No family is immune to the ravages of alcohol abuse and drug addiction. And if you run an answering service with addiction medicine or rehab centers on your client roster, then you and your customer service representatives know just how challenging it can be to cater to this ballooning population. While the ideal call center scenario for a drug or alcohol abuse hotline would be one with specially-trained staff and medical personnel manning the phones, the majority of call centers cannot boast this level of expertise. So, how can your answering service be a viable option for drug and alcohol treatment centers? We’ll take you through a 4-point plan with the tools you need to succeed.

#1. When it comes to manning an addiction hotline, empathy is everything.

If you teach your call center staff nothing else, be sure that empathy is at the forefront of their classroom training. Whether you receive calls from concerned family members and friends of people suffering from the disease of addiction, or you are speaking directly with someone who may be ready to check themselves into rehab, your listening skills and compassion have to be second to none. If an addict does not feel that you are truly ready and able to assist them, they won’t stay on the line long enough to wait for you to transfer them to the rehab’s on-call staff. A CSR’s phone etiquette may just be the make-it-or-break-it moment for an addict on the fence. So, help them to refine it and create an atmosphere of support and sensitivity.

#2. A well-planned and well-written call script will account for every type of call and will offer appropriate phrasing to navigate challenging situations.

Answering services that offer scripted, personalized call handling gives you the ability to write empathy and compassion directly into the CSRs’ dialogue. Phrases such as, “We are here to help,” “It’s good that you called in today,” “We will certainly get you the information you need,” and “Let me connect you with one of our experienced counselors,” are all strong transitions that will steer the conversation down the right road.

In addition, it’s important to ensure that the script is clearly laid out and starts off with an opening question that will lead to a specific path. Something along the lines of, “Hello, my name is James. Are you calling for drug and alcohol treatment?” would work. The path to follow might be labeled “Yes – Calling for Treatment.” Continue by asking if the individual is calling for themselves or someone else, and probe further by checking to see if this is a life-threatening emergency, and if the caller is experiencing suicidal ideation. Anything that helps the CSR quickly choose the best path and get the caller transferred to an on-call counselor or an emergency helpline, or easily answer questions, is ideal.

Below we’ve included some sample answering service scripts for drug addiction centers. Feel free to use any of them as inspiration when setting up your own call handling:

• Script Sample 1: This script sample offers pretty straightforward call handling. We are asking the caller if they are having an emergency or not, but gathering the same information and submitting the call to the same person no matter the answer.
• Script Sample 2: This script sample is a bit more involved. After determining if the caller is having an emergency, we ask if they would like for us to contact the on-call employee or just send a routine message. Here we can either go out to the rotating on-call schedule to reach out, or we can just send a standard message. If the caller is not having an emergency we are just gathering information as normal and sending an email through.
• Script Sample 3: This script sample is the most complex of the three as there are multiple calls paths to choose from. The caller could be calling to check in for treatment, they could have questions about the program, or they could be calling to speak with someone specific from the residential facility. Each path has us gathering the same information, but if the caller is calling to check in or if they have questions, we are attempting to transfer the caller. If they want to speak to someone specific we are just sending a message through.

#3. Advanced study of the call script is necessary to maintain call flow and effortless communication.

In most call centers, customer service representatives may never see a script until the first time it pops on their screen with a pending call. While that is fine for straightforward accounts where a simple message is all that is needed, that approach can be detrimental when fielding inbound calls for an account where a certain level of finesse is essential to proper call handling. For medical offices, treatment centers, counseling offices, and the like, taking the time to talk through the script and role play difficult scenarios, such as a caller who is crying or mentions self-harm, will go a long way to ensuring that CSRs are prepared for any situation, know exactly which call path to take, and complete the interaction with the utmost professionalism and care.

#4. Include several key pieces of information in the account’s FAQs, and organize them into categories for faster response time.

When your ability to quickly answer callers’ questions is as strong as your ability to empathize with their concerns, it will improve call quality and lend itself to the impression that operators work directly for the treatment center. That is why a strong Frequently Asked Questions section should be a point of focus during initial account programming. Nearly every FAQs section includes typical details, such as the type of account, the business address, website, etc. This will need to be amplified with questions about the facility and programs offered. For example, consider adding information regarding accepted insurance plans, the counselor-to-patient ratio, types of therapies offered, inpatient accommodations and lengths of stay, outpatient treatment programs, and crisis hotline numbers.

Answering calls for any addiction treatment center will present its own set of challenges, and this is one type of account that may prove to be emotionally draining for call center staff. But there is nothing that thorough scripting and comprehensive training cannot overcome. In a perfect world, no one would need drug and alcohol rehab. Unfortunately, we don’t live in a perfect world; however, as call center professionals, we can do our part to take what is likely an incredibly uncomfortable experience for the caller and turn it into a positive first step down the road to recovery.

The post 4 Tips to Setting up An Answering Service for a Drug Addiction or Recovery Hotline appeared first on Specialty Answering Service.

Answering services are great at handling after hours dispatching for a ton of different industries. They can screen callers to find out what the issue is, determine what needs immediate attention, and what can wait until the morning.  To help you select the right company for your needs, we created a 7 point guide to make sure you are asking the right questions on your quest to find the perfect dispatching service.

#1. Are they available 24/7/365?

Many businesses need to use a dispatching service because they can’t stay open 24/7, but have customers, tenants or patients that rely on them around the clock. So, having a dispatching service that is always available is mega important. Some businesses choose to use their dispatching service to handle after hours emergencies, while others choose to use their service throughout the day as an overflow line. However you choose to use your service, there are some questions you should be asking to get the most out of your partnership:

• Do you charge extra to answer after hours, on weekends, or holidays?: While many dispatching services say they are 24/7, they may fail to elaborate that they’re going to charge you extra to use them 24/7. So, it’s important to ask this question beforehand so you’re not surprised when you see a bunch of overage charges on your bill. A dispatching service that does not charge extra to answer your calls is usually the ideal route to go, unless you like throwing cash out the window.
• Can the ways in which you reach out to me change depending on what day or time it is?: If you’re using your service during the day to handle emergencies, you could probably just have them text or email you with the message. However, you’d probably want to receive phone calls after hours as you may not be near a computer checking emails, and you may miss the sound of an incoming text. Your dispatching service should be able to work with you to set up different protocols based on the day and/or time.
• What are the different ways you can dispatch messages?: A true dispatching service will be able to reach out to you in many different ways. Not only should there be options to text and email you messages, but there should be options in calling out as well. For example, SAS can warm or cold transfer callers to you, we can disconnect from the caller and continue reaching out to your staff until someone answers, or we can do a combination of attempted transfers and reaches. If you’re still using alpha-pagers, some older services may still offer this as a dispatch option – you just need to ask.

#2. Can they follow your on-call procedure?

Obviously a huge factor that goes into choosing a dispatching service is if they can follow your on-call protocol or not. Otherwise, you’re barking up the wrong tree. Some services may only be able to handle simple call out procedures while others may be able to follow a more advanced procedure. For example, calling the same person in an event of an emergency is a pretty easy task. However, calling different people depending on the situation, day, or even time may prove to be a task only an OG disptaching service can take on.

An answering service that specializes in emergency dispatching will usually be able to handle both simple and more complicated procedures. However, before you sign up for a paid service it’s always a good idea to see if they offer a free trial. Taking the service for a spin before leaving the lot will give you a better idea if it’s going to be a good fit or not.

#3. Are you able to update your schedule in advance?

As a business owner, you probably have a lot on your plate, so it can be easy for some things to fall through the cracks. While you may stay on top of updating your on-call schedule in your own office, you may forget to keep your dispatching service in the loop. Unfortunately, this could result in the wrong person being contacted, or no one at all. Some helpful questions to ask include:

• How far in advance can I update my schedule?: Some services may only allow you to update your schedule weekly, while others may allow you to keep it updated for months or even a year in advance. If your schedule generally rotates between the same people, it’s a good idea to work with a dispatching service that doesn’t require you to call in every week to update the schedule.
• Do I have to submit my changes to customer service or can I make them myself?: Usually programming or customer service departments are only available during certain hours of the day, so a dispatching service that requires you to submit updates may not be that efficient as last minute changes may pop up every now and then. A good dispatching service will give you the option to work with customer service, or to make the changes yourself online.
• How long does it take to update my schedule?: If you’re submitting your updates to your answering service, it’s important to know how long the changes will take so you can plan accordingly. For example, if you know it takes them 24-48 hours, you don’t want to wait last minute to send them over. If they usually can make updates quickly, you have more leeway in when you need to submit them.
• Is there a charge to update my schedule?: Many answering services charge programming fees whenever you submit updates, while others may only charge them if your updates will take longer than an hour. If your dispatching service charges you every time you submit your on-call schedule, you may wind up spending a lot of extra money for something you could potentially do yourself.
• I have my schedule online. Can you use that?: If your schedule is updated online instead of on a calendar in your office, you may be able to upload what you already have created right to your answering service’s portal. If your calendar is on a shared drive like Google, your dispatching service may be able to access it without you having to do any extra work.

