Bonus - Tech Communication and "PM Specials" w/ Frank Besednjak

Bonus – Tech Communication and “PM Specials” w/ Frank Besednjak

September 7, 2017

Frank Besednjak talks about proper communication in conflict between techs and managers as well as the potential problem with inexpensive air conditioning maintenance specials

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In this short podcast episode, Bryan explores the maintenance mindset. Maintenance procedures require a different skill set from troubleshooting, especially the customer service mindset and dedication to execution. Good maintenance is important, and it may be “boring” to some techs, but it provides value and is worth doing well.

Clients purchase maintenance plans for better reliability and efficiency. Several also enjoy the health benefits of cleaner HVAC systems. The key to maintenance is having a “do no harm” mindset and a commitment to delivering value. A sales-oriented mindset should take a back seat to giving the equipment a thorough cleaning and making sure it’s in proper working order; we don’t want to upsell bolt-on IAQ products. Maintenance procedures are really about preventing problems and cleaning.

To give the equipment a thorough cleaning, you must pull the top off the condenser and wash it well. You may have to pull a blower wheel (which may be a quotable procedure). Good maintenance techs take pride in these types of cleaning procedures and ensure that they leave the equipment in better condition than they found it.

Problem prevention is another aspect of the maintenance mindset. When you’re thorough, you find things that can be fixed or adjusted to benefit the system, whether it’s a wire rubout, a failing crankcase heater, a poorly fitted filter with significant bypass, or something else. Spotting and addressing these issues early requires technical expertise (just like troubleshooting) and is of excellent value to the customer.

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