< Previous10 JULY 2020HIGH-PERFORMANCE HVAC TODAY For example, on the refrigerant side of the sys- tem, technicians often misdiagnose low airflow as an undercharged refrigerant circuit. They are only looking at pressure-temperature relationships. Insufficient airflow can also cause register airflow to fall below the required heating or cooling capacity to the point that customers no- tice temperature differences between rooms. High coil pressure-drop also impacts the lon- gevity of major system components, such as the compressor or heat exchanger. Under low airflow conditions, inadequate heat is available to convert all the liquid refrigerant to vapor, allowing liquid refrigerant to enter the compressor. In heating mode, low airflow will increase the temperature rise of the heat exchanger. If a system is allowed to cycle on and off be- cause of excessive temperature, the result is often a crack in the heat exchanger. Whether in heating or cooling mode, airflow depends on a coil with a pressure drop that matches the original design. D oes this sound familiar to you? Have you ever felt lost as to where to start when a customer’s system does not provide comfort? Static pressure test- ing can quickly give you insight into how poorly the system is performing. It also provides some talking points to discuss with your customer. Evaporator coils and filters tend to be the biggest contributor to excessive to- tal external static pressure (TESP). EFFECTS OF HIGH COIL PRESSURE DROP As pressure drop across the coil increases, the amount of energy required to move a volume of air across the evaporator also increases. For modern furnaces with electroni- cally commutated motors (ECM), this means the watt draw will increase as the motor attempts to overcome the pressure due to their variable opera- tion. As the motor consumes more energy, it decreases the equipment’s Energy Efficiency Ratio (EER). In older systems (which make up the bulk of motors still in use to- day), the Permanent Split Ca- pacitor Motor (PSC) operates at a fixed speed. As static pressure increases, airflow decreases. Reducing airflow across an evaporator can lead to a variety of issues. Evaluating and Correcting Evaporator Performance By Justin Bright TECHNICAL WHY DO YOU NEED TO MEASURE STATIC PRESSURE? NONE OF THE OTHER CONTRACTORS WHO QUOTED ME A NEW SYSTEM HAVE TAKEN MEASUREMENTS. CAN’T YOU JUST ADD MORE REFRIGERANT? JULY 2020 11HVACTODAY.COM SOLUTIONS FOR COIL PRESSURE DROP PROBLEMS To solve pressure-drop prob- lems with evaporator coils, you need to identify and control the source of the problem. Some com- mon problems begin with a poor coil choice, filter bypass, as well as return duct leakage. Another problem source is incorrect airflow. This leads to insufficient con- densation on the coil to remove par- ticulate buildup. Occasionally you may come across excessively low coil pressure drop. Typically, you need to look for a by- pass around the coil. Other things to look for include missing panels in- side and along the sides of the coil, or gaps between the drain pan and out- er casing. There are several solutions to cor- rect an evaporator coil that has an ex- cessive pressure drop. The most effective way is to in- stall coils that can move the correct airflow at a low pressure drop. One evaporator coil manufacturer, for ex- ample, offers three-ton coils at an air- flow of 1200 cfm that have a range of static pressure drops from .2” to .4”. By knowing the operating pressure drop, we can select the coil rated at .2” and ensure we meet the pressure budget for a system with a PSC motor rated at .5”. If we choose a coil rated at .4”, that will use 80% of the fan’s available pressure. There is still one more op- tion; by increasing to a 3 ½-ton coil, we could reduce the pressure drop to .17,” allowing for degradation due to buildup on the coil. If a previously installed coil is show- ing signs of excessive pressure drop, cleaning the coil will lower the pres- sure drop in most cases. Before spend- ing time cleaning the coil, make sure to verify that the coil is installed correctly and is appropriately sized for the sys- tem airflow. Use fan tables from the manufac- turer’s installation instructions or the National Comfort Institute Airmaxx app (https://airmaxxlite.com/) to verify blower airflow. Compare the measured static pressure at the oper- ating airflow to the man- ufacturer’s rated static pressure drop. You may need to use Fan Law Two (ncil- ink.com/FanLaws) for when you encounter airflow tables that do not list your design airflow. If you see that the coil has a lower listed pres- sure drop than the pres- sure measured, cleaning the coil is warranted. Along with clean- ing the coil, you should minimize the source creating buildup on the coil. Look for leaks in the duct system which bypasses the filter. Consider adding weather