#4. Is there a mobile app to make changes on the go?

There’s no doubt that keeping your schedule updated in advance helps keep you organized and allows you to focus on other tasks, but sometimes things come up that may throw a wrench in the plans. Employees may get sick, quit, or go on vacation unexpectedly, which would require you to make changes at a moment’s notice. An answering service that specializes in dispatching will allow you to make updates to your on-call protocol at any time, not just during normal business hours.

Either by logging into an online portal, a mobile app, or both, you should have access to your schedule 24/7. Additionally, the system should be straightforward and user friendly. After all, what’s the point in allowing clients to update their own schedules if the platform is too complicated to figure out?

#5. Can they work with your industry?

Aside from the usual medical offices and HVAC companies, many different types of industries can benefit from using a dispatching service, so there’s a good chance your service can cater to your specific needs. Some examples of industries that dispatching services specialize in include:

• Towing companies
• Taxi services
• Property managers
• Attorneys/Law firms
• Locksmith services
• Security services
• Utility services
• Veterinary hospitals

However, before you sign up with any old dispatching service, you will want to make sure they do in fact cater to your industry, as some services specifically cater only to medical accounts, HVAC accounts, etc.

#6. Are they HIPAA compliant?

While this doesn’t apply to every business in search of a dispatching service, it’s definitely important for medical professionals, as keeping your patient information safe is critical. To be HIPAA compliant, your dispatching service should not send any patient information via text, email, or voicemail. Any text or email that gets sent through should be a static message that alerts you of a new call which directs you to your secure messaging portal, and any voicemail left should simply include a call back number or instructions on how to contact your service back to retrieve the message.

Pro tip: Once you’ve found a HIPAA compliant dispatching service, the next step you’ll want to take to secure the deal is to have them sign a Business Associates Agreement (BAA) with you. A BAA bonds the two business entities and ensures liability if there are any violations. To put it simply, having a BAA in place is just an extra means of precaution when partnering with a third party business like an answering service.

#7. Do they offer other services?

Of course you want your dispatching service to dispatch urgent messages, but you may also want them to do more than the status quo. It may be helpful if they can screen callers to determine why they are calling, and handle accordingly. For example, perhaps they can schedule appointments for non-urgent issues via a shared calendar, instead of just telling callers to call back during normal business hours for assistance. Many services can also help answer questions via customizable FAQs or help solve problems by following a scripted troubleshooting workflow for simple HVAC or technical issues.

The post 7 Questions to Ask When Choosing a Dispatching Service appeared first on Specialty Answering Service.

If your tax firm uses or is thinking about using an answering service to help with seasonal traffic, we’ve listed 4 quick ways to audit your service to make sure outsourcing is paying dividends both for your business, and for your clients.

#1. Make sure your service is live and updated.

First thing’s first. Make sure your answering service is live and ready to accept calls. If you’ve retained your answering service account in the off season in anticipation of forwarding to them during the tax blitz, you’ll want to place a test call to make sure the line is still active. Maybe you forgot to pay a bill and the line got deactivated. Maybe there was an oversight at the service and your account was cancelled. Just like you smell the milk before you pour it on your cereal, you’ll want to test the answering service line before you forward.

If you don’t have a service, don’t worry. The good news is you have no lines to test! The bad news is you have no one to answer your calls. But that’s going to change really quick when you sign up for a free trial.

If you cancel your account when tax season is over, give yourself some time to reactivate the account and run through your call handling protocols. SAS retains your call handling for up to a year after you leave service, but that isn’t true for every answering service. If your service doesn’t retain call handling, you’ll need to start from scratch, so definitely give yourself some time to get everything moving. Some questions you should be asking your seasonal answering service include:

• How long will my information stay saved?: If you only want to use your answering service during tax season, you will want to find out how long they can keep your information saved after you’ve left service. For example, SAS can keep deactivated scripts saved for about a year, but other answering services may wipe their systems after a month of inactivity. Using an answering service that can keep your information saved for at least a year would be helpful if you’re only planning on using them annually during tax season. Otherwise, it may be more trouble than it’s worth to keep going through the same process every year.
• Can I still access caller information and messages via my portal if my service is turned off?: If your answering service offers an online portal to retrieve messages, you may still be able to view information even when the account is not active. If you can’t access your information once the account is deactivated, you’ll want to make sure you send yourself all of the important data prior to cancelling.
• How long does it take to reactivate my account?: Each answering service is different, so this answer will vary. Some services can get you up and running in a matter of minutes, while others may need 48 hours or more. If your service has your script saved from last year, it shouldn’t take longer than a few minutes. However, if your information is no longer saved it will definitely take longer as your service will have to re-program the account.
• If I deactivate my account, will I lose my forwarding number?: Most answering services will not allow you to take your forwarding number with you should you decide to leave service, so it’s a real possibility that you will lose your number once you deactivate your account. However, depending on how long you are off service, it may be possible for you to retrieve your number when you reactivate your account, if it’s still available. If you’ve already spent money on advertising that number, you may want to consider dropping down to a lower plan during your off season instead of deactivating the account entirely to ensure you keep that number.

#2. Determine the reasons customers will be calling and prepare accordingly.

For outsourcing newbies, you’ll want to give some thought to your call handling. Call handling is what answering service agents will use to manage your calls, and if the handling isn’t 100%, your script can cause some trouble. We always recommend leveraging the experience of the service for guidance on what scripts will work, and which ones won’t. For example, protocols that you normally use in your office may not always work in a call center environment, so spending some time to get to know your new service will be beneficial for both you and your business.

A great script lets the answering service agents be nimble so they can handle most situations, and have a fail-safe for any situations they can’t. Some examples include:

• Calling to schedule an appointment: If your callers want to set an appointment, there are some follow up questions that could be helpful to ask. For example, are they ready to file and looking for an in person appointment? Do they need a phone appointment? Are they filing for an individual? A company? These questions can help streamline the process on your end, so you know who is coming in and when, and exactly what they need. The more information you have at your disposal, the easier it will be to get customers in and out as quickly and efficiently as possible.
• Calling for a Specific Person: Sometimes customers already have a specific employee they are working with or have worked with, and may be calling to speak directly to them. Answering service agents would be able to identify who the caller is asking for, and handle according to that staff member’s preference. For example, one staff member may just want all messages taken, while others could want calls transferred to them. If you have multiple staff members in your office, see how they want their calls handled and script accordingly. It’s also a great plan to have an ‘Any other staff member’ path if old customers are calling to speak to an employee who’s no longer employed.
• Calling from a Specific Company: As a tax prep firm, you may be helping companies with their taxes in addition to individuals, and you may want those calls handled differently. For example, an individual calling for help with their taxes could probably have a message taken, but you may want calls from companies transferred directly to you, as they’re going to be bringing in the big bucks.
• All Other Calls: If the caller’s query doesn’t fit into any of the categories you already have outlined, see if your answering service can set up a “catch all” for those miscellaneous calls that may trickle through. Usually these types of call paths have the agent gathering the caller’s name, number, email, and reason for call.

While these are just a few examples of how your call handling can be set up, most answering services can customize protocols based off of how you run things in your own office. Speaking to an intake specialist will help you determine the best course of action if you’re not sure where to start.

#3. Place test calls to make sure your systems are functioning properly.

Before forwarding your phones to the service, it’s a good idea to place a few mock calls to make sure things are operating smoothly. This will allow you to catch any errors first, which if left unattended, could give your business a bad look. The quicker you can iron out kinks, the quicker you can start getting back to work.

Pro tip: Even after going live with your customers, it doesn’t hurt to make a couple test calls here and there just to make sure everything is still running like a well-oiled machine. 

#4. Make sure your clients know which number to call.

After you’ve made sure your service is active, updated, and you’ve ran through multiple tests, the final step is making sure your clients know which number to call. This can be done 1 of 2 ways:

• Call forwarding: Answering services use call forwarding to route your calls to the call center. They’ll provide a phone number specific to your account and you’ll use your phone’s pre-existing call forwarding feature to send traffic to the call center. Call forwarding is a feature that most phone providers offer, and can usually be turned off and on through the use of your phone’s keypad (like with *72 and *73). With call forwarding, you can control when calls go to your answering service and when they come to your own office.
• Advertising your number: Some businesses like to keep their own number separate from their answering service number. For example, they may want existing clients to call their office number directly, and they may want new client calls to go through their answering service. If this is the case for you and your business, advertising your answering service or forwarding number on your website and social media platforms is a good, usually free, way to go.

Pro tip: Most answering services won’t allow you to take the forwarding number with you should you decide to leave service, so it may not be cost effective in the long run for you to put the number on billboards, business cards, etc. 

The post 4 Ways to Audit Your Seasonal Tax Prep Answering Service appeared first on Specialty Answering Service.

#1. Update your pricing, if necessary.

