 |
 |
||
 |
 |
 |
Guidelines for Selecting an Exceptional HVAC Company
by Ray Stribling
"'It is unwise to pay too much, but it is worse to pay too little. The common law of business balance prohibits paying a little and getting a lot... it can't be done. When you deal with the lowest bidder, it is wise to add something for the risk you run, and if you do that, you will have enough to pay for something better!" -- John Ruskin (1819-1900).
This is as true today as it was when it was written. Whether you are responsible for multiple locations of corporate-owned stores, or your own small chain, how do you choose a HVAC service company that will give you the maximum value for each dollar? And when is the lowest price alone not the wisest decision?
The first rule to consider is that the essential elements of any successful HVAC maintenance program is the implementation of a definitive preventive/predictive service inspection schedule. A maintenance program that does not clearly define the frequency and procedures of service may not provide any real benefits -- regardless of annual cost.
No one can assign a value to lost revenue. If customers are uncomfortable due to the temperature conditions in your facility, they will take their business elsewhere, and more often than not, right to your competitors!
Equally important is the size of your HVAC service provider. Are they able to respond in a reasonable time period -- two hours or less? Usually, the larger the provider, the more technicians they will employ; which usually means better ability to respond quickly. This should be expected regardless of extreme seasonal weather or workload. Your maintenance agreement should include priority emergency service, guaranteeing your company the response time needed in emergency situations.
The geographic coverage of your provider is also vital toward the quality of service you receive. More often, it is better to partner with a single company that can provide service to most or all of your facilities in a given region rather than several smaller companies providing service to the same group of locations. Look for "one call does it all" service. A provider should have toll-free telephone and fax numbers available 24 hours a day for your convenience.
Does your provider offer "have it your way" options? You should be able to choose the plans that best suit your needs in areas such as billing, reports, special service times (before or after normal business hours), notification upon completion or status of service calls, quality assurance programs, monthly, quarterly, and/or semi-annual meetings with your personnel to discuss any issues, concerns, and recommendations. Your provider should maintain records of a complete repair history by equipment and site, and provide condition reports as requested. An extended parts and labor warranty should be available.
What does your service provider do to ensure that all of their personnel are positioned on the leading edge of technology? The HVAC industry is rapidly changing due to the advent of technology. New products that are more complicated and complex using computer technology are constantly being introduced into the marketplace. It is important that your HVAC partner is proactive in keeping in step with new technology. Select a service provider with an aggressive technical training program and dedicated personnel responsible for staff training. These are just two of the tactics an exceptional HVAC company will utilize.
This condensed service provider questionnaire may be useful in selecting an HVAC company for your facility:
Business Name
Years in business
Mailing Address
Phone/Fax
E-mail
After hours Number
Number of Technicians
Level of Certification (Class I, II, or universal)
Types of equipment technicians are trained to service:
Are the technicians factory certified?
Are technicians radio dispatched? Do they have cellular/radio phones/pagers?
Normal working hours and days of business?
Overtime hours and days of business?
Hourly and overtime rates for customers with agreements vs. non-agreement customers?
Do you have a quality assurance program?
Please explain:
How many service trucks do you have on the road?
Do you offer 24-hour emergency service?
Minimum response time?
What areas do you cover (not with subcontractors)?
References:
Contractors' license numbers:
Although several guidelines have been presented, it would be impossible in a short article to list all criteria separating an average HVAC service company from an exceptional company. If these requirements are considered from the beginning of the partnership between you and your provider, a successful relationship is inevitable.
Ray Stribling, Special Account Manager, has been with Aircond for more than 30 years.
Founded in 1937, Aircond specializes in the existing building market and is committed to retail and chain accounts. A National Contractor of the Year, Aircond serves Georgia, the Carolinas, eastern Tennessee and eastern Alabama.
For more information: (800) 768-2472
