Arkansas HVACR NewsMagazine September 2022

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Published by Arkansas HVACR Association

News Magazine

September 2022

Arkansas’ First and Only HVACRNewsMagazine

The Most Important Issue Ever

General Liability

Continuing Education

When does it start? How much is it? How do I get it?

What is it? When is it? How do I get? it?

Yah’ There’s a lot going on and you’ve been busy serving your customers. Now you’re getting notices and hearing about CE, General Liability, and Hiring Felons. You just need to get some straight facts and you’ll see “it ain’t no big deal.” You just need to know. READ THIS ISSUE TO GET THE STRAIGHT STORY.

Hiring a Felon

What felonies apply? When does it start? How do I apply? How long does it take?

8 CE Events

Read all about it.

ByArkansans

For Arkansans

Table of Contents

Editorial & Opinion Continuing Education is Almost Here

pg 8

Feature Stories Continuing Education

PG 12

General Liability Insurance

pg 18

Hiring a Felon

pg 22

36 Different Convictions ( repeat from May, 22 )

pg 24

7 Rules to Remember When Dealing with Anyone (Tom Turner — Air Evangelist)

pg 32

State, national, chapter news Indoor Air Quality — Taking Important Role in School Installations

PG 36

Kirk’s Corner (Kirk Pierce, Summit Utilities)

pg 39

Understanding the Commercial Auto policy (Nick Hall, Cross Pointe)

pg 40

Education News Training Programs

PG 43

Tech News

PG 44 pg 30 33 pg 36 PG 48

The Basic Residential Maintenance … (Byan Orr - HVAC School) Unapologetically a Technician (Bryan Orr - HVAC School)

Class Registrations Manual N

PG 5

Continuing Education EXPO

pg 15

Inspector Class (Understanding Reports — Manual J, D, S — DET)

pg 17

DET (Duct & Envelope Test) Verifier Class

pg 21

Fall’s Coming Take Pictures and Share with the NewsMagazine

Arkansas HVACR Association Members Save $100 at ACCA Fall Meetings

Inspire the Best from Your Team in Baltimore, September 12-15 ACCA’s 2022 Fall Meetings in Baltimore feature two extraordinary events over the course of four days: one focused on Business Technology and Operations , and the other focused on Service Managers . These events are all about helping your company’s emerging leaders inspire the best results from their teams and develop the systems and skills to dominate your market. As a member of the Arkansas HVACR Association you can save $100 with promo code ARFALL . That’s in addition to saving up to 30% if you’re also a member of ACCA. Learn more at www.accafallmeetings.com and register.

ACCA’s Solar Forum: Ride the Solar and Smart Home Revolution to Business Success As a member of the Arkansas HVACR Association you can save $100 at the first-ever Solar Forum in Phoenix, AZ on November 14-15! Presented by ACCA and Pearl Certification, The Solar Forum brings together leading experts to share how emerging trends like electrification and smart monitoring create opportunities and challenges for HVAC contractors looking to add or expand their solar business! Learn how HVAC integrates with solar, batteries, time-of-use utility rate structures, and other technologies, as well as how those trends are accelerating new government incentives. Learn more and save $100 using promo code ARSOLAR at www.acca.org/solarforum.

Got Light Commercial Jobs?

Need a Load Calculation?

Manual N / Commercial Load Calculation Could be Your Solution

ACCA / Wrightsoft Manual N Class (2 days, 2 locations) • September 26 & 27 : 8:30 a.m. to 5:00 p.m. UA PTC Business & Industry Center, 3303 E Roosevelt, Little Rock • September 29 & 30 : 8:30 a.m. to 5 p.m. NWACC, One College Drive, Bentonville

Cost: Software: Wrightsoft Commercial Load

• If student already has Wrightsoft RightSuite (Manual J, D, S, Draw)---only $120.00 additional annual subscription to upgrade to include Manual N • If student has no software--$450 annual subscription • Software must be purchased through the Association for this pricing Course Fee: $100.00 Manual Fee: $125.00 (Manual is optional)

Instructors: Alex Meaney, 14+ years experience with Wrightsoft Tom Hunt, 10+ years experience using Wrightsoft