HVAC providers are no strangers to schlepping out in the ice and snow to tackle a job, but that doesn’t mean that working in inclement weather is part of your traditional pricing model. If customers will incur add-on charges for certain types of service calls, whether it’s due to weather or time of day, be sure to update your price list in your answering service FAQs as well as on your website. The last thing you want to do is have incorrect information at agents’ fingertips. This will not only make you look disorganized, but it may give prospective customers the wrong impression that you’re out to upcharge them.

#2. Bulk up your script and FAQs with quick tips for customers and information on your capabilities.

When an HVAC system is on the fritz, some people may be inclined to jump to the worst-case scenario. But having agents ask simple, scripted questions such as, “Have you tried to change the batteries in the thermostat?” or “Do you know when you last replaced the filter?” can help to pinpoint issues without the need for an appointment. In addition, it’s a good idea to update your FAQs to include a list of the services that you offer and those that you don’t, along with specific HVAC models that you specialize in repairing. This will aid in avoiding appointments being scheduled for things that are not on your roster.

#3. Consider outbound calling campaigns to help people prepare for the season.

Once people reach out to an HVAC professional, that typically means that something has gone drastically wrong, and their heat is no longer hot, or the system has just stopped working altogether. While that might result in an overall larger invoice amount for your bottom line, it may create a world of extra labor for your technicians, especially if they have to drive in dangerous conditions. As the cold weather approaches, using an outbound calling campaign to schedule tune-ups will be a big help to homeowners, and customers will appreciate that you’re trying to prevent total equipment failure during the most inopportune times. Whether it’s installing new thermostats, changing filters, or cleaning out ducts, scheduling a little advanced maintenance will ensure a less dramatic season.

#4. Integrate your appointment calendar for fast scheduling.

Speaking of scheduling tune-ups, agents can’t do that without access to your calendar. Because most ISO27001 secure answering services do not allow the use of usernames and passwords to log in to an external system, integrating your calendar software with what your answering service offers will take the hassle out of an endless stream of callbacks and reschedules. If you are not able to integrate your specific software, consider using freeware, such as Google Calendar. Oftentimes, Google can be intermediary so that it is not only accessible for agents, but by linking it to your software, any appointments scheduled by the service will automatically push to the system you’re using.

#5. Update your on-call schedule as far in advance as you can.

When emergencies come in, it won’t do any good for your customers if the answering service is unable to reach your technicians. That means a few things:

• Check your existing on-call schedule, and change it to reflect holiday hours and any rotation that is outside of your typical day-to-day arrangement.
• Add as many on-call contact methods as possible. Beyond having agents reach out to you by phone, include email and text notification so that messages get to you in a timely fashion. This is also proactive in circumstances such as when you’ve forgotten.
• Make sure you listen to voicemail messages, which will allow agents to leave you important details about emergency situations.

#6. Have a plan in place in the event that you are booked.

If it’s a particularly hectic season, you may find that you are fully-extended. This may also be the case if one of your technicians gets hit hard by cold and flu season or if a major winter storm is imminent. What you’ll need to let the answering service know is what to do if there is no room in your appointment calendar for even one more job. If you are the business owner but rely on technicians to handle service calls, then you may need to pitch in and take over, or add yourself to a few shifts. For VIP customers, consider providing them with your direct office line or cell phone number. This way, they won’t be put off by an agent who tells them that you have nothing available for several days. If worse comes to worst, offer an alternative, local HVAC company to contact. Your competitors will appreciate the business, and they’ll be inclined to return the favor, should they find themselves in the same situation.

While nothing is foolproof, the tips outlined above will help you keep your answering service ducks in a row when the real ducks fly south for the winter. And if you need a little direction, contact client services for assistance. They’ll know just what to do to ensure a smooth transition from a lull in customer calls to a flurry of people needing help at the height of the season.

The post 6 Tips for Winterizing Your HVAC Answering Service appeared first on Specialty Answering Service.

At Specialty Answering Service, we think that a little flair keeps the energy going, for you and customers. You’ll answer those calls like your job depends on it, and the buzz around the reception area will be all about what a fun place it must be to work. Any office that allows and encourages creativity is one that values the employee experience while cultivating an extraordinary atmosphere of customer care. To that end, we’ve come up with 20 industry-specific greetings that will get the ball rolling. Where it goes from here is entirely up to you.

#1 – Airline

“Thank you for flying Amazing Air, the sky’s the limit.”

#2 – Architecture

“It’s a wonderful day at Baxter Builders, your one stop shop for a home that won’t blow over.”

#3 – Auto Mechanic

“Thank you for calling What’s With My Car auto. There’s no noise we can’t decipher.”

#4 – Bakery

“You’ve reached Last But Not Yeast bakery, keeping gluten free relevant, one roll at a time.”

#5 – Dentist

“It’s a pearly white day at D Street Dental, where cavities run and hide.”

#6 – Dog Training Facility

“Thank you for calling It’s Not Your Dog, It’s You training arena, where we teach new owners how to speak puppy.”

#7 – Education

“The More You Know learning center, taking you from failing to fabulous in no time. This is Eduardo speaking.”

#8 – Electrician

“You’ve reached Zap It electrical, offering shockingly reasonable rates all year long.”

#9 – Electronics Repair

“You’ve reached That Darn Computer, experts in wheel of doom and blue screen of death repairs.”

#10 – Eye Doctor

“You have reached Eyes R Us – vision so clear, you’ll have eyes in the back of your head.”

#11 – Financial Institution

“You’ve reached Five Star Finance, where your investments pay our bills.”

#12 – Hair Salon

“Thank you for calling Your Real Hair salon, creating dynamic looks on a dollar store budget.”

#13 – HVAC

“Thank you for calling HVAC Professionals, where we’ve mastered the art of blowing hot and cold.”

#14 – Interior Design

“Thank you for calling Intelligent Interiors. Bring us your old and ugly, and we’ll give you rainbows and unicorns.”

#15 – Lawn Service

“It’s a great day at Larry’s Lawns, cultivating grass so perfect, you’ll think it’s turf.”

#16 – Lawyer

“Thank you for calling Mitchell and Mitchell criminal law. Ask us about our “I shot the sheriff but I didn’t shoot the deputy” complimentary consultation.”

#17 – Plumber

“It’s a beautiful day at Pacific Plumbing, where one man’s leak is another man’s livelihood.”

#18 – Podiatrist

“Welcome to Neighborhood Podiatry, where stinky feet are our business.”

#19 – Real Estate

“Thank you for calling Ready Real Estate, featuring an oven full of cookie dough with every open house.”

#20 – Tutor

“Thank you for calling Tudor Tutors, skilled experts in everything but gym class.”

The post 20 Creative Ways to Answer the Phone appeared first on Specialty Answering Service.

You love what you do, but you can’t stand your employer. So you’ve decided to go solo and parlay your HVAC career into your own business. It shouldn’t be too hard, right? You have a few clients. All you need to do is hire a couple of techs, get your name in the Yellow Pages, find someone to answer the phones and pay bills, then watch the money roll in. Unfortunately, it’s not that easy.

Being a heating and air conditioning contractor is no easy task! Starting your own HVAC business is not for the faint of heart. It’s a stressful, 24-hour endeavor, and if you don’t have a solid HVAC business plan covering everything from creating your brand to how to balance your finances, then chances are things will not go as smoothly as you imagine. Lucky for you, we developed this handy list of tips that every contractor should master. Whether you are new to the industry or already established, it never hurts to look for ways to benefit your business.

HVAC Marketing Strategies

TIP #1. YOU NEED A MARKETING PLAN: 77% of contractors have no marketing plan, only 23% develop a plan, this is why it is so easy for new contractors to come on the scene. In his book Small Business Management (published by West Publishing Co.), Michael Ames gives several reasons for small business failure, including lack of experience, insufficient capital, poor inventory management, and personal use of business funds, among others. A report by the Joint Center for Housing Studies at Harvard University indicated that 22% of contractors with payrolls of less than $30,000 in 2003 were no longer operating in 2004, a failure rate almost ten times higher than those with payrolls of $350,000 or more. And according to BizMiner, between 2007 and 2009, 31.9 percent of contractors in the United States went under. Don’t let this happen to you! Here’s a revealing article in Air Conditioning, Heating & Refrigeration News about the top 10 pitfalls for contractor businesses, and how to avoid them.

• Why HVAC Contracting Businesses Fail

TIP #2. YELLOW PAGE ADS ALONE DON’T WORK: The majority of consumers in the U.S. does research online, and will not open a Yellow Pages directory. So, don’t overspend on Yellow Pages ads. The ROI is not worth it. Instead, consider social media marketing, email campaigns, mailers, etc.

