I use a layered, consistent approach to stay in contact with our customers. Every customer, whether they’ve had a one-time service or are on our maintenance plan, receives regular email communication. This includes a monthly newsletter with a timely service offer and current updates - such as community involvement - along with encouragement to connect on social media. We also track relevant need, such as a customer with an aging system, so we can send proactive emails to gently let them know it may be time to start considering replacement. Since many of our customers follow us on social media, I keep our company visible through a mix of regular social media posts: team highlights, educational HVAC tips, and local events we support. Our maintenance plan customers also receive personal calls/texts to keep their service on schedule without them having to think about it. And beyond those calls and digital touchpoints, I connect face-to-face at several community events throughout the year.

Showing up in multiple ways helps us avoid blind spots and remain top of mind with our customers. On several instances the result is a call from a customer who saw me at an event, which reminded them to call our office about an email or call they received from us.