Overcoming Communication Challenges Within the Refrigerant Transition

2025 will mark a significant change in the HVAC industry, specifically when it comes to refrigerants. With the stakes high, are businesses ready to have some difficult conversations with customers? Do contractors have a plan to bolster internal communication and ensure technicians and the rest of their staff are up-to-speed? Are there policies in place to ensure a smooth, and informed, transition that has consistent messaging? 

To help contractors prepare, ACHR NEWS enlisted the help of Jay Crowe, a head coach for Business Development Resources, LLC. (BDR), to give some advice to contractors as the industry is on the verge of starting a new chapter.

ACHR NEWS: With the approaching 2025 Refrigerant changes, what are the biggest internal communication challenges? 

I believe our biggest internal communication challenge is ensuring all employees are properly trained to speak accurately about the upcoming changes. This doesn’t just apply to our technicians but also to our dispatchers, customer service representatives, installers, and sales team. They also need to stay up-to-date and be well-informed. We need clear time frames for when the new equipment will arrive and guidance on how to handle warranties for the old equipment. We need to ensure that we have a solid structure in place, particularly with clear repair versus replacement policies for our technicians. This will help them make consistent and accurate decisions on the job, which is essential for efficiency and customer satisfaction.

ACHR NEWS: Specifically, how should businesses navigate the conversation with customers who have units halfway through their usable life expectancy?   

The refrigerant change will likely lead to some sensitive conversations, which is why our approach needs to evolve. We should start by informing our customers about their current equipment, ensuring they’re aware of its age and the potential repair costs. Then, we can educate them on the new equipment and available options. Finally, it’s essential to clearly present all their choices so they feel fully informed and supported.  There is also an opportunity to use third-party collateral to add credibility to our advice and to adjust our approach as needed.

ACHR NEWS: From a business perspective, how can owners best set in motion a smooth transition into Q1 2025 and beyond?

Crowe: For a smooth transition, it’s crucial to have a well-structured plan in place. Owners should stay informed about the latest developments regarding the refrigerant change and maintain open communication with their territory managers to understand what they’re learning from manufacturers. This would include current equipment availability and phasing in the newer equipment.

Owners and managers should establish timelines for the transition as accurately as possible and, if feasible, stock up on and recover 410A refrigerant. Additionally, it’s essential to train technicians and installers on the mechanical aspects of the new equipment to prevent any unexpected challenges. Sales teams should also be knowledgeable about the differences between 454B and 410A equipment to provide customers with clear, accurate information.

ACHR NEWS: How should contractors consider communicating with a homeowner when there is a refrigerant leak or major repair in an older system?

1. Contractors need to provide homeowners with all the options, including the pros and cons of each.

2. 410a repair costs and potential refrigerant issues in the future

3. While some old equipment may be available as dealer stock early in the year, homeowners should be told about potential refrigerant and parts shortages. BDR developed a refrigerant cliff chart for reference on what the impact will be over time.

4. Finally, the ideal situation is that the homeowner will want the installation of new A2L equipment. Sales teams and service techs should explain the benefits of having the latest system, technology, and refrigerant.