Whether addressing comfort issues or optimizing system performance, DiMarco & Associates prioritizes long-term solutions over quick fixes.
Ben is candid about the challenges of communicating technical information to customers. “Our technicians are technically savvy, but they’re not always sales-type guys,” he admits.
To bridge this gap, the company provides ongoing training and education.
“We want our technicians to be able to discuss technical problems and explain why upgrading makes sense,” Ben adds. “We also want them focused on the latest product trends so they can provide customers the best options.”
The company’s overall performance and growth reflect this dedication to staying ahead of industry trends and technologies.
Training and Continuous Improvement
Speaking of training, DiMarco is really keyed in on the training they provide for the team. Training is a cornerstone of DiMarco’s and the company’s operational philosophy.
“Every day, something is going on, training-wise,” Ben asserts. “From senior technicians mentoring junior staff to formal training sessions, we work hard to ensure our team is always learning and improving.”
DiMarco himself is deeply committed to continuous education. “I probably spend 300 to 400 hours per year on my own research,” he reveals.
“And we are even looking to begin bringing outside instructors to our company to keep the team on the cutting edge in all the disciplines we provide customers.
“The fact is, I was convinced practically from the first time I spoke to Rob Falke and Dominick Guarino at National Comfort Institute (NCI) that the High-Performance HVAC™ approach is absolutely the right thing to do,” DiMarco says.
“That is not just on the technical side of things but also on the business and management sides. We firmly believe in the NCI motto, “If you don’t measure, you are just guessing™.”
Leverage Advanced Testing & Measurement Tools
To ensure optimal system performance, DiMarco employs advanced testing and measurement tools.
Service Manager Henry Sterling, a key figure in the company’s technical operations, has been instrumental in integrating these tools.
Ben says Henry is heavily involved with research and how the company implements tools like measureQuick™. This focus on advanced diagnostics improves system performance and enhances customer trust and satisfaction.
DiMarco & Associates use indoor air quality (IAQ) instruments on service calls. They like tools that help explain what is going on to customers.
“We’ve had a lot of good luck with state-of-the-art instruments like the Air Advice Model 5200 IAQ Monitor, which provides clear, visual charts for customers,” Ben shares. “These tools help translate complex technical data into easily understandable information for clients, fostering better communication and decision-making.”
Looking Ahead: Opportunities & Innovations
As DiMarco & Associates look towards the future, Ben remains focused on challenges and opportunities. He says the transition to new refrigerants, such as R32 and R454B, is a significant shift for the industry.
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