When you are a new HVAC technician, your first service calls can seem intimidating. Answering customer questions, diagnosing the problem with the equipment - it call all be a little overwhelming. We asked the seasoned professionals at Choice Heating and Air for their best tips for new HVAC technicians and compiled their answers below.
We hope that you will put their years of experience to work for you in the field. For affordable heat pump or furnace replacement in Wake Forest NC, call Choice HVAC for big savings.
New HVAC Techs Service and Repair Tips
Greet your client with confidence and reassurance. Creating a professional rapport with the customer will disarm even the most upset or disgruntled homeowner and allow you to get the information you need to do your job effectively. Remember the GEODE model of customer service interactions: Greet, Enquire, Offer, Deliver, Evaluate.
Putting yourself in the customer's shoes and being empathetic to their needs and situation can make a huge difference when it comes to the outcomes of your service calls. Try to repair components rather than replacing entire parts if possible. Acting with professionalism and integrity not only helps keep the customer reassured but helps you make the best decisions in the field as a technician.
Understanding what your customer may be hearing, what they have done to try to repair the system, what they have seen or experienced can help you. However, don’t overload yourself with information that may or may not be helpful. Customers may unintentionally try to tell you what they think you want to hear or downplay the issues to make it seem less severe out of fear of a large repair bill. Ask questions, but not so many that you feel overwhelmed.
Regardless of what your work order says or what the customer told you, go through your own evaluation process every time. Stay focused and don’t make assumptions based on the customer's account of the problem. These simple and meaningful diagnostic processes can help you understand more quickly where the unit is malfunctioning.
When you are stumped, call for help. Sometimes the best thing you can do when you are facing a difficult problem on a service call is to walk away from the unit and call a fellow HVAC technician. The simple act of talking through the problem may cause you to have a lightbulb moment about what the potential problem may be or may clue you in to a diagnostic process that you haven’t tried yet. Either way, talking with a teammate can help you arrive at a solution. This can save you time and serve as a learning experience for you to utilize in future service calls.
Utilize your training when it comes to troubleshooting units you may not be as familiar with. Reading schematics and testing each circuit can make troubleshooting the remaining circuits and the unit much less time consuming. Breaking down the process into small chunks and not allowing yourself to get overwhelmed is critical. If you feel yourself getting frustrated or you are unsure - stop and reach out to a teammate for more information or to answer your questions.
At the end of the day the most important thing is a positive outcome for your customer. Being able to repair their unit or replace their system in a professional and courteous manner is critical to building your reputation within the company as a reliable and valuable asset. When you prepare to go to your next service call and you approach the door, take a deep breath, smile and remember your training - you’ve got this!
For Affordable Furnace Replacement in Wake Forest NC, Call Choice HVAC
Call Choice Heating and Air Conditioning of Wake Forest when you're looking for an HVAC service company you can trust. We can help you with service, repair, and heat pump or furnace replacement in Wake Forest NC. Our highly trained experts, with years of experience, are waiting for your call! We’re open six days a week so we’re able to work around your schedule. Give us a call today for an appointment or a free quote.