For Information, Contact: Arkansas HVACR Association tomhunt@arhvcr.org 501-487-8655

Qualifies for

• 2 hrs. • Arkansas CE • # 22-07

http://www.edssupply.com/arkansas

HVACR NewsMagazine September 2022

Continuing

Education

Is Here

Almost

I’ve heard many Legacy (a nice way of saying old) contractors complain about all the changes in equipment, supply shortages, refrigerant, and now CE (Continuing Education). Well, it is true that “things they are a changing” and it may be better for some in our industry to sell or turn it over to a relative or to their employees. We can’t work for ever . I realize that almost every day with the Association. We can’t last forever. On the other hand, what would make us quit. I understand if you’re 70 an d still crawling under houses and not so gingerly walking the ceiling joists. But if you are fortunate to be in management, sales or doing on the ground service, why not keep working if that is what you want to do? Ya’ gotta do something. I hear some say that they just can’t keep up with all the technical changes. Understand. We don’t draw our six shooter as fast as we did in the past; but, your wisdom puts you far ahead of a “full of --- and vinegar” young person with limited experience. Truth is, you have always been much smarter than you gave yourself credit. The HVAC industry may be one of the most challenging careers

around and you have made it to this point in your life. The industry would loose too much for you to cut out before your time. So, what about this continuing education requirement. No Big Deal. You only have to spend 4 hours in a class that has been approved by the Department of Labor and Licensing. Done! What is the class / classes? Can be a bunch of stuff. 2 hours technical and 2 hours code. The technical may be your distributor giving a class on their equipment. The code could be someone teaching a very short two-hour class on some segment of code. Again, NO Big Deal. You’ll find that it makes your job easier because you’ll have a better understanding of the equipment and how to comply with the local code officials. Eazy Peazy!! The Association rolls out Continuing Education EXPOs this fall. 9 all together. The format is great. Noon-we eat and greet. 1 to 3 we have technical break out

HVACR NewsMagazine September 2022

Nothings gonna’ get me down

sessions. 3 to 5 we have a session on code. When its over, you spent one afternoon getting fed, meeting lots of HVAC professionals in your region, and completing all 4 hours of the required training. Sounds like a party. Are you too old for that? I think not Mr. Legacy HVAC contractor and tech. I think not. The first picture in this article is hilarious. None of you are quite in his position. Just for fun I also included the one to your right. A young man of experience racing back to class. Well, you may have never gone to school wearing shorts with your belly button showing and your gate may be a little less rambunctious than our over anxious senior, but you can embrace all this with the same fervor you have in every stage of your life. So let me encourage you to accept the challenges of technology, refrigerant, and code. The Association, your distributor, and State Inspectors are standing with you to make this next step as easy as possible. Yes, it is uphill for a short distance but Ain’t Nothing Gonna’ Keep You Down.

Hurray!!

I’m Back

Let the MAN through

EXPO Schedule

October 4: Fort Smith, UA Fort Smith, Bakery District

October 6: East Camden, SAU Tech

October 13: Springdale, NWTI, Jones Center

October 18: Jonesboro, ASU Tech Center

October 25: North Little Rock, UA PTC

November 8: Hot Springs, National Park

November 17: Hope, UA Hope

November 21: Harrison, North Ark College

December 15: Forrest City, EACC

News Magazine September 2022

FEATURE STORY

the classes you will take, the cost is up to you. How do I know the class qualifies for CE? To qualify for continuing education, the providers must submit the course outline and instructor information to the Department of Labor and Licensing HVACR program. The classes are reviewed by the Chief Inspector and a number is assigned. Licensees should ask the provider for the Labor and Licensing CE number before taking the class. How does the HVACR program know I took the class? • The provider will submit a list of those successfully completing the class to Labor and Licensing. • Licensees should ask the provider for a certificate of completion with the CE number for your records. • Several distributors are scheduling classes • The Association has 8 classes scheduled for the fall and again next spring. This will be a regular schedule for the Association. The Association classes will provide all 4 hours of required training in an afternoon. When will the classes begin?

