Mini-Splits: The Way of the Future 

Originally published: 03.01.19 by Vincent Coakley 

In a recent project, involving the replacement of an old one-bedroom cottage, the common question of (heating) fuel choice for the new structure emerged. The existing house was heated with an oil-fired boiler and cast-iron baseboard radiators. Domestic hot water was provided by a coil in the boiler, which was set to maintain year-round (minimum) water temperature of 120 degrees.

The old house was about 650 square feet and would be replaced by a 950 square foot modular structure. The choices of fuel would be oil, propane or electric. Several factors contributed to the unusual consideration of electrical energy as the primary energy source:

·       Though the total square footage would be increased, energy usage was expected to drop due to superior insulation performance of the new structure. Therefore, total energy cost was not expected to be very high.

·       Natural gas was not an available alternative.

·       Cooling was also a requirement, and budget was an issue, so a combined heating-cooling system (sharing ductwork), or even an all-electric mini-split system would likely be viable.

·       Though operating cost was important, up-front (installation) cost was considered to be paramount.

Based on the above factors, several combinations of fuel — for heating, cooling and hot water production — were considered. Myriad combinations were studied, each with their pros and cons.

Propane or Oil

1.     Propane (or oil) fired hot-air furnace, central ducted system; a cooling coil in the same duct; separate propane or oil hot water heater.

2.     Propane (or oil) fired hot water boiler with hydro-air central-ducted heating; split cooling system using the same duct; separate (propane or oil) or boiler-fired hot water heater.

3.     Propane (or oil) fired hot water boiler with baseboard radiators, a separate central ducted split (or non-ducted mini-split) cooling system and separate or boiler-fired hot water heater.

Electric

1.     Electric baseboard heat; Ducted split (or mini split) cooling; electric hot water.

2.     Air-source heat pump central ducted system; split cooling system using the same duct; electric hot water.

3.     Mini-split heat pumps, with combined heating and cooling, either combined or multiple systems; electric hot water.

Conventional wisdom would indicate a tradeoff between up-front cost, effectiveness and running cost. So, all the above combinations were considered in detail.

Electric Heat and Air-Source Heat Pumps

The result was surprising — and surprisingly conclusive — in that a highly effective system (mini-split heat pumps) had both a low installation cost and low operating cost. The explanation for such a surprise lies in the fact that this relatively new technology is not well understood — and indeed the performance claims may be discredited — by the general public and, in many cases, even those in the heating and cooling industry.

The general consumer, and many in the heating industry, tend to rule out electricity as an energy source for residential heating based on its prohibitive cost per unit of energy. Regardless of efficiency (heating elements may be considered to be 100 percent efficient), the operating cost of conventional electric heat is considered to be prohibitively high in normal situations.

Heat pumps, however, perform a little magic, somewhat counterintuitive to our expectation that nothing can be more than one hundred per cent efficient. The magic, of course, lies in the fact that a heat pump uses the energy of warm air or water as its source.

As a simple example, let’s say the outside temperature is 40F, and we want to heat a house to 70F. A heat pump has the ability to take in two pounds of 40-degree outside air and split it into, let’s say, one pound of air at 70F (which it delivers to the inside of the house) and a pound at 10F (which it exhausts to the outside). The result (the warm and cold air) has no less or more energy than when we started, but the air is free and the house is warmer. There’s more to the technology, humidity and other factors come into play, and the process itself requires (electrical) energy, but this is the basic “magic” of a heat pump.

Heat pumps were, for many years, considered to be suitable only for milder climates, and enjoyed widespread use primarily in the Southern States. The efficiency and capacity of the earlier systems dropped rapidly in ambient temperatures below 40F. Over the years, efficiencies improved, and heat pumps were designed and produced to operate at lower and lower temperatures. Several of today’s models operate at full capacity in temperatures down to 5F and at close to full capacity down to -13F.

Typically, a heat pump system will combine heating and cooling in one unit. The most efficient systems available today yield almost incredible efficiencies in both modes:

·       A HSPF (Heating Season Performance Factor) of 13.5 which translates to producing 4 Kilowatts of heat for every Kilowatt of electricity consumed!

·       A SEER (Seasonal Energy Efficiency Rating) value of 30.5. Relating to cooling efficiency, this is an unprecedented value in conventional systems, where a SEER 16 system is considered to be super-efficient.

Operating Cost

To compare the cost of energy alternatives in a clear manner, we’ll use the BTU (British thermal unit) as the standard unit of energy:

Fuel type: Gas Oil Electric

Purchased Unit: Them Gallon KWH (Kilowatt-Hour)

BTU/Unit purchased: 100,000 140,000 1,400

100,000 BTU = 1 Them .714 Gallons 29.4 KWH

Comparing an efficient air-source heat-pump to oil heat, and using the indicated energy prices, the following numbers don’t need much further analysis.

System: Oil Electric

100,000 BTU energy used takes: 0.714 Gallons of oil; 29.4 KWH Electricity

“System Efficiency” (see above): 80% 400%

100,000 BTU of Heat delivered uses: 0.893 Gallons of oil; 7.35 KWH Electricity @ Fuel Cost: $3.30/Gallon 22c/KWH

Cost per 100,000 BTU of heat delivered: $2.93 $1.62

Now, to get back to the cottage.

Based on maintaining a 70 degree inside temperature during the entire heating season: Per the modular company’s calculations, the total structure heat Loss = 27,000 BTU/Hour (?T=85oF).

This is 317 BTU/Hr./F (27,000/85)

Degree Days for Ossining, New York, based on 70F, 2014 heating season: 7,210 Heating Degree Days

Energy requirement per heating season = 7,210 x 317 x 24 / 100,000 = 54,800,000 BTU.

So, the annual heating cost is projected as follows:

System: Oil Electric

Cost per 100,000 BTU delivered (see above): $2.93 $1.62

Usage (net) per season: 54,800,000 54,800,000

Cost per season: $1,605.00 $887.00

Installation Cost

Four HVACR contractors were asked to look at the project, and to provide pricing. While none were enthusiastic about the idea of using the mini-split heat pumps, one even refused to consider it as an option, based on his opinion that it might not provide sufficient heat in cold weather. Nonetheless, several installation prices were obtained.

All electric baseboard is historically considered to be the least expensive installation for heat, but operating costs are so high that such a system was dismissed as prohibitive. And, cooling and hot water systems would also need to be provided separately.

The second lowest installation cost was for mini-split air source heat pumps. Even using the high efficiency units analyzed above, the installed cost is lower than any of the hybrid combinations mentioned.

Combined with the mini-splits for heating and cooling, an air-source heat-pump hot water heater was installed. Though the installation cost was about twice that of a conventional electric hot water heater, combined with rebates from the electric utility, the installation cost will be quickly amortized in energy savings. It is calculated that this unit will use about 40 percent of the energy as a conventional electric water heater.