Check out this Yellow Pages ROI info a Forbes article ‘Should Small Businesses Still Book Yellow Page Ads?‘:

• Cost of the campaign: $4,000
• Value of one new customer: $100
• Number of customers gained to break even: 40
• Number of leads needed to gain one new customer: 10
• Number of leads needed to break even: 400
• Number of leads needed to achieve 100% ROI: 800

In this case, if a Yellow Page contract is $4,000 for the year, you need to generate 400 real leads to break even. That is more than one call a day from your Yellow Page ad, in this example. Compare this to other marketing options you have, and calculate their relative break-evens

TIP #3. LOVE YOUR BRAND: Create the right branding and image for your business. (Websites like oDesk.com and Freelancer.com feature freelancers listed by category, such as web development, sales and marketing, design and multimedia. Posts include pictures, ratings, and hourly rates.) Everything from your logo (between $2,500 to $5,000 for startup or small businesses) to wrapped trucks (about $2,500 per truck) to call scripting (check out a sample HVAC script from Specialty) should be designed to draw the consumers’ attention and be easily memorable and recognizable. Did you know that the visual sense is the strongest in most human beings? A whopping 90% of an assessment for trying out a product is made solely based on color. Taken a bit further, this article by Sherwin-Williams describes how men and women respond differently to color. Here are the main points:

• Advertising to males?
• Top three favorite colors: blue, green, black
• Top three least favorite colors: brown, orange, purple
• Many men are color blind, so be aware of red/green visual problems and choose colors that are easier to distinguish.

• Advertising to females?
• Top three favorite colors: blue, purple, green
• Top three least favorite colors: orange, brown, gray
• Women tend to have a broader range of color preferences and they are more open to trying new colors.

• Advertising based on consumer age?
• Among the favorite colors, green decreases in preference as both genders age.
• Among the least favorite colors, orange is increasingly disliked as both genders age.

TIP #4. LEARN FROM YOUR MARKETING: Study your past marketing efforts and take account of successes and failures. What did you do last year that worked or didn’t work? How much money did you invest, and was there considerable ROI? Don’t repeat past marketing mistakes and reinvest in what failed before. Do market research to determine what people most need and what price points they feel are fair. You can use QuickBooks to track your marketing dollars spent and ROI:

• Using QuickBooks to Track Your Sources of Income

TIP #5. GET SOCIAL: Did you know that 32% of people recommend local businesses on Facebook? Social networking is the key to establishing a personal bond with customers. Think about sending out monthly email newsletters to your customers, or Tweeting helpful tips like “when was the last time you had your central air filter changed,” “don’t forget to remove window units before the winter season,” and other reminders that can benefit those who support your business. In every communication you have with customers, ask them to “like” your business on Facebook, Twitter, Pinterest, etc. Business owners often underestimate the power of social media. Listed below are a few key tips from the articles 18 Social Media Marketing Tips From the Pros and Social Media Important Tool for Small Business. If you’d like to read more, check out this article from Mashable that illustrates 10 basic and advanced suggestions for how small businesses can boost their marketing potential with social media.

• Learn how to use the various platforms, and ask yourself which sites would be best suited to your business. Don’t try to use all of them, as it will be difficult to keep them up-to-date.
• Aim for congruency across all of your webpages. They should have the same look and feel.
• Stay on top of what your competitors are doing. You may be posting information about the same subject, so retool your posts and approach the topic from a different angle.
• Research what your target market needs, and the problems they face. Then, gear your blog towards addressing those issues. Make sure the content is interesting and engaging.

TIP #6. PARTICIPATE LOCALLY: Take part in local events and get your name out to the community. Local brand recognition can come from little things like placing an ad in the church bulletin to sponsoring your city’s chapter of the Make A Wish Foundation, music or athletics boosters groups, or even donating a part of your proceeds for a particular month to a well-known organization like your local American Red Cross. This allows companies to be viewed as “good neighbors.” When you support your community socially and economically, it portrays your business as generous, and dedicated to those you serve. To research charities in your area, visit GuideStar.org, or Charity Navigator.org.

TIP #7. KEEP YOUR CUSTOMERS ENGAGED: When you send out email marketing blasts, make the language fun and engaging, and clearly outline specials you are running, discounts, etc. so that they stand out to the consumer. Be sure to use a nice mix of pictures and text. Some browsers will block emails that are all pictures, so it’s better to use pictures to accent or illustrate your promotions. Additionally, it might be a good idea to have all text and pictures link back to your landing page. This way, whether customers hover over the picture or the price, one click can bring them directly to your website. Email campaigns aren’t blind – meaning that you need to have lists prepared ahead of time. Typically, you will want to email to your current customer base. Here are three sites that can help you construct free email campaigns.

• Mail Chimp – If you have fewer than 2,000 subscribers, you can send up to 12,000 emails per month free of charge.
• Reach Mail – If you have fewer than 5,000 subscribers, you can send up to 15,000 emails per month free of charge.
• Target Hero – Free, unlimited sending for up to 5,000 subscribers.

TIP #8. STAY FRESH: Maintain a fresh approach. Regularly update your literature, website, blogs, advertisements, brochures, etc. Design trends change frequently, and sometimes seasonally, in this flooded marketplace. You need to keep up with the latest advertising concepts that look hip and will appeal to a mass audience. If you are using a Word Press site, making changes to your background and images is easy. Check out these posts from Forbes on recent marketing trends:

• 3 Major Web Design Trends for 2014
• 2014 Marketing Trends You Probably Haven’t Heard

HVAC Customer Service Strategies

TIP #1. TAKE ADVICE FROM YOUR CUSTOMERS: The primary goal of any company is to generate and retain customers long-term. That is why customer service and follow-up are critical. Follow up after every service call to ensure the technicians’ satisfactory performance, punctuality, courteousness, etc. Ask consumers what you can do to improve their experience. This can be accomplished via:

• A simple phone call
• An email survey
  • Survey Monkey – online surveys for campaigns, events, and projects, large and small; free Basic plan with 10 questions and 100 responses per survey
  • Speed Survey – all-in-one service for those who aren’t computer experts; free trial for surveys to under 25 people
• A mailer: Consult the United States Postal Service for information on Every Door Direct Mail campaigns and pricing. Here’s a tool from their website that you can use to give you a direct mail cost estimate. For example, as of this date, a 5,000-piece mailer to businesses and residents in zip code 19406 costs approximately $870.

TIP #2. STAY ORGANIZED: Following up isn’t just about the consumer’s experience. It’s also about keeping track of customers’ purchases and maintenance needs. Keep detailed records of what equipment is due for seasonal maintenance, filter changes, tune ups, etc. Contact them in advance to schedule an appointment rather than waiting for them to call you. Maintenance contracts are a key source of revenue for your business. So don’t drop the ball. Be proactive! Here are helpful links on setting up reminders in Microsoft Outlook and Gmail calendars:

• Microsoft – Set or Remove Reminders
• Google – Customize Your Notifications

TIP #3. HAND WRITTEN NOTES MAKE AN IMPRESSION: Thank you notes have gone by the wayside over the years, in favor of the email or text thank you. This impersonal way to show gratitude will not have a lasting positive impact on your business; however, taking the time to send a hand-written thank you note certainly will. For quick, premade thank you cards, look into options from Staples, Office Depot, or Vistaprint. A more polished appearance can be achieved using a freelancer to do the work for you. Here are two great articles on how personalized thank you notes can benefit your business, along with advice on thank you note etiquette:

• Using Handwritten Thank You Notes to Distinguish Your Business
• How to Send a Professional Thank You Note

In addition to the written word, sometimes a face-to-face thank you from the business owner is in order, especially on larger jobs like a newly installed HVAC system. Thanking customers in person not only shows your deep commitment to your customers’ satisfaction, but it can also open up a channel for new business. How many times have you heard, “While you’re here, would you mind looking at…”

TIP #4. YOUR CUSTOMERS ARE YOUR FAMILY: Treat customers like family. Consumers rely on you to improve their homes’ comfort, and the health and safety of their environments. So, when you are speaking with them or walking into their front door, make pretend you are helping a close friend or family member, and show them the same level of courtesy and care you would show to someone in your inner circle. Read these interesting articles on the importance of customer service, family style:

• How Businesses Can Treat Customers Like Family Members
• Treat Customers Like Your Boss’ Family
• Treat Your Customers Like Family and They’ll Never Go Away

TIP #5. YOUR CUSTOMERS ARE YOUR BEST ADVERTISERS: Taking the concept of impeccable customer service a bit further, you need to keep in mind that your customers are your best marketers. The better you treat them, the more likely they are to recommend your company. Offer referral kickbacks or service discounts when you sign on a new customer because of a referral. Leave a printout with this information attached to your invoice, and after you leave, follow up with a hand-written thank you asking your customer to recommend your business on Facebook, Twitter, or other social media outlets. Referrals can be key revenue builders.

TIP #6. MAKE THE BUYING EXPERIENCE PERSONAL: Keep in mind that your customers are allowing strangers to come into their homes. If it were you, wouldn’t you feel more comfortable knowing a little something about the technician taking care of your HVAC issue? With that being said, personalize your website. Include pictures and bios of your staff. Here’s a good example from Veterans Green Jobs of how to highlight your techs’ experience.

TIP #7. EVERYONE LOVES A GOOD DEAL: Offer customer incentives to encourage new and repeat business. Make sure incentives are advertised on your website and literature. These could be in the form of service discounts, equipment sales, delayed or extended no interest billing, or other options. Look at this article from the EPA on program incentives for clean energy.

