The coronavirus pandemic has put our country in an unprecedented position and put us all face-to-face with many hardships. It has been a tough time for all of us, but it has also been an opportunity for people across the country to rally together to prove that we are all in it together.
As the country continues to work towards going back to normal, everyone is doing their part to stay safe and keep others safe. Heroes of all shapes and sizes have stepped up to provide extraordinarily important services. It has also shown that now, more than ever, the world needs capable and talented individuals as HVAC technicians.
People are spending more time at home
The unfortunate truth with the coronavirus is that in order to beat it we will all need to do our part practicing safe social distancing. And while we all want things to go back to normal, this will mean more time spent at home for the foreseeable future, unfortunate as it may be.
As we adjust to a future with increased time spent at home, people won’t have the luxury of giving their air conditioning and heating a rest from time to time. During the dog days of summer, folks will need to keep their AC running full blast in order to keep their family comfortable. With less going out, folks will also be at home breathing the same old air.
Now, more than ever, people will need the help of qualified HVAC technicians to keep their homes comfortable, safe, and their heating and cooling equipment running strong. The extra running of cooling and heating equipment can cause them to wear out and require additional maintenance and checkups. Staying indoors will require folks to take advantage of duct cleaning services as well to ensure their in-home air stays clean and allergen-free.
Without trained HVAC technicians ready to lend their services to those in need, folks doing their part to maintain social distancing and protect themselves and others will be looking at a very uncomfortable summer, fall, and winter to come.
The shortage of skilled workers continues
On top of the need for HVAC technicians to take care of those at home, the country is still experiencing a great shortage of skilled workers in the HVAC industry that has been ongoing for the past several years.
This shortage has been created in part to the gap between professionals leaving the business and new technicians joining the industry. There has also been a significant applicant pool shrinkage as school budget cuts eliminate programs like shop class and many students have chosen to more aggressively pursue traditional, 4-year educational programs.
For those with an interest and aptitude for HVAC training, however, there has never been a better time to begin one’s career and education in this extremely rewarding industry. There is not only a wealth of positions available for HVAC technicians, there is an equally large need for professionals to fill those positions and eagerly awaiting customers.
Heroes are appearing in all shapes and sizes through the COVID-19 pandemic, and there is a great need for heroes in the HVAC industry. If you live in the Houston area and are considering a rewarding career as an HVAC technician, there really and truly has never been a better time to start your education.
The Training Center of Air Conditioning and Heating offers three new training classes each year with flexible morning and evening training sessions. Learn more about our training program and enroll in our upcoming fall and winter classes today.
But, as the demand for HVAC technicians during this time has increased, so has demand for our training courses. Availability is limited, so register today and save your spot!
Over the course of doing their job, HVAC technicians, like other professionals in the home service industry, have the unfortunate task of dealing with difficult customers. While that isn’t unusual for professionals in other fields of work, there are a few reasons why it can happen so frequently for home service professionals.
Perhaps the most relevant reason why is that HVAC technicians rarely interact with a customer when they are having a wonderful day. The entire reason you are there is that they are in a difficult situation, either something is wrong with their heating or cooling system and they are super hot, cold, or uncomfortable making them agitated or unhappy before you even arrive.
In addition, because of your service, they are likely looking at a somewhat sizable bill. While HVAC technicians provide an important service, they aren’t always the bearers of great news. Unhappy customers may feel more inclined to voice their displeasure because they are in their own home as well, especially if they’ve had a poor experience in the past.
Combine all the factors that can make a customer unhappy along with any feeling they may get that they received poor service or the job wasn’t performed to their liking and you’ll likely find yourself with a difficult customer.
While you may or may not be at fault, dealing with a difficult customer isn’t fun. But if you do, use these helpful tips to help defuse the situation and find the best resolution possible.
If an unhappy customer gets nasty with you, especially if you are in a hot and humid house, it can be easy to lose your temper and get nasty right back. This is the absolute worst-case scenario. If you lose your cool with a customer, it is only going to get uglier, there isn’t likely to be any positive resolution, and the customer is likely to take the complaint up the chain of command and get you in even deeper trouble.
But, if you manage to keep your cool and keep your emotions out of it you will be able to focus on how to deal with the problem and not simply get emotional about the situation. If you are able to speak clearly and calmly, the customer may be encouraged to calm down and follow your lead. Then, once both parties are calm you can focus on finding a solution.
Hear them out
While the service industry saying goes “the customer is always right,” sometimes they simply aren’t. They may indeed have the situation all wrong, be upset and directing their anger about something outside of your power at you, or simply just being altogether difficult. No matter how wrong they may be or how nasty they are about the situation, at least hear them out.
By listening to the customer instead of trying to correct them, talk over them, or argue with them, you can start building rapport with them. It demonstrates to them that you are paying attention to their concerns and listening to them are actively trying to understand and get to the root of the problem. By actively listening and repeating and acknowledging their concerns, your level of care about your job and the situation becomes apparent.
Don’t make promises you can’t keep
While it is important to take the concerns of a difficult customer seriously and to do everything in your power to resolve the situation to their satisfaction, it is also important to realize that the issue may be something outside of your control or something you simply can’t resolve right then and there. For that reason, tell them you will do everything you can to fix the problem but never make a promise you know you can’t keep.
