With all the advancements our industry has seen, there are still contractors who only focus on equipment replacement at the lowest possible price. The race to the bottom remains strong and isn’t going away soon. This mentality undermines the true value our industry provides the public and lowers the bar for everyone. Unfortunately, it’s easy for good HVAC professionals striving to compete with inferior companies to fall away from one cornerstone that makes this industry great — craftsmanship.
It’s sad that sloppiness has become the norm in many installations. A quick peek into many attics or basements across the country reveals high-efficiency equipment attached to low-quality duct systems. The current lack of craftsmanship hasn’t always been the norm. During HVAC’s golden age, pride in workmanship was the common theme. It’s time for a comeback. If you are tired of how things are going, here are some ways you can commit to reviving craftsmanship this new year.
Be an Influencer
Like many of you reading this, a family member likely played some part in how you view craftsmanship. My dad heavily influenced my views on this subject because I saw him “walk the talk.” He is an old-school sheet metal guy who taught me that an installation should be neat, level, and in order.
He pounded into my head that each system is your signature and a reflection of who you are. If I wouldn’t sign my name to the install, there was more to do. It was incomplete. If I did something wrong, I had to start over and do it right the second time. It was all part of the learning process for what a system should or should not look like. Even the cleanliness of my van was on the same level as a system installation. It is our responsibility to care about our professional appearance.
You might not realize it, but you influence those you work with. How? By what you say, what you do, and how you look. Do you encourage others to take the extra step and provide attention to detail, or do you rush them to get the system slapped in and then rush to the next job? Small decisions like this slowly strengthen or tear down our industry for the coming generations. Commit daily to being the right type of influence. Start by reviving craftsmanship with each job you touch.
Elevate Installers
One of the most under-appreciated roles in our industry is that of the installer. It’s easy to forget the results they are responsible for each day. They work in tough conditions and ultimately determine how well a system performs.
The value of a great installer steadily declined as we began referring to HVAC equipment as the “system.” We forgot that equipment is simply one component of the system. We lost sight that it’s installers who use equipment to complete the installation of a custom-built system unique to the customers’ needs.
When you put the spotlight back on the finished custom-built system, you change the focal point. This takes the emphasis off equipment that anyone can sell and puts it back on the specialized skills of an installer. These skills are something only they can provide.
True craftsmanship extends beyond the looks of a system to include measured performance. Performance includes operating system conditions like static pressures, airflow, refrigerant charge, combustion, and temperatures. Taking this step assures your customers that their HVAC system looks good AND performs properly. Make the invisible aspects of your handiwork visible to your customers and show them how craftsmanship makes a difference.
Measure and Verify
To measure and verify craftsmanship, you compare system measurements against system requirements. Imagine being able to show a customer you decreased their excessive static pressure and increased fan airflow to manufacturer specifications. You can prove an improvement in quality because of these measurements. However, these hidden results remain hidden unless you uncover them and make them visible.
Craftsmanship requires a commitment to accountability. Measuring to prove the system truly performs as well as it looks can reveal issues you need to address. Once corrected, you’ll be proud to share the results of your measurements with customers. You won’t have to worry about hiding mistakes or making excuses.
Measuring reveals the true value and worth of your installations. A poorly performing system isn’t worth much when you consider the issues it will have. However, a properly designed and installed system that you can prove works as it should is worth more than the customer’s investment. Remember, instead of selling only equipment, you’re now selling your expertise and solutions to unique problems.
Committing to Craftsmanship
Our industry is changing. How will you influence it this year? How will you improve craftsmanship in your company? For those of you who maintain a commitment to craftsmanship, stay persistent, and continue to serve your customers well.
If you believe the cheapest price wins, know there is a better way. There are people in your town right now willing to invest in proven results. They just don’t know where to look. Be courageous and resolve to provide a better product than your competition.
Get back to the foundational principles of a job well done, attention to detail, and doing the right things. These are craftsmanship commitments worth working towards this new year.
David Richardson serves the HVAC industry as Vice President of Training for the National Comfort Institute, Inc. (NCI). NCI specializes in training that focuses on improving, measuring, and verifying HVAC and Building Performance.
If you’re an HVAC contractor or technician interested in learning more about how to prove your craftsmanship, 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.