[hewitt]

How important do u think sales are when u go to a house for a service call nd the compressor is burned up and the uhit is 15 years old.How would sale them a new unit or do u have the sales knowledge to do so?

 

[George2]

How important do u think sales are when u go to a house for a service call nd the compressor is burned up and the uhit is 15 years old.How would sale them a new unit or do u have the sales knowledge to do so?

Are you a salesperson or a service tech?

 

[CrispinHvac]

Its is important! However i dont think as my self as a sales person. Im a technichian. I Inform and educate the customer and explain what the pros of cons of what options that they can make.

I find asking the customer questions about there comfort and beging observent about there home to see what there needs are! I never want to have a customer over purchase i want them to purchase what the want and need.


I do sell alot of units and acessores, but i dont do it in a sales pitch way or am i high pressure


So in the world we live in to be profitable in the resedential market you need to be a service tech and inform and educate the customer about the products and services that are out there.


I could wright alot more but i will stop hear, this is my take on it tho

 

[George2]

I know it's going in that way were the service tech is trying to sell the customer while still at the home. I think this is a big disservice to the homeowner.

The main problem (that I see) is that it's very difficult for the service guys to know everything that is out there. From the products, to the correct sizing of the equipment, utility rebates, tax credits, manufacture rebates, warranties and solving any duct sizing issues, just to name a few.

I'm a salesperson. It would be hard for me to stay on top of the ever changing service needs of the new (and old) equipment while learning the features and benefits
of the new equipment and everything else mentioned above.

The customer gets screwed in the end. Not because someone is dishonest, I think most in our business are honest, I just thing because it's a hard business (we have to wear so many hats) that their is not enough time to do it right.

The ironic thing is, by not doing things right the first time, it creates more work (and unhappy customers) in the long run.

 

[skippedover]

I feel it is the duty of the technician to discuss the client's options, including some estimated costs. Keep in mind, with an older unit, there is some 'crystal ball gazing' going on. How many times will the unit need repairs before the customer throws in the towel and buys a new one? How much above today's costs are they willing to put into the unit to keep it running? How much will today's repair cost? What is the average life of a a unit similar to theirs?

Good salesmen are more psychiatrist than anything. They have to get the customer to 'Want to purchase' rather than them selling. It's the old "sell the sizzle, not the steak" routine.

All that having been said, the technician has a huge impact on the client's thoughts and emotions. If the tech says they need a new one and the customer is dubious, a lot more than the sale might be lost. The customer in that case may very well seek a second opinion who recommends repair, repairs the unit and you've lost a client. So the first thing to determine is whether the client is totally taken aback at the suggestion to replace or is receptive to the mention of replacement. Customers typically view the technician as the 'expert' but are also pretty savvy when it comes to something not passing the 'sniff' test. So it's a fine line and ultimately should be the client's decision.

 

[bmathews]

Kind of a no brainer to me. I wouldn't even offer the option of a new compressor. I'd just tell them they need a new condenser. If they didn't want to replace the coil/furnace/air handler. I'd sell them an R410 condenser and change the metering device on the coil to match and move on. Selling them a compressor on a unit that old is ripping the customer off IMO and I don't want to own their POS condenser, the first time the motor goes out or the contactors get ants in them, they'll think it's under warranty. Selling them a compressor is going to cost just as much as a new condensing unit. If they insist on a new compressor, I'll hand them a bill for my service call and diagnostic fee and move on down the road. I won't change the compressor.

 

[George2]

Kind of a no brainer to me. I wouldn't even offer the option of a new compressor. I'd just tell them they need a new condenser. If they didn't want to replace the coil/furnace/air handler. I'd sell them an R410 condenser and change the metering device on the coil to match and move on. Selling them a compressor on a unit that old is ripping the customer off IMO and I don't want to own their POS condenser, the first time the motor goes out or the contactors get ants in them, they'll think it's under warranty. Selling them a compressor is going to cost just as much as a new condensing unit. If they insist on a new compressor, I'll hand them a bill for my service call and diagnostic fee and move on down the road. I won't change the compressor.

Every scenario is different. I don't think it's our call to make.

We can give the customer the options and go from there. Obviously, the new condenser is the best place to start if money and other factors (like if they are selling the home) come into play.

