Joseph Giannone Plumbing, Heating & Air Conditioning is a 4th generation family-owned company. Our branch specializes in heating and cooling, and our goal is to educate our customers on how their AC system works so they can improve their living experience. I love that we’re one-of-a-kind and always taking steps to innovate the way we communicate with our customers.
We schedule calls with our customers to make sure the problem they’re having isn’t something they can fix on their own first, before we charge them for an inspection. Customer communication is our number one priority, and we make sure they always know about our full-proof warranties and guarantees.
Our emphasis on quality customer service helped us grow by 40% in 2013, and by 2015 we had 22 trucks on the road. However, we eventually decided to downsize because we realized that focusing on volume alone wasn’t the right way to build long lasting relationships with customers. Instead, we wanted to shift focus to building a database of recurring customers that we could keep a direct line of communication with.
Text Request lets us do just that, and we knew right away that it was something we could utilize when we saw it at a tradeshow back in 2018. Since then we’ve gathered over 17,000 contacts in our Text Request dashboard, and we’re able to communicate with all of them at a lightning fast speed.
We have over 1,500 annual maintenance memberships and every spring we send a message reminding them to schedule their tuneups. Phone calls and emails never encouraged customers to reschedule before their plans expired. But now they almost always reply to our texts, which is great for revenue when a $49 tuneup turns into a $1,500 AC replacement! Our monthly Text Request bills are always paid within the first ten people who respond to our promotions.
Not only do we know our customers will see these texts, we also get ridiculously high response rates to them. Earlier this year we sent out 1,320 texts to remind people about their AC tuneups, 41 people responded and we generated $7,900 in revenue! The ROI is unbelievable!
Texting also allows us to multi-task, and we can talk to multiple customers at once (which saves us a huge amount of time). Our customers love not having to be on the phone, and they send us pictures of their units instead. It’s so much easier for them to text those things when they’re in a professional setting.
It comes down to basic facts for us. You have to text to maintain a steady line of communication with your customers, and Text Request is the way to do it. The numbers and ROI don’t lie!