DucTales July/August 2016 by NADCA

HANDLING CUSTOMER complaints Retain customers and build goodwill with a solid customer service strategy

Contents Editor Sarah Black Publisher Jodi Araujo, CEM

Features

POSTMASTER: 1120 Route 73, Suite 200 Mount Laurel, NJ 08054 Phone: 855-GO-NADCA Fax: 856-439-0525 E-mail: info@nadca.com Website: www.nadca.com DucTales Magazine is published six times annually. NADCA annual dues include a paid s ubscription to DucTales. Yearly subscriptions to DucTales are available for $50. The National Air Duct Cleaners Association (NADCA) prints DucTales Magazine to provide its members and the HVAC system cleaning industry with a forum for the discussion of topics of interest. To that end, NADCA tries to include within DucTales a wide range of ideas and opinions. The ideas and opinions expressed by the authors who write articles for DucTales, however, are solely the views of the person expressing them, and do not necessarily represent the views, positions or policies of NADCA, its members, or its officers, directors or staff. NADCA is not responsible for claims made in advertisements. NADCA does not endorse any particular manufacturer or supplier of equipment, chemicals or related products, nor any particular model of equipment.

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The SFI certified sourcing label is proof DucTales magazine is using fiber from responsible and legal sources. The Sustainable Forestry Initiative® program integrates the perpetual growing and harvesting of trees with the protection of wildlife, plants, soils and water. The Sustainable Forestry Initiative® program promotes responsible forest management.

Handling Customer Complaints

Keep it Clean: HVAC Cleaning in the Pharmaceutical Industry

In Every Issue

Industry News

President’s Letter

Chief Staff Executive’s Letter

Executive Director’s Message

Carlisle Announces New Hardcast® Duct Sealant Product, Industry Calendar

Committee Spotlight

Move Over Angie’s List, Good A/C Guy is Disrupting the HVAC Industry

New NADCA Members, ASCSs

Survey Reveals Homeowners Earn A ‘B’ In Energy Savings 101

OSHA’s Clarification on New Confined Spaces Rule

NADCA News

Your Business

The BUZZ on NADCA Social Media

A Focus on Standards

10 Tactics to Get More Positive Reviews for Your Business 1

President’s Message NADCA Officers

A Labor of Love: It Takes Time and Effort to Keep NADCA Going By Michael Vinick, NADCA President

o the other day Jodi reached out to me and told me it was time to write my article for DucTales. My first reaction was “Darn it, I can’t stand writing these articles.” I hardly have any time. I just wrote one and spent many hours already this month, quarter, year on NADCA stuff. You may not realize this, but writing the DucTales articles every two months on top of paying attention to everything going on in the association is a daunting task.

I just returned from Mount Laurel, New Jersey where our Board of Directors convened for our annual June Board of Directors meeting. In the old days we flew the staff and the Board of Directors to the President’s home town. Having our June meeting at the AH office saves us (members) a lot of money in staff travel and hotel charges. In fact, we also changed where we hold our October meeting. Years ago we held our Fall Board of Directors meetings at locations decided by the President. Now we have our meeting at the property where we hold our annual meeting. This accomplishes two things. First we are able to become familiar with the facility where we are holding our annual meeting. The second is that again it saves us (members) money because we negotiate meeting space and room discounts into our annual meeting contract. In the not-toodistant past we also implemented travel policies for volunteers and staff 2

to ensure that those volunteering are truly volunteering and those being paid by us are being fair in their expense decision making. There are so many great initiatives occurring in our association. Our committees are doing an incredible job on behalf of the membership. Staff is hard at work handling renewals. Updates to education materials are ongoing. Webinars are scheduled regularly, with live webinars about four times per year. Quality white papers are being produced and distributed to the industry and the public with positive feedback. While the board packed up on Tuesday, the Standards Committee was entering the room to convert it from a board room to a technical review room for the next 1.5 days to work on our standard updates. The Industry & PR Committee has a new marketing campaign launching soon. I hope that you are paying attention to our website and communications to learn more. Our board reviews recommendations from our Finance Committee, made up of three at-large members and three board members, to ensure that NADCA is exercising fiscal responsibility and transparency. Sponsorships and advertising are increasing each year and our finances are in the best shape in the history of the association.

