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  1. #27
    Join Date
    Apr 2007
    Location
    Saint Augustine, Florida, United States
    Posts
    1,155
    Quote Originally Posted by thermojohn View Post
    Not St Augustine, but about 1.5 hours to the SW at the time.

    Be thorough like that and show up on time, you have a customer for life.
    Hahaha, we have a big co. here in town and the owner is notorious for handing out boxes of contactors. He offered me a huge salary and I had to turn him down, too many red flags!!

  2. #28
    Join Date
    Nov 2007
    Location
    Sherman, TX
    Posts
    9,441
    Quote Originally Posted by JWB View Post
    On another note and a more positive theme; how do you run an organized maintenance, I think thermojohn referenced that in a previous post on this thread. I know great techs that can't sell a contactor and they don't know why. They know the customer needs one, but lack the ability to actually talk about it. Mostly they lose folks in the details about what it does. So...how do all ya'lls "top performers" get it done?
    The guy I recently let go, actually told my son: "You're not supposed to do repairs on a preventive maintenance unless something is actually broken and the unit won't run".....

    HUH?

    When a customer has a maintenance agreement with you, the purpose in their mind, is to make sure that the unit is in tip-top shape. They EXPECT you to take care of anything that might need attention.

    If they didn't, they wouldn't bother having you over, and would just run it until it broke.

    So, there is nothing unethical or wrong, with showing the customer any and all issues that might cause them grief during peak run season.

    SHOW them the issues, give them OPTIONS to choose from, and let them DECIDE what they want you to do.

    The MA customer is far more receptive to elective repairs, than the "emergency/demand" customer who is irritable because it's broke, and "just wants it back running ASAP"....
    Technical incompetence is NOT a sales tool....

  3. #29
    Join Date
    Feb 2006
    Location
    USA
    Posts
    4,381
    Quote Originally Posted by John Markl View Post
    The guy I recently let go, actually told my son: "You're not supposed to do repairs on a preventive maintenance unless something is actually broken and the unit won't run".....

    HUH?

    When a customer has a maintenance agreement with you, the purpose in their mind, is to make sure that the unit is in tip-top shape. They EXPECT you to take care of anything that might need attention.

    If they didn't, they wouldn't bother having you over, and would just run it until it broke.

    So, there is nothing unethical or wrong, with showing the customer any and all issues that might cause them grief during peak run season.

    SHOW them the issues, give them OPTIONS to choose from, and let them DECIDE what they want you to do.

    The MA customer is far more receptive to elective repairs, than the "emergency/demand" customer who is irritable because it's broke, and "just wants it back running ASAP"....
    i agree ... if im on a maintenance & i see anything questionable i quote it or if i have an NTE ill fix the issue. ... good thing you let him go his thought process is off lol

  4. #30
    Join Date
    Nov 2006
    Location
    Southeastern Pa
    Posts
    18,618
    I quote everything that I find relevant to the season in question. Corporate clients will NOT replace an inducer during a spring check, even if the unit is getting a call for heat that day. I'll mention it, but there is NO interest.

    However, a wire burned off a compressor terminal gets fixed if the NTE covers it. Some PM's allow for absolutely NO repairs during the site visit. It varies with the client agreement with the service broker.
    [Avatar photo from a Florida training accident. Everyone walked away.]
    2 Tim 3:16-17

    RSES CMS, HVAC Electrical Specialist

    AOP Forum Rules:







  5. #31
    Join Date
    Feb 2006
    Location
    USA
    Posts
    4,381
    i don't understand the corporate accounts thought process in regards to repair. for instance some want economizers thoroughly checked for operation but if i write they are not functioning properly they don't approve the quotes. 3 pms in a row, same thing, same store, multiple locations. but they have no problem sending work orders for chemical cleaning of condensers that don't even need it. .. i could go on lol ehh fugg it i just play my role n call it like it is

  6. #32
    Join Date
    Nov 2006
    Location
    Southeastern Pa
    Posts
    18,618
    Quote Originally Posted by hvac wiz 79 View Post
    i don't understand the corporate accounts thought process in regards to repair. for instance some want economizers thoroughly checked for operation but if i write they are not functioning properly they don't approve the quotes. 3 pms in a row, same thing, same store, multiple locations. but they have no problem sending work orders for chemical cleaning of condensers that don't even need it. .. i could go on lol ehh fugg it i just play my role n call it like it is
    Easy.

    If it's THEIR idea, it's good.

    Ours, it's bad.

    See?
    [Avatar photo from a Florida training accident. Everyone walked away.]
    2 Tim 3:16-17

    RSES CMS, HVAC Electrical Specialist

    AOP Forum Rules:







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