• Customer Incentives for Energy Efficiency Through Program Offerings

Budgets & Financial Considerations

TIP #1. DON’T BUY NEW IF YOU CAN AVOID IT: If you are just starting out, consider leasing office space, leasing trucks, and leasing or purchasing equipment second hand. It’s a quick way to save money. Check out these bid sites for discounted or second-hand equipment.

• Bid-On-Equipment – Online marketplace for dealers to list their Packaging and Processing Machinery
• eBay – Bid on heating, air conditioning, and refrigeration units.
• Greasy Machines – A wide range of reliable, affordable HVAC equipment. If the machine you need is not in stock, Greasy Machines will work to obtain it.

TIP #2. TRACK YOUR MARKETING: Keep track of your current marketing budget using a template like this one, or via a service such as Measureful (customizable, automated tracking with a 1-month free trial):

• When customers call in, ask customers where they saw your ad.
• Use a separate phone number for specific specials you are running, different mailers you send out, an ad you put in a local Clipper magazine, and so on. Specialty can give you multiple telephone numbers to attach to your account so that you can easily track sales.
• Consider using a web link for a particular deal or incentive, this way you will know exactly which ad your customers are responding to. To find out how many people clicked on your site via a specific link, you can use URL shorteners, such as:
  • https://goo.gl/ – Offers increased security over other providers.
  • https://bitly.com – Sign up for free and track performance with one click.
  • https://is.gd/ – Permanent shortened URLs, customizable from 5 to 30 characters.
• Using call-in codes on print, radio, or TV campaigns can also be beneficial for tracking interest (e.g. HVAC10 for 10% off your install or repair).

TIP #3. INSURANCE IS ESSENTIAL: Perhaps the largest expense associated with any business is insurance. Research the costs of property and liability insurance, workers’ compensation, health and disability, auto, and life insurance, and don’t forget to compare several different companies to ensure you are getting the best rate for the coverage you need. Factor these costs into your annual budget, and set aside additional funds to account for increases in insurance premiums. Listed below is a cost overview of employee health insurance from the National Association of Insurance Commissioners:

The average premium for small group health insurance was $311 per month ($3,730 per year) per employee and $814 per month ($9,770 annually) for family coverage, according to a survey conducted in 2006 by America’s Health Insurance Plans (AHIP). AHIP surveyed 21 of its member insurers that offer coverage to more than 650,000 small groups (defined as firms with 2-50 employees) that employ 4 million workers and their 3.2 million dependents. Average costs vary by state. To look up your state, go to www.ahip.org.

• Types of coverage:
• 57% of the small group coverage was for PPOs, while 39% had HMO coverage.
• Approximately 4 percent of enrollees had an HSA with a qualifying HDHP.

• Deductibles:
• For PPO plans, individual deductibles averaged $849 with annual out-of-pocket limits of $2,700 and co-payments of $21 for in-network physician visits.
• HSA plans had an average deductible of approximately $2,220 and average annual out-of-pocket limits of approximately $2,800.

TIP #4. YOUR WEBSITE IS IMPORTANT: Don’t cheap out on your website image. A good website converts more leads and it’s worth the cost. Set aside a budget of about $5,000 to $8,000 for web design. Remember to make it easy to navigate, accessible to mobile users, and update content frequently to remain on trend. It’s also important to spend a fair amount of time on SEO (search engine optimization). Here’s an informative blog with 58 resources to help you understand the basics of SEO and how to get started on making it work for your business.

• 58 Resources to Help You Learn and Master SEO

TIP #5. TAKE PAYMENT BEFORE AN EMERGENCY JOB: For emergency maintenance, take a percentage of pay upfront before dispatching a technician to a job site. Telephone answering services can usually process payments for a client. If you are handling the call yourself, services like Square Up or PayPal allow you to take payments without having a merchant account.

• Square Up – Pocket-sized credit card terminal attaches to your phone or mobile device, allowing you to accept payment, anytime, anywhere.
• PayPal – Acts as a gateway for you to accept credit card payments using a PayPal button on your website. Fully customizable for a professional, integrated solution.

TIP #6. KNOW YOUR TRAFFIC PATTERNS: The HVAC business is more cyclical than seasonal. It’s usually busy 7 months out of the year. Research your traffic. It’s important to know which months are your slow months, adjusting costs slightly to keep revenue steady and retain your employees year-round. You may want to bid for larger jobs off-season so that you will have more time to get things done without having to juggle myriad requests at peak time. During business downturns, advertise home energy upgrades such as attic and equipment insulation, duct repair/seal or replacement, heat pump replacement, general HVAC audits to find air leaks, central air and heat pump replacements to energy star models, tune ups, filter changes, programmable thermostats, etc. Train staff on energy conservation concepts, and go green. This applies to your office, too!

• Heating & Cooling from Energy.gov

TIP #7. MANAGE YOUR MONEY: Learn how to manage your money. Assess your available funds and write down what you require seasonally for equipment costs, vehicle maintenance, salary, insurance, office rental, uniforms, etc. Take inventory of what you needed/used last year, and stock your warehouse accordingly so that you don’t buy an excess of parts for any given season/year. Spend carefully and make sure you have a cash cushion to account for unexpected declines (like an unseasonably warm winter), taxes, etc. Ideally, you should have about six months of expenses stowed away, including costs such as office space rental, medical and liability insurance, salaries, supplies, etc.

• Does Your Small Business Have an Emergency Fund?
• 3 Reasons to Have a Cash Cushion

If necessary, look into lines of credit or small business loans to keep things going when the money isn’t coming in at a steady pace. Most major financial institutions, like Wells Fargo, PNC, and TD Bank offer credit lines.

• Applying for a Business Line of Credit
• Does Your Business Need a Line of Credit?

TIP #8. KNOW HOW TO BID JOBS: Don’t try to be the lowest bidder or the lowest-cost service. It will come back to bite you in the rear. If your overhead is more than your returns, then you will lose money. For example, if your prices are too low, you will not have the proper funds to pay your employees, and you will have fewer resources to help you do the best possible work. Understand your costs and plan for contingencies. The last the thing a customer wants is for you to send them a bill for “surprise” items you didn’t account for in your initial estimate. It makes you look bad, and it breaks trust. Comparative pricing to be the lowest bidder also raises suspicion as to why you are so low; in other words, are you sure you know what you’re doing? There are legitimate studies on the psychology of pricing. Here’s a post from KISSmetrics recounting five psychological studies on pricing that will make you rethink your price tier.

HVAC Training, Recognition, & Reward

TIP #1. YOUR EMPLOYEES REPRESENT YOUR COMPANY: Business owners should always model best practices and train employees to follow. For example, make time to go on new customer consultations with techs and display the type of behavior you want them to exhibit when they are on the job without you. The importance of having an employee handbook cannot be underestimated. This is a black and white way for employers to communicate with employees about policies and procedures related to their specific roles within the company. Visit this page for a good resource from the Small Business Association about what items to include in an employee handbook. Additionally, you’ll find a good example of an HVAC job description here.

TIP #2. KEEP YOUR EMPLOYEES HAPPY: Your employees are your best asset. Pay them well. Treat them well. Make them proud to work for you and be motivated to come to work every day. These three editorials talk about ways to maintain employee satisfaction and make more money in the process. Happy staff is dedicated staff!

• Make More Money by Making Your Employees Happy
• 7 Ways to Keep Your Employees Happy (and Working Really Hard)
• 5 Ways to Keep Employees Motivated

TIP #3. MAKE SURE EVERYONE KNOWS EVERYTHING: Cross-train your employees so that they can address any question with confidence. Staff can be trained on all aspects of the business including what your company offers and how your products and services can help consumers. Having adaptable employees can help maintain productivity in the event of an employee absence. This is especially important for small businesses so that you can accommodate customers’ needs even if your top furnace or solar panel guy is under the weather. Be sure that employees don’t lose sight of their primary responsibilities, and let them know that they aren’t responsible for pinch hitting on a daily basis – but rather only as the need presents itself. When it comes to employee education, try to envision every possible scenario, write out FAQs for your techs to review, and then test them on what they know. Having well-trained employees leads to satisfied customers and better overall company morale.

• How Cross-Training Can Benefit Your Team
• How (and Why) to Cross-Train Employees
• The Importance of Cross-Training in Improving Team Performance

TIP #4. SAFETY FIRST: Ensure proper safety training for your employees. Your staff will need a comprehensive understanding of workplace hazards, equipment or chemical hazards, what to do in the event of an emergency, etc. Just as we did when we were kids, run fire drills, earthquake drills, or whatever particular dangers may relate to your place of business. Large posters illustrating safety procedures should be posted by building exits, reminding employees of proper conduct each time they leave for a job site. You could even institute a bonus for the number of days your employees go without injury. The U.S. Department of Labor Occupational Safety and Health Administration is an essential training resource. In addition, consider requiring that all employees obtain certifications in First Aid, CPR (cardiopulmonary resuscitation), and the operation of an AED (automated external defibrillator), and make sure safety equipment is easily accessible to all staff members. The American Red Cross offers courses in your area, taken together for around $100.

