Ok so we are now conducting our spring AC checks and we're running about 3-4 calls daily..I simply want to know what the HVAC world feels when customers decline legitimate recommendations.. The reason is that I'm honest,loyal and sincere, would also like to achieve my 8hrs daily and the extra work thru recommendations would provide that..I find dirty blowers,evaps and outdoor coils in some calls and still have some of these recommendations decline and these are the same customers calling us in the middle of summer complaining that the ac isn't keeping the house cool enough and then we have to go back out there when we're running 7-8 calls and cleanings on top of repairs are time consuming and this makes me irritable cause they didn't address it when we were steady..what would you guys do or say in this case??
spring check issues
Ac_man
1 - 19 of 19 Posts
Ok so we are now conducting our spring AC checks and we're running about 3-4 calls daily..I simply want to know what the HVAC world feels when customers decline legitimate recommendations.. The reason is that I'm honest,loyal and sincere, would also like to achieve my 8hrs daily and the extra work thru recommendations would provide that..I find dirty blowers,evaps and outdoor coils in some calls and still have some of these recommendations decline and these are the same customers calling us in the middle of summer complaining that the ac isn't keeping the house cool enough and then we have to go back out there when we're running 7-8 calls and cleanings on top of repairs are time consuming and this makes me irritable cause they didn't address it when we were steady..what would you guys do or say in this case??
Joined
·
2,369 Posts
Joined
·
2,369 Posts
Or maybe later this summer buy a new compressor or condensing unit when the dirty coils kill the compressor.
Yep. And then they wish they had okayed the coil cleaning.
Joined
·
2,812 Posts
Ask the boss why condenser coil cleaning is not included in routine maintenance. That should be included in any spring check IMO
Many companies don't include it so the PM price is competitive with the sales tech companies.
Joined
·
8,803 Posts
Welcome to the HVACR biz, I am trying to nudge people into doing things now, they either don't want to do it, of have to wait for it to get warm out.
We charge for any type of cleanings but not all homeowners opt to have their spring check performed early in the spring..so I try to do as much with out scamming the customer cause I'm a big believer of karma..I just feel that all the money and time invested in what I consider my career should lead to a rewarding income..just my opinion..so that's why I would like to have a better percentage on convincing the owner to accept the recommendations cause I believe it's in their best interest
Depends.
If your just doing checks on new customers for a get in the door price,then they SHOULD be made aware of ALL the potential issues at hand as well as fix it now because (and in a supportive way) explain to them that when your up to your arse in calls,you won't have time to deal with it along with (emphasis) the FACT that it WILL happen.
If your doing MA Contracts,This should have already been done.
WE will NOT sell a Maintenance Agreement/PM Contract without FIRST assessing the equipment,performing everything needed to bring it ALL up to snuff and THEN do regular clean & service for the agreed to price.
When when you go out in early (cool) Spring,you have a record of what has been done and a "reasonable" idea of what to expect and if anything is out of line.
Crap, Basketball's on. BY.
If your just doing checks on new customers for a get in the door price,then they SHOULD be made aware of ALL the potential issues at hand as well as fix it now because (and in a supportive way) explain to them that when your up to your arse in calls,you won't have time to deal with it along with (emphasis) the FACT that it WILL happen.
If your doing MA Contracts,This should have already been done.
WE will NOT sell a Maintenance Agreement/PM Contract without FIRST assessing the equipment,performing everything needed to bring it ALL up to snuff and THEN do regular clean & service for the agreed to price.
When when you go out in early (cool) Spring,you have a record of what has been done and a "reasonable" idea of what to expect and if anything is out of line.
Crap, Basketball's on. BY.
Joined
·
4 Posts
It's annoying when that happens. It's like captaincompressor said they can either do the repair/cleaning or pay up for whatever big component goes out and possibly system replacement. My boss encourages us to educate the customer as much as possible. I've seen it work many times where the customer is hesitant or even completely against the repair, but after some education about the problem, be it a dirty coil and how it effects the other components, or whatever it is, leads to a total change of mind. Also taking time to educate builds trust and value in you as a technician, as well as your company. But sometimes they just don't care and you get to say I told ya do later
It really depends on what you all charge on PM to gauge what you do to there system . I've noticed home owners are spending more money on the way there house looks & cutting corners on maintenance & up keep . I hate to say this but you really got to lay it on kind of thick . I've resorted to taking pictures and showing them . I tell them this is what you might be breathing . It's your choice but I'll be seeing you mid summer when it's abot 100 out side ... Here's a pic I took yesterday . I've seen worse but it worked he said Hell ya clean it !!! Oh yea his condensate was also clogged
Attachments
Joined
·
50,201 Posts
Just create a paper trail. And take photo's. I love creating a paper trail and backing it up with photo's. Be sure to document on the invoice that you did not receive approval to do such and such. That is very important.
Then in the heat of summer, on your invoice it will state something like "found compressor dead, likely due to dirty evaporator and blower found earlier in spring".
Then in the heat of summer, on your invoice it will state something like "found compressor dead, likely due to dirty evaporator and blower found earlier in spring".
-Where I used to work the outdoor coil was included in the P.M. I'm surprised that is not normal. Granted all we used was water. Now that I started my own company, it sure would be nice to get a little extra money on the call, some of the units are a real pain to take the top off. I was going to charge extra for using chemical wash. It just don't seem like I'm doing a lot if I don't wash the condenser.
Mike
Mike
Well think about it a check up usually takes about a hour or a hour & a half throw a coil cleaning on top of that your looking at 2 to 2&1/2 hrs for a Mainteneance . Come on you have to charge for a outdoor coil washing . I mean if your lazy and half ass your check up you'll be out of there in a hour & that's after talking to the customer but being thorough is the best practice & yes sometimes sometimes washing the condenser can be a pain .. It takes more than just spraying it with water
My old boss had me scheduled every hour and that included travel time. And I think I checked more than most of the techs. I know he was impressed that I sold some indoor blower capacitors. But he was a slave driver, wanted no less than $100/hr off the van. I DON"T WORK there anymore also.
Mike
Mike
I remember when I rode with a tech that was pretty good at convincing the customer..he was 6'2" 285lbs tattoos maybe it was his size intimidation who knows but this guy would leave the homes with tickets ranging from 2-3k selling air cleaners, purifiers,water heaters,cleanings,etc.. I was amazed cause he would look for signs like dust,mold,outdated water heaters,he would ask the customers if anyone in the house had allergies or ask the customer if he found a concern would they like to be informed and when he got a"yes" it kinda made it easier..I use the same tactics and have some good results but not consistent as the tech i used to ride with..that's why I know it's doable.. But confidence n honesty is key
1 - 19 of 19 Posts
-
?
-
?
-
?
-
?
-
?
-
?
-
?
-
?
-
?
-
?
-
?
-
?
-
?
-
?
-
?
-
?
-
?
-
?
-
?
-
?