Making and breaking a promise to a customer is a bad road you don’t want to go down. When you break a promise with an already angry customer they feel betrayed and will only flare tempers even more. It also puts you in the unfortunate position of having to backtrack and most likely need to apologize.
It’s OK to fire a customer
Sometimes there’s just no winning with a customer. If a customer is getting downright unpleasant and it is obvious that there is no pleasing them. In the end, you are just going to sink excessive time and energy into them and not see a dime. We call these kinds of clients “tire kickers” and sometimes it is OK to simply fire them.
You hear it all the time from the other perspective, a customer firing their service provider, but it can work the other way too. If you reach a point where the unpleasantness of a customer is too great to handle, refusing to offer your services is a viable, albeit fairly drastic, option.
Don’t take the argument online
If a situation isn’t 100% resolved by the time you leave or you are put in a position where you have to fire a customer, it is a good possibility that they may try and take their complaints to the internet, leaving a negative review or comment. How a home service professional handles themselves online is just as important as how they handle themselves in person, so it is important that you handle negative reviews carefully.
First of all, treat every review respectfully and don’t continue whatever disagreement you may have had in-person online. When you argue with a customer online, you air your dirty laundry in front of anyone who cares to look and can only serve to drive away potential customers. But, if your response is cordial, calm, and inviting for them to contact you directly to once more try and resolve the issue, potential customers will see that as well and see your positive reaction to difficult situations.
Customer service skills are one of the most important skills HVAC technicians need to have in their toolbox, along with the knowledge and skills to repair and install heating and cooling systems of course. Having a thorough understanding of how to provide customer service and deal with difficult customers can help any technician succeed.
Communication and customer service are two areas we focus deeply on during our course here at the Training Center of Air Conditioning and Heating as we prepare up and coming Houston HVAC technicians dealing with difficult customers. Contact us to learn more about our classes and enrollment.
Graduating from the Training Center of Air Conditioning and Heating and becoming a certified HVAC technician is an exciting time! You’ve just completed the first major step on your path to beginning a successful and fulfilling career. Now comes the next stepping stone: finding your first HVAC job.
Job hunting can be intimidating, but with the training and expertise you receive at the Training Center, you should have the confidence to take on any new challenges when it comes to beginning your career.
As important as it is to land your first HVAC job and start putting your education into practice, it is just as important to find the right first HVAC job. Getting the right job starts your career on the right foot in an environment that you don’t just have the potential to succeed in but also enjoy!
As you begin your job search, use these simple tips to help you find the right environment for a successful first HVAC job.
Don’t be afraid to be picky
It’s important to get your first job under your belt, but that doesn’t mean you have to rush into the first opportunity that presents itself. HVAC technicians, and many other careers in skilled trades, are in extremely high demand as businesses look to fill their many job openings with a limited pool of skilled professionals.
That high demand means that you’ll likely have very little trouble finding available work, so you can take your time and be a little picky about the company you choose and really make sure you get your career started in the right environment. Don’t be afraid to take on multiple interviews and not jump at the first offer that comes your way in order to find the right company.
Check their reviews
When you join a company, their reputation becomes your reputation. As you are doing research into potential companies to join it is important to know in advance how they do business and making sure they do things the right way. One of the best ways you can get an idea of the quality of work an HVAC company does and how it treats its customers is to check its online presence and reviews.
Check out their social media sites and their profile on Google to read what their customers say about their experience working with their technicians. Obviously, every review for every business isn’t going to be glowing but look for trends about comments on the quality of their work and the work ethic of their technicians. If there is a consistent pattern of less than stellar work, that is a sign of a company lacking accountability and likely not a very professional environment. If the opposite is true, however, that is a sign that the company has a deep passion for their work and would likely make a great first HVAC job.
Visit their location
As you are submitting resumes, even in the very digital world we live in, HVAC remains a very nuts and bolts kind of business. Showing up to a business’ location to hand-deliver your resume, shake hands with your potential employer, and introduce yourself in person can make a great first impression on a prospective employer.
However, not only is visiting an HVAC business a great way to give you a leg up on the competition as they are making their hiring decisions, but it is also a great opportunity for you to get a lay of the land as well. You can use this opportunity to not only impress, but also get an evaluation of the office environment, potential coworkers, and culture to determine if it is indeed a company you would fit in well at.
Ask your training instructor
Not sure where to begin your search? Unsure of which companies in your area may be the best fit for you to start your HVAC career off? Your training instructor can be a fantastic resource! Their experience not only in the field but in the local community should give them a wealth of information as to what you should be looking for in a great first HVAC job and which companies in your area may be best to apply or look into.
Your instructor can also be a valuable resource as you are applying as well. You may consider asking them to write you a letter of recommendation as you narrow down your choices and begin doing interviews.
Chris Walters of the Training Center of Air Conditioning and Heating has 38 years of experience in the HVAC industry and is a state subject matter expert on heating and cooling in Texas and Houston area. The education you receive here and the advice Chris can pass along from his vast experience will give you a huge leg up on the competition as you begin your search for your first HVAC job.
Learn more about beginning your HVAC career at the Training Center of Air Conditioning and Heating! And, once you land your first interview, be sure to use these tips to make sure you land your dream job.