Conclusion

Based on installation cost, performance effectiveness, and operating cost, there is no doubt that high-efficiency air-source mini-split heat pumps are not only a viable alternative to gas or oil heat, they are likely a superior choice for a wide range of applications.

Recognition of the extent of the efficiency of these systems, and their economic advantage, is not high either amongst the public or in the industry. This is likely due to the somewhat counter-intuitive logic of heat pump hyper-efficiency, combined with skepticism of new technology, and lack of incentive on behalf of the industry to change.

Connected Homes: Your Key to More Profits

Originally published: 07.01.19 by Pete Grasso

Many manufacturers now offer smart thermostats that integrate with various connected homes platforms, and smart contractors are cashing in on this consumer-driven demand.

 

It’s an on-demand world and your customers want to be able to control just about everything with a touchscreen or even their voice — including their comfort.

According to findings released from connected home studies that were fielded by Kelton Global and Research Now in the U.S., 81 percent of Americans either own or are interested in purchasing a connected home product in the next year.

This — the rise of connected homes — could be a big business opportunity for you, the HVACR contractor. Consumers want this technology and these products and they’re going to buy them, no matter what.

It’s up to you to ensure your customer base knows they can purchase a smart, Internet of Things (IoT) thermostat and, more importantly, have it installed properly by you, rather than purchasing from Amazon or a big box store and doing it themselves.

And therein lies your challenge. You may already offer smart thermostats and other connected home products, but so does everyone else (both inside the industry and out). The burden is on you to educate your customers on why your company is the best option for these purchases.

I recently interviewed a panel of top contractors from around the country to get their thoughts on smart thermostats and the contractor’s role in connected home services.

The panel includes Tim Cropp, president of CroppMetcalfe Services in Fairfax, Va.; Ken Goodrich, CEO of Goettl Air Conditioning in Las Vegas; Greg Mericle, president of Hurlburt Heating, Cooling & Plumbing in Durand, Wisc.; Michael Rosenberg, president of Rosenberg Indoor Comfort in San Antonio; Konrad Rybak, owner of Air Blue Heating and Cooling in Wheeling, Ill.; and Brian Stack, president of Stack Heating & Cooling in Avon, Ohio.

Here’s what they had to say.

What kind of smart thermostat do you offer customers?

Cropp: Sensi by Emerson, Aprilaire, Carrier Infinity and Rheem Econet. We chose these based on our existing relationships with these manufacturers.

Goodrich: We offer the Emerson Sensi Touch smart thermostat to our customers. We align with the leaders of technology in our industry, Emerson clearly fits that role. The Sensi Touch is the most user friendly and intuitive programming of all the smart thermostats. It looks good too.

Mericle: Two of our offerings are Honeywell and the other two are Lennox. As a Lennox dealer, the Lennox thermostats are a way for us to stay in the family and differentiate from offerings by our competitors. The Honeywell thermostats are easy to program and extremely versatile for many different situations.

Rosenberg: We have always sold both the Honeywell and Emerson brand thermostats, even before they became Wi-Fi enabled. They have always been reliable, so we trust those brands. We just started selling the Ecobee brand because of the extra features it offers.

Rybak: Ecobee, Nest and Carrier line. We wanted to have multiple options that are eligible for utility discounts and they have a nice, sleek design.

Stack: We use Nest, Honeywell and Lennox. We are a Lennox dealer so that is why we use that one. Honeywell also has a nice Wi-Fi/smart thermostat on the market with a trusted name. We did not start using Nest until last year. The newest generation is much more reliable and the amount of complimentary products to the Nest thermostat make it a great choice.

How do you sell smart thermostats?

Cropp: We sell them as part of a new system, and as technicians notice old thermostats they simply offer a state-of-the-art thermostat.

Goodrich: We present smart thermostats as one of our product offerings in our mass media marketing. We describe the features and benefits of the product and refer to it as a smart phone thermostat. Our technicians are trained regularly on the benefits of upgrading to a smart thermostat and present them on every service call. We also include smart thermostats as part of the package of our top two highest quality system replacements.

Mericle: We offer smart thermostats on every equipment sales call and do our best to offer them on service calls as well.

Rosenberg: We talk about the following benefits: The thermostat can be accessed away from the home or office and changes to settings can be made; The status of your system can be looked at very easily from your iPhone or computer; You can set up vacation and holidays that you do not want the system to run. This helps energy savings — you can easily change the program on a bunch of thermostats with the press of a button.

Rybak: We use ServiceTitan software with pictures to present multiple pricing options or have technicians bring the thermostats to show the quality and design.

Stack: We offer them with all replacement equipment quotes. Our service technicians also mention the thermostats, along with doorbells, smoke/CO detectors and cameras.

Who helps your customer set up the smart thermostat?

Cropp: Our installers, technicians and sales representatives are all able to help set them up.

Goodrich: All of our technicians and installation teams are trained on the Emerson Sensi Touch thermostat and set them up while at customers’ homes.

Mericle: While we would rather not have our technicians become IT support staff, we understand it’s important to be sure the equipment we sell is properly setup and functions to meet the expectations of our customers. For this reason, our technicians ensure that everything is set up on the customer’s phone/tablet and the customer understands how to use it.

Rosenberg: We set it up when we install the thermostat and we show them how to use the thermostat. We also give them a support line for the manufacturer if they need future help.

Rybak: Service technicians do all initial set up, then ask the client for their comfort levels and schedule. Once the technician leaves, it is all programmed and ready to go.

Stack: Our technicians walk through the complete setup of the thermostat with the customer. Once in a while you will find a homeowner who likes to do the setup portions themselves.

What kind of training do you provide technicians on selling/setting up smart thermostats?

Cropp: We teach soft skills during technician meetings and ride-alongs.

Goodrich: Training technicians on using and installing the Emerson Sensi Touch smart thermostat is part of our ongoing weekly training routine. The Emerson representative also comes to our operations at least once per month and provides training.

The smart phone thermostat is also included as a SPIFF to our technicians so they can use them in their home to understand them better.

Mericle: Many of our technicians and installers have a smart thermostat in their own home so this certainly helps them sell. We use Lennox training for their thermostats and generally provide in-house for the Honeywell devices.

Rosenberg: We provide both technical and sales training to our technicians. We do this in-house. Ecobee provides a sales training class, where they go over the benefits of the thermostat for our sales team and technicians.

Rybak: We power up all thermostat in the training room and have training on them individually. When necessary, we send technicians to an all day class at a local vendor.

Stack: We have done some hands-on training and video training with some of the technicians, however quite a few of them figured the installation out on their own without a problem.

We continue to work with them to find ways to better communicate with the customer about the advantages to having a smart thermostat.

Do you offer any other connected home devices?

Cropp: Yes, the Sensi-Predict system monitoring.

