hvactoday.comAUGUST 2024 HIGH-PERFORMANCE HVAC TODAY TM If You Don’t Measure, You’re Just Guessing! ™ Fall Preparation ALSO IN THIS ISSUE: • Four Air Diagnostic Tests to Help Pinpoint Comfort Problems • Strategic Planning: Measuring TESPs, OKRs, and KPIs • The Next Generation Approach to Air Upgrades™AUGUST 2024 VOLUME 8 NUMBER 8 HIGH-PERFORMANCE HVAC TODAY TM DEPARTMENTS AUGUST 2024 3HVACTODAY.COM Today’s Word .........................................................................................4 Summit Sponsor Highlights ......................................................5, 13 Contractor Spotlight: Picture Rocks Cooling ............................6 NCI Update .........................................................................................23 HVAC Smart Mart ...............................................................................24 Ad Index ................................................................................................25 One More Thing - A Tribute ..........................................................26 1015 TECHNICAL: Four Diagnostic Tests to Help You Pinpoint Comfort Issues When it comes to airflow diagnostics, here are four tests from NCI’s David Richardson to help you solve customer comfort and energy use problems. TECHNICAL: The Next-Generation Approach to Air Upgrades™ NCI’s Ben Lipscomb, P.E. introduces the next generation of air upgrades in this article. What’s in it for you? MANAGEMENT: Strategic Planning: Measure TESP to OKRs and KPIs High-Performance HVAC requires you to have a strategic plan - not just for the testing side, but the business back-end that supports testing. 194 AUGUST 2024HIGH-PERFORMANCE HVAC TODAY checks and upgrades. Don’t forget about your marketing and ad- vertising campaigns. This includes planning for and attending local home shows. 4. Customer Outreach — Prepare and send emails or newsletters to remind customers about the importance of fall maintenance. You can include any promotions in these communica- tion pieces as well. 5. Customer Education — Educating cus- tomers is a good idea. You can organize work- shops and seminars for free on the importance of system maintenance, testing and measuring sys- tem performance, and even energy savings tips for fall and winter. Don’t forget about home shows! 6. Emergency Preparedness — This is some- thing that more contractors should think about. Do you advertise your emergency services and is your staff ready to handle calls during unex- pected cold snaps? Consider backup plans for supply chain dis- ruptions (remember the COVID pandemic) or unexpected spikes in service demand. Do you have such plans? 7. Inventory Management — Make sure you restock common replacement items like filters, thermostats, and furnace components. Fall is a great time to spend more time with your suppli- ers to strengthen relationships. 8. Branding and Process Reviews— Sep- tember is a great time to review with your team AND customers your internal process and work together to improve them. This helps keep your brandand culturesharply in focus. Slowing down and recharging will help you proactively prepare for fall and winter. It’s a time to fine-tune and get ready to meet customer needs, improve customer satisfaction, and keep your team energized. Are you ready? A s Fall approaches, it may be time to slow down a bit to catch your breath and take some steps to ensure you, your team, and your company are ready to meet the upcoming heating needs of your customers. First and foremost is the need to give your team a break. This summer has been weirdly hot and your technical staff most likely was running in supercharge mode to keep up with the demand. Now is the time to let them plan some down- time to recharge. The same applies for you. Slowing down helps you reduce stress, increase productivity and more. It helps to get you ready for the next season’s worth of challenges. As you “come back online,” think about some strategies that can help you in the near future. Here are just a few ideas to consider: 1. Plan for staff vacations— Be sure to sched- ule vacations in a way that enables everyone to take some time off without interfering with com- pany operations. 2. Staff Training and Scheduling — From a falltraining standpoint, shoulder seasons are ideal for getting your techs up-to-speed on the latest equipment and technologies. Fall is es- pecially a good time to focus on heating system training, procedures, and products. From a scheduling standpoint, fall is excellent to adjust staffing schedules from the fast paced of summer emergencies and installations, to in- creased demand for maintenance and repairs. 