Summer time and the living is easy. Unless you’re an HVAC tech.
For many HVAC techs, summer is the busiest time of the year, and many companies bet the bank on a busy and productive summer season.
Without a doubt the busiest months should also be the most productive months. But with extreme conditions, high call volume, and long hours comes increased potential for errors. During this busy time, a call back or return trip caused by misdiagnosis is even more damaging than at other times of the year.
Here are some tips on how to make the best of the busy season and reduce or eliminate no charge calls.
Don’t take shortcuts.
Getting through calls quickly is always a priority, but in busy times, the pressure can seem even higher. Even though call volume is high and the pressure is on, it’s no time to rush through any kind of job. Taking shortcuts only leads to two things: Callbacks and injuries. Don’t skip the steps that make a job thorough and don’t skimp on safety to save time.
Trying to reduce call times by working faster frequently leads to either a mis-diagnosis which takes even more time to correct, or to identifying a symptom only to miss the underlying cause of a problem. In either case, revenue is lost and time is wasted. Remember, it is not your job just to clear the dispatch board. It is your job to maximize the opportunity on every call and to serve every customer in your highest capacity.
If you’ve ever watched a seasoned pro in the busy season, they don’t really look all that busy. Sometimes they look like they are working in slow motion without a concern in the world. This is because they have learned a special time saving technique which is…
Think before you act.
I’m fond of saying that the last thing you want to do on a service call is do something. All too often, we as hands – on mechanical people rush into grabbing some tools and taking something apart. The expert troubleshooter knows that even though it feels slow, stopping to think problems all the way through before reaching for the tool kit actually takes less time. This is why it sometimes looks like they’re working in slow motion. All the heavy lifting is taking place in the mind. The key to doing that is…
Implement a proven troubleshooting process.
Troubleshooting is not a physical activity, but it is a decision making process. In tech school, they teach you a lot of the physical activities involved in troubleshooting, but most of the techs I work with never learned a formal logical process of troubleshooting. The better and more organized your decision making process is, the faster and more accurate you will be. Unfortunately, too many of us make decisions unconsciously. If you have ever found yourself at your wits end with a problem you just can’t seem to figure out no matter what you do, this is usually the reason.
Please join me this Saturday, July 15, at 9AM MDT for a free 30 minute training on troubleshooting processes through Facebook Live. Attendance is totally free, but you must pre-register to attend.
This could be the best thing you can do while you’re eating breakfast. If you are working at that time, or otherwise busy, make sure you register anyway! The training will be recorded, and replays will be available to all registered participants. Plus, everyone registered will get a special FREE bonus at the end of the training!
Go to www.hvacservicementor.com/free-training/ to register!