President Michael Vinick, ASCS (’17) Duct & Vent Cleaning of America Inc. 311 Page Boulevard Springfield, MA 01104 (413) 734-8368 FAX: (413) 733-1997 mvinick@ductandvent.com

Secretary Mike White, ASCS (’17) Clean Air Systems of LA, Inc. P.O. Box 6210 225 Mount Zion Road Shreveport, LA 71136 (318) 869-0344 FAX: (318) 869-0346 mike.white@ cleanairsystemsiaq.com

1st Vice President Richard Lantz, ASCS (’18) Interior Maintenance Company 45 Scottdale Road Landsdowne, PA 19050 (757) 407-3845 richard@imc.cc

Treasurer Dan Stradford, ASCS (‘18) Action Duct Cleaning 2333 Lincoln Ave. Altadena, CA 91001 Dstradford@aol.com

2nd Vice President Rick MacDonald, ASCS (’18) Armstrong Duct, Vent & Chimney Cleaning 531 Front Street Manchester, NH 03102 (603) 627-7016 FAX: (603) 627-7070 rmac@ahpv.com

NADCA Directors April Yungen, ASCS (‘18) Air Management Industries 8351 Elm Avenue, Suite 102 Rancho Cucamonga, CA 91730-7639 United States (909) 945-0041 airmgmt@tstonramp.com Frank Forrest (‘19) Carlisle HVAC 900 Hensley Lane Wylie, TX 75098 (972) 429-4972

Kevin Uilkie, ASCS (‘17) K.M. Facility Services, LLC 5631 N. 52nd Avenue Glendale, AZ 85301 (623) 930-5490 kevin@kmfacserv.com Mark Zarzeczny, ASCS (‘17) Schoen Duct Cleaning 704 Cooper Street Edgewater Park, NJ 08010 (609) 835-9500

mark@schoenairductcleaninginc.com

frank.forrest@carlislehvac.com

Carlos Gonzales-Boothby, ASCS (‘18) Indoor Environmental Consultants PO Box 191648 San Juan, Puerto Rico 009191648 (787) 568-8880 carlos@iec-pr.com NADCA Headquarters 1120 Route 73, Suite 200 • Mount Laurel, NJ 08054 Toll Free: 855-GO-NADCA • Phone: (856) 380-6810 Fax: (856) 439-0525 • www.nadca.com

NADCA Staff Jodi Araujo, CEM Chief Staff Executive

Kristy Cohen Executive Director

Carla Cheifetz Meeting Manager

Victoria Ramsay Client Services

Holly French Membership & Certification Coordinator

Christina DeRose Standards & Specifications Marketing Manager Holly Rose Industry Relations Manager

President’s Message

Training and Education

Made Easy!

The Fall Technical Conference registration is open and we are expecting continued growth for this in-demand meeting where industry professionals receive the best hands-on training available in our industry. Experts in our association lend their time and effort to develop excellent training curriculum for the meeting. Our website is currently in redesign and incredible thought has been given to every detail. It

the print deadline and she gets aggravated with me. Maybe I will just skip the column this issue to really get her past aggravated to the point of being mad and just write the following:

will be a fantastic resource for our members and the public when it is complete. Simplification of finding our members will drive the public to our membership directly resulting in business opportunities.

for this crowd while I am still writing this column. What he tells me about people who are cheats and liars is that “it is not if but when they will get theirs.” I take that to mean that we should not worry about the snakes in the grass who use the NADCA logo or price duct cleaning at $49 to scam people. You should report them to our headquarters and let the process run its course. Even though the process will sometimes go slower than we had hoped, in the end remember this, “Good things happen to good people.” You will prevail in business and they will not!

My father has so many sayings and I have shared many of them with you. Some you will never learn but I will try to share the appropriate ones

Custom training is now available to NADCA members! Instead of flying your entire staff somewhere to receive training, NADCA will bring the training to YOU!

Interested? Call NADCA Headquarters at (855) GO-NADCA to learn more.

