service techs read!!

[rsdipesa]

I need a plan to diagnose res. problems as quickly as possible to maximize work day efficiency. I can analyze details very quickly but I am looking for a general, first observation routine to help me spot the principle cause of the customer's complaint. My summer workload has doubled and I can't keep up with all the calls.

[BigJon3475]

I don't know what your referring to but I noticed the more work I did and more problems I see the faster the diagnosis comes. You will start to see patterns and then from there you go through your diagnosing process. It's like dialing in to the exact cause of your problem. But there is no simple method that I can think of.

[HeyBob]

We can't do step by step diagnostics in this forum. Since it appears you are a tech read the Rules. (http://www.hvac-talk.com/vbb/showthread.php?threadid=1241)

Read this for for pro member info. (http://hvac-talk.com/vbb/showthread.php?t=120475)

Then you can apply to become a Pro Member. (http://hvac-talk.com/vbb/showthread.php?t=116113)

[mark beiser]

Listen to the customer!
Most of the time you can narrow it down to just a few possibilities based on what the customers complaint is. Don't be afraid to ask them questions about how it was working before the problem started, etc..

[smokin68]

Listen to the customer!
Most of the time you can narrow it down to just a few possibilities based on what the customers complaint is. Don't be afraid to ask them questions about how it was working before the problem started, etc..

Absolutely. Sounds like you need to hire a tech also......;)

[Mr Bill]

Listen to the customer!
Most of the time you can narrow it down to just a few possibilities based on what the customers complaint is. Don't be afraid to ask them questions about how it was working before the problem started, etc..



Absolutely. Sounds like you need to hire a tech also......;)

Why is that? I do this all the time I always ask the customer a few simple questions first, they
are smarter than you might think, might save you a little time.

[dngtig]

experience, the more you get the quicker you can diagnose a system.

[Roscoe]

I need a plan to diagnose res. problems as quickly as possible to maximize work day efficiency. I can analyze details very quickly but I am looking for a general, first observation routine to help me spot the principle cause of the customer's complaint. My summer workload has doubled and I can't keep up with all the calls.


What?......:D

[Jabarco]

I need a plan to diagnose res. problems as quickly as possible to maximize work day efficiency. I can analyze details very quickly but I am looking for a general, first observation routine to help me spot the principle cause of the customer's complaint. My summer workload has doubled and I can't keep up with all the calls.

Customers will complain if they don't believe that the price you are charging them meets or exceeds the value that they have received. If you already have customers that complain, there is nothing I can tell you. However, if your customers are not complaining about your service rates, then read on.

I have the solution to your "summer workload has doubled and I can't keep up with all the calls" problem. For years, I too used to have this problem. The solution was in a lesson I learned while I was attending college majoring in Marketing. It was a pretty simple concept but I didn't recognize the benifits of the lesson and how it could pertain to me as an HVACR contractor? Here is the lesson:

If you have a product (in our case; 12 hours of labor) that sits on the self and doesn't sell very well and you need to sell it fast, what do you do? Answer: Lower the price. The lower the price the faster it will sell.

However, on the other hand, if you have a product (your 12 hours of labor) and it sells out faster than you can re-stock it (the next 12 hour day) what do you do?


Hence;
I can't help it if you don't charge enough! ®

http://i199.photobucket.com/albums/aa214/jabarco/PaulieHVAC.jpg
Jabs

[steve3871m]

As the others suggested. Interview the customer b4 you start any work. When I arrive I introduce myself, have about 30 seconds small talk and then I ask the questions. Most of the time the customer atually has the answer if you "listen" and as you gain experience.

For example I control the conversation with either yes/no questions and then open ended questions where needed.

For example: Did it work well last week and the week b4.
Answer: No
Tell me when it quit working.
Answer: Well a few weeks back we noticed the air comming out out was not as cool and progessivley has gotten worse.

So now you can suspect a refrigernant leak. Or ask more ?? to pinpoint compouded problems.

[Twilly]

Run manual J, 99% of all problems in the world are due to the fact someone neglected to do a manual J.

[smokin68]

Why is that? I do this all the time I always ask the customer a few simple questions first, they
are smarter than you might think, might save you a little time.

Absolutely was agreeing with marc.


Hiring a tech was to OP, as he's backed up. I'll try to be clearer.....:o

[AtticAce]

Customers will complain if they don't believe that the price you are charging them meets or exceeds the value that they have received. If you already have customers that complain, there is nothing I can tell you. However, if your customers are not complaining about your service rates, then read on.

I have the solution to your "summer workload has doubled and I can't keep up with all the calls" problem. For years, I too used to have this problem. The solution was in a lesson I learned while I was attending college majoring in Marketing. It was a pretty simple concept but I didn't recognize the benifits of the lesson and how it could pertain to me as an HVACR contractor? Here is the lesson:

If you have a product (in our case; 12 hours of labor) that sits on the self and doesn't sell very well and you need to sell it fast, what do you do? Answer: Lower the price. The lower the price the faster it will sell.