Continuing Education Beginning January 1, 2023, continuing education is a requirement to renew your license. It’s only four hours per year and applies to “A”, “B”, “C”, “D”, “E”. It does not apply to registrants. The following should outline it fairly well.

What is it?

Continuing Education is instruction • in person or • online.

How Much is Required?

Only 4 hours per year.

•

What does it have to be about?

• 2 hours are required to be about code • 2 hours may be about technical or business HVACR • You can opt to have all 4 hours in code

Where can I get it? • Manufacturers • Distributors • Colleges • Training Centers •

Arkansas HVACR Association

Online providers

•

How much will it cost?

How will I know when the classes are? • Contact your distributor

• Depends on where you get it & • The depth of instruction

The licensing program does not determine the cost. Since you determine

News Magazine September 2022

FEATURE STORY

will be a frustration at first. A year into it and it will not be a big thing. Remember, we asked the legislature and the licensing program for this so that our customers will get better service. We all see pitiful situations where the contractor did not know what they were doing and the customer was left without comfort and paying someone to fix it. This will help solve that over time. Good contractors are already getting 4 or more hours of continuing education. The difference is that the providers need to submit the records of completion to Labor and License. AND of course, those that never took a class at their distributors about the equipment they sell will now have to take those classes or others.

• The Association begins emailing licensees their EXPO schedule on September 1. • Look up online classes and enroll. When should I get my continuing education?

Prior to your license renewal.

•

• Give yourself a few months of buffer in case you forget or get busy or have an emergency.

Here is an example — just an example:

Suggested CE Class Schedule License Renewal Take the Classes 1 st quarter 23 Fall 22 2 nd quarter 23 1 st quarter 23 3 rd quarter 23 2 nd quarter 23 4 th quarter 23 2 nd quarter 23 If you renew in the fourth quarter, consider getting your CE in the second quarter. You won ’t have time to get it in the summer so you should plan way in advance. These are just suggestions; but, remember, you can ’ t wait until the last minute unless you go online and spend the weekend cloistered away. W hat happens if I forget and don’t get all 4 hours of required continuing education before my license needs to renew?

You will not be able to renew your license.

It is the same as continuing education requirements for other occupations. Since it is new to the HVACR industry, it

Get all 4 CE Hours in one Afternoon?

9 Locations across the State

What?

EXPOs are mini-conventions with CE approved breakout sessions. You pick the one you want.

When? Date

Location

Venue

City

October 4 th October 6 th

West Ark River Valley

UA Fort Smith

Fort Smith

South Central Arkansas SAU Tech

East Camden

October 13 th Northwest Arkansas October 18 th Northeast Arkansas October 25 th Central Arkansas

NWTI at Jones Center Springdale

ASU Tech Center

Jonesboro

UAPTC

North Little Rock

November 8 th Hot Springs

National Park College Hot Springs

November 17 th Southwest Arkansas

UA Hope/Texarkana Hope

November 21 st North Central Arkansas North Ark

Harrison

December 15 th East Arkansas

East Arkansas CC

Forrest City

Agenda? Beginning in October of 22, the Arkansas HVACR Association will begin sponsoring Continuing Education EXPOs across the state. These are mini-conventions lasting one afternoon.  Noon: Lunch and a View of the Future (lunch is furnished)  1 – 3 : Breakout sessions on technical and business training with speakers and trainers from distributors and manufacturers, etc. All sessions are preapproved by the Department of Labor and Licensing / HVACR Program to meet their standards for continuing education.  3 – 5 : General meeting with instruction to cover issues of code. Benefit: In one celebratory and informative afternoon, attendees will complete all 4 required hours of continuing education. Attendees will also meet other licensees from across the state. It will be great to eat, meet, greet, learn, and make friends within the industry.

Fee: The registration fee is only $100 . Association members receive a $50 discount.

Get all 4 CE Hours in one Afternoon? 9 Locations across the State Now You Know About The EXPOs. How do you go to one?

Click on one of the following logo links. You’ll be directed to a registration form.

