Offering customers a consistent channel of communication will become the priority in 2024, particularly in the commercial HVAC and refrigeration industry. Customers that proactively reach out will avoid automated response tools at a greater level, and will considerably demand a personalized response from team members they trust. More companies will leverage personalized experiences for their customers through reliable, trustworthy, and expert communication via evolving channels.

Communicate Clearly

Many organizations do not recognize that customer experience is a competitive differentiator that will impact their success because customer experience impacts retention. By clearly defining what customer experience your company values, your communication will create consistency and fluency with your customers, vendors, and team members.

• Listen
• Organize
• Serve

Focus on areas that will set the highest possible standards for customer experience and relentlessly implement clear communication.

Connect To Your Why

When your customer experience is connected to your mission, your company's why should be readily apparent within your communication with current customers, prospective clients, and top talent. By supporting your customers, all company stakeholders will understand that your organization is driven by purpose.

Make Communicating Seamless

Effective communication includes being available to your customers, vendors, and team members consistently and reliably. Forcing communication through specific channels, regardless of your customer demographics, will be a strategy of the past. Companies that choose to evolve and prioritize customer experience will leverage a variety of channels to ensure they are communicating where their customers live and implementing seamless, reliable services. This evolution will deliver exceptional experiences and drive customer retention.

Ignite Your Communication Strategy

Clear, digestible communication is at the forefront of collaboration with your current and prospective customers as well as your partnerships. By developing an all-encompassing strategy about your commitment to customer experience, you are benefiting from a complete understanding of your customers, helping you attract and retain clients and your top talent while differentiating your organization within the marketplace.

Leverage Relationships

Relationship-focused strategies have shifted from transactional short-term solutions to long-term reliability from commercial HVAC and refrigeration professionals. This trend is guided by customer experience, service-driven demands, and consultation requests to make calculated business decisions, encouraging service providers to deliver quality and supply expert feedback.

For customers, long-term reliable partnerships lower costs and provide proactive service, which can extend the life of their HVAC and refrigeration systems.

Partnering with RMS

RMS understands the importance of installing high-quality HVAC systems that meet your needs. Our team of experts provides customized solutions that optimize your units and implement cost-reducing energy efficiencies.