In response to a client’s service call, a mechanical system project, or troubleshooting a chronic heating, ventilating, and air-conditioning (HVAC) issue, a contractor should remember that when called to a site, they are entering the client’s building – also known as their home. Technicians should treat their time there as if it were their own building. Why does this matter? If a service technician is contracted to come to the facility to replace the filters in the central air handling units, occupants won’t recognize the difference in the HVAC system operating with clean filters, but the occupants will have an opinion about the service technician. One could consider this a face-to-face marketing experience that is far more important than handing the building owner a colorful company brochure.
Now, some firms may think they have the “first impression protocol” in place with their employees putting on shoe covers over each work boot and, when leaving, picking up trash and doing a little cleaning of the work area. But there is more to HVAC first impression operating procedures, beginning with a checklist rather than expecting each contractor to routinely complete this task by memory. See attachment A as a first pass at a “First Impression, Lasting Impressions” checklist.
Why are first impressions so important? First, the arriving technician is presenting a professional image. Secondly, everyone wants their place to be treated like the building and the spaces the same way they would treat someone else’s facility. First impressions leave lasting impressions, and clients remember who came to their building and respected the place, the occupants, and the completion of their task.
That said, it is important to carry on this “first impression” approach moving forward with the contracted HVAC task, whether working behind mechanical room doors or on the roof of the facility. At the same time, the technician should keep their eyes open for potential hazards that the building owner may not be aware of, e.g., inadequate lighting, wet environments, missing safety rails, etc.
Everyone will have their own first impressions when it comes to meeting some people, seeing something for the first time, etc. This mental image of the person, place, or thing can be very accurate at times, so a positive experience should be the HVAC contractor’s goal when hired to perform HVAC tasks for a building owner.
First impressions are very important because they also can be lasting impressions. These first impressions don’t stop after the technician walks through the door. How the HVAC person communicates, performs the work, and gets ready to leave will all contribute to an owner’s first impression of an HVAC company and can become a strong impression leading to repeat business.
First Impressions, Lasting Impressions Checklist
(Not All Items May Be Applicable)
Prior to Arrival
Arrival
In the Work Area
Upon Leaving (for lunch or at job completion)
Whether you require installation, repair, or maintenance, our technicians will assist you with top-quality service at any time of the day or night. Take comfort in knowing your indoor air quality is the best it can be with MOE heating & cooling services Ontario's solution for heating, air conditioning, and ventilation that’s cooler than the rest.
Contact us to schedule a visit. Our qualified team of technicians, are always ready to help you and guide you for heating and cooling issues. Weather you want to replace an old furnace or install a brand new air conditioner, we are here to help you. Our main office is at Kitchener but we can service most of Ontario's cities
Source link