October 4 70 S. 7 th Fort Smith

October 6 6415 Spellman RD East Camden

October 13 Jones Center 922 E Emma AV Springdale October 25 UA PTC 3000 W. Scenic Drive North Little Rock

October 18 ASU Tech Center 5504 Krueger Drive Jonesboro

November 8 101 College Drive Hot Spring Nt’l Park

November 21 1320 N Spring Road Harrison

November 17 2500 S. Main Hope

December 15 1700 Newcastle Road Forrest City

Click on the Logo Link to Register

Agenda?  Noon: Lunch and a View of the Future (lunch is furnished)  1 – 3 : Breakout sessions on technical and business training with speakers and trainers from distributors and manufacturers, etc. All sessions are preapproved by the Department of Labor and Licensing / HVACR Program to meet their standards for continuing education.  3 – 5 : General meeting with instruction to cover issues of code. Fee: The registration fee is only $100 . Association members receive a $50 discount. Due to limited space, you must register to attend. We cannot accommodate walk-ins.

Inspectors Interpreting HVAC Design Code

What ’ s this paperwork mean ?!?x ” !?

Inspector’s HVAC How To Know Class —

• Manual J • Manual D

Blower Door Duct Leakage

• Manual S Ever wonder how to evaluate / inspect the HVAC

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5504 Krueger Drive Jonesboro, AR 72401

2300 North Lowell Road Springdale, AR 72764

October 17 8:30 – 4:30

October 14 8:30 – 4:30

3696 East Main Street El Dorado, AR 71730 November 9 8:30 – 4:30

6 Collins Industrial Place North Little Rock, AR 72113 November 4 8:30 – 4:30

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News Magazine September 2022

FEATURE STORY

background check on everyone and only hired those with a clean record, he could never get his jobs done Another reason to hire a felon is that Arkansans have a tender heart and want to give most folks a second chance. Many of those applying for a waiver for employment had drug convictions when they were young. It is a “ there go I but by the grace of God ” feeling. Contractors send in applications for registrants. Among the list is a person that will need to complete the felony waiver application form. The contractor sends in his check which covers all the registrants including the felon requesting a waiver. Well, the waiver must be considered and approved by the Board before the check can be cashed which holds up the registrant card for everyone. The process of requesting a felony waiver can take 7 to 8 weeks. State policy will not allow Labor and Licensing to hold a check for that period of time so everything has to be sent back to the contractor. Now, none of his registrants can work legally because th ey don’t have a registrant card. As usual, the devil is in the detail even when the intent is an angel of mercy. So, the following attempts to outline the process of hiring a felon. 1. Go through your normal interview and hiring process. One of the problems being created:

Hiring a Felon

Concerned about recidivism and giving a convict a 2 nd chance, the legislature passed a bill which gives felons an opportunity to re enter society with a job that gives them a wage and respect. After all, it is hard to stay straight when you can’t find work. Some occupations had locked out persons guilty of felonies even though they may have completed their sentences. While the legislature was sympathetic of the situation, they also determined that there are certain crimes and certain occupations that remain incompatible. Other felons can be considered by the Board and that person can be given a registrant card or may apply to test for a license if the Board so determines.

A reprint of a January 22 article follows which goes into depth regarding the considered felonies.

The process has turned into confusion and a tax on the Board’s and staff’s time. Much of each monthly Board meeting is devoted to hearing the applications for felons.

There are two reasons for hiring a felon.

One, is the shortage of labor. A felon may have greater loyalty since they are limited in the jobs that are available to them. One contractor told me that if he ran a

News Magazine September 2022

FEATURE STORY

2. Complete A. Registrant card application for the felony applicant by itself. Do not include any other applicants for registrants. B. Felony waiver form 3. Write a check for the felony applicant only. Do not include any other applicants on the forms or as part of the check. Payment for other applicants should not be included on the check for the felony applicant. 4. Send in the required forms and the check to the Arkansas Department of Labor and Licensing, HVACR Program. Understand that the process may take 6 to 8 weeks and you are only allowed to work the applicant for 4 weeks before receiving the approval and card. The application for the felony waiver must be accompanied with documentation of • The age of at which the offense was committed • The circumstances surrounding the offense • The length of time since the offense was committed • Subsequent work history since the offense was committed • Employment references since the offense was committed • Character references since the offense was committed • Relevance of the offense to the occupation license

