< Previous20 DECEMBER 2018HIGH PERFORMANCE HVAC TODAYthey can also serve as a guide to lead you to an im-proved sales result.CUSTOMER ENGAGEMENT CREATES VALUEThe actions you take that result in the custom-er becoming mentally, emotionally, or physical-ly involved in your call are known as custom-er engagement. Ask-ing questions, having her help you take mea-surements, showing her the dirt on a blower, ex-plaining the consequence of inadequate return air – these are examples of engaging the customer. You engage in these ways so the customer can learn and understand the importance of proper design, installation, craftsmanship, and more. In-volving her in your call differentiates you and adds value that your competitors simply can’t.KNOWLEDGE ISN’T NECESSARILY POWERMy Dad used to send me a weekly newsletter called Boardroom Reports. Four pages in total, it was packed with key points and quotes that were meant to inspire and provoke thought. One memorable and impactful quote was, “Knowledge is proud that it knows so much; wisdom is humble that it knows no more.” Credit for that is given to William Cowper, an 18th century English lord who must have been Wouldn’t it be nice if your customers knew everything about what you do on an HVAC call, completed your in-home survey on their own, wrote the proposal, signed it, and handed you a check? Don’t bet on that ever happening.Most homeowners know very little about HVAC, don’t like sales people, don’t trust con-tractors, and think that getting three bids keeps contractors “honest.” When they invite you into their home, you will often find them guarded, suspicious, reluctant, and challenging. These challenges can seem over-whelming, but The Secrets of Customer EngagementBy Tom PiscitelliSALES“SEEK FIRST TO UNDERSTAND, THEN BE UNDERSTOOD” – STEPHEN COVEYDECEMBER 2018 21HVACTODAY.COMwhat they want, everything about your call is different. When your CSR sets the appointment, she will set the ex-pectation for the customer’s involve-ment in the call. At your meet-and-greet you’ll con-firm this and then invite your custom-er to begin the call at the thermostat with questions about comfort. You’ll follow that with a room-by-room survey. You’ll inspect grills and registers and look for clues to prob-lems. You’ll take appropriate airflow measurements, infrared images to de-termine duct leakage, static pressure readings, or duct measurements. You’ll do all of this and more, with the customer present, answering their questions about the relevance and im-portance of each one.EXAMPLE ENGAGEMENT AT THE THERMOSTAT“Can you show me how you operate your thermostat?”“I’m sure this (thermostat) keeps you comfortable right here. Are there any rooms farther from here that are too hard to heat in the winter or cool in the summer?”“May I turn on the fan switch? Is that amount of noise typical? If we could quiet the noise down, would that be of interest to you? How about the outdoor unit in the summer, does that noise bother you?”EXAMPLE ENGAGEMENT AT THE SUPPLY REGISTERS“I see you have this register closed off. Is there a particular reason why you’ve chosen to do that?”(Removing the registers.) “You’ll notice that the sheet metal (boot) isn’t sealed around the edges and you’ll also notice this dirt streaking on your carpet. This is an indication that your duct system has restrictions. “That can cause air to be pulled from unconditioned, dirty areas like wall cavities, the attic, or basement. When we take a measurement lat-er, I’ll bet we’ll find that you’ve been bringing air into the house that’s too hot, too cold, too dirty, too dry, or too humid for years. “If this is the case, is it something you’ll like to take care of?”EXAMPLE ENGAGEMENT AT THE EQUIPMENTWhen you can easily access the fur-nace or air conditioning equipment, invite the customer to join you. If she has walked with you to the thermostat, and then to each room, she’ll continue with you to the equipment. If she does not, for any reason, put your phone or tablet’s video camera to good use and record any findings.(Standing in front of the equipment, looking and listening for any obvious issues.) “Can you hear that whistling noise? Remember we saw dirt streaking on the carpet around the registers? That indicates the ductwork is somehow restricted causing a number of prob-lems. That whistling noise is anoth-er indication of the same thing. We’ll take a measurement to determine what’s going on.”(After opening the furnace cabinet doors.)