So the other day I got dispatched to a maintenance on a rooftop Trane unit at a warehouse. The warehouse manager came along with me and asked if I was going to have to replace the belt again because for the last 2 years his old service company would ding him for a replacement at least 3x a year. I opened the unit and found he had a direct drive motor on the blower. When I showed him he was more pissed about it. My question is how often do you guys run into **** like this? I'm still new so this is my first time so I was curious.
Ethics?
Jim Daly
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So the other day I got dispatched to a maintenance on a rooftop Trane unit at a warehouse. The warehouse manager came along with me and asked if I was going to have to replace the belt again because for the last 2 years his old service company would ding him for a replacement at least 3x a year. I opened the unit and found he had a direct drive motor on the blower. When I showed him he was more pissed about it. My question is how often do you guys run into **** like this? I'm still new so this is my first time so I was curious.
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Just about the time you think you've seen it all............
The person that followed you to the roof will either become your best friend.... or could be your worst nightmare. Techs aren't the only ones in the daily life of a tech that peddle the bs. He got lied to for 2 years and will look really foolish if it happens again so make sure you never give him reason to doubt your word.
The person that followed you to the roof will either become your best friend.... or could be your worst nightmare. Techs aren't the only ones in the daily life of a tech that peddle the bs. He got lied to for 2 years and will look really foolish if it happens again so make sure you never give him reason to doubt your word.
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Could it be the Mgr got his units cris(?) crossed?
Ethics? WTH is that???!!!? I have this one customer for almost a decade now. Once a year or so they bring in another HVACR CO. I guess its to "compare" the goods.I had condemned a 1HP Refrig comp,and I asked their Secretary to check for a warranty on the unit. They buy used stuff all the time. I left.4-5 days later I stopped in just to check & see. Their in-house Lead Tech looked at me and said" Ha! You don't know your elbow from you ass!!!!!!!!!!!!!!" and that wording came to me from the other HVACR Co. That Refrig unit is up and running! "You screwed up!" I WAS HORRIFIED!I was MORTIFIED! My butt was watertight!
As it turned out. They removed the Cond Unit from on-site to "wash & clean" the unit cause it was so dirty.They reinstalled & started & the box got cold w/the clean CU.And I was a BUM!
As it turned out.They changed out the CU w/ an old beat up CU that they had at their 12-15 truck shop. I then showed the General Manager the comp MN&SN from the old & new comps. He didn't say a word!Ethics??? I think I do! At least the Guy in the mirror has no problem w/ my ethics!
Ethics? WTH is that???!!!? I have this one customer for almost a decade now. Once a year or so they bring in another HVACR CO. I guess its to "compare" the goods.I had condemned a 1HP Refrig comp,and I asked their Secretary to check for a warranty on the unit. They buy used stuff all the time. I left.4-5 days later I stopped in just to check & see. Their in-house Lead Tech looked at me and said" Ha! You don't know your elbow from you ass!!!!!!!!!!!!!!" and that wording came to me from the other HVACR Co. That Refrig unit is up and running! "You screwed up!" I WAS HORRIFIED!I was MORTIFIED! My butt was watertight!
As it turned out. They removed the Cond Unit from on-site to "wash & clean" the unit cause it was so dirty.They reinstalled & started & the box got cold w/the clean CU.And I was a BUM!
As it turned out.They changed out the CU w/ an old beat up CU that they had at their 12-15 truck shop. I then showed the General Manager the comp MN&SN from the old & new comps. He didn't say a word!Ethics??? I think I do! At least the Guy in the mirror has no problem w/ my ethics!
I won't pretend that there aren't crooked technicians in our industry. However, you'll find that most of unethical actions are on the other side of the table. Most often there is a miscommunication.
I find that taking time to explain things thoroughly, and not showing your frustration to a client when you're on a difficult call is very important. If you don't have the answer, collect as much information as possible, and advise them you need to research the issue. This situation mainly comes up on intermittent failures. Typically, if the unit doesn't work, the issue is a bit more obvious.
Most situations where the customer feels "ripped off", is when they don't feel they've gotten value from a call. Yes, you repaired the unit, and it's up and running. However, if you're there less than 5 minutes, collect a hefty bill for a run capacitor, and don't give much of an explanation, then they will look at it as over paying for a run capacitor.
So, take the time to look at the other components. Explain to the customer how the system is running, the immediate issue and part you had to replace. Mention some of the data you collected from some other readings. Go through a quick spiel on the integrity of the system, and what they might expect in the future. In most cases, this will turn their attention away from the "over priced" part, and understand that they just paid for a qualified technician to thoroughly check their system.
Remember VALUE MUST EXCEED COST, every time... You have to show value to the consumer.
As for the situation that you've described? Well, it happens but not that often. Most times it's the previous company just didn't care, rather than blatantly stealing.