• Other evidence demonstrating that the licensure of the applicant does not pose a threat to the health or safety of the public. The staff then processes the application and the Board determines the outcome. It should be noted that Board approval of the waiver does not negate the responsibility of the contractor for the employee’s behavior. As a quick overview which will help you the contractor, the applicants, the HVACR staff and Board: 1. Do not include felony applicant with any other applicants. 2. Do not send payment for the felony applicant as part of payment for other applicants. 3. Give a minimum of 6 to 8 weeks for the process to work through. All this effort may seem frustrating and laborious; however, remember it was created by the legislature trying to help felons to re-enter society, make a living, and be a productive citizen and family member. The contractor, the Board, the Legislature, and your customers all take a risk but is worth it if a person having made a mistake can earn a second chance in life. At least that is the intent of the legislature. Of course, that decision is up to you, the contractor.

S tate, National, Chapter News State national Chapter News

36 Different Convictions May Disqualify from Holding a License Repeat from January 22

The HVACR License Board heard testimony from an Arkansas registrant whose licensed employer passed away and the registrant wanted to continue in the trade. His history in the industry is exemplary but he was prohibited from automatically being permitted to take the licensing test. In 2016 & 2017, he was sentenced to community correction for violations of Arkansas code 5-64-20 and 5-64-422, drug related offences. He completed drug rehab and is presently on parole. Arkansas Code 17-3-102 prevents a person from automatically being able to sit for a licensing test. The board is required to hear a request and make a decision to deny or allow the individual to test. After extensive presentation and questioning, the applicant was allowed to sit for the exam but the Board wanted further assurances before a license would be granted. This is a result of newly passed Arkansas laws designed to help a previously incarcerated person merge back into society. This was the first time the HVACR Board heard this sort of request. The Board was very careful to make a precedent that was fair, defensible, and protective to consumers. Organizations have considered the

HVACR industry as being an excellent option for those in this situation. While the HVACR industry might be a good place for a previously incarcerated person to get a job, the law also prohibits persons convicted of at least 36 crimes from being licensed without a hearing. Those include: • Capital murder • Murder in the first degree • Manslaughter • Negligent homicide • Kidnapping • False imprisonment in the first degree • Permanent detention or restraint • Robbery • Aggravated robbery • Battery in the first degree • Aggravated assault • Introduction of controlled substance into to the body of another • Terroristic threatening in the first degree • Rape • Sexual indecency with a child • Sexual extortion • Sexual assault in the first degree, second degree, third degree and fourth degree • Incest • Offenses against the family

S tate, National, Chapter News State national Chapter News

expired more than 5 years ago. The latest of the three applies. 2. The Board may consider violent or sexual convictions without regard to a timeline. Persons wanting to enter the HVACR industry having committed crimes that may preclude them from testing may still apply for a waiver. The Board’s decision could consider evidence based on: • The age of at which the offense was committed • The circumstances surrounding the offense • The length of time since the offense was committed • Subsequent work history since the offense was committed • Employment references since the offense was committed • Character references since the offense was committed • Relevance of the offense to the occupation license • Other evidence demonstrating that the licensure of the applicant does not pose a threat to the health or safety of the public. The legislature is concerned about rehabilitating and bringing felons into the mainstream but the Board is tasked with protecting consumers who trust the installers and techs with their belongings and family. It is not an easy tight rope to walk.