Goodrich: Yes, we offer connected carbon monoxide detectors.

Mericle: We have looked very closely on multiple occasions at the Honeywell connected offerings. I’m hesitant to jump into this arena and compete with the likes of Amazon and Google who are severally ramping up their offerings and lowering fees.

Rosenberg: At this time, we do not but we are looking into others that might make sense to sell. We have not jumped into it fully due to the licensing requirements in Texas for certain smart home devices, such as alarm systems that require a security license or a water main shutoff device which requires a plumbing license.

I have been told that smart camera installs require a security license as well.

Rybak: We offer COR which is a Carrier line for home security and automation that comes with a module that can handle a lot of items such as automatic blinds, thermostat, cameras and door security.

Stack: We also offer cameras, doorbells, Nest Protect and water sensors.

Do you believe the smart/connected home category will continue to grow?

Cropp: Yes.

Goodrich: Yes, we believe it will grow and other businesses will emerge in the market to sell and install products.

Mericle: No doubt about it! Those who don’t have it, want it; those who have some, want more!

Rosenberg: I do believe it will grow, but many customers will continue to go to big box stores like Home Depot and Best Buy to purchase them and then do it themselves.

Rybak: I do believe it will grow to make things easier to operate. We have to get familiar with it all to stay in the game.

Stack: Yes, and we need to be able to offer all of the devices that go with it, not simply the thermostat.

If contractors are only offering one part, the homeowner will find someone else who is able to offer the complete package.

Do you see this as an opportunity for HVACR contractors?

Cropp: Yes … within limits, not as a prime line of business. We do electrical and I can see us installing smart switches and plugs. Price point for many of the products is too low for us to install. Additionally, most of the products have become simple enough to install so that most homeowners can do it themselves.

Goodrich: We don’t recommend other HVACR companies focus on this until they are in the top three in their market. They should focus on their core competency before adding additional products.

Mericle: I personally haven’t found a long-term sustainable opportunity. I feel as though Google and Amazon, not to mention Apple, Ring and numerous other companies, are making a huge push in this space and I’m not seeing a way to compete and make money at it in the long term.

If there is an HVACR company who is killing it in the connected home space, please show me how. I hope we’re not missing the boat.

Rosenberg: I believe there is some opportunity for contractors to sell these products to loyal customers that don’t mind paying a little bit more to a contractor to have it professionally installed.

Rybak: Customers who want to add automation to their house don’t necessarily think of HVACR contractors to get this done. It’s all about mentioning and informing the clients that we could potentially get this done for them.

I think it could develop into another section of our business that will bring revenue to our bottom line. We should maximize our opportunities we have while we are already in customers’ homes and have set relationships.

Stack: Yes.

Has the availability of smart thermostats and connected home devices at big box stores and online helped or hurt your ability to provide these as an upsell or add-on item?

Cropp: It has created more awareness of the products and made it easier to sell them, however, we also need to explain retail pricing vs. installed pricing.

Goodrich: Neither. Our view is there is no smart thermostat market, we create the market with every customer interaction and service we do. We educate the customer about the product and the solution it provides to them.

Mericle: Without a doubt, these other channels negatively affect the sales of these devices to some degree, however, most folks are willing to pay for the expertise offered by a professional to not only make the correct thermostat choice but also correctly wire and install it. When it comes to many smart home devices, they’re largely plug and play. Amazon devices generally show up to your door already registered to your account. Amazon is a 10,000lb Gorilla and I’m just a monkey.

Rosenberg: It hurts because consumers know how much these products cost and when you add a fair mark-up, some consumers question what you charge. This makes it very challenging.

Rybak: It helped our line. Some clients that are handy get it done and that’s fine, they have that option. On the other hand, we do constantly go out and fix the wiring or furnaces due to bad installation. Many times we end up selling a different thermostat at that time.

Stack: Unfortunately, connected home devices are very easy to install by most people. As technology continues to improve, these systems become easier and easier to install.

Just a few years ago you needed all kinds of wires to connect cameras around your home. Now, battery powered Wi-Fi cameras can be placed anywhere with ease! The thermostat is the one device that will keep us connected to the smart home.

A new year is upon us, and now is a great time to make sure you’re stocked with the best HVAC service tools to make your job easier. The right tools can also help you deliver quality work to your clients time and time again while potentially saving you hours on the job. Here are some of the must-have HVAC tools for 2020.

10. Digital Multimeter

A great digital multimeter, such as the Fluke Corporation’s TRMS Multimeter, is a basic yet essential tool that can detect electrical currents to keep you safe. This tool can be used on outlets, wires and switches—and even has a backlit screen for use in dark areas.

9. Magnetic Temperature Meter

It’s no secret that checking intake and output temperatures are a regular part of any HVAC technician’s job. For this reason, a magnetic temperature meter is a must when it comes to HVAC hand tools. The Supco EM10 Temperature Meter can help you diagnose HVAC system problems and can measure not only temperature but dew point and humidity as well.

8. Leak Detectors

Leaks are a common problem in the HVAC world (especially with refrigerant), so having a quality leak detector is a must. A precise leak detector will help save you time by making it easier to pinpoint leaks at their source. The TRADEPRO® Refrigerant Leak Detector features adjustable sensitivity and a three-color LED display for quick and easy readings.

7. Portable Recovery Machines

When it comes time to remove refrigerant from a client’s HVAC system, a portable recovery machine is one of the most important professional HVAC tools you can have. The Fieldpiece MR45 Recovery Machine features a variable-speed motor and comes with a warranty for added peace of mind.

6. Tactical Flashlights

It is not uncommon to be stuck working in the dark as an HVAC professional, so a quality flashlight is one of the best hand tools you can have on your belt. Check out the Streamlight Scorpion Lithium-Powered Flashlight, which is made of lightweight yet durable aluminum and offers up to 30 hours of battery life.

5. A Quality Tool Belt

Cut down on trips back out to your work van with a durable and spacious tool belt. When shopping for a tool belt, look for one that has enough storage compartments for all your new HVAC tools, as well as your existing gear.

4. Dripless Caulking Gun

Caulking gaps and holes are part of many HVAC jobs, and the right caulking gun can make this job a lot easier. Check out the MARS Professional Skelton Caulking Gun, which features an easy-to-load design and maximum thrust for quick, easy and smooth application.

3. Hand Seamers

A manual hand seamer is a must when molding and shaping ductwork. The Klein Tools® Offset Hand Seamer offers a convenient self-opening latch, which allows for one-handed operation. It also features contoured grips for added comfort while ensuring accurate seams and bends, even in tight spaces.

2. Magnetic Tip Tape Measure

A magnetic tape measure may seem like a simple tool, but it’s one that will make your job as an HVAC professional much easier, especially while working alone. The Milwaukee 25-Foot Magnetic Tape Measure is a great choice to add to your belt.