3. Promotions — Fall is also the perfect time to revisit promotional discounts on mainte- nance services to encourage appointments. Create bundled service packages that in- clude things like inspections, equipment clean- ings, and minor repairs to help customers get ready for winter. This could include system Recharge Your Batteries: Eight Ideas to Help You Get Ready for Fall TODAY’S WORD By Mike Weil Mike Weil is editor- in-chief and director of communications and publications at National Comfort Institute, Inc. Contact him at ncilink. com/ContactMe.HVACTODAY.COMAUGUST 2024 5HVACTODAY.COM be a time saver. We design TEC’s prod- ucts to make your job easier and more effective. You can quickly identify and fix issues with the right tools, improving your service quality and customer satisfaction. TEC designed the Digital TrueFlow Grid to simplify measuring airflow and understanding the results. Providing precise readings quickly and easily elimi- nates the need to hunt down installation manuals that are typically hard to under- stand or source. This tool is not just for high-end projects; it’s practical and bene- ficial for everyday HVAC work. At TEC, we are dedicated to provid- ing innovative solutions that help you better perform your job. Come see the TEC Digital True- Flow Grid at National Comfort Institute’s 2024 High-Perfor- mance HVAC Summit which is being held in Asheville, NC, this September (10-13). We look forward to seeing you there. — by Steve Rogers, President, The Energy Conservatory High-Performance HVAC™ contractors know the key to successful trouble- shooting and system optimization lies in precise measurements and reliable data. Acquiring accurate airflow mea- surements is a critical aspect of your work. Poor airflow can lead to inefficient systems, higher en- ergy bills, and uncomfortable liv- ing conditions for clients. It can even damage equipment. Having the right tools to perform these measurements accurately and effi- ciently is essential for every HVAC technician. With the ongoing scarcity of technicians in the HVAC community, building up new talent and handing them a tool like The Energy Conserva- tory (TEC) Digital TrueFlow® Grid can Embracing High-Performance HVAC™ SUMMIT SPONSOR HIGHLIGHTSRon Arenas adds that their focus is residential, though Picture Rocks also does some light commercial work. “We don’t do any new construction,” he adds. “We used to. We used to work with some small general contractors who actually paid! But those guys ar- en’t around anymore. “So, we pretty much stay away from new construction. We do some light commercial accounts, mostly mainte- nance, and some repairs or replace- ments. On the HVAC side, 90% of our work is residential.” Concerning maintenance, Picture Rocks currently has around 500 agree- ments in place today, though Are- nas says they want to improve this. In 2024, he says they’ve had more suc- cess selling them. On the plumbing side of the busi- ness, they recently added a plumbing inspection into their agreements. Are- nas says, “During the summer, when plumbing is NOT so busy in Tucson, our plumbers will do plumbing in- spections. This gets our team into houses one more time and could po- tentially lead to more work. “They can go through the whole house looking at anything from a leaky pipe under the sink, a hose bib, or re- placing an old water heater,” he says. THE TRAINING CONNECTION Arenas says that a big part of Picture Rock’s success is because they have a culture of training. “Our team trains every other week. This training covers service or sales. We even train how technicians should walk up to a customer’s home because that could make or break the whole service call. “We focus on how they present them- selves. Everything rests on that first impression. We want to ensure that everything is how it’s supposed to be from the very start,” Arenas explains. As a member of EGIA (Electric and Gas Industries Association), Are- nas says they have access to and use sales and technical training, custom- er service representative, and leader- ship training. On the HVAC side, their National Comfort Institute (NCI) membership provides them access to High-Performance HVAC™ training. “I aim to get our field service and installation teams to understand air- flow and measure/test it. We have six members of our team who have com- pleted CO (carbon monoxide) and combustion safety, as well as airflow and duct optimization classes. P icture Rocks, Arizona, is located in Pima County. A like-named mountain is there, guarding