Meeting Homeowners’ Expected Lead Times

More homeowners this year expect their HVACR contractors to get the job done in a total of two to three weeks. That’s according to data found in a recent survey conducted by myCLEARopinion, the research division of The ACHR NEWS’ parent company, BNP Media.

Last year, 54% of homeowners answered that once hired, their expected time between quote and installation was two to three weeks. This year’s data saw a 5% increase. Fewer homeowners than last year answered that their expected lead time was one week or less.

INCREASED EXPECTATIONS: This year, 5% more of homeowners answered once hired, their expected lead time between quote to new system installation on HVAC equipment. (Courtesy of myCLEARopinion)

Other data found from the survey showed what percentage of homeowners have the expected lead time of four to five weeks. The data showed that lead time was less likely in the south.

Some contractors are already far exceeding customer lead time expectations, and they do that by learning them and being aware of what might slow the installation process.

Lead Times

The truth about lead times is they can vary, depending on a number of factors.

At Lawson Air Conditioning & Plumbing in Gainesville, Georgia, they usually send a written quote to a homeowner within one to two business days from their initial visit, depending on the season. In the middle of the summer, customers can sometimes expect two to three days to receive their written quote.

“Installation times vary depending on equipment selections, accessories selected, and location,” said Brad Gooch, residential/light commercial HVAC division manager at Lawson’s. “But typically, from the time they select an option to the time we install is normally within five to seven business days. During the slower season — three to five days. Middle of summer — five to seven days.”

Cody Dampf, owner and president of Innovative Air Pros in Tulsa, Oklahoma, said in their market, they typically see a 24-48 hour turnaround from acceptance of the quote to installation, depending on the weather.

INSTALL TIME: A couple of guys at Jacob and Rhodes running lineset for a mini-split, which the homeowner did not have to wait long for. (Courtesy of Jacob and Rhodes)

“During inclement weather, those times may increase, but we tend to stay within four days and utilize an on-call installation schedule for emergencies on weekends,” Dampf said.

At Jacob and Rhodes in Kennewick, Washington, their ideal time from quote to installation is next-day, which of course varies depending on things like the customer’s schedule, equipment availability, and the seasonality of HVAC.

“We react as quickly as possible in order to get customers taken care of,” said Jake Lysher, vice president at Jacob and Rhodes. “The world moves at much faster pace than it did in years past, so making sure we’re able to provide solutions for customers in a timely manner is key.”

Factors Slowing Lead Times

One factor in particular that can arguably cause the most challenges when aiming to meet expected lead times is equipment availability. While this doesn’t pose as much of an issue as it did during COVID, equipment availability is still a concern and something contractors still have to keep in mind.

“Equipment supply is a large factor, especially with the upcoming transition to R-32 refrigerant,” said Lysher.

Gooch said some factors that might slow down the lead time are equipment selections from homeowners, difficult equipment locations, or suppliers not having equipment in stock.

“Looking at every job individually is extremely important to see which system is best for the application and which system is best for the homeowner’s needs/wants/expectations,” Gooch said.

Since HVACR in many areas is seasonal, weather can also affect lead time. Depending on the contractor, it can actually play a huge role in how long the installation will take.

“Weather also plays a large factor in regards to demand,” Lysher said. “When it’s the middle of summer or the dead of winter, demand for service calls and installations increases dramatically. Therefore, it’s better to be proactive and plan for swapping out equipment in advance as it begins to age or have more frequent repairs needed.”

Meeting Homeowner Expectations

With all the factors that can affect lead times, it can be difficult for contractors to meet and manage homeowner expectations. Especially in a world with Amazon and next-day shipping, consumers just don’t like waiting as long as they used to. And when it comes to their comfort — their heating and cooling — patience could run even thinner.

“Having companies that provide goods and services the same day or next day has definitely changed customers’ expectations, and we feel it in HVAC as well,” Lysher said. “We see it in all aspects of the business, from advertising and scheduling all the way to the final installation and commissioning of equipment.”

Convenience-based services have, in some way, shifted the overall thought process of society.

“We do live in a ‘now’ society, and it applies to HVAC just as it does in every industry,” Dampf said. “Speed is the new currency, followed closely by our online reputation, and those that fail to shift with will absolutely be left behind.”

But obviously, not all homeowners have the same expectations. To meet them, contractors have to know them.

“We ask them their expectations,” Gooch said. “If they have an ‘idea’ that’s absolutely not feasible, we educate them on why it’s not possible. We ask them when they would like to have the work done. We inform each customer on how long their particular job will take to complete.”

Jacob and Rhodes does the same.

“We communicate and work closely with suppliers to help improve the expected lead time,” Lysher said. “Knowing if there appears to be any hang-ups in equipment availability can help to avoid presenting options to customers that may not be readily available. Making sure we are prioritizing and scheduling appropriately is also extremely important, so that service and installation technicians are able to take care of customers swiftly.”

Contractors can also take advantage of the technology and software at their disposal to better meet homeowners’ lead time expectations.

“There are solutions to help enhance the customer experience and speed up processes, such as having an online scheduling option and utilizing newer tools that streamline tasks for service and installation technicians,” Lysher said.

Stemming from Dampf’s experience in the Marine Corps, Innovate Air Pros is structured with a high emphasis on quick response paired with customer service. That’s how they meet their homeowners’ lead time expectations.

“This provides trust for our customers that we are moving at a cyclic speed to resolve their issues,” Dampf said.