Editor’s Notebook

THE HVACR MANAGEMENT MAGAZINE

TERRY Tanker Publisher ttanker@hvacrbusiness.com

PETE Grasso Editor pgrasso@hvacrbusiness.com

MEGAN LaSalla Art Director mlasalla@hvacrbusiness.com

BRUCE Sprague Circulation Manager bs200264@sbcglobal.net

BARBARA Kerr Executive Assistant bkerr@hvacrbusiness.com ADVERTISING STAFF ERIC Hagerman National Sales Manager Tel 216-409-3246 ehagerman@hvacrbusiness.com

TERRY Tanker Publisher Tel 440-731-8600 ttanker@hvacrbusiness.com

HVACR Business, founded January 1981, is a monthly national trade magazine serving contractors, mechanical engineers, manufacturers, manufacturer representatives, wholesalers, distributors, trade associations, and others in the heating, ventilating, air conditioning and refrigeration (HVACR) industry primarily in the U.S. The editorial focus and mission of HVACR Business is to provide business owners and managers with the very best business management concepts available. Critical topics covered include leadership, management, strategy, finance, sales, marketing, training, education, staffing, operations, human resources, legal issues, customer service and more. We are dedicated to helping contractors master these key management skills and provide them with the resources necessary to build strong, profitable companies. Every effort is made to provide accurate information, however, the publisher assumes no responsibility for accuracy of submitted advertising and editorial information. Copyright©2021 by JFT Properties LLC. No part of this publication may be reproduced or retransmitted in any form or by any means, including, but not limited to, electronic, mechanical, photocopying, recording or any information storage retrieval system, without the prior written permission of the publisher. Unauthorized copying may subject violators to criminal penalties as well as liabilities for substantial monetary damages up to $100,000 per infringement, costs and attorneys’ fees. This publication should not be utilized as a substitute for professional advice in specific situations. If legal, medical, accounting, financial, consulting, coaching or other professional advice is required, the services of the appropriate professional should be sought. Neither the authors nor the publisher may be held liable in any way for any interpretation or use of the information in this publication. The authors will make recommendations for solutions for you to explore. Any recommendation is always based on the authors’ research and experience. The information contained herein is accurate to the best of the publisher’s and authors’ knowledge; however, the publisher and authors can accept no responsibility for the accuracy or completeness of such information or for loss or damage caused by any use thereof. Subscription Rates: Free and controlled circulation to qualified subscribers. Non-qualified persons may subscribe at the following rates: U.S. and possessions: 1 year $48; 2 years $75; 3 years $96; Canadian and foreign, 1-year $108 U.S. funds only. Single copies $8. Subscriptions are prepaid, and check or money orders only. Subscriber Services: To order a subscription or change your address, write to HVACR Business, 31674 Center Ridge Road, Suite 104, North Ridgeville, OH 44039 or call (440) 731-8600; or visit our Web site at www.hvacrbusiness.com. For questions regarding your subscription, please contact bkerr@hvacrbusiness.com. HVACR Business (ISSN 2153-2877) Copyright ©2021 is published monthly by JFT Properties LLC,31674 Center Ridge Road, Suite 104, North Ridgeville, OH 44039, Phone: 440731-8600. Periodicals postage is paid at North Ridgeville, OH and additional mailing offices. (USPS 025-431) POSTMASTER: Send address changes to HVACR Business, 31674 Center Ridge Road, Suite 104, North Ridgeville, OH 44039.

31674 Center Ridge Road, Suite 104 North Ridgeville, OH 44039 Tel: (440) 731-8600 Web site: www.hvacrbusiness.com (ISSN: 2153-2877)

BY PETE GRASSO EDITOR’S NOTEBOOK

Give Customers Peace of Mind

While the past 18 months may have been challenging for many of us, it certainly wasn’t without its lessons. One of the biggest things we’ve learned is just how valuable it is to address health and safety.

Businesses were quick to implement safety protocols early last year to ensure customers felt at ease — but, as more states and businesses do away with mask mandates and fully open their doors, some customers want assurance its safe to return.

Companies need to ease the concerns of the more cautious and at-risk members of society. This should go without saying for service companies such as yours.

I spoke with a few contractors to find out what they learned over the past 18 months, what safety protocols they’ve implemented and — most important — how they’re communicating that to their customers. Here’s what they had to say. wearing one or requests that the technician wear one. We let the customer take the lead in whether they want to shake hands, or make any kind of physical contact. Our job is to make them comfortable. Stack: We let our customers know by phone before the technician arrives that we take necessary precautions to be safe. We also ask customers if they or anyone in the home has been sick recently.

As the country opens and Have you seen an customers once again welcome uptick in IAQ interest? Knaak: There has been you into their homes and some … most came early on with businesses, keep them MERV 13 filter requests. Robinson: Yes, mainly from at ease by communicating our commercial customers. It your safety measures. seems they too are interested in keeping their coworkers healthy to keep them working. Stack: We have definitely seen an uptick in ionizer sales.

What’s the biggest lesson you learned?

What’s your approach to health & safety?

Eric Knaak, Isaac Heating & Cooling: While we have always focused on client and employee safety, we are more diligent when it comes to unseen hazards such as virus and contact related issues.

Darryl Robinson, Robinson Air: We have a different view now on coworkers calling in sick. We used to not think anything about a tech showing up with runny nose and raspy voice since the mentality has always been “come to work if you are able to work.” Now, we’re more likely to tell them to go home and get better before they come to work.

Brian Stack, Stack Heating & Cooling: We have definitely encouraged cleanliness and sanitation more than in the past. We also make sure the technicians are diligent on jobsite and customers’ homes with regard to cleanliness and mask wearing. This will be the new norm in the workplace.

How are you communicating your health/ safety measures to your customers?

Knaak: Via our website, e-mail, text messages and phones. Our contact center also has a H&S questionnaire that customers go through prior to calls being run.

Robinson: We let our customers know our technician will show up at their door with a mask if they like, but only require them to continue to wear a mask if the customer is

Knaak: We learned that we can work remotely and that virtual meetings can be effective.

Robinson: The pandemic has made us realize how interconnected businesses are. It is amazing how the lack of production of a single line of circuit board can not only affect the production of one product, but also other industries.

Stack: We need to be better prepared for different situations that may arise. The pandemic has caused us to look at some of our processes and make changes so we are ready if this or some other disaster happens.

What safety measures will you continue to implement moving forward?

Knaak: As much contactless interactions with clients as possible, as well as awareness to symptoms from our employees that may require them to stay home. The office space environment will be different with less shared spaces.

Robinson: We’ve always worn shoe covers, which sets us apart from some of the smaller competitors, but now we’ve added masks and use them as needed, along with latex gloves. There’s nothing really special about what we’re doing. In fact, it’s the norm now. We are sensitive to the way customers want to be treated based on what type of precautions they are personally taking.

Stack: Making sure we screen our employees daily to ensure the workplace is a safe/healthy place to be. u