Focus on the Predictable

Here's a structured approach based on the two predictability factors:

Predictability #1: Call Count? (Build your Service Agreements Customer Base)

Approach every call with a standardized evaluation process:

1. System Check:

1. Conduct a thorough HVAC system check.
2. Document any issues or areas of concern.
3. Standardize the approach to ensure consistency across technicians.
4. Provide clear communication with the customer regarding findings.

1. Demand Calls:

1. Follow a similar evaluation process as with system checks.
2. Identify the specific issue or component failure.
3. Standardize the approach for troubleshooting and repair.

Predictability #2: Dirt Presence

Differentiate between routine maintenance and neglected systems:

1. Routine Cleanings:

1. Identify the presence of “Dirt” or debris in the system.
2. Assess the level of “Cleaning” required based on the extent of dirt accumulation.
3. Offer cleaning services “ala cart” of routine system check agreement.

1. Neglected System Cleanings:

1. Highlight significant dirt accumulation and any resulting issues.
2. Differentiate between tasks required for routine system checks versus neglected system checks.
3. Adjust pricing based on the increased task time required for neglected systems.

Presentation of Options (A, B, C):

System Check Options:

A. Clean the System:

• Address dirt accumulation and minor issues.
• Ensure optimal system performance through cleaning and basic maintenance.

B. Clean the System & IAQ:

• Address both dirt accumulation and indoor air quality concerns.
• Provide enhanced cleaning and include IAQ solutions as necessary.

C. Replace the System (Yes or No):

• Based on the age and condition of the system, recommend replacement if necessary.
• Provide clear reasoning and options for the customer to consider.

Demand Call Options:

A. Replace Failed Component:

• Address the specific component failure.
• Provide repair or replacement options for the failed part.

B. Repair + Clean the System + IAQ (Bundle with or without IAQ):

• Address the failed component along with cleaning and IAQ improvements.
• Offer bundled packages for comprehensive service.? With “Cleaning’ as a must do to increase the life of the system.

C. Replace the System (Yes or No):

• Assess the overall condition of the system.
• Recommend replacement if necessary based on age and condition, along with higher efficiency ratings saving the customers on their utility bills.? (as long as they are cleaning the system bi-annually..

By following this structured approach, you can ensure predictability in your service offerings, maintain consistency across technicians, and provide clear options to your customers based on their specific needs.

The facts are clear.? Cleaning the HVAC system twice per year will increase the life of the system, plus reduce the customers utility cost.?

Customer wins twice, when this process is in place in your company.?

Company wins twice, when this process is in place in your company.

Cleaning revenue is an 80% gross profit task, and keeps your customer happier longer with less repairs and more system years or life, reducing their utility cost over the life of the system.?

It’s a win for the customer and for your company.

#Predictible #Profitable #Focus

Focus and Keep Smiling

JIm H