the eastern border of the north Tucson Mountain foothills. Here, you can find an area with hundreds of petroglyphs from what is known as the Hohokam era and before, carved into the rocks. Picture Rocks is also home to a High-Performance HVAC™ contract- ing company of the same name, start- ed in 2001 by Ron Arenas. Before opening his company, Ron worked for several small HVAC contracting firms in the area. “Eventually,” he says, “I decided I wanted to serve the community bet- ter and give them the best service possible.” In the early days of Picture Rocks Cooling, Heating, and Plumbing, Ron says he mainly worked alone. “I would usually pick up one or two helpers during the summer and employ them from April through September.” PICTURE ROCKS TODAY From those humble beginnings 23 years ago, the company today oper- ates three service vehicles, one instal- lation truck, and two plumbing trucks. Picture Rocks employs 15 people, and Ron says he hired a full-time market- ing person for the first time last year. “We should do just under $4 million in sales this year,” he says. 6 AUGUST 2024HIGH-PERFORMANCE HVAC TODAY CONTRACTOR SPOTLIGHT By Mike Weil Picture Rocks Cooling: Airflow is The Secret Sauce Janay and Ron ArenasAUGUST 2024 7HVACTODAY.COM He explains that though his equip- ment supplier (Daikin) has not yet be- gun distributing their new A2L-based condensers in the Tucson area, he knows that it is coming and coming soon. “We have been preparing for the new equipment for some time now. We’ve done some video training. Plus, our technicians recently went through a class taught by Daikin on R-32- based A2L refrigerants.” He adds that, eventually, the new equipment will also impact their high-performance testing processes. AIR UPGRADES AND DUCT RENOVATIONS Arenas says, “We offer duct reno- vations and air upgrades a lot. Cus- tomers don’t always take advantage of it, but we offer duct renovations on most system replacement projects. We also offer it when the system real- ly needs it.” Customers don’t always take advan- tage of this service, and Arenas thinks they should. But he knows that most consumers in his market area don’t un- derstand what duct renovation and air upgrades are and are put off by the cost. “Especially this year,” he says. “With the economy being what it is, people are trying hard to hold onto their mon- ey. In 2023, things were tight, but this year they are even tighter.” Interestingly, Arenas says the Tuc- son market hosts several bigger con- tracting companies that do similar work with airflow upgrades, duct seal- ing, etc. He also says the market is flooded with unlicensed contractors or one-truck companies that don’t in- vest in training. “They don’t understand airflow or the impact it has on comfort. So, when a customer tells them about what our guys say, those contractors tell them that it’s either a rip-off or they don’t need it,” Arenas says. “So, we have to shoulder a process to train our customers about the dif- ference between testing and measur- ing and NOT doing those things. We must get better at explaining why it costs more for us to do this type of work. This is one of the reasons we fi- nally hired a marketing person.” ATTRACTING A YOUNG WORKFORCE For Picture Rocks, Ron Arenas says their focus on air upgrades and duct renovations began slightly less than “The goal is for all our HVAC techs to test static pressure on every job. We are not there yet. But it is the reality of our world right now. They sometimes can’t get to it. “However, airflow and pressure test- ing paint a picture of why the HVAC system isn’t working to its full poten- tial or why there are some problem spots in the house. It’s almost always due to airflow,” Arenas continues. STAYING ON TOP OF TECHNOLOGY “I don’t know what it’s like in oth- er parts of the country, but in Tucson, probably 70% of the houses have re- stricted returns. Those returns are just too small for the system. And much of it has to do with ducts designed for R-22 systems. Back then, you could abuse R-22 systems by not providing correct airflow, but they still worked well. But 410A refrigerant is much more sensitive.” Ron says that he works hard to keep track of changes that impact his com- pany and his customers. The big one is the advent of A2L refrigerant-based HVAC equipment resulting from new Federal standards calling for elim- inating 410A refrigerants.ule; they must work out and go to practice. Because they’re playing on a team, they already understand assign- ments. It just works out well. The kids are already acclimated to working on a team, and Picture Rocks