• Endangering the welfare of an incompetent person in the first degree • Permitting the abuse of a minor • Engaging children in sexually explicit conduct • Computer child pornography • Computer exploitation of a child in the first degree • Felony adult abuse • Theft of property • Theft by receiving • Arson • Burglary • Felony violation of the Uniform Controlled Substances Act • Promotion of prostitution in the first degree • Stalking • Criminal attempt, criminal complicity criminal solicitation or criminal conspiracy… There are exemptions that prohibit the Licensing Board from denying license or license renewal. These are time lined July 24, 2019. Basically, a person licensed or in pursuit of a license via an education program prior to July 24, 2019 is not automatically disqualified from renewing or sitting for a license. There are two conditions that limit or provide guidance to the Board. 1. If the individual was not convicted of a sexual or violent crime, the Board cannot consider past crimes that are more than 5 years past the conviction or incarceration or parole that may have

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RHVAC OVERVIEW The Elite Software RHVAC Program is available in both an online and Windows version. The Windows version has a one time fee of just $499 and works on all Windows computers. The online version is subscription based ($239 per year) and works on all computers, tablets and smartphones with internet connection. The online and Windows versions can import and export project files between them. Both versions calculate peak heating and cooling loads for residential buildings and some light commercial applications in accordance with ACCA Manual J, D, and S. RHVAC includes a complete ACCA Manual D duct sizing capability and a complete Manual S equipment selection. Data can be manually entered or automatically taken from a floor plan drawn with the optional Drawing Board program (available only within Windows RHVAC). The Heat Transfer Multipliers (HTM values) for all the walls, windows, doors, and roofs listed in Manual J are automatically looked up by the software as needed. Additional construction materials are easily added as well. Design weather data for over 2,000 cities is built into the software. In addition, the user can revise the existing weather data and add more data as desired. Drag and drop zoning control is provided through the powerful and graphic Project Explorer feature of RHVAC. Zoning cfm adjustments are automatically handled by the program as needed. Equipment can be selected from the AHRI databases that are included with RHVAC. Comprehensive reports list the general project data, equipment information, a sales proposal, total building load summary, detailed room load calculations, and a room load summary for each zone and system complete with heating and cooling cfm values. Color graphic bar graphs and pie charts can be printed as well. Other outstanding features include glass shading, ventilation air, equipment loads, default room data, complete rotation and flip plan rotation of the entire building, and the ability to share data with Bill of Materials, Energy Audit, Proposal Maker, EnergyPro, Energy Gauge, Ekotrope, REM/Rate, and ResCheck. Use RHVAC to meet all your code and inspector requirements for ACCA Manual J, D, and S! SYSTEM REQUIREMENTS RHVAC for Windows will run on any computer with Windows XP or higher, including Windows 11. RHVAC Online works on smartphones, tablets, and computers with internet access.

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www.elitesoft.com

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SUMMARY OF ERC LOAN PROGRAM Southwest Arkansas Electric Cooperative Energy Resource Conservation (ERC) Loan Program provides low cost financing for high efficiency heat pumps and other energy conservation improvements needed to make your home energy efficient. With approved credit and completion of the home survey, SWAECC will loan up to $5,000 per member per residential structure at 5% interest for up to 84 months. These loans are to finance energy conservation measures including heat pumps (including water source), caulking, weather stripping, insulation, storm or thermal doors and windows, etc. Loans for more than $5,000 will need Board of Director approval. Loans which do not include a heat pump will be limited to $3,000. To qualify, all conservation measures must save enough energy within 10 years to pay for the improvements. Payback estimates are determined by the Cooperative's Home Survey. Because loan funds are limited, loans will be made on a first come, first served basis. QUALIFICATIONS To qualify for the loan the member must have a good credit history with Southwest Arkansas Electric Cooperative and a good national credit rating. A three-member loan committee will check the member's credit before approving the loan. Loans will only be made for existing homes or buildings. The program is not for homes under construction. Also, property must be owned by the member. The cooling capacity of the heat pump should not exceed 125% of the calculated design load. The heat pump must also meet minimum efficiency ratings to qualify. The SEER rating must be 14.0 or above and the HSPF must be 8.0 or higher. All duct work, including all supply and return air duct work, must be installed with a minimum of 2" duct insulation or rigid fiberglass board and must be sized properly for noise reduction and air flow. HOME SURVEY Before a loan can be made, a home energy survey must be completed. This is a questionnaire concerning the existing and proposed energy efficiency of the property . CONTACT YOUR DEALER We advise but do not require you to contact more than one qualified dealer or contractor for cost estimates to install a heat pump and making other improvements such as storm windows or insulation if they are advised. To qualify for the ERC Loan, the unit must be installed by a member of the Arkansas HVACR Association. SUBMIT APPLICATION FOR ERC LOAN Complete and return the credit application, and the credit check authorization form in this brochure. Your application will be submitted to our loan committee for consideration, and we will notify you in writing of their decision. Once your credit is approved, we will need a copy of the deed to your property for proof of ownership and a legal description. The cooperative will file a lien on the proper-ty to secure the loan. A one-time fee of $30 will be charged to cover the cost of placing and releasing the property lien PROCESSING LOAN DOCUMENTS Upon completion of the work, a serviceman will inspect it. When the invoice is received and the inspection is complete, we will make an appointment for you to come to our Texarkana office to sign the loan papers and have them notarized. All checks will be two-party checks made out to both you and the contractor or contractors. NOTE : Cost of equipment and installation are to be negotiated between you and your contractor. You will be responsible for getting the invoices to us for processing and making payment to your contractor. A two-party check will be written to both you and the dealer . Sign the check only after work is completed.

