FEBRUARY 2024 EDITION

An HVAC technician named Bob responds to a service call where it is reported the heat pump is not heating. Upon arriving, he warmly greets the customer. Before entering the home, Bob makes sure he puts on shoe covers so as not to track in dirt. Before heading to look at the heat pump, he engages the customer, listening intently to the explanation of the HVAC system's symptoms. 

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Bob thoroughly inspects the system and finds that the issue is the control board. When looking for the part at a local supplier, he finds out that the control board is not available and is on backorder for over a month. Bob explains the diagnosis and the situation to the customer before leaving. He says he will send the invoice for the diagnosis. 

What did Bob do wrong?

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Let's first take a look at what he did well. 

 

• Bob is friendly and respectful.

• He actively listens to the customer.

• He correctly diagnosed the issue.

• He looked for a solution.

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Bob got a lot of things right on this call. But he failed to do one major step: provide the customer with a solution. How is the customer going to feel when Bob leaves? He now knows what's wrong with the unit, but he is still in the same situation as before the technician came out... without a functioning heat pump.

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When customers call our HVAC company to come out and service their units, what are they looking for? Solutions. Yes, for us, that starts with figuring out what the problem is by diagnosing the issue. But our job doesn't end after the diagnosis is made. We need to be in the habit of solving our customers' problems. 

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Be Adaptable and Resourceful

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In the field, we come across countless brands and types of equipment. While they all share some similarities, each unit is slightly different and requires us to be resourceful in our approach. It would be impossible to list every possible diagnosis and solution that we may encounter in the field. While learning about new equipment can be beneficial for technicians, adaptability and resourcefulness are traits that will help us find solutions to the majority of problems we encounter. 

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Tap Into Your Network: Connect with other HVAC technicians, professionals from related industries, and suppliers. Building a network can provide you with a valuable pool of resources, ideas, and solutions to draw from.

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Don't hesitate to collaborate with other technicians or professionals on complex projects. Multiple perspectives can lead to more comprehensive solutions.

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Practice Creative Thinking: When faced with a challenge, try to think creatively and consider unconventional solutions. Sometimes, a unique approach can lead to more efficient and effective results.

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Use Available Resources: Make the most of the resources at your disposal. First and foremost, check the manual. I can’t tell you how many times I’ve found the best help there. Other good resources include online forums and manufacturer resources.

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Familiarize yourself with the tools of the trade and explore new tools that can make your work more efficient. 

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Try This: Practice solving hypothetical or real HVAC problems by breaking down troubleshooting scenarios or case studies to specifically work on finding solutions for the customer. Take it a step further and begin to note and stock items that you can keep on hand as temporary fix like used thermostats, used motors, generic control boards, etc.

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Looking for the Problem AND the Solution

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Let's put adaptability and resourcefulness into practice using the above example of Bob. What would that look like?

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After learning that there is no control board at the local supplier, how could Bob prove to be adaptable? Are there any other local stores that may carry the same brand? Is there anywhere else the part can be sourced? Some brands use cross-compatible parts but have different part numbers, is that the case with this furnace? Would a universal part work here?

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If the answer to all the above questions is still no, how can Bob use resourcefulness? Some equipment can be temporarily rewired to bypass the control board and restore the heating function. Can that be done in this instance until the OEM board arrives? Perhaps the part itself can be repaired instead of completely replaced? Maybe he can consult with a colleague about the issue? After exhausting all technical options, is there anything more that can be done for the customer? Perhaps Bob's company provides temporary space heaters for customers in this situation so as not to leave the customer completely without heat.

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The Customer's Experience

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The customer comes to us when there is a problem they can't solve. As HVAC technicians and business owners, we are in the problem-solving business. We are the "experts". Once we have found the issue, we need to work equally as hard, if not harder to find the solution. 

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Customers recognize and appreciate this type of problem-solving service. Notice what one customer had to say about their experience with JD Air: 

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 "Julian was very supportive. He showed up right on time, spoke plainly in a way that I could actually understand and offered to provide information that would include options for replacing a part all the way through replacing the actual unit. I appreciated the education as it will definitely help make our decision."-M.B., Washington, DC

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By cultivating adaptability and resourcefulness, we can uncover solutions in situations where others might struggle. This ability will distinguish our business from competitors, fostering customer appreciation that naturally translates into lasting customer satisfaction. Ultimately, that becomes a driving force behind the growth of our business.