Arkansas HVACR NewsMagazine November 2020

S tate, National, Chapter News Tech News

“Stop Promising

What the Equipment

Can’t Deliver!”

“Four Questions that Can Provide Solutions”

As a business owner you hear the complaint repeatedly. “You promised my problems would be over if your company did the work!” If your company does electrical repair and the light that was off when you arrive and is on when you leave you are pretty much home free. If you own a plumbing company and the stuff in the toilet goes down when you leave, most likely the original problem is taken care of. The examples above do simplify circumstances around plumbing and electrical repairs. But since you cannot readily see results, the HVAC industry is different. When we walk away, so much is dependent upon other factors. • What was the ambient temp? • What was the indoor temp and humidity when you packed up and left? • Was the air flow correct? The customer views us as an expert and when you or your staff member leave the home, the expectation is, problem solved . This fact makes it

imperative we understand our job, provide a correct diagnosis, and make the proper repairs. So why do contractors and their staff propose repairs and improvements that are not accomplished? Most of the time there is a knowledge gap. The owner, service or install manager may have the answers, however the sales or installation staff may not understand principle requirements for making equipment perform. We all realize there is a game of musical chairs going on to get, and maintain, good service and install employees, so providing continuous training on process and installation are a must. There is also an expectation that new home construction contractors provide methods and techniques to support a home that functions as it should. With all the equipment improvements and technology innovation, you would think todays equipment and duct systems are installed correctly. If so, you would be wrong. 80 percent of the homes with central systems have problems from the