The Slow Death of the Honest Technician

 

I was sitting in a session at the HVAC Excellence educators conference (which was excellent by the way) and my phone buzzed. So like a typical punk kid I looked down at it to see that my friend Josh had sent me a Facebook message asking if we served the East side of Orlando because he wanted an A/C maintenance on his home. I told him that we did not serve that part of town and I didn’t think anything else about it.

Then yesterday I see this post

So we go out to look at it, and sure enough. The system is BARELY low, like 3 degrees of subcool low and we added 1/2 of a lb of R22 (weighed in) and did a leak detection. Yes, there was a TINY leak in the evaporator coil so Josh will probably end up getting a system at some point… However, the other tech did not do a maintenance at all, he did not quote a coil or anything other than a system. He literally showed up, saw the unit was 14 years old, pulled out his leak detector, found a hit and wrote up a proposal for $5400.00. He tried to close the “deal” right on site. No load calculations, no looking at the ducts, just a leak detection, a proposal and run.

How many 14 year old units have zero leaks?

He didn’t clean the drain or the condenser coil, he hardly even checked the charge. Heck, Josh has a UV light that wasn’t even working due to a simple loose connection, he didn’t even look at that.

Unfortunately for this company, my friend Josh is a local consumer advocate who goes on local TV news REGULARLY to talk about ways to save money and EXPOSE SCAMS. I bet you can see where this is headed.

HOW DOES THIS HAPPEN?

The standard narrative is that there are just a bunch of greedy scammers out there trying to take advantage of people. Clearly this is true sometimes, but many times the story is longer and sadder than that, often this type of thing happens when well meaning people get worn down.

Tell me if this sounds about right.

A new tech get’s hired into the trade, maybe he has some schooling maybe he doesn’t, either way he get’s his EPA license and starts riding around with another tech. The tech he rides with spends most of the day complaining about his boss, dispatch, other techs, customers and politics but almost no ACTUAL training. When they arrive at the job there are two main objectives

#1 – Get in and out as quickly as possible with as little work as possible.

#2 – Sell as much as possible during that short time. This can be hard start kits, capacitors and surge protectors some places, IAQ products others and some it’s always finding a way to push a new system. For many, it’s all three.

Usually this makes the new tech feel at least a little uncomfortable but this starts to fade as the days of riding around whining broken by short stints of selling continue.

After a few months the new tech is put into a van with some parts, pamphlets, invoices and proposal forms and set loose on the world. If he is smart, he realizes pretty quick that when his bosses talk about customer service what they really mean is making as much money as possible in a day with as few customer complaints and call backs. Usually, the easiest way to do that is to condemn everything , when a system is replaced nobody ever knows if your diagnosis was correct or not. When you do a PM there is always something you can point to as a major issue that gives you an easy out, cleaning after all does not ring the register.

Techs justify their behavior

When I was still in trade school back in 1999 I participated in a skills challenge against other students from schools across Florida. There was another guy who was already working in the field and I remember him saying “I never just change one part, I change as many as I can and the customers never know the difference and their unit will last longer”. I was appalled then as I am now by this type of thinking but I’m pretty sure he honestly believed he was doing the right thing. He had been brainwashed into thinking that this was what being a technician meant.

So this all begs a question, who is to blame and what can be done about it?

The Root Cause

 It is just easier to make money when you focus on selling instead of technical excellence. You can be great at what you do and still not make a profit but when you FOCUS on profit at every level you will usually make more of it…. for a while.

I actually blame the quality techs and companies who don’t charge enough for what they do as one reason this happens.

I have been one of these contractors for years. We squeaked out a meager profit every year driving used vans, using cheap tools, trying to make ends meet and praying the vans don’t break down. All the while, the sales focused businesses have new trucks and spiffy, clean uniforms.

The good guys need to stand up and stop apologizing for what we charge and what we do. we need to CHARGE for the high quality maintenance we do so that we actually make a profit on it. We need to diagnose the whole system and make quality recommendations to our customers based on the solid and complete diagnosis we perform. There is no reason we shouldn’t be able to afford quality tools and a well stocked van if we are the ones WHO ACTUALLY KNOW HOW TO USE THEM.

Instead we beat one another up on price and undercut one another, calling another good, quality company who charges more a “rip off” or a “scam” just because they have their pricing figured out to where they can actually make a profit.

This company who went out my friend Josh’s  house was going to charge $5,400.00 for a Lennox 3.5 ton 14 SEER Heat Pump system, that isn’t a crazy price but to some it may be seen as a “ripoff” because they would charge $4,500.00. We might charge $6,000.00 for the same system… with a new return liner, and line set, installed with nitrogen flowing, evacuated to 300 microns, with a proper load calculation, permits and a perfectly weighed in charge confirmed by manufacturers specs to a proper subcool.

The “Ripoff” is the one who doesn’t deliver on their promise, not the one who charges more.

What to do About it 

If you are a manager or owner of a company make sure you are supporting your techs to get more TECHNICALLY sound and support them to use those legitimate technical skills to translate into profitable repairs and quality workmanship. Communication skills are key in a residential tech, a tech who understands IAQ like the back of his hand will naturally sell more IAQ products, a tech who understands air flow and duct design will sell more duct upgrades and the tech who understands complete system performance will make more needed repairs. This is long road and there are no shortcuts.

If you are one of the good guys let’s band together, keep our heads up and charge enough to have a good life.

— Bryan

5 comments

  1. Don schaffer says:

    That is spot on to many unscrupulous dealers/ owners that train service personnel to sell sell sell and condemn product to get a sale. Then you have service personal that typically get a small commission on sale or lead generation that have an agenda when pulling into a call before even properly evaluating and diagnosing equipment. It all come down to properly trained service techs not parts changers or service salesmen.

  2. Chris says:

    This is a common issue in the residential sector but for understandable reasons. Most residential companies can’t afford call backs or warranty work so they will always condemn anything r22 or older than 5 years. Their tech are also lower paid thus lower skilled. I’ve had guys who graduated with me tell me about how their first job was really sales with the company’s owners the only ones who were allowed to fix things. My advise to new techs is the stay away from the shady residential sector or our trade. Commercial is harder but you’ll gain more training and you’ll always have someone to call your on bullshit if you try that parts changing trash.

  3. Morgan says:

    How did you repair the leak, was it a weld you could repair or a replacement Evaporator. Because you have to look at the repair vs replacement when it’s 14 years old, a repair weld isn’t a cheap process. I believe it’s about giving the customer all the information, so they can make the decision.

  4. Eric says:

    I am still in Hvac school at the moment but this is a very good read. I am retired from my career and still to young to just fade away so I decided to get into this field. But, already I have seen the scams out there as I have been watching. I totally agree with everything that is said in this commentary.

  5. Mark Maloney says:

    As the owner of a small one man operation. I wear all the hats in my company. I my experience customers find it refreshing when I tell them it’s repairable after another contractor has come and gone. Leaving a system replacement quote behind. I have actually gained more business by being honest with people. My MO is to give the customer an education in HVAC while not seeming like a BS’r. You can usually read a customer within a few minutes and converse to them at their level.
    One tip I can give is when receiving the initial phone call if the system is not cooling or heating tell them to turn it off.
    My analogy is if you have a flat tire do you drive the car. They usually can relate

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