• Contractingbusiness 3665 Baby Steps
    Contractingbusiness 3665 Baby Steps
    Contractingbusiness 3665 Baby Steps
    Contractingbusiness 3665 Baby Steps
    Contractingbusiness 3665 Baby Steps

    Performance 'Baby Step' 1: Fix the Air!

    April 6, 2016
    The average student retains only 20% of what he or she learns for the first time in a class or seminar. Then there’s the time factor.

    Over the past two decades, a number of HVAC contractors have adopted performance-based services into their company’s offerings. These services range from correcting installation issues to fully renovating duct systems, often making them work right for the first time.

    However, too many contracting firms go through a fairly steep curve before they truly make performance-based work part of their culture. Most make it eventually, but some are getting there a lot faster than others.

    As we study the companies behind the thousands of HVAC technicians, installers, and salespeople we train each year, we noticed a common thread among those who make the leap from box-sellers to performance-based products and services: they didn’t try to go from 0 to 100 mph all at once. Unfortunately this is the tendency for many as they begin to understand the true value of selling performance – both for their customers and their companies.

    As we study the companies behind the thousands of HVAC technicians, installers, and salespeople we train each year, we noticed a common thread among those who make the leap from box-sellers to performance-based products and services: they didn’t try to go from 0 to 100 mph all at once.

    In truth, the companies with the shortest learning curve are the ones who approach delivering performance in smaller baby steps.
    While the training on how to evaluate, troubleshoot, and diagnose HVAC system performance issues, looks easy and straightforward, the truth is it’s not that simple. For most it’s a fairly steep learning curve.

    For starters, the average student retains only 20% of what he or she learns for the first time in a class or seminar. Then there’s the time factor. Effectiveness and recall of training is inversely proportional to the time that lapses between when you learn something and when you put it into practice. Essentially – the longer you wait, the less you remember, and the less likely you will put those new skills into practice – at least effectively. Sounds pretty logical when you think about it.
     
    So what are the traits of successful implementers?
     
    The companies that implement performance-based testing and renovation work the fastest have the following six characteristics in common:
     
    1. They don’t wait too long after training to get going in the field. They get the right tools and immediately start testing everything they can get their hands on. Typically they will test their own homes and those of close friends and relatives before trying it on a “real” customer’s home. The faster they hit the ground running after training the better!

    2. They begin with smaller baby steps. Rather than immediately trying to deliver full system renovations with documented improvement in delivered overall efficiency – or field EER -- they start slow by making significant improvements to the air side of the system. They know that even small improvements in lowering static pressures and delivering correct airflow into the home makes huge differences in comfort and energy efficiency.

    3. They determine how they will tackle that first level of testing and renovation, and build the tools they need to consistently test and talk to their customers about performance. They also make sure they have the right collateral materials - i.e. brochures, sales forms like a Home Comfort Analysis and other leave-behinds, as well as emails, letter, and scripts for their CSRs.

    4. They develop a “kitted” approach to system improvements, with prepackaged pallets or tubs with all the materials they might need to perform a fast, yet effective renovation. And rather than trying to deliver the ultimate in performance right off the bat, they started with reasonably priced airside renovation, or “Air Upgrade” options that deliver great improvements on most systems.

    5. They use a flat rate pricing method to calculate the renovation cost in addition to new equipment pricing, so their comfort advisors can easily price up a simple renovation.

    6. They set expectations with their customers ahead of time. “While this isn’t a full renovation of your system, for $X,XXX we can make significant improvement to your family’s comfort, and your home’s healthiness, while reducing utility costs at the same time. We can continue to make other improvements as your budget and time permits.”
     
    The best advice I can give someone wanting to become performance-based is “Just do it!” One of our favorite sayings in our classes is, “Nobody ever learned how to ride a bike at a seminar.” You just have to jump on and start peddling!