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How Local HVAC Shops Can Get More Repeat Customers from Service Calls
Author:
Ashley Beatens
In today's HVAC world, keeping customers is key to growing your business. Lots of companies chase new leads but miss out on chances to connect with their current customers.
If you run a local HVAC biz, getting customers to call you again can seriously boost your income without spending more on ads.
This article will give you simple ways to do just that.
Return customers mean steady income and more people talking about you. A Harvard Business Review study says getting a new customer can cost way more than keeping an old one.
For local HVAC companies, this is super important. Your business lives and dies on trust. Happy homeowners are likely to:
The goal is to turn every job into an ongoing relationship.
Every service call is a chance to make a good impression. Too many techs treat it like a one-time thing.
When you visit a customer:
These little things show you're professional and honest. Customers remember that.
Following up within 48 hours — even with a quick “everything okay?” message — shows you care and can lead to future work.
One easy way to get repeat business is with yearly maintenance plans. Lots of people want their systems to run well but forget to service them.
With maintenance plans, you can:
Keep it simple. Offer things like:
Make the price fair. The aim is to prove it’s worth something, not trap people.
After a job, follow up online. Use email or texts to remind people about:
People like it when you reach out. It keeps you in their minds without being annoying.
If you have a CRM, set reminders to follow up. Even a simple list can work.
People call the same HVAC company again when they see you're active online. They want to know you're reliable.
To keep that trust:
When customers see your updates, they remember your skills and are more likely to call you.
HVAC is all about word-of-mouth. A BrightLocal survey says most people trust online reviews as much as personal recommendations.
After a good job:
To get more referrals, offer a small reward, like a discount, if they send a friend your way.
Your techs represent you. How they talk to customers can get you more business or lose it.
Train your team to:
Customers remember good service as much as bad. A trained team builds trust.
Every request, even if it doesn’t become a sale, should go into your marketing plan. Keep contact info and follow up with:
These little things keep you visible and show you’re a local pro.
To see if what you’re doing is working, keep an eye on things like:
This can help you see what to work on.
A small HVAC business started sending reminders and surveys after each job. Within six months:
This happened without spending more on ads — just by talking to customers better and caring more.
Getting repeat business takes work. Everything you do — from talking to customers to following up — adds to long-term value.
When people trust you to respond fast, explain things clearly, and keep their systems running, they’ll stop looking around. That’s how short-term work turns into a solid, growing business.
Ashley Beatens is Director at ClimateWorks, a company in Hampshire that offers air conditioning, ventilation, and refrigeration solutions. He has over 15 years in sales and customer experience and is known for mixing technical knowledge with a customer approach. Ashley is growing his HVAC business through better communication, stronger relationships, and smarter operations.
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