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CHAPTER 2

Building a company for success

SECTION 1 OF 5

Send a video to all your customers

Contractors are making videos to put their customers at ease by letting them know that they are open for business and taking precautions to protect the health of their customers and technicians. Here are links to two great examples from Ken Goodrich of Goettl, a $100M+ plumbing and air conditioning company, and Josh Campbell of Rescue Air, one of Dallas’ leading air conditioning companies:

Goettl Message to Community Video

Rescue Air Message to Community Video

When making your own video, include the following types of messaging:

  • The government has labeled plumbing, air conditioning, and electrical (whatever trades you offer) as “essential services” so that you can continue to serve your community.

  • You recognize that customers rely on clean and running water, relief from the biting cold or scorching heat, and power and light for their health, livelihood, and well-being. These are not luxuries. They are life support systems, and you are the first-responders for them.

  • Families are spending more time than ever in their homes. It’s important that these systems are functioning correctly, not just for your customers’ comfort, but also for their health. For example, research indicates that a virus’ ability to spread is impacted by humidity, so maintaining your air conditioning systems to control for humidity can help limit the spread of viruses. And having clean and running water is important for general health, which helps the body fight off infection.

  • As a result, you and your team have decided to do everything you can to serve your community in this time of need.

  • And these are the steps you’re taking to keep them and your team healthy and safe:

    • Our call center is asking customers if they have experienced any symptoms associated with COVID-19 in the last 14 days. If so, we kindly ask to schedule the appointment for 14 days after the onset of symptoms.

    • Our technicians are used to giving customers handshakes and hugs, but we’ll have to just go with a thumbs up for now.

    • Our technicians will do their best to maintain a 6-foot distance where possible. Don’t worry, it’s not awkward, we’re used to it already.

    • Our technicians have always worn gloves and shoe covers and will continue to do so.

    • Our technicians will frequently clean their equipment with sanitizers and even clean their trucks using antimicrobial foggers.

    • When available, our technicians will wear masks and gloves.

    • Out of an abundance of caution, we’ve made changes to business processes to minimize unnecessary interactions, such as dispatching technicians remotely. 

We think this is so important that we’ve created a generic video that you can use to do this. Click here to access the video. To download the file, click on the box with an arrow coming out of it and choose the appropriate option.

Go to Section 2: Put a banner or pop-up announcement on your website