stripping at the filter to provide a better seal. HOW TO MEASURE COIL STATIC PRESSURE DROP When evaluating the performance of evaporator airflow, you need to use a manometer with a static pressure tip and hose to connect them. When in- stalling a new coil, it is a best practice to install your test port in a location that avoids the refrigerant tubing be- fore the coil installation. Going one step further, for a low ad- ditional cost, you can install a perma- nently mounted static pressure tip to avoid any mechanical damage caused by repeatedly inserting static pressure tips during maintenance visits. First, determine a location to install a static pressure port. Depending on what type of equipment you are test- ing, you should verify your probe will not come in contact with belts, capac- itors, or other electrical components. In an existing system, you may not be confident as to what is behind the panel and may not want to drill through it. In these cases, you can install a test port in the side of the furnace, test through the limit switch hole, or use a section of capillary tubing to measure the pressure entering the coil through the gap in the corner of the furnace’s exiting opening flange. When you have the pressure enter- ing and exiting the coil, subtract exit- ing pressure from entering pressure to calculate the evaporator coil pressure drop expressed by the symbol � p.12 JULY 2020HIGH-PERFORMANCE HVAC TODAY nance visit, you can track the increase in static pressure. Then you can create a custom coil cleaning schedule that reflects the individual coil’s installa- tion quality, the customer’s level of operation, as well as the environmen- tal impact of buildup on the coil. Be sure you’re not limiting your troubleshooting to the evaporator alone. Remember that the coil pres- sure drop is only one component of a system’s pressure budget. Excessive pressure drop in other components may reduce overall sys- tem airflow, making the coil appear to be within budget. Restoring air- flow by correcting other components may increase airflow through the coil, which would increase the pressure drop across the coil. A BRIEF CASE STUDY Recently I was on a job site with a contractor. He had replaced an evapo- rator and was having issues with the re- frigerant cycle. The system evaporator had a 40-degree temperature drop and a pressure drop of .8”. The coil was ex- ceeding the pressure budget of .2”. We used a boroscope to perform a visual inspection through our stat- ic pressure port and found several is- sues. The TXV sensing bulb had been mounted upside down with its tubing facing down. The insulation had fall- en off the inside of the casing and had frozen to the coil. Plus there was ex- cessive coil bypass at the drain pan through a three-inch gap. After making corrections to the evap- orator, the pressure drop decreased COIL CLEANING Coil cleaning techniques vary from company to company. Some compa- nies have policies that require using water for cleaning. Water will rinse the coil clean while minimizing dam- age to the coils that can happen if you use a corrosive chemical. In reality, when cleaning a coil in place or when the coil has been ex- posed to cooking oils on its surface, chemicals may be necessary. After cleaning the evaporator, re- store airflow to as close to design air- flow as possible. Install a static pres- sure port sticker and list the date, coil pressure drop, and airflow on it. This provides a reference for future visits. On each service or planned mainte- TECHNICALJULY 2020 13HVACTODAY.COM wait for a better coil option to be or- dered, the pressure drop would have been lower. Originally the contractor had offered a broader scope of work, which would have addressed other performance issues, but the customer had a limited budget. PROVIDE CUSTOMERS CHOICES BASED ON DATA In many cases, we are not able to make all the corrections we want. But through testing and collecting data, we can provide customers with the infor- mation they need to make an informed decision and have reasonable expecta- tions of the results within their budget. When a customer asks me why I need to perform a static pressure test when other contractors don’t, my an- swer is to provide them with enough information to understand the prob- lem, how severe it is, and what results to expect from the options available. So, tool up, take the time to test sys- tems, and discuss your solutions with customers. It only takes a few min- utes of practice on each job to master static pressure testing and turn tests into sales. to .41”. This was a perfect example of what happens if you pick up a coil with- out looking at its engineering data. The excessive coil pressure drop, along with the overly restrictive electronic air cleaner, left this system only able to de- liver 80% of its airflow. If the customer had been willing