Administrative Tasks & HVAC Scheduling Software Options

TIP #1. USE ON-DEMAND VIRTUAL ASSISTANTS: When things get busy, it’s easy to make mistakes. Ensure that your office is properly organized and that you have the appropriate staff for scheduling, accounts receivable, accounts payable, benefits, insurance, code enforcement, etc. Specialty offers live-operator shared outsourcing for scheduling, and has a dedicated agent program for organizations requiring service that is more comprehensive.

TIP #2. PREPARE, PREPARE, PREPARE: Work backwards. If you know January is your busiest winter month, then start preparing for what you will need several weeks in advance. Have your extra staff lined up, have parts ordered, vehicles serviced, etc. If you wait until the last minute, you may run the risk of not being able to get what you need in time (kind of like people who wait until the day of the snowstorm to buy rock salt), or have to pay an arm and a leg for it. Save yourself the stress that procrastination inevitably brings. Plan, plan, plan!

TIP #3. FOCUS ON SPEED & CUSTOMER SERVICE: The more time you spend at a job site, the fewer service calls you can attend to, and that means a decrease in daily revenue. So, focus on fast service. Before your staff heads to the next job, encourage them to map out a plan for what they need to accomplish, and budget time accordingly. Institute this as a part of new hire training. Have employees record their time at each location, then track and analyze that data each month. You can even offer incentives for completing work correctly and within a specific timeframe. Efficient employees can help you to reduce payroll costs and increase your profit margins, and most importantly, enhance customer satisfaction.

• 5 Simple Ways to Improve Employee Utilization & Productivity
• The Complete Guide to Improving Employee Productivity

TIP #4. USE CALL CENTERS FOR 24/7 REVENUE: Use a call center for 24/7 monitoring so that you will never miss an emergency call again. Call centers like Specialty can also provide calendar management and dispatching services, and you will receive schedule updates via phone, text, or email. Here are some ways in which HVAC companies have utilized our call center:

• Appointment Services – Appointment scheduling and reminder service using a shared Google Calendar.
• Lead Capture – Calls answered 24/7, and information provided to prospective customers based on your FAQs.
• Call Routing – No matter where you are, you’ll never miss a call. Calls can be patched to your office, on-call staff, or anywhere you wish.

Goal Setting & Collaboration

TIP #1. ESTABLISH REALISTIC GOALS: Have a specific list of benchmarks that you aim to meet each week, month, season, year, etc. Establish a profit margin to aim for, and keep track of your goal attainment using software such as QuickBooks, Excel (try this) or other means at your disposal. If you have never considered using benchmarks as a means to measure your business’ success, here’s a useful resource to help you get started:

• HVAC Performance Benchmarks

TIP #2. A NICHE SERVICE SELLS LOOKS MORE ATTRACTIVE: Find your niche. If you are a smaller business or just starting out, maybe it would be better to focus on either residential or commercial, but not both. Assess your strengths and decide on a plan of action. Have you done your share of networking in the corporate world? Do you live in an area that is business heavy? Or do you already have a strong following of local homeowners and referrals? Before you make a decision, do your homework. And if you have the volume of staff and experience to handle both commercial and residential bidding simultaneously, then go for it! Speaking of bidding, here are two sites where you can sign up to bid on projects in your area:

• FedBizOpps.gov – Search thousands of active federal opportunities.
• National Contractors – Free registration for product leads.

TIP #3. PARTNER WITH LOCAL CONTRACTORS: Consider a partnership with local construction firms or building contractors. If they use your company as their preferred HVAC vendor, that could lead to big bucks. Visit the Better Business Bureau to find accredited building contractors in your area, check out MacRae’s Blue Book, the Yellow Pages, or use your local Chamber of Commerce as a resource.

Demographics & HVAC Market Research

TIP #1. KNOW YOUR COMPETITION: Study your competition so that you can determine what advantages you can offer over their business. You can even place test calls to see how they are answering the phone (listen to a sample HVAC call from Specialty under “Resources”). Many contractors use answering services after hours, so you can compare how their offices answer calls during the day with how their services answer calls in the evenings. And if you want even more intel on your competition, try these three websites for information on how much they are spending per month on pay-per-click advertisements.

• www.SpyFu.com – search for domains, ad words, etc. over the last 6 years; free trial
• www.iSpionage.com – keyword and domain research, SEO and PPC keyword monitor; no free trial, but 30-day money back guarantee
• www.SEMrush.com – top-rated keyword research, business intelligence, and online competitor analysis software; offers limited free subscription and three recurring payment plans

TIP #2. KNOW WHO IS BUYING YOUR SERVICE: Know your target audience. For example, upper middle class customers have more disposable income. More women use and understand social media than men. Additionally, women are more likely to contact you to have their house retrofitted to maintain a comfortable home environment. Align your target audience with your marketing methods. The first resource below on market segmentation may be of interest, and the second article on the importance of age cohorts will give you a more in-depth look at why market segmentation is so important.

• Market Segmentation – A review of segmentation types and common mistakes.
• Market Segmentation: the Importance of Age Cohorts – Examines age cohorts as a specific segmentation variable used in marketing.

Also, consider targeting homes that were built between the 60s and 90s. They usually have the proper setup already in place, and will take less labor/hours to complete jobs. Smaller homes are less expensive to upgrade, and they have fewer surprises that could impede technicians’ work.

Credentialing & Continuing Education

TIP #1. STAY INVOLVED IN YOUR INDUSTRY: Know your industry. Go to trade shows, take part in manufacturer training for new equipment you will be purchasing or using, make continuing education mandatory for your employees so that you are all knowledgeable and on the same page. In many cases, this can be done off-season so that you can maximize revenue during peak times. Networking with other HVAC professionals is a good way to broaden your scope of work and get to know industry leaders’ tips and tricks. Check out these sites for more information on associations, conferences, and industry-specific education.

• ACCA Association, Inc.
• Air Conditioning, Heating & Refrigerating Exposition
• Plumbing, Heating, Cooling Contractors’ Association

TIP #2. MAKE SURE YOU ARE LEGAL: Ensure that both you and your staff are properly licensed, and that you have the necessary permits to operate a business. Visit this site for licensing information listed by state:

• National Contractors

A number of companies also offer certification preparation courses, such as:

• HVAC Training Solutions – 19 training modules, varying in course length, and ranging in price from $150 to $1,185.
• Education To Go – 320 hours of training for $3,095. Online training has 16 sections, with a subscription length of 60 days per section. Each section contains 6 modules, incorporating reading assignments, web site tours, applied exercises, quizzes, industry terminology definitions, video clips, animations, images, and printable handouts.
• American Trainco – Courses range in price from $495 to $1,980. Air conditioning and refrigeration course includes the certification test for EPA section 608 at no extra charge to HVAC students.

Once you have obtained the appropriate credentials, list them on your website, business cards, advertisements, etc. Contact the Better Business Bureau about becoming an accredited member. Join the ACCA. Professional licenses and certifications make your business a more trustworthy option for consumers.

TIP #3. CODES ARE ALWAYS CHANGING: Do your research. Stay up-to-date on the latest local and national codes/guidelines that govern your business. Being part of an association makes this easy, and you can consult the United States Environmental Protection Agency for additional information.

• Air & Radiation – info about pollutants, indoor air quality, regulations, statues and more
• Construction Sector – for establishments primarily engaged in the construction of buildings or engineering projects
• Health & Safety – info on the environmental hazards that can threaten our health in our everyday lives

TIP #4. INDUSTRY MAGAZINES ARE YOUR FRIENDS: The U.S. Department of Labor and Statistics expects a 34% increase in HVAC mechanics from 2010 to 2020, so you will grow if you have the right setup. Subscribe to industry magazines and resources, and stay informed about the latest consumer trends and statistics. Take a few minutes to look over these and other HVAC trade publications:

• HVACR Business – Free subscription, available in print or digital format.
• HVAC & Refrigeration Insider – Free subscription, quarterly national edition in print format.
• Air Conditioning, Heating & Refrigeration News – Subscriptions available in print and digital formats, 1 to 3 year terms. Starting at $15 for digital only.

After reading through this comprehensive list, it might be overwhelming to see just how many factors there are to consider as you get your business off the ground. It’s a lot to learn, and it will take considerable time and consistent dedication. While there is no secret formula to guarantee that your business will be successful, following these guidelines is about as close as you can come to ensuring profitability and continued growth. You know the saying – “Slow and steady wins the race.” It’s darn good advice, and it’s an important reminder that rushing through your business plan and cutting corners will put you on the fast track to disappointment. Another one of our favorites is, “Rome wasn’t built in a day,” and your business won’t be, either. So take your time. Success is a result of hard work and careful preparation. Be patient and trust the process. It works!

The post The ultimate HVAC business plan. [Updated] appeared first on Specialty Answering Service.

