#insulation

Tech Tips:

This article will cover how to collect field data for walls on an existing home for an ACCA Manual J calculation. In full disclosure, I had never collected any field data for a Manual J before I wrote this article. Many of the methods discussed were suggested by HVAC technicians and contractors in an online […]

Q&A – Condensating Vents – Short #208

In this short Q&A podcast episode, Bryan answers Kenton's question about how to stop vents from condensating, especially when sealing and insulation don't do the trick. When approaching a condensation problem, we have to consider the source of moisture and where the condensation is happening. Moisture that builds up on top of the vent […]

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In this short Q&A podcast episode, Bryan answers Edward’s question about how to deal with customers who ask, “Why didn’t you notice it last time?”

There isn’t an easy answer to that question. The truth is that air conditioning and home health and comfort issues are complicated, and it’s entirely possible that an issue simply went unnoticed (or the symptoms simply weren’t apparent yet). The HVAC industry doesn’t have a standard slate of tests that can give a comprehensive view of everything that’s wrong with a system all at once. It’s similar to how a doctor can offer a second opinion that differs from the first doctor you saw.

You have to determine whether the customer wants to place blame or solve the problem when they ask, “Why didn’t you notice it last time?” Sometimes, we need to dig deeper to find the root of the problem. We can offer advanced diagnostics and be honest about what that will entail (including pricing), though it’s natural for customers to be apprehensive about being sold options. However, we don’t want to avoid pursuing solutions either.

There are ways to talk about previous sloppy or incomplete work without placing blame on another technician. The immediate problem is what requires attention, not the last person who worked on the system. Ask the customer to state their goals and the results they want to see, and you can forge a path ahead.

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