Not to do the work that the customer wants, and have an attitude about it, helps no one.

 

[bmathews]

Every scenario is different. I don't think it's our call to make.

We can give the customer the options and go from there. Obviously, the new condenser is the best place to start if money and other factors (like if they are selling the home) come into play.

Not to do the work that the customer wants, and have an attitude about it, helps no one.

It's not an attitude, its just how I choose to do business. On a unit that old, I wouldn't even offer the option of a new compressor. It's a lose/lose for everybody involved. In my experience, situations like replacing just the compressor on a unit that old come back to bite me in the butt and I ultimately lose money, a customer and my good name. There always seems to be a "misunderstanding" even if documented that the warranty will be for "X" amount of time only on the compressor. The motor goes out a month later and the isn't that under warranty as well crap come in? Oh I didn't understand it was only that, why didn't you let me know? I wouldn't have just replaced the compressor had I known or understood. Or the evaporator coil starts leaking and I thought that was replaced as well BS starts. Easier just to walk away and let them call you back after they pull that crap on somebody else. I end up looking like a hero.

 

[Kevin O'Neill]

In this economy, many customers are just trying to get by. They know it is not a good long term solution, but if you don't have the money, you don't have the money. You will see more of this until the economy improves for everyone. We just replaced the outdoor coil on a 17 year old builders grade heat pump this year. Not what we recommended, but what she could afford. House poor in a bad economy.

 

[jpsmith1cm]

Certainly, one must discuss the customer's options, and a new unit must be included in those options.


What must ALSO be determined is the reason for failure. This is the reason for a good, solid technical background rather than a big emphasis on SELL, SELL, SELL!!!

 

[tinknocker service tech]

i give them a price on replacing the compressor and explain to them to explore all their options and set up for a price to replace the unit
this allows them to make an informed decision on witch way they want to go
if they want to replace compressor they have made that choice and now all the pros and cons but have been informed properly through the entire process

 

[George2]

It's not an attitude, its just how I choose to do business. On a unit that old, I wouldn't even offer the option of a new compressor. It's a lose/lose for everybody involved. In my experience, situations like replacing just the compressor on a unit that old come back to bite me in the butt and I ultimately lose money, a customer and my good name. There always seems to be a "misunderstanding" even if documented that the warranty will be for "X" amount of time only on the compressor. The motor goes out a month later and the isn't that under warranty as well crap come in? Oh I didn't understand it was only that, why didn't you let me know? I wouldn't have just replaced the compressor had I known or understood. Or the evaporator coil starts leaking and I thought that was replaced as well BS starts. Easier just to walk away and let them call you back after they pull that crap on somebody else. I end up looking like a hero.

I totally understand where you're coming from. But, like you said earlier, the price for a condenser vs. just a compressor, it doesn't make sense to go the compressor route. And they should see that if explained.

If nothing else, price the two the same. Tell them that by the time you add in the freight and the time it takes to order a compressor, not to mention the 1 yr. warranty vs. the 5 yr. warranty, they would have to be off their rocker to go the compressor route.

 

[thermojohn]

The increase in the cost R-22 is going to help make a lot of decisions, anyway. Make sure you inform the customer that the cheaper price now for compressor or condensing unit replacement will ultimately be more expensive in the long run.

We are revising our invoices to include a signature that the customer understands the volatility and uncertainty of the R-22 environment, and that they've been offered an R-410A alternative, if they indeed choose to continue the R-22 route for 'now' reasons. When it comes to $ and torqued off customers, memory is very convenient without proof of consent for future reference. Will also protect us if the home is sold, and new owner 'blames' us for doing an idiotic repair, as we have proof it was the prior owner's choice over the common sense one.

 

[hewitt]

In this economy, many customers are just trying to get by. They know it is not a good long term solution, but if you don't have the money, you don't have the money. You will see more of this until the economy improves for everyone. We just replaced the outdoor coil on a 17 year old builders grade heat pump this year. Not what we recommended, but what she could afford. House poor in a bad economy.

Great answer

 

[hewitt]

great answer O'neal

 

[bmathews]

In this economy, many customers are just trying to get by. They know it is not a good long term solution, but if you don't have the money, you don't have the money. You will see more of this until the economy improves for everyone. We just replaced the outdoor coil on a 17 year old builders grade heat pump this year. Not what we recommended, but what she could afford. House poor in a bad economy.

