The Service Call
Contact:
Contact the Client before traveling to their location.
Introduce yourself and ensure they are available and still having trouble with their HVAC.
Give them an approximate arrival time based off your GPS.
Example: HI this is _____ with Cole Air, I was checking to see if someone was available for me to come
take a look at your Heating/cooling system. Great according to my GPS I should arrive in XX minutes
(Start your travel time/clock), what kind of trouble is it giving you? Ok, I’ll see you soon.
As you are arriving on site pay attention to your surroundings. Should you back your vehicle into
this location for ease of access leaving? Are there cars that you will be blocking and will need to
stop working to move your vehicle?
Choose a location that is best suited, when in doubt park on the roadway. Be sure to NOT park
on the grass, yard, sidewalk, etc. Although this may be tempting just don’t do it, Company
vehicles are to only be parked on the road or driveway.
Based on the work order notes and conversation had with the client grab the tools most likely
necessary to diagnose the issue and reduce trips to the truck. Approach the home and make a
judgement call on which door to approach (Does it appear that the front door is used? If so, go
there first. Knock firmly but not aggressively “Knock to the tune of Shave & A Hair Cut” Take two
steps back and wait for the client to greet you. Introduce yourself again, ask the client if you can
come inside, ASK questions and be sure to listen thoughtfully. Often the information you gain
here will greatly reduce your time on site. BEFORE entering the home place your shoe covers on
“Alternatively you can remove your shoes”. Allow the client to take you through the home
showing you where the thermostat, system access, or other necessary components are located.
Begin your diagnostic check at the thermostat, make a mental note of the current system
settings “Great time to snap a picture of the thermostat” Is the unit on? If you select fan on do
you hear it come on? If nothing, then you will need to start inside. If you hear it turn on then
proceed to the air filter, take note of the condition and size “Great time to snap a picture of the
size and condition” Ask the client if they have any registers closed (They almost always say no)
“Respond with something similar too – Great they typically should all be left open to ensure
proper system performance.” Proceed to the indoor equipment paying attention to the supply
air outlets to determine if they are in fact all open. (If you find that there are some closed simply
point them out and ASK if you can open them and double check others “Just in case”) This will
invite additional conversation by them on why they may have chosen to close the grills
(Hot/Cold Rooms). Listen to their comfort issues, this may be the difference between you just
fixing the system like the last technician OR fixing the equipment, solving their comfort, and
preventing future failures. Locate the equipment, if in an attic be mindful of the decking. Do
NOT trust the decking, try to approach the equipment anticipating where ceiling joists are
located and place your weight at these safer points of contact.
At The Equipment:
First begin with a Visual inspection, take a picture of the systems data plate as well as any other
concerns you may observe. Enter the equipment into the customer file “If not already in the
customer file” Add all information that would be considered important (TXV, Orifice, Heater Kit
Size, Horizontal, Vertical, Tight access, Etc.)
Once a problem is diagnosed exit the attic and approach the client. Politely explain to the
customer the problem/s found, parts needed, and the approximate cost of the repairs. Next ask
to see the outdoor section of equipment, explain that you need to confirm that the system is
operational before moving forward with the proposed repairs.
At the outdoor section of equipment, take a picture of the systems data plate as well as any
other concerns you may observe (Bushes, Clearances, Pipe Sizing, Electrical Sizing) Enter the
equipment into the customer file “if not already in the customer file” As well as all other
information that would be considered important (Pad size/type, Line size, electrical size, low
voltage conductor size/count, etc.) Confirm system is operational, if problems are found return
to the customer with the additional findings. If no obvious failures are found than inform the
customer that the system APPEARS to be operational, and that further diagnostics/testing can
be performed after the repairs are made to the equipment.
Performing the Work:
Before proceeding with the work, you must first determine if you have enough time allotted to
the job, if time is in question than you MUST Contact the Office for approval (This is so that we
can ensure all our clients are served in their respected time slots)
If time allows and parts are available, then proceed with the repairs. If you must leave to get the
parts then inform the client and give a reasonable estimated time of return.
Be mindful of the customers property (Cover and OR ask to move items that may prevent you
from safely performing your work)
Inform the customer of any unusual circumstances that may prevent you from completing it OR
change your estimated repair time.
Double check your work, Clean the worksite (Even if it is not your trash and was left by others
before you) Ensure that the system is fully assembled with all screws, caps, etc. installed. The
job is not complete until this step is complete.
Test out the system, ensure that the equipment is operating from the thermostat.
Collect your belongings, check again that you have everything loaded up, Put the items back
where they belong. Do not just throw things into the truck in a hurry.
Either return the thermostat back to the original setting (Check the picture you took earlier) OR
ask the client what they would like you to set the thermostat on.
Explain to the customer how the problem was corrected.
Quote
All clients should be presented with a Service contract.
Present all problem-solving options honestly and fairly. These recommendations should be
based on the testing / observations made on site. (This is to Protect both you and the clients’
interests, NOT for sales. It is better to make recommendations than to sweep it under the rug,
this may feel like a salesman moment however you are providing options to improve your
clients comfort and protect their investment) Even though the customer may be disappointed
with the truth, if they find out that you have lied or have not informed them of something that
they should be made aware of they will lose respect and satisfaction will not be gained. Even
though the truth may hurt at first because it is not what they want to hear, it is a temporary
situation that they will appreciate later.
A Customer is buying not only service or equipment but also a solution to a problem. You may
offer an option not necessarily required but they should never be “Talked into it” The sale and
installation of new equipment is not always the best option for a customer however if the
system is reaching its end-of-life expectancy and there is a probability that the equipment will
soon cost more in repairs than is considered acceptable the conversation should be had for
replacement. This conversation is commonly on equipment 10+ years old as they are outside of
their warranty coverage however a repair vs replacement should always be presented.
DO NOT ASSUME, just because you feel the cost may be high to complete a proposed project do
not assume that the client feels the same way. It is normal to have concerns and empathy while
presenting options, Try and refrain from showing these as it may make the client feel you are
uncertain or uncomfortable with the proposal. They will lose their trust and quickly decline as
well as dismiss what you have presented as a solution.
Close: This may feel uncomfortable at first
You have completed the work/proposed work and answered any additional questions the client
may have, thank them for their time and for choosing us. If they would like to move forward
with any of the proposed work to please contact our office as that is the best way to ensure that
the work can be scheduled in a timely manner.
Ask them if they were satisfied or if there is anything you could have done differently to improve
the services rendered, let them know that everything discussed will be coming in their email.
Inform them that there is a link to our Google page at the bottom and that you would love for
them to share their experience Good OR Bad immediately follow up with “But mostly Good ha-
ha.”
Contact your next client,
To Be Continued….