1. Electronic Refrigerant Scale

When it comes to time-saving HVAC tech tools, the Fieldpiece Residential/Commercial Refrigerant Scale can make charging and evacuating HVAC systems a breeze. This one features a lightweight design, charging and recovery alarms, and a durable soft-sided case.

Which of these tools will you add to your belt in 2020? You can always find these HVAC tools and more for sale online at CE. And if you have questions, don’t hesitate to contact our team today!

http://news.carrierenterprise.com/must-have-hvac-tools-for-2020/

4 Reasons HVAC Technicians Continue to Be in High Demand
February 21, 2018
Kevin Burns

HVAC technicians are in high demand to build, install, and maintain our constantly evolving systems, and experts predict the demand of HVAC technicians will only rise through 2026. The Bureau of Labor Statistics specifically predicted a growth of 21 percent in the field between 2012 and 2022.

Why are HVAC technicians so sought-after? The answer lies in the fact that the HVAC industry continues to speed along, never stagnating in its quest for smarter and better ways to operate. These days HVAC systems are cheaper, more efficient, and more environmentally friendly than ever before. Today, many HVAC systems are connected to the Internet of Things (IoT), with computers handling tasks for automatic temperature control and air quality.

Although people in many professions are sweating over the fear of being replaced by robots and automated processes, it seems HVAC technicians don’t have much to be concerned about. Here are a few specific reasons why HVAC technicians are still — and will continue to be — in high demand.

1. New Tech Requires On-Site Installation

At the simplest level, the many technological developments in the HVAC field mean new systems are continually ousting the outdated ones. Some of the industry’s developments are led by changing regulations; from banning freon to introducing incentives to homeowners for environmental upgrades, necessity and advancements in scientific knowledge often drive innovation in the HVAC industry.

Each time there’s an advancement in HVAC technology, someone needs to build the new system, and someone needs to help homeowners and businesses make the switch from their old systems — this requires the skill of an HVAC technician. Even the handiest person will need the help of an HVAC professional when installing a new system.

All HVAC systems (new and old) also require skilled workers to maintain them. With 95 percent of houses built since 2000 containing HVAC technology, there are plenty of systems to keep technicians busy with maintenance, repairs, and more.

The HVAC industry has been innovating independently for nearly a century and a half now, with no signs of slowing down. There will be better systems to come that will replace even the most efficient designs today; and when they do, you’ll call in an HVAC technician to make the switch.

2.  Smarter Systems Require Trained Specialists

As new HVAC technologies become more and more sophisticated, technicians become more valuable for their experience and specific training. Today’s complex HVAC systems and their components require technically skilled technicians who can adapt to the changing landscape.

This is largely because HVAC systems are increasingly integrated into the digital landscape through IoT. Smart HVAC systems use technologies like sensors and timers to automate temperature control for our homes and buildings; setting them up and keeping them working properly requires the work of software specialists and tech-savvy technicians.

Sophisticated, smart systems are already popular and expected to become more common — experts predict the smart home market will be valued at $80 billion by the year 2022. The ability to control indoor climate floor-by-floor (and even room-by-room) and the flexibility offered by modern systems appeals to modern businesses as well as homeowners. They can maximize the money spent on temperature control, while minimizing their energy use and environmental footprint.

These days HVAC technicians need more than the tools in their literal toolbelt to deal with installation and maintenance — they need an education and understanding of the electronics and networks associated with modern systems.

3.  Grads Like Green

It’s clear there will be jobs in the HVAC industry for years — if not decades — to come. While this is great news for those looking for stable, lucrative careers, it’s good news for HVAC employers, too. As a leader in green energy, the HVAC industry is primed to attract new graduates.

According to the U.S. Department of Energy, jobs that support energy efficient developments are on the rise. The regulatory environment and rapidly growing popular demand for energy efficient products make it one of the fastest growing fields. New graduates want to be involved in green work, and the HVAC industry’s energy efficient projects draw young talent.

The HVAC industry not only has an environmental draw, but also appeals to young professionals drawn to high-tech jobs, as HVAC systems are becoming more technologically advanced. There is ample room for innovation in this space, creating a dynamic work environment that is both stimulating and rewarding — which, along with social impact and sustainability, is precisely what new grads are looking for in a job.

4.  It’s Still Cool

At the end of the day, Americans like to be cool. The demand for comfortable workplaces and homes isn’t going to disappear any time soon — ensuring a steady stream of opportunities for those who build, install, and maintain HVAC systems for the foreseeable future.

While digital advancements like artificial intelligence (AI) may help HVAC technicians do their jobs more efficiently, it’s unlikely to replace the need for a human technician entirely. HVAC technicians’ ability to assess the unique situations presented by each system — and determine the proper course of action — suggests they will continue to be in high demand.

HVAC Technicians Must Continue Learning

The best HVAC technicians are those who have changed with the times; bringing a solid understanding of HVAC mechanics to the table, while also pursuing training opportunities to stay up-to-date with the latest trends.

While current HVAC technicians aren’t in danger of being replaced by robots, they may be outpaced by more tech-savvy peers if they don’t pursue continued education. Above all, HVAC technicians must be flexible and willing to learn in order to keep up with the fast-paced industry. Those who can adapt to changing technology and hold an understanding of the physical hardware that makes these systems work are destined to succeed as the field continues to grow over the next decade.

5 Terror Inducing HVAC/R Stories & Facts
By Bryan Orr on Oct 31, 2019 05:17 pm

As the evening approaches on this All Hallow’s Eve, Reformation day or Halloween (depending on your preference), let us take a moment to focus on some of the truly terrifying elements of our trade, because the Scariest stories are TRUE.

Real Ghost Stories 

The year was 1921 and a wealthy family purchased a new home in quiet part of town. It was a large, old building and the family was excited to live in such a majestic home.

The trouble started almost right away and the lady of the home (referred to only as Mrs. H) began to recount her experiences in the home to her doctor in letters that were later published.

This house was lit by gaslights and had servants quarters and passageways, a perfect house for a haunting. From Mrs. H’s account to her doctor:

“One morning, I heard footsteps in the room over my head. I hurried up the stairs. To my surprise, the room was empty. I passed into the next and then into all the rooms on that floor, and then to the floor above to find that I was the only person in that part of the house. Sometimes after I’ve gone to bed, the noises from the store room are tremendous, as if furniture was being piled against the door, as if china was being moved about, and occasionally a long and fearful sigh or wail.

“Sometimes as I walk along the hall, I feel as if someone was following me, going to touch me. You cannot understand it if you’ve not experienced it. But it’s real. As I was dressing for breakfast one morning, B, who is four years old, came to my room and asked me why I’d called him. I told him I’d not called him, that I’d not been in his room. With big and startled eyes he said, ‘Who was it, then, that called me? Who made that pounding noise?’

