Air Distribution OR Equipment

[DavidNJ]

A potential customer wants you to install their new system, however they have a fixed budget and have their hearts set on multi-stage dehumidifying system like their neighbors.

In examining the house you find major distribution problems with the duct work: sizing, leaks, register placement, collapsed flex duct, etc.

Do you fix the duct and sell a minimal system at a discount to stay within the cost constraints or stay with the system the customer wants and is being quoted by other dealers?

[jdblack]

It's not worth it to give them fancy equipment if it can't perform because of duct problems. Tell the customer they would be much happier with good duct system and new equipment. Explain how they may not need dehumidifying if you eliminate the duct leakage and losses.

If you sell them what they want and the system can't perform as designed you WILL have headache call backs.

You can buy single stage equipment that will perform dehumidifying.

[skippedover]

David, your thought process is good but you question options are not. As a sales person, I don't have the right to determine what the customer's budget is. I have a job I've just proposed (the customer is on vacation as I write so it'll be next week before I can approach him again) where the duct system is virtually non-existent. His equipment has sprung a leak and is 20-years old so it needs a whole new system, including ducts. I've basically told him I'm not interested in doing the job if we can't redo the duct system. He basically told me the most basic quote was double what he had anticipated spending but he wasn't expecting to need a whole new duct system. So my job is to deliver the bad news (new distribution system entirely) and is a fixed cost. Nobody can go into his house and replace the equipment and make him comfortable. So that's a fixed cost he can do nothing about. But as for his equipment options, that's up to him. I've proposed 4 different systems as I always do. He can choose whatever meets his needs beyond the duct system. But I'll not risk the reputation of the company just to replace equipment that will end up being nothing but a huge headache. In a nutshell, the current ducts are all flex (no main trunk at all) with distances up to 60-feet, all individual supply runs and the grand total supply outlets would accommodate a 1.5-ton system. I doubt the blower could move 600-CFM in reality through the ducts. The house calls for 3.0-tons using Manual 'S'. So my answer to your survey is, require replacement of the ducts, let the customer determine what equipment to use. If he can't afford the good stuff, then go with the basic as it will do the job well with a proper duct system. But if he won't fix the ducts, walk away.

[REP]

The bettor question to ask is how long do you wish to stay in business.
A customer expects a good job.If you give him a good job he won't be that excited about it because he expected what he got.He might tell 3-4 people about you.
Give a customer a bad job where he has to call you time and again with complaints and he will be highly motivated to tell everyone he knows how bad you are.
If you sell anything to this example ,he will not be happy and you will be the reason ,not his 1.5 ton ductwork.
In this case it is much bettor to lose the job with being completely honest.If you do this chances are he will call you back to correct the system and then you are a hero.
I reccomend complete honesty as a job requirement as it will in the long run build your reputation and increase your business.
Doing a half azzzzz job because of customer request will only get you a bad reputation no matter whose fault it is.
Remember that everything you do has your name on it,be proud of your work.

[jdblack]

Doing a half azzzzz job because of customer request will only get you a bad reputation no matter whose fault it is.
Remember that everything you do has your name on it,be proud of your work.

:ditto:

[reediejay]

David, your thought process is good but you question options are not. As a sales person, I don't have the right to determine what the customer's budget is. I have a job I've just proposed (the customer is on vacation as I write so it'll be next week before I can approach him again) where the duct system is virtually non-existent. His equipment has sprung a leak and is 20-years old so it needs a whole new system, including ducts. I've basically told him I'm not interested in doing the job if we can't redo the duct system. He basically told me the most basic quote was double what he had anticipated spending but he wasn't expecting to need a whole new duct system. So my job is to deliver the bad news (new distribution system entirely) and is a fixed cost. Nobody can go into his house and replace the equipment and make him comfortable. So that's a fixed cost he can do nothing about. But as for his equipment options, that's up to him. I've proposed 4 different systems as I always do. He can choose whatever meets his needs beyond the duct system. But I'll not risk the reputation of the company just to replace equipment that will end up being nothing but a huge headache. In a nutshell, the current ducts are all flex (no main trunk at all) with distances up to 60-feet, all individual supply runs and the grand total supply outlets would accommodate a 1.5-ton system. I doubt the blower could move 600-CFM in reality through the ducts. The house calls for 3.0-tons using Manual 'S'. So my answer to your survey is, require replacement of the ducts, let the customer determine what equipment to use. If he can't afford the good stuff, then go with the basic as it will do the job well with a proper duct system. But if he won't fix the ducts, walk away.

Basic with sound duct system is better than good with junky duct. Thats right walk away if he's not willing to fix the duct.