Last month, we examined the importance of measuring static pressure in creating leads for Air Upgrade™ opportunities. Test results may reveal the need, but it's a waste of time unless you can discuss those results so a customer understands them. Those simple discussions bring Air Upgrades to life.
This month, we'll look at how to discuss those test results with a homeowner to gauge their need and desire for air upgrades. We'll also consider the importance of adding fan airflow to complete your diagnostic assessment. Let's look at simple ways to present test results to determine customer interest in Air Upgrades.
Prepare For Two Common Scenarios
As you discuss test results, you will typically encounter two scenarios. The first is a reactive scenario. It is the easiest to proceed with because the customer already has a problem or issue they want you to solve. Technicians also encounter reactive situations on service calls or callbacks where airflow issues exist. Some common red flags to look for include:
- Continuous equipment problems
- Equipment can't maintain comfortable conditions
- Compressor failure
- Cracked heat exchanger
- Low/no superheat (cooling mode)
- High head pressure (heat pump-heating mode)
- Excessive temperature rise (heating mode)
- Excessive temperature drop (cooling mode)
- ECM (Electronically Commutated Motor) hunting and failure
- Furnace cycling on high limit
- Erratic TXV (Thermostatic Expansion Valve) operation
- Indoor coil refrigerant leaks
- An air handler or package unit that won't drain correctly
- Condensate blow-off
- Tin-canning of ductwork when the blower comes on.
These are just a few issues that should draw your attention. I encourage you to capture other examples and build a personalized red flag list to share with your salespeople based on technician feedback.
The second situation is a proactive scenario. These are the toughest to handle because there is no obvious existing problem the customer wants you to solve. You often find hidden airflow problems that haven't caused immediate issues, or there may be no overt indications that the system has any problems. Most proactive scenarios are discovered during maintenance calls for existing or new customers.
It's helpful to use simple tools like National Comfort Institute's (NCI) static pressure to blood pressure comparison table in situations like this. Many customers are familiar with high blood pressure and understand the hidden harm it could cause if left untreated.
Just as a physician is proactive in finding this problem with the human body during a physical, you can follow their lead in discussing HVAC system problems. Knowing how to handle both situations requires different approaches, so understand and prepare. This is one reason it's helpful to ask customers questions, just like a physician asks patients questions.
Talk Like a Physician
If you have high blood pressure or are overweight, physicians ask about your eating habits and lifestyle – things that would cause those readings. Discuss your static pressure test results similarly. Use them as the foundation for questions you ask. Then, if your customer wants to know why you're asking, you can tie in your readings.
It helps to develop your questions around the red flags mentioned earlier that you frequently find with measurements. For example, when a system has high total external static pressure (TESP), focus your questions on symptoms like uncomfortable rooms, excessive dust, high utility bills, or continuous equipment problems. These red flags commonly tie to excessive TESP and/or low fan airflow.
Be sure you write customer answers down. This action shows you're listening and valuing what they say. If they tell you their bedroom is like a sauna, capture it. It's important to them; addressing it could be the difference maker.
Keep an open mind as you record their answers. What your customer wants might differ from what you think they need. Be careful about spending their money for them and prejudging what they can afford. The advanced options they choose may surprise you.
Report on Your Findings
With your questions answered, it's time to let your customers know why you asked them – if they haven't already asked. Again, consider the parallel to your last medical appointment. After you answer your physician's questions, they report their findings and make recommendations. You may need to confront some brutal truths and make critical decisions.
Start with praise for the good qualities you find with their system before you address the bad. When you begin by immediately addressing problems, most customers turn defensive and tune you out, regardless of how right you are.
Consider your perspective now and try to see the issues you found through your customer's eyes – not the eyes of a trained HVAC professional. It's hard to go wrong if you follow the simple rule – "Treat others like they want to be treated."
Data Versus Opinions
Unless you have test measurements, you don't have data. Many get beat up on price because they only provide their customers with opinions instead of verifiable data and facts. Good data enables your customers to make informed decisions. And an informed customer is the best customer for an Air Upgrade.
A great quote from quality improvement guru W. Edwards Deming is, "Without data, you're just another person with an opinion."
Have you ever encountered the opinion of a customer's relative or neighbor, which carries more weight on their buying decision than yours? Unless you have data, you're just another guy with an opinion. Testing turns you into a knowledgeable guide with facts and solutions, not opinions and silver bullets.
Next, help your customer understand what is happening with their system and why it's a problem. Translate the test results in a simple manner and avoid being too technical. If the customer rolls their eyes and yawns every time we use techno-speak, our word choice will quickly improve.
Provide Ownership
As you report the findings to customers, they might not buy into what you're telling them. The most successful diet and exercise changes occur when a physician helps patients develop their plans. The doctor makes it the patient's idea instead of forcing it upon them. When customers provide input into system corrections, they take ownership of the design. It becomes their idea.
Include your customer as much as possible. The more you involve them, the better. Show you value their input. You will probably be the first HVAC professional in their home to do so. Create an event they will remember and tell others about. Help them experience ownership of their potential new upgrades. Use simple explanations to describe how the duct system changes will resolve their problems.
Use questions to guide this interactive discussion and get their input into alternative options for correction. This approach helps customers see their system through the same set of lenses that you do and differentiates you from the competition. If you've done your job and the situation is right, get ready to solve some comfort problems. But not until you have a fan airflow measurement.
Add Fan Airflow
It's easy to misinterpret static pressure results without also measuring airflow. You could easily make assumptions about the system using completely wrong test results. This is one reason NCI encourages using The Energy Conservatory's (TEC) Digital TrueFlow Grid™ for any test-in and test-out airflow measurements. It allows you to start with a solid baseline and minimizes inaccurate results. Think of it as a physician's scale.
Many technicians won't own one of these specialized test instruments, so a comfort advisor equipped with one would need to be part of these next steps. However, selling technicians equipped with a TrueFlow Grid could go ahead and confidently test fan airflow and then discuss the results with a customer. You'll need to measure fan airflow before accurately prescribing an Air Upgrade scope of work. We'll discuss that step in next month's article
David Richardson serves the HVAC industry as vice president of training for National Comfort Institute, Inc. (NCI). NCI specializes in training focusing on improving, measuring, and verifying HVAC and building performance.
If you're an HVAC contractor or technician interested in learning more about Air Upgrades, contact David at ncilink.com/ContactMe. NCI's website, www.nationalcomfortinstitute.com, is full of free information to help you improve your professionalism and strengthen your company.