Our board members serve as committee chairs who lead and work with our fantastic volunteers to push ahead with so many initiatives. We are developing our future association leaders at the committee level. Meanwhile, I think I should get started on writing the column that Jodi asked about before I miss

NADCA News

NADCA Committee Assignments Annual Meeting Committee Chair: Mark Zarzeczny Immediate Past Chair: Michael Vinick Karen Cowan Frank Forrest Peter Haugen Matt Mongiello Anthony Paterno Terri Reynolds Cindy White

Kelly Dexter Tommy Gwaltney Jimmy Meyer MJ Palazzolo Keith Reynolds Ray Strozyk

Ethics Committee

Chair: Dan Stradford Immediate Past Chair: Richard Lantz Melinda Allen George Grozan Michael O’Rourke

Kelly Dexter Mike Wine

Finance Committee

Chair: Richard Lantz Immediate Past Chair: Michael Vinick

Chair:

Mike White

International Affairs Committee

Interim Chair: Michael Vinick Immediate Past Chair: Matt Mongiello Julio Cesar Arencibia Nelson Constanza Javier Dominguez Peter Haugen Rick MacDonald Travis Tassey

Carlos Boothby Nicolas Charland Eric Gordon Hugo Hernandez Al Sutton Valeria Vega

By-Laws Policies Procedures Committee

John Line Dan Stradford

Chair: Mark Zarzeczny Immediate Past Chair: Richard Lantz

Membership Committee

Dave Adams Daniel Bowman Chad Cowan Clayton Ivany Jimmy Meyer MJ Palazzolo Larry Stabb Travis Tassey

Perry Covello Terry Durham Andrew McLaughlin Clint Orr April Yungen

Chair: Dan Stradford Immediate Past Chair: Richard Lantz

Sharon Altenhoff

Certification Committee Chair:

April Yungen

Chad Cowan Rick MacDonald Tim O’Connor Duane Whetzel

Tom Fehr Mike McDavid Todd St. Ores Cindy White

Education & Safety Committee Co-Chairs:

Mike White Rick MacDonald

Jeff Bagley Frank Forrest Chet Goetz Richard Lantz Andrew McLaughlin Tim O’Connor Kevin Uilkie

Mike Dexter Ron Gray Reece Howell Jerry Lawrence Dominic Menta Robert Rizen Tom Wengert

Subcommittee: White Paper Committee Chair:

Dan Stradford

Subcommittee: Fall Technical Conference Co-Chair: Co-Chair:

Rick MacDonald Jimmy Meyer

Paul Covello Frank Forrest Mike McDavid Robert Rizen Tom Wengert Vito Mosato

Mike Dexter Richard Lantz Kehau Mendes Kevin Uilkie Mike White

Subcommittee: CVI Training Task Force

John Muller Al Sutton

Subcommittee: Energy Research Study Task Force

Industry & Public Relations Committee Carlos Boothby Jim Castellano Peter Haugen Dan L’Herbier Scott Moritz Billy Prewitt Slade Stricklin Stephen Worrall

Subcommittee: Anti-Fraud Task Force Chair: Mark Zarzeczny Hal Ayer April Yungen Justin Viar

Jim Castellano Kelly Dexter Stephen Worrall

Subcommittee: ACR Marketing Task Force Chair:

Mark Zarzeczny

Jim Castellano James Shelley

MJ Palazzolo Larry Stabb

Subcommittee: Website Update Task Force Chair:

Jimmy Meyer

Richard Lantz Billy Prewitt

Paul Hannah

Subcommittee: Ad Hoc Research Task Force Dan Stradford Mike White

Richard Lantz

Subcommittee: EPA Website Update Task Force Chair:

Richard Lantz

Subcommittee: Editorial Committee

Chair:

Richard Lantz

April Yungen Dan Stradford

Chair: Kevin Uilkie Immediate Past Chair: Michael Vinick

Gary Croshaw Peter Haugen Jimmy Meyer MJ Palazzolo Mark Zarzeczny

Subcommittee: Regional Coordinators

Chair: Kevin Uilkie U.S. Northwest – Vito Moscato U.S. Southwest – Matt Kelly, Kehau Mendes U.S. Northeast – Rick MacDonald, Nelson Constanza U.S. Southeast – Tommy Gwaltney, Perry Bagley Canada Region 9 – Gary Lapstra Canada Region 9.5 – Nicolas Charland Mid-East Region 10 – George Thomas Australia Region 11 – Travis Tassey Italy Region 12 – Andrea Casa China Region 15 Central & S. America – Carlos Boothby, Richard Lantz

Subcommittee: 2000 Members in 2020 Task Force Chair:

Michael Vinick

Nelson Constanza MJ Palazzolo

Tim Fico

Leadership Development Committee Chair:

Michael Vinick

Standards Committee

Chair: Richard Lantz Immediate Past Chair: Bill Lundquist Paul Burns Brad Kuhlmann Rick MacDonald Byron Ware

D U C TA L E S

Charlie Cochrane Greg Long Mike McDavid

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NADCA Staff Letters

A Letter From the Chief Staff Executive By Jodi Araujo, CEM Customers will never love a company until the employees love it first. – Simon Sinek

o many NADCA members are entrepreneurs, probably more than 80 percent have been the catalyst to the vision and ultimate creation of their own companies. That work — the business plan, the marketing, the hiring and the training — is essential to the foundation of the company. But your brand, that’s the next level.