“It appears that there is a fair in sales. In a sales context, to me, this suggests that our technical knowledge has little relevance unless it is useful in helping customers solve a problem and meet a need. The primary source for that information IS the customer.CHANGE YOUR MINDSET FIRSTYou have worked very hard at learn-ing all you can about HVAC. You know far more than your customers and it’s very tempting to let them know that. You may be wasting your time. Your customers assume you are the expert, or they wouldn’t have invited you in the first place. If you find your-self doing most or all of the talking, you’re impressing yourself more than your customers. If you ever thought, or were trained, to “control” the customer by talking, consider changing your mindset. In-stead of telling them what you know and what you think they need, invest your time into building rapport, turn-ing that into trust, engaging them with questions, and showing them solu-tions to their problems. Changing your thinking, and then changing your behaviors, will change your results.IT’S NOT A QUESTION OF WHENEngagement isn’t something you plan to do, it’s what you do. When you change your mindset from telling them what they need to discovering 22 DECEMBER 2018HIGH PERFORMANCE HVAC TODAYSALESeffort into creating the best possible connection with your customer. Let her know that she and her family’s needs are the most important consid-eration and you will help her by an-swering questions. Engage your cus-tomers, offer solutions to problems, ask for the sale in a professional man-ner, and you will sell more jobs, at higher prices. responses. This affirms that you are listening and that what she says is im-portant. Later, when you create your proposal choices, the choices will in-clude varying degrees of solutions that reflect her specific needs and wants. Engaging the customer by asking questions, listening, and taking notes is a very powerful sales tactic, one that should never be skipped.SELLING YOURSELFEverything we do as sales profes-sionals impacts customer thoughts and feelings about us. You may be the most thorough and expert HVAC per-son to have come to her home, but if she doesn’t know that she can trust you, then you will not make the sale.Consciously invest your time and amount of dirt and debris here. May I ask when was the last time you had your system cleaned or maintained?”(Use your phone to take a photo of the inside of the blower.)“This amount of dirt is to be expect-ed on a system of this age. The prob-lem with dirt is that it restricts airflow, making it harder to get warm and cool air to the rooms farthest from here. “It stresses equipment, causing more frequent failures and repairs, and it makes your utility bills higher. Does it make sense that we make sure this doesn’t happen in your new system?”TAKING NOTESThroughout this engagement and discovery process, you should take notes and write down the customer’s Tom Piscitelli has over 40 years’ experience in HVAC sales, sales management, marketing and consulting. His articles have been pub-lished in trade magazines, he often speaks at industry events, he has produced three HVAC sales training DVD’s and he particularly enjoys bringing cutting edge training approaches to our industry. Visit www.sellingtrust.com. DECEMBER 2018 23HVACTODAY.COMBy Michael HartmanTECHNICALl Digital Manometer or Magnehelicl 3/16” i.d. neoprene or rubber tubing l One static pressure tipl 3/8” bullet tip drill bit with sheath l 3/8” plastic test port plugsl Carrying case.Without these essentials, and knowing how to use them, you will miss a lot of airflow problems.TOTAL EXTERNAL STATIC PRESSURE – THE FOUNDATIONTotal external static pressure (TESP) is the first measurement we take to determine an airflow problem. This test provides an overall picture of what’s happening with the system. If our measured TESP exceeds the air handling equipment’s maxi-mum rated TESP, we know an air-flow problem probably exists.To measure TESP, you’ll need to install 3/8-inch test ports (drill holes) where air enters and leaves the equipment. You’ll need to drill into areas that could cause refrig-erant or water leaks, so be care-ful. We make sure our guys use a drill bit sheath, so the drill bit only penetrates the cabinet a little.Once they install their test ports, our technicians measure pressure entering and leaving the air han-dling equipment. They add the two pressures to-gether to determine TESP. If they measure high TESP, then they should measure static pressure across other system components to determine what is causing it. High TESP tells us we have a problem, it doesn’t tell us where that problem is located.FILTER PRESSURE DROPThe air filter is a leading airflow restriction, so we measure its pressure drop next. It’s common At Thomas E. Clark, we are true believ-ers in the benefits of