Originally Posted by
Nam515
i always give the repair/replace option. if they choose repair i tell them they are investing their money with no warranty if something else goes wrong as opposed to factory warranty on new equipment. then again i approach most every customer as a friend since i am a "service tech" and therefore providing them with a "service". i tell them my opinion if they have no idea what to do,but the real choice is up to them, its their money and they know what they can afford based on their situation. either way i write it on my service ticket and have them initial after the options/quotes i give in case they turn into jerks later saying i gave no options (been bit by this before. never again). in the end, if i sell a new unit-i probably wont see them for ten years, repairs-will see them every beginning season and end with the joke "hope i dont see you till next (whenever)" because i wont unless they want some accessory or misc job they think i can do because we made a trust bond and we are friends because of it
I treat all my customers like casual friends also... they seem to like it. TRUST, as you say, is a BIG thing IMO.
And yeah, I use that line also: "Nice to see you again... here is wishing I do not see you until scheduled maintenance is needed." The first time, they kinda look at me for a few seconds, then it sinks in and they smile and agree. They understand it is a polite way of me being respectfully friendly.
GA-HVAC-Tech
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GA's basic rules of home heating and AC upgrades:
*Installation is more important than the brand of equipment
*The duct system keeps the house comfortable; the equipment only heats and cools (and dehumidifies)
*The value of comfort, over the long term; leave economic choices behind!
Choose your contractor wisely!