I realize that most are trying to get by. Not sure of the brand of the equipment in your situation. But in most cases, the price of buying a condenser coil is almost the same as and in some cases more than buying a new unit at our wholesale cost. By the time you figure in the labor to change the coil, the time to evacuate it properly, the gas to drive to the job to diagnose the problem, the gas to drive to the job to fix the problem, adding 10 lbs or however much refrigerant you put in, tax for your state (if you have state tax) and paying the IRS on a little bit of profit. I just honestly cannot see how you can make any money being cheaper than a new unit. It's hard enough making any money on selling a new condenser. I see things differently and do things differently. I have a little more affluent customer base, so I guess that might be what it is .

 

[dlove]

I realize that most are trying to get by. Not sure of the brand of the equipment in your situation. But in most cases, the price of buying a condenser coil is almost the same as and in some cases more than buying a new unit at our wholesale cost. By the time you figure in the labor to change the coil, the time to evacuate it properly, the gas to drive to the job to diagnose the problem, the gas to drive to the job to fix the problem, adding 10 lbs or however much refrigerant you put in, tax for your state (if you have state tax) and paying the IRS on a little bit of profit. I just honestly cannot see how you can make any money being cheaper than a new unit. It's hard enough making any money on selling a new condenser. I see things differently and do things differently. I have a little more affluent customer base, so I guess that might be what it is .

good reply, sometimes it best to tell the customer its not worth it for me to mess with this unless you do it right. By all means give them the pro and cons. But you as a service provider have a choice too. I rather pull away from a job that i dont agree with than do what the customer wants. If it goes bad and ends up costing more or the unit breaks down a week later, Its all on you, and all the "I told you so's" dont mean jack. You have a mad customer and you lost money. Give them you best advice and if they dont take it walk away. :grin2:

 

[hewitt]

good reply, sometimes it best to tell the customer its not worth it for me to mess with this unless you do it right. By all means give them the pro and cons. But you as a service provider have a choice too. I rather pull away from a job that i dont agree with than do what the customer wants. If it goes bad and ends up costing more or the unit breaks down a week later, Its all on you, and all the "I told you so's" dont mean jack. You have a mad customer and you lost money. Give them you best advice and if they dont take it walk away. :grin2:

Great reply

 

[Kevin O'Neill]

I realize that most are trying to get by. Not sure of the brand of the equipment in your situation. But in most cases, the price of buying a condenser coil is almost the same as and in some cases more than buying a new unit at our wholesale cost. By the time you figure in the labor to change the coil, the time to evacuate it properly, the gas to drive to the job to diagnose the problem, the gas to drive to the job to fix the problem, adding 10 lbs or however much refrigerant you put in, tax for your state (if you have state tax) and paying the IRS on a little bit of profit. I just honestly cannot see how you can make any money being cheaper than a new unit. It's hard enough making any money on selling a new condenser. I see things differently and do things differently. I have a little more affluent customer base, so I guess that might be what it is .

We used to have a more affluent customer base too. This job was in a gated community. She fell on hard times.

The coil was not a leaker, the fins fell off due to corrosion. The coil change was less expensive. It was not my choice. It was hers. She got a written bid with all choices and our recommendation. The customer is the boss, as long as it is not illegal.

We recovered the R22 into a clean drum. We changed the coil, then changed the drier and pulled a vacuum. We recharged with the original R22. When done she still had a matched system. If we had changed the outdoor unit only, it would no longer be matched.

 

[bmathews]

We used to have a more affluent customer base too. This job was in a gated community. She fell on hard times.

The coil was not a leaker, the fins fell off due to corrosion. The coil change was less expensive. It was not my choice. It was hers. She got a written bid with all choices and our recommendation. The customer is the boss, as long as it is not illegal.

We recovered the R22 into a clean drum. We changed the coil, then changed the drier and pulled a vacuum. We recharged with the original R22. When done she still had a matched system. If we had changed the outdoor unit only, it would no longer be matched.

I don't think we can discuss price in here, so I'll not be very specific. But was there a huge price difference in the price of buying the coil vs. a new condenser? It sounds as if you were trying to help the person out so didn't hit her as hard as you would normally?