“I told him it was undoubtedly the wind rattling his window. ‘No,’ he said, ‘It was not that. It was somebody that called me. Who was it?’ And so on he talked, insisting that he’d been called and for me to explain who it had been.”

The hallucinations continued, with the family feeling the presence of the unknown. They experience hauntings, rattling beds, lethargy, and temporary paralysis. Even the plants began to wither and die.

Mrs. H continues:

“Some nights, after I’ve been in bed for a while, I’ve felt as if the bed clothes were jerked off me. And I’ve also felt as if I’d been struck on the shoulder. One night I woke up and saw, sitting on the foot of my bed, a man and a woman. The woman was young, dark and slight and wore a large picture hat. I was paralyzed and could not move.”

After speaking with different people about their malady with the spirit realm, a relative suggested that they are being poisoned. He had heard similar accounts from people poisoned by combustion gases experiencing similar symptoms.

It turned out that the gas lighting and the furnace were dumping carbon monoxide in the home. As soon as the furnace was properly vented their ghosts disappeared and life returned to normal.

This preceding story is one of my favorites from the Podcast and Radio Show This American Life which was brought to their attention by Albert Donnay, toxicologist and CO expert.

It makes me wonder how many of the hauntings in these old homes is due to CO rather than the spirit realm.

The Deadly Gift 

The year was 1938 and Walt Disney was just off of his first blockbuster success with his film “Snow White”.

Walt and his brother Roy decided to buy a new home for their parents in North Hollywood, finally moving them down from Oregon to be near their now famous sons. In November of 1938 their mother complained to Walt that the furnace smelled strange so he sent some of his studio repairmen over to have a look.

Several days later the housekeeper found both of Disney’s parents unconscious in the home, with their mother Flora dying shortly after. Their father recovered shortly after, but many accounts say that Walt never forgave himself and was later heard mumbling

“I told those techs to buy a BluFlame combustion analyzer from TruTech tools before they went out. Heaven knows if they used the coupon code getschooled they would have had significant savings!”

All of my facts in that story are definitely, 100%,  maybe true.

In all seriousness, testing combustion and using low level CO monitors in homes and for yourself while working around combustion appliances can save many lives as well as undiagnosed illness and even a haunting now and then. See anything wrong with the furnace above?

Roofs and Ladders 

We were called out to a new high rise condo building in our area to maintain a bunch of rooftop equipment and what we found was an acrophobic nightmare. No guard rails, no parapet wall… just equipment, with much of it a few feet from the edge with sure death awaiting below.

Our service manager promptly called the customer and let them know that we would be back once they had measures in place to make the equipment safe to service.

Guess what they responded?

Nobody else has a problem with it

Whether it’s equipment that cannot be safely serviced according to OSHA 1910.1 like the ones above or extension ladders put up through scuttle holes 20′ straight up we need to start making customers responsible for providing us with safe working conditions rather than just doing it because “Nobody else complained”.

Maybe a harness tied off can work the first time until they get a proper permanent ladder or guardrail or WHATEVER WORKS, but just going back time and time again and putting ourselves in danger is the definition of insanity.

Moisture Problems 

The pager went off at 2 AM… I was on call AGAIN because the guy who WAS on call quit right in the middle of his week… he just couldn’t take this thing beeping at all hours. I grabbed the on call cell phone that was as long as your forearm and dialed the after hours voicemail line… YOU HAVE ONE NEW MESSAGE… the familiar robotic voice chirped at me.

The man in the recording sounded panicked “You were all out here earlier today and replaced an evaporator coil and now my WHOLE CEILING JUST FELL IN!”

Well… It wasn’t his ENTIRE ceiling, just a large portion of his master closet ceiling over his suits and ties and patent leather shoes. All of this happened because the tech out earlier that day hadn’t paid attention to how he strapped drain and there was a newly formed sag resulting in a double trap. Add in the fact that he had “moved” the pan switch out of the way and forgot to reinstall it properly.

Water damage, mold and mildew, lawsuits and 2 AM service calls can be prevented by paying attention to –

• Drain pitch
• Float Switch Location and Testing
• Drain Cleaning
• Pan Positioning
• Proper configuration of drains in horizontal applications
• Drain Cleaning

Many of the biggest nightmares in my career have been due to drain issues and moisture due to surfaces hitting dew-point. Keep the moisture where it belongs and the pager will stay quiet… who has pagers anymore anyway?

The Tiny Plug 

I was sitting on the couch the other evening watching football when my oldest son who rarely has much to say piped up and said

“Dad, what happens if you test gas pressure and forget to put the plug back in”

The hair raised on parts of me where hair shouldn’t raise.

Turns out he was just curious and hadn’t actually forgotten to put the test plug back in on a valve but it did get me thinking that there is nothing quite so scary in our trade as a combustible gas leak and none more odious than “forgetting” something that critical.

When working on gas appliances always make sure to leak check connections and for gas bypassing the valve during the off cycle using a combustible gas leak detector…. Trust your nose as well… if you smell gas odorants then investigate.

Most of all…

Please…

Whatever you do…

Don’t forget to put the little plug back in after testing the gas pressure.

Also watch out for razor blades in your apples tonight… or better yet… don’t eat fruit being handed out during Halloween. What sort of demented psychopath hands out fruit on Halloween?

— Bryan

6 Practical Pointers for New HVAC Service Technicians

Your first solo service call can seem a little daunting, but fear not.  You can comfortably enter into a service situation with the confidence of a seasoned professional, even just starting out.  Being polite, remembering your progressions as a technician, and making a confident diagnosis of an HVAC system are all necessary traits of a quality HVAC Technician, With this in mind, here are a few useful tips for new HVAC service technicians.

Greet the Customer with Confidence, Courtesy, and Understanding

In all likelihood, when you arrive at a service call, you’ll be walking into a hornet’s nest.  Hopefully this won’t be the case, but prepare yourself for anything.  Greeting the customer with the confidence that everything is going to be OK will disarm any potentially upset or disgruntled homeowner.

One way to help customer service interactions is to utilize the GEODE model:Greet, Enquire, Offer, Deliver, Evaluate.

Greeting a client and creating a professional rapport will make your time as a service technician in their home much more pleasant.

Ask Questions, but Not Too Many

Asking questions and asking about the potential problem is a great place to start with any customer service interaction.  Understanding what the client may be hearing, seeing, or experiencing can lead you in the right direction to properly diagnose the problem with their HVAC system.  But don’t get too carried away.  More often than not, an information overload before you’ve even pulled out a tool can lead you down a path of searching for a phantom cause to a problem.  Gather enough information about what the customer has experienced to get a starting point, but don’t overload yourself with unnecessary information.  This leads us to our next point.

