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.
Being an HVAC technician involves a lot of very technical and precise work, particularly when it comes to AC installation. This is why a proper education and training is so important for a long and successful career in the industry.
Unfortunately, not all technicians get things right during AC installations. In fact, there are a few practices that HVAC technicians actually get wrong more often than not. Why is that? It could be many things from displacency to simply not receiving proper education.
So, why is it important to talk about the shortcomings of AC technicians? In such a precise field that so many people rely on for their important service, these shortcomings are unacceptable. For those that are considering pursuing a career as a certified HVAC technician it is just as important to know the wrong way as the right way.
As an HVAC professional, you want to strive to provide the best care and service to your customers that depend on you to stay safe and cool. Knowing where others in the industry fall short can help you know where you can avoid the same pitfalls and become a more successful AC technician.
Keep in mind these common mistakes that HVAC technicians make during AC installation. You’ll notice the biggest pattern that emerges from these improper installation missteps is that they each can have serious negative impacts on the performance, efficiency, and lifespan of the air conditioning unit.
70% of technicians don’t follow proper vacuum procedures
One of the most important things technicians ignore not following proper AC vacuum procedures during installation. Vacuuming is important because it helps remove any excess moisture left within the system. Over time, moisture build up can cause long term damage from poor performance, corrosion, and even freezing with the AC system. Never skip this important step in the post-installation process.
70% of technicians don’t adjust for proper air flow
Ensuring an air conditioner has been adjusted for proper air flow ensures that it can efficiently and easily keep in-home air cool and comfortable for the customer. Proper air flow lets air more easily reach all the nooks and crannies, ensuring no random hot spots. When not adjusted properly, the system has a harder time performing and has to put in extra effort to keep the home cool, which not only can shoot up a customer’s utility bill but also causes AC’s to burn out faster than they should.
70% of technicians don’t charge unit per manufacturer recommendations
Correctly charging your customer’s AC system will ensure there is proper refrigeration to pull out hot air and keep their home cool. However, despite the fact that most manufacturers provide step-by-step instructions and offer their best practice recommendations, this correctly charging units often gets overlooked. The result is either an undercharged unit that can’t keep up with the heat and overwork itself or an overcharged unit that is loud and draws far more energy than it needs to.
90% of air conditioning installations are incorrect
Since these three steps during AC installations are so important, it may not be surprising to hear that more installations are done incorrectly than not. But, for an industry that prides itself on hard workers and providing a necessary service to its customers, this is a number that simply cannot continue to last.
Here at the Training Center for Air Conditioning and Heating, we are attempting to lower the statistics through a comprehensive training and education program for the next generation of HVAC technicians. The course is designed to teach students the skills and techniques required for entry-level employment into the residential and light commercial heating ventilating and air conditioning so that they can not just install and repair heating and cooling systems, but do it the right way to better serve their customers and help make them a more successful professional.
Interested in enrolling in an upcoming class? Learn more about how to join here.
HVAC technicians live a fulfilling and rewarding profession, perfect for anyone looking for a skilled profession in the trades. But, as rewarding of a career as it is, it is a job where professionals need to maintain vigilance at all times and practice extreme safety at all times from the potential hazards they may face.
The nature of a HVAC tech’s job can put them in some precarious positions due to where they work, how they work, and the equipment they work with. Both current and aspiring HVAC technicians as well as those looking to operate their own HVAC business need to be aware at all times of the hazards they and their employees face during the course of their work day and how they can best take the necessary steps to avoid them and be as safe as possible at all times.
During the dog days of summer here in Houston, life can be a little rough for air conditioning technicians. They work long hours in hot conditions running from job to job with often very little downtown in between. All of this can put a great strain on technicians and cause a tremendous amount of fatigue. When HVAC technicians become fatigued they run the risk of making mistakes or losing alertness which won’t just result in poor service and installation but can also put them and their customers at risk of harm from many of the hazards we are about to cover, potentially falling asleep at the wheel between jobs, and dehydration.
It is important during the course of a work day for HVAC technicians and the company that employs them to take the necessary precautions to avoid fatigue to ensure safety and performance. Technicians need to make sure they stay hydrated throughout the day, take breaks for rest when necessary, don’t skip over meals, and alert their employers or dispatches when rest is necessary. HVAC employers also need to be aware of their workers’ needs and schedule their jobs accordingly.
Particularly when working on commercial heating and cooling systems, HVAC technicians will often find themselves in some fairly high environments whether they are on top of a roof or on a ladder accessing ductwork or vents in a ceiling or attic space. In these situations, the dangers of falling from a high location is very real and can result in serious bodily harm.
Any technician that will be working at heights needs to practice extreme caution. Always check and double check the location of ladders and scaffolding you need to use to ensure it is sturdy and secure to use. Always have a spotter when you can and in extremely high environments, the use of a safety harness should always be insisted upon.
In between the open flame used in some heating equipment, the natural heat that air conditioning and furnaces can produce, equipment sitting in the hot sun, and soldering (which is a practice that is sometimes used during HVAC installations and repairs) the average HVAC technician has no shortage of opportunities to burn themselves both mildly and severely.
Practicing the utmost caution around hot or potentially hot equipment is a must for technicians, especially here in Houston. Always try and make sure equipment is cool before you start working on it, but also be sure to wear the appropriate protection of heat-resistant gloves when it is appropriate for extra protection. Even on a hot day, long sleeves can help protect your arms from incidental contact with hot objects.
HVAC work involves frequently interacting with electrical equipment and wiring. One false step can mean you face harmful electrocution. Not only is electrocution harmful to the technician, but if fatigue is also a factor, a live exposed wire left unattended could also mean harm to the person they are servicing.