to Justin Bright is a field coach and instructor for National Comfort Institute, Inc. His background is in designing, installing, and servicing HVAC and plumbing systems for residential and commer- cial systems. Today he trains students in all NCI disciplines and is an instructor for NCI’s Southern Califor- nia Workforce Education & Training program. Go to ncilink.com/ContactMe for more info. Install a static pressure port sticker like the one pictured here to record your measurement results.14 JULY 2020HIGH-PERFORMANCE HVAC TODAY So here’s the question: Do you know how many people see your job ad each week? Do you know how many people start the process of filling out the application for the position you need to fill? Or how many complete it? Why is this important? It is data you can use to improve the success rate of your job advertise- ments. Let’s face it: You can’t change what you don’t acknowledge. If you want to attract the best people from within your market area, you must believe in a very simple idea: Simply changing the job ad messaging can have a huge impact on the answers to all of the above questions. After years of writing job ads that work, here are five points I strongly suggest you consider if you wish to attract quality applicants from your market through an ad. 1. Think about what sets you and your company apart from competitors? What is it about your business that will convince someone to quit their current job and come work for you? Hint – it’s not money. 2. Formal job titles are nice but be sure you keep it simple. Search engines are the name of the game. Having a job title like custom- er assurance officer means nothing to nearly ev- ery job seeker. But customer service is attrac- tive to a large number of job seekers and gives you the largest talent pool opportunity possible. 3. I have seen so many contractors copy a job description they think sounds nice but, it is in- credibly boring and says nothing about them or their company. Job descriptions should re- flect your company values – both for the po- tential employee and the people they will serve. 4. Be positive about the position. You want to catch their interest, not scare them away. Did you know that 75% of candidates say “the ap- A fter more than 25 years of working with HVAC contractors, I have learned quite a bit about the daily need-to- hire challenges. I want to share a few thoughts on what it takes to attract good people into your business. Here are two key points to remember: n There is no shortage of good people. If you think there is then read no further. n You convince people to stay by simply meeting their needs. If you’re not sure how to do this, I have a few ideas that will help. ATTRACTING GOOD PEOPLE If you want to acquire good talent, then why is your hiring process all about you and not about the candidate? National Comfort Institute has a saying: “If you don’t measure, you’re just guess- ing.” This statement is just so true. We measure all the time. Based on the informa- tion our company gathers from thousands of job applicants each week (data that we analyze regu- larly), we know that on average 90% of job seek- ers who read your job ad leave without applying, and more than 40% of job seekers who start read- ing the ad for your job end up not completing it. How to Attract, Hire, and Retain Good People By Paul Vishnesky MANAGEMENTJULY 2020 15HVACTODAY.COM of a relationship is a function of the extent in which it meets the needs of the people involved.” How well your people rate that rela- tionship is a function of how well their needs are met. Owners/managers should not have the objective of lead- ing, guiding, or directing people. In- stead, they should aim towards allow- ing, challenging, and inspiring people to blossom and grow. FIVE CORNERSTONES There are three things all people need: Acceptance, Security, Validation. Furthermore, here are five corner- stones that, if put in place, can create a culture of growth and lay the foun- dation for success: n Strive to manage people in a way that protects and enhances their self- esteem. If people feel unappreciated, jerked around, underpaid, overworked, and insecure, then you’re perpetuating mediocrity in your culture. n Be objective and consistent in all actions and decisions. Don’t run on personal agendas, don’t play politics. n Delegate all tasks that do not uniquely require your attention. Man- agers can become territorial: they hold information back, don’t let people go. When that happens, people feel op- pressed, bottlenecked. n Focus on productivity, not activity. n Lead by inspiration, but most as- suredly lead. Someone needs to make decisions, step up, and take the heat. In the world today, because of ad- vances in technology, training, com- munications, and so on, there is par- ity between most contracting firms. The only differentiator is the people who deliver your products and ser- vices. Doesn’t it make sense then that you must have the best people possi- ble? This starts with how you go about finding and hiring them through your advertising and marketing, followed up by providing them a strong culture where they can thrive and grow. I believe these are profound cor- nerstones. Remember, success comes from the inside out. By understand- ing the numbers behind your market- ing and advertising and adapting your message accordingly, you can truly be- come an impact player in your market. pearance of a job posting” affects their choice to apply? 