We’ve seen firsthand how a service like Specialty Answering Service can benefit a company in the midst of a product recall. However, if you’ve never experienced a product recall and think you can answer the calls on your own, think again. 1-2 calls at a time is doable, 1000-2000 calls all at once is a nightmare. If you don’t think you need extra help answering calls during a product recall, we created a list of reasons why your company should use an answering service to handle the extra traffic. Feel free to thank us later.

1. Answering Services Handle High Call Volumes

Recall announcements are usually followed by a blitz of phone calls – AKA an answering services bread and butter. Answering services can handle a ton of calls on any given day. Imagine getting inundated with day to day calls on top of calls about your recall. It’s just not realistic that you’ll be able to handle the call volume while keeping everyone happy.

In terms of customer service, having your callers wait on hold is the cherry on top of a terrible cake – and that cake has unfortunately also been recalled. Just having an answering service in place that can cut down on hold times is definitely a step in the right direction. Even through all the frustration of having to call customer support about a product recall, your customers will be grateful to talk to someone right away who can help them. Trust us.

2. Answering Services Are Available 24/7

In addition to handling a high volume of calls, most answering services are available 24/7 (if your service is not, look for a new one). This is especially important if your company distributes products across the nation and/or globe. Since not all of your customers are going to be located in the same time zone as your business, you’ll want to make sure that no matter what time your customers are calling, there will be a friendly voice to answer.

If you would like to try and answer as many calls as possible in house, you can set up conditional call forwarding on your line so that your answering service can handle all of the calls that you can’t get to during business hours, and then handle everything when it’s closing time.

3. Answering Services Can Help Save you Money

To put it simply, recalls are costly. Not only have you put time and money into creating the product, but now you have to spend extra time and money taking those products back, fixing them, and then redistributing them. On top of that, you’ll also have to provide refunds and credits to your customers as incentive for them to remain your customers. Talk about breaking the bank! However, an answering service is a less expensive alternative than paying your employees over time to stay after hours for who knows how long until the issue is corrected.

4. Answering Services are an Extension of Your Business

Answering services are essentially a branch off of your own business, and can act as such, too. Sure, they can take messages, but they can also transfer calls, answer questions, process returns, place orders for new replacement parts, and essentially give callers the customer service they have come to expect with your company. Since the majority of people calling will be asking questions, getting your FAQs up to date is crucial. Some great examples of helpful FAQs during a recall are:

1. When did the recall start?
2. What product or products are under recall?
3. Do you have an idea of when the issue will be corrected?
4. Where can customers drop off defective equipment?
5. Is your company providing refunds? If so, how do your customers get one?
6. Is there a time frame of when your customers can return tainted products?
7. Do you sell the product under other brands?
8. Any other updates regarding the recall?

Pro tip: If you use a customer relationship management (CRM) software to manage all client data and/or support tickets, see if your answering service can integrate with your platform. Integrating with a CRM can save you and your employees a lot of time since you won’t have to manually enter in those tickets yourself. 

5. Answering Services can Speak Spanish

Recalls can affect anyone, so it’s important that you have the proper representation for all of your customers. While not every answering service offers bilingual support, there are many that do. So, if you have a large client base of Spanish speaking callers, you’ll want to make sure they are able to receive great customer support as well.

If your answering service does provide bilingual support, you should see if they can add an automated greeting to your line, like an IVR. That way your callers don’t have to dial different numbers. They can just press 1 for English or 2 for Spanish and be automatically directed to the appropriate person.

6. Answering Services can Make Outbound Calls

If your company is trying to get ahead of the curve and reach out to customers before they call you, answering services can assist with that as well. Whether you need direct mail follow up regarding the recall, or if you’re just making regular phone calls, it would be a good idea to have one line open for inbound calls, and another line specific to making outbound calls. That way you can kill two birds with one stone, or maybe something less morose.

Being proactive about the situation can not only cut down on the inbound calls you will receive, but it may also leave a better taste in your customers’ mouths (quite literally if we’re still talking about the whole lettuce thing).

7. Answering Services can Save Your Brand

While the story of the tainted romaine is the latest news in the recall world, it may not be the best example of how an answering service can help save your brand, mainly because the outbreak didn’t stem from one specific brand, only a general location.

From that general location, thousands of romaine hearts were distributed across the country to various vendors like grocery stores, markets, and restaurants, but what phone number are consumers supposed to call for assistance? Sure, they can call the grocery store they bought it from or the restaurant they ate at last night, but it’s not as clear cut as it would be if a company like Ford or Honda shipped out cars that had some sort of defect. So, when handling recalls, make sure your customers know exactly who to call for all of their questions and concerns for streamlined support.

The post 7 Reasons Why You Should Use an Answering Service to Handle Product Recalls appeared first on Specialty Answering Service.

At SAS, we’re experienced at taking telephone donations for telethons, however, answering calls for telethons is really not an easy task! One of the biggest challenges is staffing. It’s always difficult to staff the call center properly when there’s no past traffic pattern to base staffing estimates on. It can also be a challenge to develop a script without testing it out on real calls. The problem with telethons is that calls come in all at once over a few days (or few hour) period, so there is no real feedback cycle. You either get it right from the start, or fail. The nature of the charity telethon means the script needs to be perfect from the jump or you’re risking missing donations.

If your non-profit is hosting an annual charity pledge drive or holiday fundraiser, and you’re considering hiring a live answering service to help manage the phone traffic, we’ve complied 7 must do tips to ensure a successful experience.

#1: Add FAQs

If people are donating money, they’re bound to have some questions about where their money is going. To help with that, it’s always a good idea to add some Frequently Asked Questions (FAQs) to make sure the virtual receptionists handling your calls are armed with answers to callers questions. If callers have questions regarding what the campaign is for, or where they’re sending their money to, it doesn’t look good for your cause if the people they are speaking with aren’t able to answer. So, it’s important to get your answering service up to speed. Some great examples of FAQs for telethons include:

1. What is the campaign all about?
2. How did it get started?
3. Can I donate online? If so, what is the website?
4. Can I make a one time donation or does it have to be monthly?
5. Is there a minimum to how much I can donate?
6. Where does the money go?
7. Am I able to cancel my monthly donation at any time?
8. What are the payment methods?
9. Can I use Paypal or an eCheck or does it have to be a credit card?
10. Is my donation tax deductible?
11. Are there incentives included with donation levels? If so, how and when will I receive my gift?

Pro tip: If you run different telethons, you’ll want to make sure to update your FAQs as the campaigns change. 

#2: Let Your Callers Know They’re Speaking with an Answering Service

A great tip for anyone using an answering service to field calls for their pledge drive is to let the callers know upfront that they are speaking with a service. If the callers think they are talking to someone from the organization, it may tempt them to ask a bunch of questions that the reps won’t be able to answer. Sure, you can add FAQs to help them out but it’d be almost impossible to add every little piece of information.

The good news is, callers are generally receptive to the fact that they aren’t speaking directly with someone at the organization. It’s like when you call PETA to donate and get Chris Pratt on the phone. You know he’s not going to know who the charities board members are, but he will absolutely know how to take your donation! We recommend having the virtual receptionists say something like: “Thank you for calling the Animal Welfare Society’s annual telethon’s answering service, can I help you place a donation?” That way you are letting callers know right away who they are speaking with. When callers know they are speaking with an answering service, they are less likely to ask those in depth questions that may  leave the agent saying “um…”

And, for anyone that has questions outside of the scope of the script, we recommend adding a path in your script for questions or escalations. That way, if someone isn’t donating on the spot and they need more data the answering service agent can’t provide, the receptionist can just pass a message to your charity.

#3: Implement a Simple Web Form

Like any call center interaction, you always want the receptionists to get on and off the phone quickly so that they can handle as many calls as possible. However, if your website is complex or you’re having the receptionists fill out a long web form, your calls are going to be anything but short. And if the answering service is handling a million and a half calls, you want to make sure the agents aren’t tied up for very long on any call. If your web form is simple and straight to the point, your callers will have a positive experience and may even decide to donate more. An example of a simple web form would be:

1. Name
2. Phone Number
3. Email Address
4. Donation Amount
5. Is it a monthly donation or a 1 time donation?
6. How you heard about the event (optional)
7. Billing Information

#4: Tweak the Script Before the Event

Getting callers on and off the phone as quickly as possible is crucial to maximizing your donations. In addition to implementing a simple web form, you also want to make sure the script itself is fool proof. And, you definitely don’t want to wait until you start getting calls to realize there is an issue with your script. We suggest placing test calls prior to the event so that you can locate any hiccups and get them ironed out quickly. Once you have the script perfected, you can rest easy knowing that your callers will have a smooth and simple interaction with your answering service.

Pro tip: Look for a live answering service that offers a free trial period, so that you can place test calls and make adjustments without getting charged.

#5: Save Your Call Script

When you hire an answering service to handle calls for your pledge drive, there are some questions you should ask before hand. For example, if you close the account after your telethon has ended, will your information be wiped or will it stay saved? If it does stay saved, will it stay saved indefinitely or will it be cleared out after a certain period of time? Asking questions like this will help you determine which answering service is the best fit for you, especially if you plan to use them for future pledge drives.