HVACR NewsMagazine September 2022

Feature Story

Everyone is a customer The point declaring that everyone is a customer has been made so often it may lose its emphasis. Let’s take a moment and think further on the idea and its relevance in our daily business and life. Internal customers When we list internal customer first it may seem counter intuitive. Shouldn’t we worry about those we serve first? Perhaps, but if we study the definition of customer, we find this description within the Meriam Webster Dictionary. “O ne that purchases a commodity or service” So, following the Webster logic, even when you own the business, you are the employee’s customer. If the product the employee provides is valuable, you keep the employee on the payroll. Employers sometime forget, having employees on the payroll doesn’t mean they are an asset. Employees would do well to remember the same when it comes time for a job review. Internal customers include peers, coworkers, internal support staff, outside sales, warehouse personnel and all others within your business or organization. Some successful businesses interchange the internal customer idea as family. When partnering with other businesses or organizations for a common goal, such as Arkansas HVACR, Air Conditioning Contractors of America, or other groups, it becomes important to treat everyone in that partnership, as a customer, or in common terms, treating them with mutual respect.

7 Rules to Remember When Dealing with Anyone…

Tom Turner, Air Evangelist

Management to Employee - Employee to Management – Business Owner to Customer – Employee to Customer • Fifty years earning a living should teach us something. • “Life has taught me, seldom are things as they appear, at first glance”. Road Rage is a popular problem in our society today. Someone accidentally cuts off another driver and automatically it is interpreted as deliberate. About 90% of the time, the offending driver is so focused on getting somewhere, they are oblivious to the fact they cut someone off. Often, we misinterpret someone’s comment, or action, take offense, and follow up with action that escalates the encounter. On the other hand, if a person is purposely offensive, they should be avoided all together. Whether dealing with road rage or keeping customers coming back, the same goes for business dealings. An employee’s poor attitude answering the phone, or casual comment misinterpreted, can disrupt future business or cause legal issues for the company. We take time here, to study how to avoid misinterpreting or escalating issues.

HVACR NewsMagazine September 2022

Feature Story

External Customers These are folks outside of your organization. These are the folks your Mission Statement outlines you serve. External customers include: • Clients • Supply houses • Vendors • Governmental agencies When we step back and look at these relationships, owners should set the expectations that distance some employees from specific groups, while empowering others to develop relationships appropriately. As popular as “Just in Time” inventory is, it should not include your technicians picking up parts at the supply house. Developing relationships with governmental agencies (permitting / inspections) should be key with your business team and include your service manager. Don’t take it personal! It’s easy to be offended. We must pay attention on all calls, whether sales or service. When others are frustrated, irritable or short, they may put your team at risk if we fail to educate a little psychology. We must take time upon arrival to assess th e customer’s attitude and capacity for conversation in an effort to read the customer, taking time to get a true picture of the situation. We are invading their space. Give the customer a moment to get comfortable and have your employees take note of body language and communication style. Some customers require distance while others make things easy. If an employee is engaging a customer to solve a problem,