However, on the other hand, if you have a product (your 12 hours of labor) and it sells out faster than you can re-stock it (the next 12 hour day) what do you do?


Hence;
I can't help it if you don't charge enough! ®

http://i199.photobucket.com/albums/aa214/jabarco/PaulieHVAC.jpg
Jabs

brand yourself as the go to guy, and hammer em baby!

I have kept my business small, in the early 80's we grew our company through intense marketing, and sales, my partner and I made a ton of money, but I for one saw the quality slip, and we both ended up in the office. I for one did not want to be in the office, we found ourselves supporting alot of overhead, and moonlighting employees.
Maybe I was nuts back then, but we laid off those hired in the run up, and when back into the field.
I started my business because I couldn't work for anyone else, liked to do my own thing, and pick and choose the jobs.

At this point I do very little advertising, just about all our leads are referals.

[Mr Bill]

Run manual J, 99% of all problems in the world are due to the fact someone neglected to do a manual J.


99% is that all? I bet I know one person here that would disagree and say that 100% of them would be solved. :eek:

[Twilly]

99% is that all? I bet I know one person here that would disagree and say that 100% of them would be solved. :eek:


Mrbillpro don't dash to give us the answer.....make us wait awhile:cool:

[Mr Bill]

Mrbillpro don't dash to give us the answer.....make us wait awhile:cool:

Your not supposed to reveal his name we wanted a few to have to guess, but I guess not many
would have a hard time guessing, it's kind of a given with his Avatar. :D

[Twilly]

Your not supposed to reveal his name we wanted a few to have to guess, but I guess not many
would have a hard time guessing, it's kind of a given with his Avatar. :D


If Twilli revealed his name it was clearly coincidental. I never dreamed it was Dash you were refering too. Sorry if Twilli let the cat out to the bag.:D

[Jabarco]

brand yourself as the go to guy, and hammer em baby!

I have kept my business small, in the early 80's we grew our company through intense marketing, and sales, my partner and I made a ton of money, but I for one saw the quality slip, and we both ended up in the office. I for one did not want to be in the office, we found ourselves supporting alot of overhead, and moonlighting employees.
Maybe I was nuts back then, but we laid off those hired in the run up, and when back into the field.
I started my business because I couldn't work for anyone else, liked to do my own thing, and pick and choose the jobs.

At this point I do very little advertising, just about all our leads are referals.

BINGO!
I can see that we were cast from the same mold. After paying an expensive tuition to learn HVACR contracting at Screw University, I did the same when I let go of my last 4 technicians. Now, I'm back in the field, quality of service is higher, customers are happier, I'm happier and of course my service rates are higher. $108/hour plus $88 Truck & Travel Charge (a $196 minimum charge for the 1st hour). And most importantly, I make more money and I don't have to work more than ½ day anymore. BTW, there are 24 hours in a full day.

Jabs

[rsdipesa]

Thanks for the response. I hope that after a while you will see me as something other than a DIYer. I like to listen to experience. I haxe my own thoughts about my system, but I chose to measure and report the preliminary conditions as a starting point for a discussion. Believe me, I spent two hours UNPAID checking readings, airflow, etc. just so that I would haxe accurate info to discuss. This is my first attempt at a technical website but I have learned some things over the years so I hope I can do my part.

[BigJon3475]

Customers will complain if they don't believe that the price you are charging them meets or exceeds the value that they have received. If you already have customers that complain, there is nothing I can tell you. However, if your customers are not complaining about your service rates, then read on.

I have the solution to your "summer workload has doubled and I can't keep up with all the calls" problem. For years, I too used to have this problem. The solution was in a lesson I learned while I was attending college majoring in Marketing. It was a pretty simple concept but I didn't recognize the benifits of the lesson and how it could pertain to me as an HVACR contractor? Here is the lesson:

If you have a product (in our case; 12 hours of labor) that sits on the self and doesn't sell very well and you need to sell it fast, what do you do? Answer: Lower the price. The lower the price the faster it will sell.

However, on the other hand, if you have a product (your 12 hours of labor) and it sells out faster than you can re-stock it (the next 12 hour day) what do you do?


Hence;
I can't help it if you don't charge enough! ®

http://i199.photobucket.com/albums/aa214/jabarco/PaulieHVAC.jpg
Jabs


I know it's usually a sin to deal with your competitor and this is just a thought but, If you got in good standings with another company maybe that was bigger or had more time....and you trusted the companies work. Why couldn't you recommend that company when your already maxed out on your work? If you are in good standings the favor would be returned maybe when you were slow on work.

[gevans]

Maybe you are looking for the Dell approach?
Draw up a questionaire flowchart. Get some guys in India to answer your phone 24/7. English is optional. Have them run through the flowcharts with your customers. Any that cannot fix it themselves, or have not died from old age, you can service yourself with the results. Fewer calls, higher profits!