is most defi- nitely a team environment.” THE NCI CONNECTION Since they began learning more about High-Performance HVAC™ in 2018 or 2019, Arenas says he has seen a noticeable improvement in their in- stallation projects. “I can’t emphasize this enough,” he says. “Once we began getting airflow right, customers’ systems worked cor- rectly and efficiently. Proper airflow is the best thing for the customer. We now get more second-opinion jobs on someone else’s installation because it’s not working correctly. There, too, we often find airflow is the root of the problem.” Arenas says that this helps Picture Rocks get even more business. He adds that customers can see that his team can prove that they know what they are talking about and can show them what is happening with their system. “NCI has a motto that says, “If You Don’t Measure, You’re Just Guess- ing™.” That is so true. So many HVAC companies don’t do the testing, so many systems don’t perform correctly. “We’re NOT guessing,” Arenas adds. “We test, measure, and exactly deter- mine what’s happening and then cor- rect it. We can ensure customers get what they paid for in terms of com- fort and efficiency. The bonus is that a well-performing system lasts longer, especially if the customer has regular maintenance performed on it. “Install the system right, make sure it has proper airflow and the right re- frigerant charge, and then it is main- tained. Then, it will be a long-lasting system,” Arenas says. SPREADING THE WORD “Our approach with marketing is now completely proactive. Our new marketing guy talks about services that are appropriate for the season. In the spring, we talk about duct cleaning and duct sealing. In winter, we talk about plumbing, water heaters, and pipes. And then, it’s all about air condition- ing during the summer,” he explains. The marketing manager handles all of the company’s digital marketing. Arenas says he also goes into the com- munity to network and meet one-on- one with people. That means he takes people out to lunch, stops by installa- five years ago. However, adapting to the strategy and learning about the technology wasn’t as hard as he thought. But he says he feels the rea- son for that is that the company has a relatively young team. “They’re all about the technology,” he says. “They love all the different digital measuring instruments. They love how they can pull the data up on their phone.” He says this wasn’t an accident. He began actively working to attract younger people five or six years ago. “At that time, most of my technicians were over 45 years old, getting burnt out and beaten up. I started a kind of technician farm system by bringing in kids right out of high school and train- ing them. I was setting up a next-man- up approach, and as soon as these youngsters were ready, we put them in a truck and got them going.” Today, he says his lead installer is in his 40s, but nearly all the technicians are under 30. His secret sauce? Developing good relationships with several local high school football coaches. “That’s become my pipeline. I try to get kids from high school football be- cause they’re already used to waking up early. They’re already on a sched- 8 AUGUST 2024HIGH-PERFORMANCE HVAC TODAY CONTRACTOR SPOTLIGHTAUGUST 2024 9HVACTODAY.COM CONTRACTOR SPOTLIGHT training. And the team at NCI are our go-to trainers regarding system per- formance,” he concludes. For these reasons and more, High-Performance HVAC To- day chose to shine the August 2024 Contractor Spotlight on Picture Rocks Cooling, Heating, and Plumbing. Congrats to Ron Arenas and his team. if left alone, can fail in many ways,” he continues. “Knowing how to do a proper diagnosis, understanding the need to have proper airflow, and being able to make corrections to achieve that airflow is central to success. “If you lack proper airflow, nothing else will work. As technology changes, it becomes more sensitive and com- plex. So you and your team need more tion sites, takes videos and pictures of the projects, and posts them online. Arenas adds that their marketing and sales approach is to walk custom- ers through what they do. “We provide them with as much de- tail on what issues we find and what we propose to do about it in our pro- posals,” he says. “We often include il- lustrations in the proposals to help them understand.” FINAL THOUGHTS When asked what the biggest take- away from his High-Performance HVAC contracting experience is, Ron Arenas says that it is something that HVAC contractors should embrace. “Comfort systems today are getting more complex, more sensitive, and Next >