there is the opportunity for the employee to be offended. The employee should be reassured that correct action will never be met with discipline. Employees must be provided with an understand of the companies’ expectations, so when the customer crosses the boundary, they can disengage. You must set the understanding beforehand. Don’t make it personal! If we allow our job to be about us, we worry about what we look like and tend to overreact. When we focus on established company guidelines, we have a perspective to assess the job from making the sales or service visit comfortable. We must be aware of the fact; our initial impression and attitude can set the tone for a customer encounter or developing a relationship. Contractors and employees must remember, we influence the customer’s time and income with the decisions we make proposing work to be done. CYA – Cover your assertions. Write and verbally discuss the contract in clear, concise, understandable language. Make sure to communicate all aspects of required processes and a timetable that contains practical expectations. Document all actions on the contracts or proposals and be ready to amend the job appropriately to include your customers buy in. Every step must be discussed and documented.

HVACR NewsMagazine September 2022

Feature Story

LEARN When we move to make a sale, we need to follow the LEARN protocol. When things go wrong, we must follow the LEARN protocol.

Assure Assure customers with reasonable explanation and practical expectation why a particular process must take place. If a problem exists, assure everyone involved that the company would work to complete the process. Of course, it is best to run the office and field to get things right the first time. This part of the business never happens by accident. The owner or manager must devise processes that follow every work step, leaving no one out of the picture. Review Review information prior to making quick judgments. If you are not sure of information you are about to give, request time and include research in your solution. It is better to place a question on hold or take time to research rather than make a bad judgment call or promising something you may or may not be able to deliver. You can do an excellent job day after day, and one bad statement or decision will hurt your creditability. Notice While Notice is the last letter of the acronym LEARN , the entire process of your visit, discussion or interaction must include active awareness on your part from the very beginning of your visit or communication. If you notice a disturbing direction in conversation, you may need a course correction or you may need to disengage entirely. Ruth King says it repeatedly. “Sometimes it is best to fire the customer”.

❖ L isten ❖ E mpathize

❖ A ssure ❖ R eview ❖ N otice

Listen without interrupting. Employing a graceful pause is a great way to avoid talking over someone. While your quick reply may be no more than an attempt to be helpful, the other person may assume you are cutting them off or trying to make a point that could be taken as a combative comment. Listen with your body. Ninety percent of communication is body language. Listen to overcome a wrong impression or miscommunication. Listen for an opportunity to overcome obstacles. Empathize Empathy is demonstrated with body language more than words. Customers are much more receptive to a suggestion or correcting miscommunication when we approach the issue with a disarming demeanor. A customer may have a legitimate reason for actions taken, or a request made, no matter how they look at first glance. If the customer expresses a concern, a simple head nod may completely disarm the complaint. Customers want to be listened to. Not talked over. Most folks don’t want to complain. Where problem exists, note the problem, and call in any necessary resources.

HVACR NewsMagazine September 2022

Feature Story

Formalize a plan Have a template in place that treats every job similarly. Many contractors never take the time setting up business processes. This will cost the company many times over. Set up specific plans when you know things don’t follow the normal route. Devise the plan to satisfy the customer. No matter what stage of the job you are at, it may become necessary to slow down, alter course, or abandon ship. Of course, the last step is one where consequences have been measured. Make sure the plan has the details entered as if you will not show up for the job the next day. This practice holds true for owners, managers, internal staff and especially technicians in the field. Attempt to make the process so seamless, anyone can follow it to completion without impacting the customer. Follow up Follow up with a call or thanks you card. The latter carries more weight than you would every guess. Few people don’t appreciate a touch after a business dealing. Particularly if all goes according to plan. Follow thru Many businesses include a service touch point at the one-year anniversary. If not already on a service plan, the trip gives an opportunity to do so, or you may find an install issue before it becomes a big warranty issue. For your internal staff, (customers) take the time now and again to plant positive comments to those responsible for making things run efficiently. It is easy to enhance service

and install performance by offering tools for top performers thru contest provided by your service managers. It is ultimately boots on the ground that get things done right the first time. It is our job to make the employee look good getting there.

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