I find that taking time to explain things thoroughly, and not showing your frustration to a client when you're on a difficult call is very important. If you don't have the answer, collect as much information as possible, and advise them you need to research the issue. This situation mainly comes up on intermittent failures. Typically, if the unit doesn't work, the issue is a bit more obvious.
Most situations where the customer feels "ripped off", is when they don't feel they've gotten value from a call. Yes, you repaired the unit, and it's up and running. However, if you're there less than 5 minutes, collect a hefty bill for a run capacitor, and don't give much of an explanation, then they will look at it as over paying for a run capacitor.
So, take the time to look at the other components. Explain to the customer how the system is running, the immediate issue and part you had to replace. Mention some of the data you collected from some other readings. Go through a quick spiel on the integrity of the system, and what they might expect in the future. In most cases, this will turn their attention away from the "over priced" part, and understand that they just paid for a qualified technician to thoroughly check their system.
Remember VALUE MUST EXCEED COST, every time... You have to show value to the consumer.
As for the situation that you've described? Well, it happens but not that often. Most times it's the previous company just didn't care, rather than blatantly stealing.
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When I first got into the trade I had this old lady who said she wanted her freon changed so the AC would work good in summer. I told her that it was a bit low due to a leak at a stem that needed a cap, but that was a simple fix.
She really wanted her freon changed. She kept saying the last guy would change it every year.
I asked he how often she had the freon changed in her refrigerator. Then she finally got it.
She really wanted her freon changed. She kept saying the last guy would change it every year.
I asked he how often she had the freon changed in her refrigerator. Then she finally got it.
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Techman Terry:
Not knowing you or the client or the other company involved makes this difficult, but I was mulling this over this morning after I first read your post, and here's what I came up with: I would take the manager to show him the unit and point to it, and say, "this is not the unit where I had proposed to replace the compressor. Now if I were you sir, I would call that company, ask them if they have a man available to drive over here right now, and if he says yes, tell him to put your old condensing unit on the truck and bring it back over here..... and find out what kind of response you get when you ask him to do that."
Not knowing you or the client or the other company involved makes this difficult, but I was mulling this over this morning after I first read your post, and here's what I came up with: I would take the manager to show him the unit and point to it, and say, "this is not the unit where I had proposed to replace the compressor. Now if I were you sir, I would call that company, ask them if they have a man available to drive over here right now, and if he says yes, tell him to put your old condensing unit on the truck and bring it back over here..... and find out what kind of response you get when you ask him to do that."
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Good Point tb.I'll keep that good advice in mind. This "situation" happened a couple of years ago. I still have the client and now they have me involved in another of their properties.
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The manager understands the problem so you won't need to get in the middle of a fight that's probably about to start.
It seems like in my area many of the larger HVAC service provider companies are being taken over by investors who are very sales driven. The best model is for a tech with 20 years of experience to start his/her own business and grow the business by doing great work. These days many of the HVAC service companies are owned by guys who've never run had their hands on a furnace before. They put an enormous and overwhelming pressure on the techs to generate leads and minimum sales quotas. These practices are harmful to everyone and lead to the kinds of problems like you encountered.
You might remember how Wells Fargo got into trouble a few months ago because the CEO's were pressuring the sales staff with unreasonable quotas and this led to scandal. My fear is that this other company who billed the client for belts will just scapegoat the tech who billed the work, and the managers who pressured him will get away with it
It seems like in my area many of the larger HVAC service provider companies are being taken over by investors who are very sales driven. The best model is for a tech with 20 years of experience to start his/her own business and grow the business by doing great work. These days many of the HVAC service companies are owned by guys who've never run had their hands on a furnace before. They put an enormous and overwhelming pressure on the techs to generate leads and minimum sales quotas. These practices are harmful to everyone and lead to the kinds of problems like you encountered.
You might remember how Wells Fargo got into trouble a few months ago because the CEO's were pressuring the sales staff with unreasonable quotas and this led to scandal. My fear is that this other company who billed the client for belts will just scapegoat the tech who billed the work, and the managers who pressured him will get away with it
Something I'd like to point out - as we dont know what the original maintenance contract stated. If it was like mine it reads-
"Maintenance for $X includes:
- belts
- filters
- up to X lbs of refrigerant
- cleaning solution
- labor"
Just because it was mentioned doesnt necessarily mean it's needed (it's just part of the package). And perhaps the contract was charged 3x a year.
"Maintenance for $X includes:
- belts
- filters
- up to X lbs of refrigerant
- cleaning solution
- labor"
Just because it was mentioned doesnt necessarily mean it's needed (it's just part of the package). And perhaps the contract was charged 3x a year.
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That's true..... a lot of contracts say "includes belts," whether you've got a direct drive blower or not.
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Knowing me? To this day,if it takes me 10 hrs to replace a Refrig CU ,I will bill for 8hrs because I KNOW THAT I SCREWED UP for two hours.The Guy in the mirror looks at me & he just smiles and nods his head,just once! Thats me!
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