< PreviousScan the QR code for more information.MARCH 2023 15HVACTODAY.COM16 MARCH 2023HIGH-PERFORMANCE HVAC TODAY What Does It Take to Win with Maintenance? M ost people measure whether they are winning at something by the amount of money they make. This definition of winning may be the reason most HVAC businesses steer clear of maintenance. Our industry views maintenance as a loss on the scorecard. But is it? There are companies that, almost like ghosts, haunt the rest of the industry with successful maintenance programs that win for all parties in- volved. These ghosts quietly take care of custom- ers and keep them as raving fans. They find ways for their customers, their co-workers, and their businesses to win. Wouldn’t it be nice to spend some time with those ghosts and get an inside peek at what makes them winners? DO CUSTOMERS WIN? In business, nothing matters if the custom- er doesn’t win. Successful maintenance programs place the customer first. All processes and procedures are there to serve the customer. Great maintenance programs find processes and procedures that exceed customer expecta- tions for years to come. If you were the customer, what elements of a maintenance program help you to win? Some common winning features include: zPre-scheduled tune-up zSystem performance evaluation z Seamless monthly payment plan zVisible system improvement z Priority service zDiscounts on service and accessories zTidy work areas z Respect for customer’s home and family zClean trucks parked in the appropriate place. DOES THE TEAM WIN? The HVAC industry faces a severe labor short- age. Not having a large enough labor force can cause a deterioration in the qual- ity of work performed. Why? Be- cause fewer techs try to squeeze in more calls and spend less time discovering the source of custom- er complaints. Quality is bound to suffer. Also, a smaller workforce usu- ally has a higher overtime per- centage. Overtime means tech- nicians lose time with their families. This leads to things like burnout and bad attitudes. Will quality work suffer as a result? You bet. Your team members must have your respect and concern for the By Jim Ball SERVICEzPerformance bonuses for quality work z Company provided uniforms zPublic praise/private reprimand. CAN THE CONTRACTOR WIN? You already know the answer. You also know it is not easy to have a main- tenance program that wins. High-Per- formance Maintenance Contractors all measure, evaluate, change, and re-measure. A winning contractor must spend time training themselves. They must seek ways to improve their own performance even as they seek to improve their team’s performance. Contractors who win can expect the following: zCustomers who are Raving Fans z A successful, trustworthy team zSteady, predictable work schedules zA reputation for quality work zConsistent income. NCI CAN HELP WITH SUMMIT 2023 In each section of this article, I list- ed features a single High-Performance Contractor uses to Win-Win-Win. Can you imagine being in a room full of successful contractors all sharing their experiences? You will have that opportuni- ty at National Comfort Institute’s High-Performance HVAC Sum- mit 2023. Come join us! You will hear experiences and share ideas with other High-Performance Contractors in each session. There will be some ghosts haunting these sessions and I can’t wait to learn how to be a winner. challenges this type of work causes. So to have a successful maintenance program, you must have successful co-workers. This means hiring people with the right attitude, then training them to provide top-shelf craftsman- ship on every job. Then there is the whole career as- pect. Providing HVAC careers and training for your team is so essen- tial by today’s standards. When your team members know the progression of their careers and they know you reward quality work, they will work harder and help the entire company be successful. Unfortunately, many within the HVAC Industry view maintenance work as ‘busy’ work. They view it in the same light as when a teacher gives the substitute busy work for the class to perform when the teacher is out. They don’t place a high value on maintenance that our customers and co-workers can rally behind. If we treat maintenance tune-ups like an option, then maintenance will never be more than just busy work. Teams must understand the impor- tance of regular maintenance, and owners must continually re-en- force its value. Contractors whose teams win with maintenance have found a way to val- ue this work. It’s not busy work. It be- comes a pathway for the homeowner to know their system is operating safe- ly, their home environment is healthy, and they are more comfortable. Main- tenance assures customers their sys- tem is also operating efficiently. Features winning teams have in common include: zTraining programs that correspond to pay increases MARCH 2023 17HVACTODAY.COM Jim Ball’s Upcoming Summit 2023 Discussion This article is based on an upcoming discussion mod- erated by Jim Ball at National Comfort Institute’s 2023 High-Performance HVAC Summit in Branson, MO. In its 20th year, this event focuses on the High-Performance HVAC Contracting segment of the industry and promises to be something you and your team should not miss. If you haven’t done so, sign yourself and your team up. Plan to join your peers from across the country in Branson, MO, from April 17-20. You can learn about upcoming sessions, special events, registration savings for members, and more at gotosummit.com . Also, book your hotel rooms as part of the NCI discount- ed block. Jim Ball is a long-time National Comfort Institute (NCI) shin- ing star and an effective implementer of High-Performance HVAC. He recently sold his family HVAC service company and looks to give back to the industry by contributing his NCI knowledge and experience. If you’re an HVAC contractor or technician interested in learning more about High-Performance HVAC, contact Jim at ncilink.com/ContactMe . HVAC SUMMIT 2023 HIGH-PERFORMANCEVisit NCIlink.com/ClassSchedule to view the latest schedule.By Eric Torykian SALES How Can Financing Options Sell More High-Performance Systems? W ith inflation top-of-mind, resi- dential customers may hesitate to invest in their HVAC systems through High-Performance HVAC technical services or equipment replacements. They may be more concerned with sticking to a budget without considering how the overall value of these adjustments can outweigh the price tag and even save them money on utilities. High-Performance Contracting is about system performance, not just equipment performance. Like the human body, households have complex systems that work together to function properly. The house itself is a part of the system. If one part is neglected, the other parts will suffer. When we go to the doctor, they test our tem- perature, blood pressure, cholesterol, and more. In the same way, HVAC contractors should test and measure airflow, outside air leakage, and temperature rise and drops. Ignoring any part of this process can prohibit new systems from performing at the top of their specifications, impacting customers’ energy bills and overall satisfaction. That’s where professional contractors can jump in and help customers understand the benefits of a new, higher-efficiency system specified after taking measurements and testing variables into account. When done correctly, the sales process discovery phase will raise customer questions about household comfort, system efficiency, and even how the right system can help them avoid health concerns like allergies or asthma. It is easy to list the financial and non-financial benefits of High-Performance HVAC systems. But it is also essential to ensure these better-per- forming systems are affordable for homeowners. With the median transactional account balance at $5,300, many U.S. households can- not afford the highest-quality system outright. Giving customers insights into the benefits of High-Performance HVAC systems is easy. The difficulty comes in helping them figure out how to pay for it. MAKE BETTER SYSTEMS MORE AFFORDABLE High-Performance HVAC systems offer many benefits: zThey can make a home more comfortable, saf- er, and improve indoor air quality zThey can lower utility bills by reducing ener- gy usage z They may even pay for themselves in three to five years. Financing options can be an excellent opportu- nity for contractors who specialize in or want to focus on selling more High-Performance HVAC systems. Breaking HVAC project cost into month- ly loan payments can lessen the initial sticker shock and help customers afford higher-efficien- cy system designs and repairs. It allows customers to purchase quality duct system upgrades, potential equipment replace- ments, and increase their energy efficiency with- out having to commit a large amount of money upfront. Financing options can make it easier for cus- tomers to choose more expensive, higher-val- ue systems and keep money in their pockets. We are in a subscription economy and consumers are used to getting sold monthly payments alongside upgrades. They are also used to making monthly payments on everything from cars to cell phones. This sales approach can cater to buyers looking for short-term promotional financing MARCH 2023 19HVACTODAY.COMNext >