Go Through Your Diagnostic Progressions

No matter what information you may have been given or what the customer has told you he or she has or hasn’t done, it’s important that you go through your mental flow chart for troubleshooting.  Even in the midst of a chaotic household or other outstanding situation, you must stay focused on the task and don’t allow yourself to skip simple, yet meaningful diagnostic steps.  Things as simple as checking high voltage, making sure the thermostat is functioning properly, and making sure blower motors, fan motors, condensers, and all other major components are functioning as they should be will help you succeed as an HVAC service technician.

Put Yourself in the Customer’s Shoes

This isn’t necessarily a lesson in ethics, but it certainly can be.  Having empathy for your customers and putting yourself in their situation can pay dividends to how highly respected you are starting out on service calls.  Ask yourself if the diagnosis you determine is the right decision for the right customer and that you’re acting with integrity and professionalism to the best of your ability.  Do everything you can to repair malfunctioning components instead of simply replacing entire parts of the system in order to increase sales for your company.  Doing things the right way and keeping the customer in mind will help you make the right decisions in the field as both a technician and a human being.

Don’t be Afraid to Call for Help

Asking for assistance isn’t a weakness; in fact, it should be treated as an extended learning experience.  Time is valuable to you, your customer, and your company, and making a timely evaluation and diagnosis of a malfunctioning HVAC system is extremely important.  Don’t be afraid to call on a senior service technician or utilize your company’s tech support agent to assist in fixing a problem.  Starting out, you may be tempted to do everything on your own, but the truth is that experience will trump any preceding knowledge in HVAC service.  Leveraging the experience of your coworkers and the resources you have available can save your company and clients both money and time.

Get the Knowledge You Need to be an HVAC Technician

Whether you’re looking to enter the field as a qualified HVAC technician or acquire the knowledge and skills necessary to take your career to a new level, your education is the best place to start.

A Typical Day in the Life of an HVAC Technician
Posted: June 16, 2015 by Oanh Nguyen

There are many career paths open to the person who is trained in HVAC. Moreover, the job requirements for an HVAC technician will likely vary depending on geographical location, type of employer and experience. Even so, this article seeks to give a glimpse into a typical day in the life of an HVAC technician. If you are considering studying HVAC but are not sure if it is the right career choice for you, consider the following to determine if you may be ready to seek vocational training in the field of HVAC.

Work Schedule

The work schedule of an HVAC technician may vary due to their form of employment. If you work for a company that handles HVAC repair, your day may start at any time. Temperature control systems can break down at any given moment and they need to be repaired in a timely manner to protect people’s comfort, health and safety. On the other hand, those who work for a construction or home building company that only installs air conditioning units will probably have a rather stable schedule and start work during regular business hours.

Getting Started

HVAC technicians typically start their day by going to their workplace and learning about the tasks they are expected to perform. Self-employed contractors may be contacted directly by their clients and fulfill those duties as they see fit. Some appointments may be easy and quick to take care of while others may take a long time to complete. After determining which clients have to be served that day, the HVAC technician will gather the HVAC tools and safety gear required, and head to the location where they are needed.

Standard Duties

The number of appointments per day will depend on the nature of the tasks at hand. For instance, you may be called to a business location to install and set up an HVAC unit. Such a job is likely to take the better part of the day and you will need to work with a number of colleagues to get the job done right. On the other hand, you may have a number of small, short jobs such as fixing an HVAC system in a home or performing a regular maintenance check on a refrigeration unit in a small business. While HVAC technicians mostly work indoors, they sometimes also handle outdoor equipment, sometimes under strenuous weather conditions. They also often work in uncomfortable or confined spaces.

Additional Responsibilities

In some instances, even if the HVAC technician has a set list of tasks scheduled for a specific day, they may be given additional jobs throughout if they work for a company that handles emergency HVAC repair. While it can certainly be exhausting to take on additional work, the good news is that many HVAC technicians can earn a lot of money by agreeing to work overtime. Furthermore, those who obtained an HVAC certification and decided to start their own business may also have administrative responsibilities.

HVAC Training Begins at RSI

As you can see, an HVAC technician leads a busy life. As an HVAC technician, you would likely be on call at times and expected to have the stamina to handle a full, diverse schedule. The work can be demanding and sometimes dangerous. Good communication skills are also a must, as you would be interacting with many different people from all walks of life. However, if you decide that working in this field is right for you, you are certain to find it fulfilling, interesting and even quite lucrative. If you’re ready to investigate how HVAC training may positively influence your life and career path, don’t hesitate to contact a friendly representative at RSI for more information.

Stop Training, Start Learning

Originally published: 08.01.18 by Lance Sinclair

A move toward a learning model will increase the retention of knowledge in your training program.

Stop training ­— it doesn’t work. I have been in the learning and development field for more than 17 years and if I have learned one thing — it is this: STOP Training!

Before you write me off and turn the page, let me explain.

Training can be defined as the action of teaching a person a skill or type of behavior.

Learning, however, can be defined as the acquisition of knowledge or skills through experience, study, or by being taught which results in a change in behavior.

Why do I say STOP Training? Because, in the traditional sense, it does not work. An example of traditional training could be described as a PowerPoint with a trainer at the front of the room — perhaps a little interaction.

Perhaps no PowerPoint at all. Perhaps a lecture. More passive than participatory. Perhaps strong coffee and stale donuts.

Numerous studies show learning retention statistics indicate as little as 5 percent of material is retained in a lecture format. Panopto, a leading provider which uses a video platform that helps businesses improve training, states that traditional training yields 58 percent retention after oneday; 35 percent retention after one week; 10 percent retention after six months.

We have all done it. We have all sat through it. I am talking about the PPT lecture. Cartoon slides, multiply fonts, and lecture simple do not appeal to today’s learner.

Worse yet, the modis operanti, seems to be to cram as much information as possible into as short a period of time as possible. Twenty talking points taught in 55 minutes.

I am talking about information overload, which is boring and forgotten by the last slide…

So, what is to be done?

If we can agree that traditional training does not work as it has been defined here, then can we agree that we need to change?

Here is a low cost, no cost, list of four things you can do today to change the retention goal of your training; to move toward a learning model.

Measure it

Retention can be measured in several ways. One is to measure pre- and post-learning. Simply put — an assessment (test) given before the class and then after the class. The goal is not an individual scored — the goal is the percentage of change between the pre- and post-assessment.

On the Job Checklist

Another method to measure retention is to complete an On the Job Checklist (OJT) several weeks after the training. The question is what was taught in the classroom being applied in the workplace?

Again, the score becomes more meaningful when compared to previous behavior: after training, was there a measurable increase in the OJT application? Metrics matter.

Repetition

Adults need repetition to retain information. In any training session, to increase learning which results in a change of behavior — the facilitator must tell them what you will tell them, tell them, and then tell them what you just told them.

Repetition is the key to learning for adults.