If you utilize a service that does not save your account information, you may waste a lot of time each year re-building your account from scratch, only to have it wiped again. To avoid this, you could look for an answering service that will not wipe your information, or you could inquire about their lowest plan to keep the service active until the next telethon airs. Most telephone answering services will have a low volume or economy plan which has no usage allowance and just serves to maintain the programming. However, some services will keep your information saved for a year or more when you cancel which makes for an easy reactivation process.

#6: Purchase Your Own Toll Free Number

While many answering service offer toll free numbers at no extra cost, it’s a good idea to purchase your own. That way if you do happen to leave service after your telethon airs, you won’t lose that number. When you aren’t advertising your donation number, you can route calls back to your office and forward them again to the service once you have a new pledge drive. However, if you wanted to keep the service active year round to use for emergencies, you could forward your toll free number to the service whenever is convenient for you.

Pro tip: Having your own toll free number will also allow you to advertise that number with no restrictions. While you are able to advertise numbers that answering services give you, you are usually unable to take those numbers with you should you decide to leave service. So, you could waste a lot of money by putting that number on TV or billboards if you don’t actually own it.

#7: Alert your Answering Service of High Volume

The last thing you want when running a telethon is for your callers to wait on hold. So, it’s really important that you let your answering service know beforehand that you will be sending a lot of volume their way, that way they can prepare for the high volume and staff up accordingly. Otherwise, your calls are going to get backed up, and your callers are going to wind up disconnecting, which means less donations for your charity. In addition, if you run an annual telethon, it may prevent them from calling back next year. So, let your answering service know of the event in advance and then sit back and watch the donations roll in.

Pro tip: Send a notification to your service at least 2 weeks in advance so they have ample time to prepare. 

The post 7 Tips When Using an Answering Service For Your Charity Telethon appeared first on Specialty Answering Service.

Having a screening question up front can not only help streamline calls, but it also allows the operator to get right to the point of taking down the caller’s information. Usually when you have a simple “how may I help you?” you open up the door for callers to go on about their issue or why they’re calling. This almost always drives up the cost of your answering service, and it may also annoy callers when they realize they aren’t actually talking to someone from the office. This is especially true for legal firms who may not want their callers discussing any private information with anyone other than the lawyers themselves, but can really be applied to any industry.

Check out these great industry specific alternatives to “How may I help you?” listed below:

Medical Industry

1. Hello and thank you for Tiny Tot’s Pediatrics, may I help you schedule an appointment?
2. Thank you for calling the after hours answering service for Dr. Joe. Is this an emergency?
3. Women’s Health Clinic. Are you a new or existing patient?

Dental Industry

1. Bright White Smiles. Are you calling for our orthodontic office or our dental office?
2. Hello and thank you for calling Perfect Teeth Dental. Are you calling to schedule a cleaning?
3. Thank you for calling the after hours emergency line for Berwyn Dental. Is this urgent or can this wait until business hours?

Auto/Transportation Industry

1. Ridge Auto Dealership. Are you calling for sales or for service?
2. Thank you for calling Jake’s Towing Company. Do you need a tow?
3. Hello and thank you for calling Limo Express. Are you calling to book a ride?

HVAC/Plumbing Industry

1. Busted Pipes Plumbing, what’s your emergency?
2. Thank you for calling JM HVAC. Are you calling for HVAC or plumbing services?
3. Hello, you’ve reached the answering service for Rogers’s Heating and Air. Are you calling today for residential or commercial service?

Veterinary/Animal Industry

1. Thank you for calling Skip’s Veterinary Hospital. Are you calling for our large or small animal practice?
2. Thank you for calling the Animal House. Are you calling for our grooming services or for doggy day care?
3. Hello and thank you for calling Creature Care. Are you calling to schedule an appointment?

Legal Industry

1. Buck’s Legal firm. Are you a new or existing client?
2. Thank you for calling NY Legal. Are you calling for our criminal defense or injury law firm?
3. Hello and thank you for calling Edward Smith law firm. Are you calling to set up a consultation?

Real Estate/Property Management Industry

1. Hello and thank you for calling Best Homes Realty. Are you looking to buy or sell a property?
2. Thanks for calling Lakeview Apartments. Do you have a maintenance issue?
3. Thank you for calling Regal Properties. Which property are you calling in for?

Travel Industry

1. Hello and thank you for calling Amazing Vacations. Are you calling to book a trip?
2. Thank you for calling Trips Around the World. Are you calling in regards to your reservation?
3. National Park Tours. Is this an urgent request?

As you can see, there are many different ways an answering service can answer the phone instead of “how may I help you?” Since virtual receptionists are virtual, they aren’t going to know the ins and outs of your business like you would, and they also shouldn’t be the ones judging if a call is urgent or not. While a simple greeting may work for your receptionists in house, you also have to take into consideration what would work best for your virtual receptionists. After all, you want your callers to be taken care of as quickly and efficiently as possible no matter who is answering the phone. Happy customers = Happy business!

The post 24 Alternatives to Answering Your Phones With “How May I Help You?” appeared first on Specialty Answering Service.

Tip #1: Route calls properly

Having someone answer your calls 24/7 is huge. Like elevator in your house, 5 car garage huge. If any potential clients call your number and get your voicemail, you’re leaving it up to chance that they’ll leave a message – or call back later. To properly route calls, we recommend setting up conditional call forwarding on your phones during business hours, after hours, and holidays. Conditional call forwarding is included as a free feature with 99.9% of all phone providers, so you’ll need to contact your provider (like AT&T, Verizon, or Comcast) to get it activated and configured. With this feature activated, if you are too busy to answer, your phone can be configured so instead of routing to voicemail, it will roll over to your answering service. During after hours, weekends and holidays you can roll them directly over to the answering service instead of having the phone ring at all on your side. While voicemail is perfect for when you’re screening calls from your in-laws, it’s not great for capturing leads.

Tip #2: Use virtual assistants

If your answering service is just passing messages to your office, see if they can do more – as most answering services often can do significantly more than just answering calls. Most services also double as virtual assistants. Virtual assistants can answer questions, dispatch calls, schedule appointments, and do basically everything else a normal receptionist can do. For example, an answering service agent should be able to schedule showings. If you want your answering service to schedule showings, most can pop out to your web based software to schedule, or they can often schedule on popular calendars like Google Calendar.

If your real estate company also manages rental properties, you may be receiving calls from tenants that have maintenance issues. With a virtual assistant, you can have them field and dispatch urgent calls any day or time. Many services can text, email, fax, page, and/or dial out to the assigned on-call technician to relay the appropriate message. If your tenants are looking to pay rent, virtual assistants can also usually take payments over the phone, or assist callers in paying via an online portal. Essentially, the less you have to do yourself, the better.

Pro tip: Usually the more an answering service does, the more they will charge. If you are paying your answering service by the call, there will most certainly be extra charges for things like accessing your website to schedule, accessing FAQs, etc. For services that charge by the minute, there usually won’t be extra charges as the cost of the call is a function of the length of the call – and if the agent is doing more than taking a message, the call will cost you more.

Tip #3: Use multiple numbers for lead tracking and faster calls

If you manage more than one property or have more than one listing, you should set up different numbers with your service to help keep calls moving quickly and to help you understand which channels are generating your call traffic. See if your answering service can provide multiple local or toll free numbers. Assigning one number to each property will give your callers a streamlined experience so that they can be efficiently managed. Or, you can have one number for property management and another for your real estate services. Having one number for all properties to call with issues can result in errors and confusion. This could lead to longer than normal calls and frustrated callers.

Even if you don’t manage properties and strictly sell them, having multiple numbers is great for lead tracking. For example, all of the houses you’re selling in one area can be directed to one number, whereas the houses you’re selling across town can be directed to another. Or, if you happen to sell both commercial and residential real estate, you can have two different numbers for both. This way, you can understand which phone calls are coming from which properties to give you stronger customer service insight.

Tip #4: Add FAQs

Just like you would want your receptionist to answer questions about your business when asked, you should expect the same from your answering service. It’s best to provide them with as much information as possible. For people asking simple questions like: “what are your business hours?” or “what are your fees?”, you can save a lot of time by having the agents answer those questions for you. The more information the agents are equipped with, the better they’ll be able to handle your calls. This also means less messages they’ll have to take, and less time you’ll have to spend returning calls.

Pro tip: Update your FAQs frequently to keep up with the properties you have available. For example: “Is the house on Peach street still available?” “It sure is, would you like me to schedule a showing?”

Tip #5: Customize your call handling

Continuity is a great thing. When someone calls your office and speaks to your receptionist, you want them to have the same call experience when they get your answering service. We suggest customizing your scripting, or your call handling, to reflect your business as much as possible. For example, you can have a call option for people looking to put their property on the market, a call option for people looking to buy, a call option to schedule a showing, etc. You should also see if you can set up screening questions to see if the caller is a new or existing client. Then, you can have new clients transferred to you so that you can capture the lead ASAP, whereas existing clients would just leave their information with an agent for a call back. See what works best for your business and run with it!

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