static pressure measurements. It’s an important HVAC system vital sign that uncovers hidden airflow issues we would otherwise miss. For example, one job we diagnosed had a furnace that was tripping the high limit. Others blamed this problem on a zone system issue. We tested sys-tem static pressures and found a restrictive air fil-ter leading to high static pressure and low fan air-flow. Testing helped us to find the true cause for overheating and prevented further misdiagnosis.In this article, I want to give you a peek at how Thomas E. Clark uses static pressure testing to solve airflow problems, generate leads, and build trust with our customers. THE RIGHT STUFFTo measure static pressure, each of your tech-nicians will need the following test instruments and accessories.Build Your Business with Static Pressure DiagnosticsDrill bit with sheath and cap plugs.24 DECEMBER 2018HIGH PERFORMANCE HVAC TODAYTECHNICALshows whether the filter will work in the system even if it’s clean.COIL PRESSURE DROPIndoor coils are another common airflow restriction that can be a chal-lenge to measure because no one wants to drill into a coil and cause a leak. Un-less my guys can remove the coil panels before drilling, they will use a drill bit sheath to prevent coil damage.To measure coil pressure drop, in-stall 3/8” test ports before and af-ter the coil. Measure pressure enter-ing and exiting the coil, then subtract them to determine coil pressure drop. It’s important to know the coil con-dition. A wet coil often has a higher pressure drop than a dry one. According to NCI static pressure budgets, a properly sized and clean coil should have a .20 to .30-in. WC pressure drop. If the pressure drop is higher than .20 to .30-in. WC it can in-dicate the coil is plugged or too small for proper airflow. This test shows whether the coil is plugged or restric-tive without taking all the panels off – it’s a real time saver.DUCT SYSTEM PRESSURESIf the air filter and coil pressure drops are good, the next step is to mea-sure the supply and return duct system. On a standard installation, test ports are already installed. Return duct pressure is a single pressure measurement taken where air enters the air handling equipment. If the air filter is at the equipment, re-turn duct pressure has the same read-ing as the pressure entering the filter. If there is a return air filter grille, re-turn duct pressure is measured in the return plenum, where air enters the air handling equipment.Supply duct pressure is also a single pressure measurement taken where air enters the supply duct system from the air handling equipment. This is typical-ly in the supply plenum. When my guys work on a gas furnace system, they take the pressure measurement above the coil in the supply plenum. If the job has a heat pump system with an air han-dler, they measure supply duct pres-sure in the supply plenum as air leaves the air handler. They are always careful about getting too close to any electric heat strips. You should be too.Again, according to NCI static pressure budgets, the pressure on ei-for a clean filter made of a restrictive material, or a filter that is too small, to choke down system airflow.To measure filter pressure drop, in-stall a 3/8” test port before and after the air filter. Measure pressure enter-ing and leaving the filter, then sub-tract them to determine filter pressure drop. According to NCI’s static pres-sure budgets, a properly sized air filter should have a .10-inch water column (WC) filter pressure drop.To measure a system with a return air filter grille, our guys measure fil-ter pressure drop by following NCI’s training: They pierce the static pres-sure tip through the return air grille and filter. They then read pressure drop directly on the manometer. If the filter pressure drop is .10-in. WC or less, the technicians know they haven’t yet found the airflow problem. If it’s higher, they know the filter can’t handle the proper airflow. This test Meet Mike Hartman at NCI Summit 2019Done right, a few simple tests will generate high quality leads with virtually no competition and very high conversion rates. To hear more details on how Thomas E. Clark uses stat-ic pressure testing to diagnose problems, generate leads, and gain customer interest, come see Mike Hartman co-present with NCI’s David Richardson at Summit 2019 (www.gotosummit.com) in Orlando, FL. In this highly interactive hands-on session, both Mike and David will demon-strate proper testing techniques and how to explain test results, gain customer interest, and hand-off the lead. The session is titled “Lead Generation through Performance Testing”.NCI Members: Take advantage of