#technology

Tech Tips:

As a small business owner in the 21st century, I have recently been exposed to the overwhelming amount of new technologies and processes that I could use within my business. In the last few years, there has been a surge of software and connected tools that are entering the marketplace. All of them promise to […]

LIVE From the ACCA Conference 2024

This episode was recorded live on location at the 2024 ACCA conference in Orlando. Bryan starts by interviewing Marissa Reddy, a co-founder of Conduit Tech, a software company providing load calculation and sales tools for HVAC contractors. Marissa shares insights into what it takes for contractors to successfully adopt new technology in their businesses. […]

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HVAC School – For Techs, By Techs

Real training for HVAC ( Heating, Ventilation, Air Conditioning and Refrigeration) Technicians. Including recorded tech training, interviews, diagnostics and general conversations about the trade.

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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