Do selling technicians create an ethical lapse in your business?Frankly, withholding the replacement option is the ethical lapse. Far too often, technicians decide that homeowners cannot afford to replace or should not replace. Talk about presumptuous.

We cannot know our customers’ circumstances. The guy in the big house with the luxury automobile might be overextended and living paycheck to paycheck. Repairing a 20-year-old system operating at reduced capacity might be all he can afford. Or, he might be planning on putting the house on the market next month. Conversely, the guy in the trailer park might earn little, spend less, and save the difference amassing a sizable nest egg.