early-bird pricing by registering today.Early bird ends on January 19, 2019. Don’t wait another minute! You can still save hundreds on your registration costs. And don’t forget to book your hotel – we are expecting rooms to sell out early. Go to ncilink.com/wynd and reserve your rooms at the Wyndham Orlando Resort (you can also call them at 407/351-2420).Questions? Call 800-633-7058 and talk to your customer care representative.HartmanDual Port Manometer Fieldpiece SDMN5.DECEMBER 2018 25HVACTODAY.COMsure readings with customers, they are trained to keep explanations as simple as possible. We use basic analogies our customers can tie to their problems. The NCI comparison of static pressure to blood pressure serves our team well. At Thomas E. Clark, we base any questions to customers around the readings we’ve taken. For instance: If static pressure is high, we ask ques-tions about comfort, hot and cold spots, or high utility bills. Consumers think we have a crystal ball when we pinpoint problems like this. Seeing is believing and our test in-struments and readings make custom-er problems visible. Once we discover the problem, our team focuses on find-ing a solution that fits customer needs and budgets. DIG DEEPERKeep in mind, correcting a static pressure issue doesn’t mean we fixed an overall airflow issue. We can still have issues with leaky ducts or im-properly sized branch ducts that pre-vent proper airflow from being deliv-ered. We try to dig deeper to make sure any potential problems are headed off. Measuring static pressure is the first step that leads us in that direction. ther side of the duct system should not be higher than .10-in. WC. The duct system with the highest pres-sure is the one that is the most re-strictive and where the technicians need to test further. So, they measure down from the first duct system test port and install test ports every four feet or so. They look at pressure-drop down the duct system and across suspect duct fit-tings like sharp transitions and turns. They look for big pressure changes in the ducts. These two items indicate an airflow restriction in the duct sys-tem. Technicians can quickly tell if the ducts are undersized with this test.TEST ADVANCED, EXPLAIN SIMPLYWhen our guys discuss static pres-Mike Hartman was born and raised in Silver Spring, MD. He is the president of Thomas E. Clark Plumbing, Heating, and Air Conditioning. They are a Perfor-mance-Based company that offers CO/Combustion Analysis, Air Diagnostics/System Performance, and Home Performance services.26 DECEMBER 2018HIGH PERFORMANCE HVAC TODAYPHOTO OF THE MONTH“Installation Cost Control”— Jason Nikkel, JN Electrical Temperature Control, Inc., Bowersville, GA Why do we get so many headaches in here? Jason Nikkel from JN Electrical is the December 2018 winner of our Photo-of-the-Month contest, as voted on by the subscribers to the High Performance HVAC Today magazine and visitors to the website. He will receive a $50 gift card.You can too – submissions are always welcome. If you’d like to submit a photo for consideration in our Photo-of-the-Month contest, go to ncilink.com/POMSubmit and fill out the information as requested.THE JANUARY 2019 RUN-OFF CONTEST The January 2019 contest is a run-off of all the past winners from 2018. The winner receives a free registration to NCI’s Summit 2019. Learn more about the Summit at www.gotosummit.com.DECEMBER 2018 27HVACTODAY.COMNCI MEMBER UPDATE2019 High-Performance Summit Week Registration is OpenJoin your Performance-Based Con-tracting™ peer group in Orlando, FL on April 15-18, 2019 for the 2019 High- Performance Summit. The 2019 focus is on the High- Performance sales and deliv-ery cycle. Each workshop con-centrates on a different key el-ement of that pro-cess including:l Lead Generation – Lead Turnover and Setting the Appointmentl The Sales Process – Handoff to Your Installation Team and Selling High-Per-formance Service Agreements.This year, based on input from past at-tendees, we’ve extended our breakout sessions to an hour and a half so there is more time for attendees to interact with instructors and their fellow High-Perfor-mance Contractor peers. Some work-shops even have hands-on learning with working equipment and test instruments.THE SESSIONS: Here is a quick run-down of the sessions and instructors:l Generate High Quality Leads with Performance Testing with Mike Hartman and David Richardsonl Turn High-Performance Leads into Appointments with Nancy Mc-Keraghan and David Holtl Performance-Based Selling in 12 Steps: From Test to Proposal with Michael Hyde and Rob Falkel The Handoff Can Make All the Difference with Dawn Vickers-Mroczek and John Puryearl