5. Watch the job ad tone. This highlights your culture, which I’ll talk about next. The job ad should match whether your company has a laid-back approach or is more formal. It can fo- cus on whether you are all about good employee relationships or maybe ca- sual working conditions. My best ad- vice is to be authentic and not some- thing you aren’t. RETAINING GOOD PEOPLE What separates top-performing HVAC companies from the rest is the service delivery medium. That medi- um is your people! So, it makes sense that if you want to attract and retain the best people, you need a culture that supports this. According to a 2013 Harvard Busi- ness Review article by Michael D. Wat- kins (ncilink.com/CompanyCul- ture), “Company culture refers to the personality of a company. It defines the environment in which employees work. Company culture includes a va- riety of elements, including work en- vironment, company mission, values, ethics, expectations, and goals.” A big part of company culture is the relationship between management and the employees. One of my closest mentors used to tell me, “The quality Paul Vishnesky is president of Hire Dimensions, Inc., Dallas, TX. The company offers state-of-the-art hiring solutions for the HVAC Industry. Key among them is teaching contractors how to create hiring strategies and then using their Inbound Hiring Optimization to help contractors significantly increase the number of good job applicants. Go to ncilink. com/ContactMe for more information.HIGH-PERFORMANCE HVAC TODAY lieve in them so much that we continue to do them with a marketing company twice a year. Yes, they are expensive, but there is a lot of value to putting a newsletter together for your customer base. NEWSLETTERS AS EDUCATIONAL TOOLS Here is how a newsletter provides value to your customer and pays you back: Education. This is a great opportunity to pro- vide tips or ideas on things to do at the home. Newsletters can tie to the services you provide or not at all. The key here is to give, not get. You may share facts about IAQ while at the same time let- ting customers know a bit about the products you use and why. Be the Expert. Showing your expertise is al- ways beneficial and today you can enhance that push using social media. But that is fleeting. A newsletter allows you to have a more inti- mate connection with those who might ac- tually care about what you have to say. Show your knowledge and teach them about things they might not know, especially regarding you and your company. Personal Touch. Every newsletter goes out with a first-person letter from our owner, Bill Kennihan. He always shares some person- al anecdotes or excitement about the contents within the pages of the newsletter. You should do this in your own newsletter. It allows read- ers to get to know you better and learn what you care about. A few years ago, I attended a seminar about marketing where I learned how to create and prioritize a marketing strategy. The first and most important part of that strategy is to focus on your current customer. These are people who already know you and have stuck with you over time. I learned how reaching out to them in a news- letter is an awesome way to stay in contact. Be- fore that, we focused on using direct mail for the most part. To me, it seemed like direct mail be- came almost pointless. However, current tech- nology changes help direct mail get more atten- tion at a person’s home than it used to. Bill and Patty Kennihan have used newsletters as part of the business marketing plan for more than 10 years. As a member of National Comfort Insti- tute, we used their services for as long as they con- tinued to do them. The Kennihans and I be- Use Newsletters to Generate Leads from Existing Customers By Jose Montes MARKETINGJULY 2020 17HVACTODAY.COM it to customers who have used our services in the last 5 years works best. Furthermore, you should decide when the newsletter will arrive in people’s mailboxes and plan accordingly. Think about the seasons and what kind of services and products make sense to talk about. If you line up your delivery with a weather change, like a heatwave in May, it can be even more impactful. Also, when the phone rings, and it will, be ready in the office