Post Activities

In line with the repetition point above, to increase learning, all training should incorporate planned post classroom activities.

These activities can be assignment of online course work, participation in an ongoing blog, a follow-up conference call, and more

STOP Training — it doesn’t work! Learning works. With a focus on metrics and measuring a change in behavior — real learning can occur.

With this in mind, I think I will change my title from Vice President of Training to Vice President of Learning.

Reduce Callbacks Through Training

Originally published: 01.01.19 by Jamie Kitchen

Ensure your technicians are well versed in troubleshooting, proper installation and documentation protocols. 

Minimizing the need to return to a prior job and correct issues that were either missed, wrongly diagnosed or improperly serviced the first time should be a top priority of any service contractor.

The fallout from these callbacks extends far beyond the extra time and costs required to redo a job; the inconvenience or negative experience can stay with the customer, reducing the chance you will be considered for future work.

It can also increase the likelihood of potentially damaging exposure on social media, which has become an increasingly important reference for many when choosing a company they want to hire to do work for them.

To effectively reduce the chance of callbacks, contractors should employ training for technicians that addresses three key skills: diagnosing/troubleshooting the problem(s), proper installation and commissioning practices, and thorough documentation protocols that provide a recorded history of the job.

While each job is different, these skills form a foundation that ensures good communication took place, the correct components were replaced with the appropriate parts, the reason(s) for the failure were identified and corrected, and any other possible issues that might occur down the road have beennoted — and, if possible, eliminated.

While this seems like a long list, the practice of proper documentation can be a useful framework for building the other key skills systematically.

Troubleshooting and proper startup practices naturally follow a systematic approach from start to finish.

In other words, these skills are closely tied together by the methodology used to execute them.

Implement Training

A training program based on a core system of measurements and procedures can help bring technicians up to speed and reduce the chance they overlook or wrongly interpret symptoms.

To illustrate, a service call should go something like this: When the technician shows up on site, they discuss with the customer what the potential issues are from the customer’s viewpoint, asking strategic questions such as when the issue first took place and if there were any circumstances that occurred right before the issue was noticed (such as prior service, etc.).

Next, they do a visual inspection of the unit, noting anything that stands out as problematic. While this would include obvious points like the type of metering device (e.g., TXV, piston EEV, etc.), it could also extend to excess foliage, such as bushes growing around an outdoor unit, or anything else that may affect system performance.

Documentation

From this point, the service call will continue to follow the strategy of gaining — and documenting — as much information as possible. What is the voltage value to the unit? If the system is operating, what are the refrigerant temperatures and pressures? Is the airflow through the condenser and evaporator at the recommended values? If the unit is not operating, is it due to component failure or something like a pressure control that is set to an incorrect value?

If the unit is operating, there should be sufficient information to diagnose what is wrong. If it is not working, there should be enough information to identify what is immediately causing the unit to not operate — for example, an open control transformer or failed compressor.

Aside from failed components, it can also offer some good indications of possible external causes — such as airflow issues resulting in excessive discharge pressure and, then, an open manual reset high-pressure switch.

Troubleshooting

Using the example of identifying a failed compressor, while it is obvious the system is not operating, and the compressor windings have been verified as being open, the technician should try to identify the root cause of the compressor windings failing in the first place.

That answer may not be obvious, however, simply because the system is not operating, meaning pressure and temperature measurements cannot provide useful information. As any good technician will tell you, proper replacement, startup and commissioning practices will catch any underlying issues that would have caused the failure and eliminate them.

Still, it must be done thoroughly in the correct manner to be fully effective. Training on the importance of various factors that affect system performance, using a checklist and documenting all the values and steps go a long way to ensure that happens.

A good example is refrigerant recovery. Rather than just recovering to a jug, the technician weighs the refrigerant and finds they recovered 2 lbs. 8 oz., but the unit states the charge should be 3lbs. 6 oz. or 1 lb. 12oz. This simple but very important piece of information can be key in determining what could have been wrong. If the unit was undercharged, why?

Finding a leak should be a prime initiative at this point. If not, and there was a slow leak, simply replacing that compressor will be an expensive mistake for both the customer and contractor.

The technician still needs to know proper evacuation procedures and the importance of a micron gauge, while the checklist should require the pressure be noted in microns and not inches of mercury.

When you consider many systems are overcharged and/or have airflow issues that compromise performance, making sure system startup after servicing is done correctly will eliminate these issues that ruin performance, cause the system to underdeliver and cost the owner way more than it should.

Soft Skills

While taking care of these areas alone will significantly reduce callbacks and improve the quality of work, getting the customer to recognize and acknowledge your technicians go above and beyond is also important.

Proper training in soft skills like good communication and customer education will help. Technicians should also be trained to discuss with the customer what was checked, serviced and/or replaced and why it is important.

Showing them supporting documentation to prove purpose can help give them peace of mind that they were taken care of not just for now, but also for the future because issues that caused or can cause a problem were found and addressed. It can also help to underscore the importance of an annual checkup to ensure any future issues are caught before they cause additional issues down the road.

While service documentation and step-by-step procedure lists are important, they can only help ensure the proper work is completed and the values to be measured are noted. The technician must first, and most importantly, understand the value and relevance of each step. This is where training comes into play.

For example, technicians should understand how each component functions and the key points that affect the values of superheat and subcooling, so they avoid measuring at points that can give a false reading. Plus, knowing how to walk a customer through the system by highlighting how the various measured values play a role in how well the system operates will show these are not just hoops to be jumped through to finish the job.

The reason service checklists are effective can also be a drawback. While a step-by-step service guide can be a great way to quickly leverage what new technicians learned in school and incorporate it into their service skills, the tool itself cannot do the job. Blindly following a list can cause technicians to make just as many mistakes if the current situation is not covered in the service procedure or they are not familiar with the many outside factors that influence performance or operation.

Therefore, service checklists should be used as part of, and in addition to, a training program aimed at improving skills related to troubleshooting and servicing. This tool is meant to reinforce existing knowledge of system operation to guide wise choices.

Thus, training should focus on the following:

·       The theory of how systems operate, as well as what influences their performance and how. Any training in this area will quickly reinforce what technicians already know, but to a much deeper level as required and backed by “in-the-field” experience.

·       The importance of taking a strategic step-by-step approach to troubleshooting and startup and commissioning. Skipping steps can possibly leave out key information and result in key issues remaining that can cause components to fail prematurely.

·       Framing the overall service effort with the goal of “futureproofing” the system by eliminating not only the immediate cause of failure, but also—through noting and correcting—subtle changes or issues that pose a longer term but avoidable threat. This should be positioned as protecting the customer investment and can be the basis for recommending preventive maintenance.

Callbacks are a drain on resources and can quickly harm a company’s reputation. Luckily, they can also be greatly reduced through training on proper procedures, documentation and service—helping win customers for life.

