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AttiCat® by Owens Corning

In This Issue:

You Just Bought a Turd

“What!!!”, I said when hearing this last week in a workshop in North Carolina. “Yep”, he replied, “around here when a homeowner calls us after buying a new unit that was incorrectly sized or installed or otherwise poorly done and they want us to fix it that’s what we tell them.”

Harsh term to use with a customer, I thought, so I looked it up.

turd
n Slang
1. a lump of dung
2. an unpleasant or contemptible person or thing

Usage: This word was formerly considered to be taboo. However, it has now become acceptable in speech, although some older or more conservative people may object to its use.

So there you have it, the term could be applied to the situation that person described.

I wouldn’t recommend using this term with customers however it does serve to remind us that the sizing, design and installation of equipment is vastly more important to performance and customer satisfaction than the equipment itself.

When in the customer’s home be sure to emphasize the importance of these “bottom of the iceberg” items. Failing to do this will lead you to being considered in the same light as the contractor who does cut corners and leave customers with a “mess to clean up”.

Good selling.

Tom Piscitelli

No “Butts” About It

Often, little things can make a big difference. I have the privilege of riding along with HVAC techs all over the country and I get to see a lot of different standards, styles and approaches. While most of the techs I ride with exhibit a professional and client-centered approach, I have also observed those who are not quite as homeowner sensitive as they should be. Here are a few examples of some little things that made a big difference to the homeowner.

  1. Cigarette butts — While accompanying one tech on a service call, I observed the tech as he stepped outside to check refrigerant, etc. The homeowner accompanied the tech to watch him at work. As the tech began checking the outside unit, he asked the homeowner if it would be okay if he smoked. The homeowner said it would be okay but was obviously not pleased with the idea as demonstrated by his tone of voice and facial expression. The tech smoked two or three cigarettes while going about his work. This left an unfavorable impression on the homeowner.

    In contrast, I rode with a tech from Greiner Heating and Air in Dixon, CA who, while making an AttiCat¨ sale, emphasized to the homeowner that the installers coming to the home would practice a non-smoking policy. “We don’t smoke in your home or anywhere around your home.” The tech was emphasizing one of the bottom of the iceberg hidden practices that bring extra value to the work that Greiner does. The tech was enhancing the professional image of his company by this “little thing.”
  2. Other butts — Cigarette butts aren’t the only unsightly butts that homeowners are subjected to. I recently had the experience, along with a homeowner, of getting to view a tech’s --um — let’s see, how can I put this without making any “cracks” — well, you probably get the idea, right? “Little things” like making sure your techs’ uniforms fit properly and look professional can make a big difference in a homeowner’s level of satisfaction with your service. Remember, they are going to be talking to their friends about their experience with your company. What “image” do you want to leave in their mind?
  3. Boot covers — Even in companies that claim their techs wear boot covers when working in the home, I often see that techs do not comply with this practice. I recently saw a tech enter a large upscale home without putting his boot covers on. I’m not sure I can adequately describe the look on the homeowner’s face as the tech walked across two of her expensive-looking Persian rugs.

    On the other hand, I remember asking a homeowner in a different city about her level of satisfaction with her HVAC company and hearing her sing their praises. Take a guess at the first thing she mentioned that impressed her and sold her on purchasing a maintenance agreement. You got it — the tech wore boot covers.
  4. Driveways — Oil spills aren’t limited to the Gulf of Mexico. Whenever possible, techs should avoid parking in the homeowner’s driveway. Not only do they run the risk of leaving an oil spot on the driveway, they may also block in an occupant of the home who needs to leave while the tech is busy working in the basement. Whenever possible, park on the road in front of the home. By doing so, you also get more marketing exposure as others drive by and see your logo.

These are just a handful of examples of the little things that can go a long way to enhance your company’s image and your homeowners’ satisfaction. You can’t always monitor what your techs are doing when they are in the field, but it’s important to continually emphasize the fundamentals in your on-going tech training.

Steve Curtis

Seal the Deal

Without a doubt, the vast majority of homes in America are under-insulated per DOE standards. The result is higher energy consumption, less comfort, more frequent repairs and higher utility bills. HVAC contractors are recognizing that proper insulation is part of a whole house system solution. As a result, more and more HVAC contractors now offer attic inspections and insulation.

HVAC contractors also need to know that a vital component that should accompany insulation is air sealing. Air leaks can raise the price of heating a typical home 20-50%. Air flow is also the primary way that moisture moves through a building. Insulating an attic that is not properly sealed can lead to serious moisture, mold and mildew issues later on.

Proper air sealing, insulation and ventilation can help control:

  • Ice dams
  • Moisture and mold damage
  • Drafts and cold room
  • Cold floor problems over unheated spaces
  • Small insects, dust, dirt, soot and odor problems
  • High energy bills

Properly trained and educated contractors can position themselves as problem solvers for these issues. For more information on air sealing training and products contact your Specialty Comfort Enterprises consultant.

Steve Curtis

 AttiCat® by Owens Corning

Just Ask

She is 93 years old. She lives alone. We showed up at her door for a routine maintenance call. Our first thoughts were that a 93 year-year-old woman would not be interested in upgrading her insulation. Let’s face it, the ROI might not be as significant for her.

After doing the maintenance the tech discovered that she needed a motor replacement. This would be an unexpected cost to the homeowner. In our minds, the chance that she would want any insulation now grew even more remote. We checked her attic anyway and discovered she did not have the DOE recommended level of insulation for her area.

The tech explained the need for the motor replacement. The homeowner was obviously disappointed in the unexpected expense she was facing. We also mentioned that she was short on insulation. We emphasized that the motor was a higher priority than the insulation. Her response? “We might as well do the repair and the insulation at the same time.”

Wow. It turns out her son is a high profile doctor for a prestigious national organization. The cost would not be an issue because he would take care of it for her. She just wanted to be comfortable. This is just a reminder that you never really know who will or won’t buy. You don’t have to know. Just ask.

Steve Curtis

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