Electric shock can happen in an instant, and it can be difficult to tell if a wire is live or not. Therefore, safety against electrocution should be one of the primary concerns of HVAC technicians at all times. Always carry the proper equipment necessary to test the charge of wires before interacting with them and always be sure to wear protective gloves when working with electricity. If necessary, you may also consider shutting off the power to the area you are working on prior to beginning service as an extra precaution.
Safety is a very important aspect of being a successful HVAC technician and safety is also a primary focus of what we teach here at the Training Center for Heating and Air Conditioning. Our instructor, Chris Walters, takes an extensive amount of time dedicated to teaching and reinforcing proper HVAC safety to avoid these common HVAC hazards.
Learn more about enrollment in a future class today.
HVAC certification consists of both hands-on work and studying to pass tests. While the hands-on lessons take place in class with fellow students and an instructor, studying generally happens on your own time. Consequently, it can be too easy to let this important part of learning fall by the wayside. How can you prioritize your study time for your HVAC class?
If your current study method isn’t working, it’s time to form new habits that will help you make time to study and absorb the information. After all, the better your study habits, the better your grades will be! Here are just a few strategies to help you study for your HVAC class and get your habits back on track.
Make a Schedule & Stick to It
Building a new habit depends on consistency. As you get used to setting aside daily time for studying, focus on establishing a specific time to get it done. For instance, if you get home around 4 pm every day, have your study time start at 4:30 consistently. Your mind will adjust to this new part of your routine. Don’t just accept any excuse to delay your study time–the more consistent you are with your schedule, the more likely it is to feel natural.
Make Studying a Priority
In life, some tasks are more important than others. Schoolwork follows the same principle. If one assignment is due tomorrow and the other is due in a week, it makes sense to prioritize the one due tomorrow. This may seem like a no-brainer. However, if the task due in a week appears daunting or time-consuming, you may be tempted to try tackling as much of it as possible and accidentally let the more time-sensitive assignment go undone. Don’t let that happen! Learn to organize your homework by priority.
Find Your Learning Style
How do you typically absorb information? Do you do better when memorizing data on your own, with a partner, or by listening to an instructor? Experiment with different styles until you find yourself retaining the knowledge you need for your HVAC class. Once you know how you learn best, keep it up! Allow yourself to find the best strategy for your own needs.
Pro Tip: For involved work like HVAC repairs, hands-on practice and instruction is a proven method. A well-structured HVAC class will help you absorb the information you’ll need for your career.
Studying for an HVAC Class
Everyone learns differently, so what worked for another student may not work for you. However, you’ll never know how much you can improve your study time without trying. Try a few different solutions until you find one that boosts your time management as well as your retention of the material. You can pass your HVAC class!
How can I prioritize my study time for my HVAC class?
If your current study method isn’t working, it’s time to form new habits that will help you make time to study and absorb the information.
What are the signs of a bad HVAC contractor?
Your HVAC contractor’s job consists of more than just repairing your HVAC system. Ultimately, they should be able to help with, or at least identify, other significant problems that could be contributing to high energy bills or an uncomfortable home climate. Keep an eye out for these common signs of a bad HVAC contractor–it may be time to hire someone else.
Most HVAC contractors are honest, hard-working people who just want to make your home as comfortable for you as possible. However, on rare occasions, you’ll find yourself dealing with a less than ideal repair person. If any of these red flags seem familiar, it may be time to hire an alternative:
- Poor ventilation even after repairs
- Skipping measurements
- Poor customer service
- Ignoring the root issue
1) Poor Ventilation Even After Repairs
Part of an HVAC contractor’s job is checking your home’s air ventilation for any potential problems. If you notice that airflow seems nearly nonexistent even after a repair job, it’s probably time to call the contractor back.
Keep in mind that this is a common mistake and not necessarily a red flag on its own. However, if you notice the same problem happening repeatedly from the same contractor, chances are they’re cutting corners on more than just this one area.
2) Skipping Measurements
A good contractor will always measure your home and air conditioning units very precisely to help in their work. If your contractor claims to be able to estimate based on appearances or a similar floor plan, they’re either being careless at best or lazy at worst. Always ask them to measure everything essential to their job before beginning work.
3) Poor Customer Service
At the end of the day, you are buying a service from your contractor. Excellent customer service skills on their part are essential to retaining you as a client. If your HVAC contractor refuses to treat you with the respect you and your home deserve, it may be time to find someone else.
4) Ignoring the Root Issue
If you come down with the flu, chances are you’ll go for extra-strength flu medicine rather than just a pain reliever like ibuprofen. While one attacks the root cause and sickness, the other only deals with one symptom. Likewise, several small HVAC issues are likely connected by an underlying problem. Your HVAC contractor should be able to assess the list of problems and find the ultimate issue to be fixed. Rather than dealing with the symptoms one at a time, start resolving the problem for real by working on the underlying issue.
Pro Tip: A good HVAC contractor knows exactly where to look to find the root cause of your problem. If your contractor seems more focused on just providing a temporary fix, it’s time to find someone else.
Finding a Trustworthy HVAC Contractor
Fortunately, most homeowners’ experiences with HVAC contractors are excellent. You’ll rarely have to worry about these problems. However, if you do notice some bad signs showing up, keep in mind that the contractor is working on your home. If your original choice repeatedly shows signs of a bad HVAC contractor and you are having doubts about them, consider looking elsewhere to ensure you get the experience and service you’re looking for.
What are the signs of a bad HVAC contractor?
If any of these red flags seem familiar, it may be time to hire an alternative: poor ventilation even after repairs, skipping measurements, poor customer service, and ignoring the root issue.