10 Tips for Earning Referrals for Your HVAC or Plumbing Business

While it's true that referrals lead to sales, it's important to recognize that you won't get referrals by wishing for them. Instead, referrals roll in when you can turn customers into advocates for your company. Your services must exceed customer expectations and entice clients to share your plumbing or HVAC company with others. But sometimes, you must also take proactive steps to get the referrals flowing.

Fortunately, a few tips and tricks are available to help you encourage customers for your business. Check out these easy-to-implement ideas for gaining more referrals.

What Are Referrals and Why Are They Important?

When a customer requests your HVAC or plumbing expertise, your goal should be to provide only the top service to achieve complete customer satisfaction. When customers have a positive experience, they may relay this satisfaction to others, especially when learning friends or family require air conditioning repair, heating system maintenance, or plumbing services. This positive word-of-mouth often generates business referrals.

When you receive a referral, it speaks volumes about your business. Yes, referrals ultimately lead to increased sales, but they also underscore your business' reputation — meaning customers were satisfied enough with your services to recommend them to others. Upholding this elite customer service will continue to help you gain business and stand out amongst your local competition. 

Top Tips for Earning Business Referrals 

Maintaining top customer service and satisfaction rates is essential to both the success of your HVAC or plumbing business and to receive increased business referrals. While upholding these standards, here are some additional tips you should leverage to boost business referral rates further.

1. Ask the Right Customers at the Right Time

When requesting referrals, timing, and choice of customers matter. Here’s how to do it effectively:

• Target Satisfied Customers: Focus on customers who had successful installations, quick fixes, or were impressed by your emergency services. Happy, satisfied customers are more likely to give positive referrals.
• Pick the Right Moment: Ask for referrals at the end of a successful job when the positive experience is fresh in their minds. A technician can say something simple like, “If you know anyone else who might need our services, please let them know about us.”
• Avoid Asking Too Soon: Don’t ask for a referral before you’ve fully resolved their issue or while they’re still unsure about your service. Wait until they’ve seen the value of your work.
• Be Casual and Friendly: Make the request in a casual, friendly manner. Customers are more likely to respond positively to a personal touch than to a formal request.
• Follow Up: If they seem interested but don’t give an immediate referral, follow up later with a thank-you note and a gentle reminder.

2. Keep Up with Third-Party Reviews

Reviews are key to your HVAC or plumbing business. Most people check third party reviews before they choose a service. After a job is done, ask happy customers to leave a review. But don’t ask every customer for a review immediately after a job, especially if it didn’t go perfectly. That could prompt unhappy customers to leave a review they might not have written.

Don’t let reviews—the good and the bad—go unresponded to. Always respond to reviews, address the issue, and show potential customers you care about great service. How you respond to your reviews also says a lot about how you treat customers.

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3. Create a Referral Rewards Program

To help drive business referrals, you may want to consider adopting a simple referral program – a plumbing or HVAC referral club. For example, if a current customer successfully refers you to a new customer, consider offering a referral reward like a free air duct cleaning, a discount on plumbing or HVAC system service call, or an Amazon gift card or Visa gift card as a way of saying "thanks" for their good word. With a simple referral program, you can further help drive current customers to recommend your plumbing or HVAC services to family members, friends, and neighbors on a more frequent level. 

Be sure to define rules and limits for your program. You want to maximize referrals but limit your costs to ensure the program is profitable. Good word of mouth is most valuable if you don't go broke paying for it!

4. Adhere to a Company Mission

Establishing and sticking to a strong company mission can help drive solid technician productivity and enhanced customer satisfaction. By adhering to a company mission, you and your team know what professional level and values to uphold. When you have a company mission that all employees understand, that can translate into increased worker productivity and happier customers who will likely trust your business for years to come. With the success of a satisfied customer, you can further expect the possibility of them referring your services to others. 

5. Push Customers to Your Company's Social Media

In today's day and age, social media is a powerful and practically essential tool for any business. By incorporating social media platforms like Facebook into your marketing efforts, you can help gain the attention of potential new customers and establish a point of contact and information for recurring customers.