HVAC Contractors Can Recommend Duct Upgrades in Four Simple Steps

Provide customers with the information they need to make the best purchasing decision

December 17, 2018

David Richardson

A common frustration for contractors across the country is helping customers understand why their duct system needs an upgrade. A typical customer response you might hear is, “It’s worked this way for years, why do you need to fix it?”

How do you handle questions like this?

There is a formula that successful contractors use to answer such questions and generate customer interest in duct upgrades. Their approach focuses on the facts about what an HVAC system is doing — they don’t share opinions or use smoke and mirrors. This approach allows you to focus on your company’s skills, experience, and unique solutions. Let’s look at four steps you can use to recommend air upgrades to your customers.

STEP 1: MEASURE THE SYSTEM

To generate customer interest in duct upgrades, you need test results to discuss with them. Explain this testing using the example of a medical appointment.

Doctors measure blood pressure, weight, and temperature to uncover hidden problems before you go into an exam room. The doctor then discusses your overall health and provides an action plan based on those vital signs. You can use a similar method when you recommend duct upgrades, but only if you measure the HVAC system’s vital signs.

Use total external static pressure (TESP) as your first measurement. It will identify hidden system problems like blood pressure would for your doctor. Add filter and coil pressure drop to identify restrictive components. Then, measure duct pressures to reveal hidden issues in the supply and return ductwork.

Next, add fan airflow to your TESP measurements. Fan airflow serves the same purpose as a weight measurement because it points you in the right direction to correct excessive TESP. You might have too much or not enough airflow, depending on system needs. The solution to each problem is different.

Some contractors address room airflow problems with a balancing hood. They let their customers use it to measure problem rooms and identify the issues. This can be compared to a patient’s respiratory rate. I discussed how to estimate room airflow in six steps in a previous Duct Dynasty article (published May 28). Be sure to review it.

Temperature is the last system vital sign that looks at overall equipment and duct system performance. For purposes of this article, we’re going to stick with static pressure and airflow. Don’t worry, we’ll revisit how to add temperature to these steps in a future article.

After you take the static pressure and airflow measurements, diagnose any system issues you observe and document them. Photos and video work great for this too. Remember, test and diagnose before asking the customer any questions about hidden system problems.

STEP 2: ASK QUESTIONS

Once you complete testing and diagnostics, it’s time to ask questions. Your test results are the foundation for that conversation. Think about how a doctor would ask you questions related to your vital sign readings. If you have high blood pressure or are overweight, the doctor asks about your eating habits and lifestyle — things that would cause those readings. Discuss your HVAC system test results in a similar manner.

Some of you will want to reverse steps one and two — don’t. That’s what I did when I first started recommending duct upgrades, and my results were atrocious. I unintentionally damaged the customer’s trust when I asked questions about hidden system problems before I had any test results. It’s hard to recover from this mistake after your credibility is in doubt.

Use your test results as the foundation for any questions you ask. Then, if your customer wants to know why you’re asking, you can make the tie-in with your readings.

For example, when a system has high TESP, many focus their questions on uncomfortable rooms, dust, high utility bills, and continuous equipment problems. These problems commonly relate to excessive TESP and/or low fan airflow.

Be sure you write your customers’ answers down. This shows you’re listening and that you value what they say. If they tell you they can hang meat in their bedroom, capture it. It’s important to them, and addressing it could be the difference in getting the job or not.

Keep an open mind as you record their answers. What your customer wants might be totally different than what you think they need. Be careful spending their money for them and judging what they can afford. You might be surprised at the advanced options they choose if you simply offer them.

STEP 3: REPORT YOUR FINDINGS

With your questions answered, it’s time to let your customer know why you asked them — if they haven’t already asked. Again, consider the parallel to your last medical appointment. After you answer your doctor’s questions, they report their findings to you from your vital signs. You may need to confront some brutal truths and make important decisions at this time.

Start with praise for the good qualities you found with their system before you address the bad. When you start out addressing problems, most customers go on the defensive and will tune you out, regardless of how right you are. Consider your perception at this moment and work to see the issues you found through your customer’s eyes — not the eyes of a trained HVAC professional. It’s hard to go wrong if you follow the golden rule: “Treat others like you want to be treated.”

A quote I love from Quality Improvement Guru W. Edwards Deming is: “Without data, you’re just another person with an opinion.”

Unless you have test measurements, you don’t have data. The reason so many get beat up on price is because they only provide their customers with opinions instead of data and facts. Good data enables your customers to make informed decisions, and an informed customer is the best customer for duct upgrades.

Testing turns you into a knowledgeable guide armed with facts and solutions, not opinions and silver bullets.

Help your customer understand what is going on with their system and why it’s bad. Translate the test results in a simple manner — avoid being technical. If customers throat punched us every time we talk tech-speak, our word choice would improve greatly.

The static pressure to blood pressure comparison is easy to understand and works wonders in bridging technical lingo to simple words. One resource I’d like to offer is the National Comfort Institute’s (NCI’s) Static Pressure to Blood Pressure Table. If you would like a PDF copy, send me an email request.

STEP 4: CUSTOMER OWNERSHIP

As you report the findings to your customer, they still might not totally buy into what you’re telling them. The most successful diet and exercise changes occur when the doctor helps a patient develop their own plan. They make it their idea instead of forcing it upon them. When a customer provides input into system corrections, they take ownership of the design. It becomes their idea.

So include your customer as much as possible. The more you involve them, the better. Show how you value their input. You will probably be the first contractor in their home to do so. Create an experience for them to remember and tell others about.

Help them experience ownership of their potential new upgrades. Use simple explanations to describe how duct system changes will resolve their problems.

A balancing hood is your secret weapon in this experience. Let your customer use the hood to see how much airflow, or “boxes of air,” currently fill the problem room. Then have them compare the measurement against the estimated airflow needed. They will quickly imagine how much better the room will feel once upgrades are complete.

Use questions to guide this interactive discussion and get their input into alternative options for correction. This approach helps customers see their system through the same set of lenses that you do, and that differentiates you from the competition. If you’ve done your job and the situation is right, get ready to solve some comfort problems.

ARE YOU A SALESPERSON?

You can be the greatest problem-solver who ever lived, but if you don’t sell anything, nothing gets fixed. Sales isn’t a dirty word — we are all salespeople. The faster we realize this, the better off we are. Consider this: If you’re married, you’re a salesperson — you’ve convinced a special someone that you are worthy enough for them to spend the rest of their life with you. If that isn’t sales, I don’t know what is. You sold yourself, and that same lesson applies to duct upgrades too.

Remember, not everyone will want duct system upgrades when you identify the flaws. That’s OK. Your customers don’t have to buy from you unless they want to. To quote Weldon Long: “Your job is to diagnose problems and recommend solutions. Period. Your customer’s job is to buy or not to buy.”