Sell High-Performance Mainte-nance Agreements with Jim Ball and Tom Johnson.In addition to breakouts, the 2019 Summit features three special events: NCI Partners Reception and Tradeshow, The Idea Meeting, and our Special Awards Banquet.Plus, there are special partner events. First, on Monday, April 15th, there is a Performance Planning Bootcamp hosted by Goodman Man-ufacturing. Special pricing is avail-able for Summit attendees, Goodman/Amana Dealers, as well as NCI and EGIA members.Then on Thursday, April 18th, we will have a class titled, Breakthrough Business Leadership: Developing a Process-Driven Company, presented by Gary Elekes. There is special pricing for NCI and EGIA members.EARLY BIRD SAVINGS: Take advan-tage of the early-bird registration fee. NCI members can save $200 off the full regis-tration price as well as receive special pric-ing on the pre- and post-conference train-ing events. Visit GoToSummit.com and get you and your team registered today.Don’t forget to make room reserva-tions as well. Rooms will go fast. Go to ncilink.com/wynd and reserve your rooms at the Wyndham Orlando Resort (phone 407/351-2420).Your Membership Benefits Just Got Better!In other news, NCI’s newest Vendor Partner is Pearl Certification of Vienna, VA. This national organization provides third-party certification of high-performing homes: homes with “performance assets” that make them healthy, safe, comfortable, energy and water efficient. The Pearl Contractor Advantage Network (PCAN) is for high-quality residential contractors. Only the top 5% of contractors in a region are invited into the network. Pearl will invite NCI members to apply for network access. Once accepted, NCI mem-bers can use Pearl Certification Reports to help customers understand the value of quality work and performance testing. This high-performing home certification can help customers recapture some of their in-vestment in high-performing HVAC systems through increased sales value of their homes.Pearl works closely with real estate agents and appraisers, so energy efficiency im-provements are visible and add value to the home. PLUS, members can earn NCI Training Bucks when they sign up to participate in the PCAN. You also earn NCI Bucks on the monthly PCAN fees, on asset certification fees, and on Pearl’s Silver, Gold, and Platinum certification fees.For more information, go to the Pearl Partner page on the NCI website (you must be signed in) at ncilink.com/Pearl.The High-PerformanceSales CycleThe High-PerformanceSales CycleLead GenerationLead TurnoverSales Call/ProcessesHandoff to InstallationService Agreements28 DECEMBER 2018HIGH PERFORMANCE HVAC TODAYHVAC SMART MARTDECEMBER 2018 29HVACTODAY.COMAdvertiser IndexHIGH PERFORMANCEHVAC TODAY TMAD INDEXBaker Distributing Company | BakerDist.com ..........................................................................25Dwyer Instruments, Inc. | www.dwyer-inst.com .......................................................................2Goodman Manufacturing | www.goodmanmfg.com .............................................................5Jackson Systems | www.JacksonSystems.com ........................................................................28Lazco Corp. | www.lazcocorp.com.................................................................................................22R.E. Michel Company | www.REMichel.com ................................................................................9The New Flat Rate | www.thenewflatrate.com ........................................................................28To Your Success | ToYourSuccess.com .........................................................................................28TSI, Inc. | www.TSI.com/comfort ...................................................................................................13United Refrigeration Inc. | www.uri.com ......................................................................................4To Subscribe to High-Performance HVAC Today:ONLINE: Visit HVACToday.com/subscribe for a FREE digital subscription.PRINT: 1 year/$72; single copy $7. Canada: 1 year/$92; single copy $9. Payable in advance with U.S. funds. Prepaid subscriptions may be sent to: High-Performance HVAC Today, PO Box 147, Avon Lake, OH 44012. Phone: 440-949-1850; toll free 800-633-7058; FAX 440-949-1851, or visit HVACToday.com/subscribe to order online.PublisherDominick GuarinoEditor-in-ChiefMike WeilArt DirectorConnie ConklinOnline Development DirectorBrian RosemanSales ManagerDave KenneyCirculation ManagerAndrea Begany- GarsedEditorial AssistantMarge SmithEmail us at contactus@hvactoday.com with your comments and questions.Next >