For example, upon completing a system installation, follow up and request that the customer check out and follow your social media. From service specials to information on your referral program, these followers can relay details of your company to others who may be in need. 

6. Tie a Referral Program into Marketing Efforts

Whether it's print marketing or email marketing, be sure to incorporate information regarding your referral program into your various efforts. With marketing channels, you can educate customers on current service specials, discounts, company news, and of course, the details of your referral program. Spreading the word on your referral program not only informs and entices pre-existing customers on the program and its potential benefits but also gives new customers an extra push to seek your services. 

7. Network with Local Businesses 

In the world of HVAC and plumbing, it's important to remember that receiving business referrals is not only made possible by customers. As a matter of fact, some of your local partners in neighboring industries can be some of the most successful sources of business referrals available. For example, fellow housing contractors, electricians, and property managers all hold similar customer bases who may also require your services. 

Do some research to see if there are any upcoming local industry networking events where you can gain some new connections. Likewise, make the stride for yourself and your team to introduce themselves when crossing paths with other professionals. Most importantly, always offer to return the favor when successfully acquiring a new referral. 

8. Provide Top-Notch Customer Support

Quick and effective customer support can turn a satisfied customer into a loyal one who spreads the word about your business. Here’s how to make it happen:

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• Be Responsive: Answer calls and emails promptly. Customers appreciate quick responses, especially when they have urgent issues.
• Empower Your Team: Make sure your support team has the tools and authority to solve problems on the spot. This can prevent small issues from becoming big headaches.
• Follow Up: After resolving an issue, follow up with the customer to ensure everything is still running smoothly. This shows you care about their satisfaction and builds trust.
• Be Transparent: Keep customers informed about the status of their issue and what steps you’re taking to resolve it. Honest communication helps manage expectations and reduces frustration.
• Train Your Staff: Regular training ensures your team is up-to-date on the latest techniques and customer service practices. A knowledgeable team can solve problems more efficiently.
• Personal Touch: Sometimes, a small personal gesture, like a handwritten thank-you note after a major repair, can leave a lasting impression.

9. Stay Engaged with Customers

Staying engaged with your customers even after the job is done is crucial for keeping your business at the top of their mind. Here’s how:

• Thank-You Notes: Send a simple thank-you note after completing a job. It shows appreciation and reinforces a positive experience.
• Follow-Up Calls: As mentioned in the previous section, make a quick follow-up call a few weeks after service to check if everything is working well and if they have any questions.
• Newsletters: Send out monthly or quarterly newsletters with helpful tips, seasonal advice, and updates about your services. It’s a gentle way to remind them of your business.
• Holiday Greetings: Sending holiday greetings or small tokens of appreciation can strengthen your customer relationships.
• Special Offers: Inform customers of any special promotions or new services. It keeps them interested and makes them feel valued.
• Personalized Communication: Address your customers by name and mention details from previous interactions. Personal touches make a big difference.

10. Be Active in Your Community

Being active in your community boosts your visibility and shows that you care about the area you serve. Here are some ways to get involved:

• Local Events: Attend or sponsor local events like fairs, festivals, or sports games. It’s a great way to meet potential customers and build a positive reputation.
• Charity Work: Participate in or donate to local charities and community projects. Whether it's volunteering your services or providing financial support, your involvement will be noticed.
• Educational Workshops: Offer free workshops or informational sessions on HVAC or plumbing maintenance. It positions you as an expert and builds trust with the community.
• School Programs: Sponsor local school programs or sports teams. It’s an excellent way to give back and gain visibility among families.
• Networking Groups: Join local business networking groups or chambers of commerce. These groups can be a source of referrals and partnerships.
• Social Media: Share your community involvement on social media. Post pictures and stories about your participation in events and projects to engage with your audience online.

Acquire New Business Referrals With Ease

Gaining more plumbing or HVAC referrals doesn't always have to be a challenge. As you continue to ensure peak technician performance and customer satisfaction, be sure these tips are tied into your operations on a daily basis. From using your social media and marketing efforts to expanding your network of professionals, there are many avenues you can take to increase business referrals.