to answer all customer questions. By the way, I believe it is a great idea to have your staff read the newsletter and be familiar with it before it comes out. This way they will have an idea about why the customer is calling and they can answer with confidence. This can help them book more calls. HOW WE TRACK LEADS While the news- letter’s marketing strategy may be mostly about brand- ing, historically they have resulted in one call for every hun- dred and a Return on Investment of 300% at a cost per lead of $120. In our case, they more than pay for themselves and we know that because we track them. However, truth be told, we’ll never know the benefits of how this interaction makes us trustworthy to our customers. We do know it keeps us top-of-mind with them. YOU DON’T HAVE TO DO IT ALL YOURSELF Most of us are so busy doing our jobs that the idea of taking time out to put together a newsletter is beyond us. But it doesn’t have to be. You can find an outside company or hire a college stu- dent to do the physical work for you. However, I strongly recommend personalization in a newsletter. As you look at third-party firms to help, you may see they provide premade newsletters filled with generic content that are ready to mail short of your logo. While these might be cheap, in my opinion, this does nothing for your branding or your re- lationship with the customer. Personalization is key. Even though I recommend personalization, this doesn’t mean you are writing every- thing in it or figuring out all the de- We often include recipes and put our logo next to them. If the custom- er chooses to cut it out our logo might make it into their recipe book and cre- ate more impressions for our company. Coupons and Offers. Every news- letter goes out with three offers for our customer base. At times, we also show different discounts for our customers versus non-customers. For example, we might offer $250 off a ductwork renovation for exist- ing customers and only $150 off for non-customers. By the way, we also post the lesser offer on our website where potential customers are likely to go. This shows loyalty to those who are loyal to us. Constant Reminder. Newsletters are definite constant reminders so customers can remember what com- pany took care of their home. You can also use it as a reminder for them to maintain equipment, replace their fil- ters, and more. CONTENT PLANNING IS IMPORTANT When doing a company newslet- ter for your customers, be intentional about the content. Plan for who, what, and when. In our experience sending 18 JULY 2020HIGH-PERFORMANCE HVAC TODAY This way we fill up the newsletter with the content that we want for the frame they have provided us. The articles are populated into the newsletter, then we get to see and edit it accordingly. We take personaliza- tion a step further by always writing the opening article ourselves. For us, that is usually done by our owner, Bill Kennihan. If you are not the writing type, your vendor can create these for you based on what you want it to say. FYI: I have found HudsonInk (hudsonink.com) is also is a good source for newsletters. With them, you decide how much content to in- clude in the newsletter and they will work with you. When discussing newsletters with your provider, make sure you know what they include and what they don’t include. For example, if you decide you want them to write about a topic for which they don’t already have an article done in house, there might be extra charges. Newsletters separate you from the crowd, just like your NCI certification does. It is one more way to show why you are not like everyone else. tails. For example, our vendor, EB & L Marketing (https://ebandlmarket- ing.com/) provides us with a menu from which we pick different articles for different sections. MARKETING Jose Montes is the office manager at Kennihan Plumbing, Heating and Air Conditioning, in Valencia, PA. His industrial engineer- ing background propels him to always look for improve- ment. As a contractor he enjoys sharing what he has learned with others. Go to ncilink.com/ContactMe for more info.JULY 2020 19HVACTODAY.COM PHOTO OF THE MONTH “No Cooling: Really?” — Kent Donnelly, Tetra Mechanical, Simi Valley, CA “We came out on a “no air conditioning” call and found this bit of artwork. I was so stunned, my jaw hit my chest. I literally had no words.” Kent Donnelly from Tetra Mechanical is the July 2020 winner of our Photo-of-the-Month contest. He won in the What The Heck category, as voted on by the subscribers to High-Performance HVAC Today ( ncilink.com/HToday ) and visitors to the website. He will receive a $25 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 AUGUST CONTEST OPENS ON JULY 10, 2020. That gives you plenty of time to submit something in any of our three categories: The Good, The Bad, and the WTH (What the heck).Next >