Who ARE You? You = Your Company

company values and of the industry and measure how they respond.

You = Your Culture I see many NADCA members building their brand. Sometimes it includes a catchy phrase or a logo that represents the service. Others have even branded themselves as the face of the company (I see you, Mike Wine). Why build a brand? And how? Most important is being authentic. Be who you are in defining your brand. The word brand is fortuitous because it implies that you can be anything you want to be (or want your company to be). But brands need to be true to their core values and that counts maybe more than anything when coming from leadership. You are either authentic or you’re not. Authenticity, truthfulness and clarity surrounding your core values and expectations are some of the most important principles in running a successful business. Your employees become your brand — good or bad. They are customerfacing and a direct reflection of you 6

You = Your Brand and your company’s reputation. How can you guarantee a professional, ethical and pleasant business transaction when sending your technicians on a job? Some would say that you can’t — but you have to try. First, you address the technical and tactical — you train. Simultaneously, you act. You define your values, show your authenticity and demand feedback and participation from the employee. Engage in dialogue about which core values most resonate with them? Do they value the professionalism your company exhibits, do they like the mutual respect and family environment they sensed from the first interview? Challenge your employees to be champions of the brand, of the

Once you define who you are as a company and how your employees fit in, think about how you want to market yourself. How do you want others to perceive your company and the value of its service? Developing consistent brand messaging with logos and email templates is a great place to start. You can find creative genius almost anywhere. If you think you can’t afford a marketing budget, think again. Check out the app Fiverr, where you can get a simple logo created for just $5. There’s also upgraded packages, reviews of the designer, their past work and so much more — something to fit everyone’s needs. When you’re a business, new or established, you need to invest in marketing your brand. NADCA will spend 12 percent or more of its annual budget on marketing efforts this year and that number will continue to grow as we find new ways to serve the members and build professionalism and awareness for the industry that ultimately drives business to our members.

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Save the Date

MEETING & EXPOSITION Innovation • Insight • Imagination DISNEY CONTEMPORARY RESORT March 20-22

Lake Buena Vista

2017 FLORIDA

NADCA Staff Letters

There’s an App for That! By Kristy Cohen, NADCA Executive Director

I get it – everything is mobile and I need to keep up.

dmittedly, when it comes to technology I’m not always up to speed on the latest and greatest. My boys, ages 8, 10 and 12, remind me of that all of the time. At back to school night, my son’s science teacher had all of the parents download an app and play an interactive game to test our science skills. My oldest son’s cell phone has practically become an additional appendage. So, I get it — everything is mobile and I need to keep up. Well, NADCA gets it too. Did you know that NADCA has a mobile app store where NADCA members can download forms you can use in the field on the job as mobile apps? Field technicians now have ease of use on the job, eliminating paperwork and submitting documentation right from their mobile device to the office. The NADCA mobile app store includes a variety of mobile app forms including:

Duct inspection worksheets

Mold remediation checklists

Consumer checklists

the HVAC system has been infested with birds, rodents, insects, or their byproducts; whether mold contamination conditions have reached either Condition 2 or Condition 3 and more. This app also includes GPS location, the ability to detail your findings as well as add multiple images.

Condition reports for various components (i.e., air ducts, AHUs, heat pumps, filters and more) NADCA Energy Paper formula calculations to demonstrate energy savings

The NADCA mobile app, Determining Need for HVAC Cleaning & Restoration, helps you quickly assess whether a cleaning is necessary. It covers items such as the HVAC system is contaminated with an accumulation of particulate;

The apps work with iPhone, iPad, Android and Windows Desktop. All new NADCA subscribers get a 30day free trial so you can try it out. You can also have the mobile app store turn one of your own forms into an app for free. We’re always looking to add useful forms and tools that you can use, so let us know if there’s something you would like to see added. Frankly, I’m still waiting for an app that can cook dinner, drive my kids to practice and fold laundry … do they have an app for that?

Check out the mobile app store at gocanvas.com/nadca.

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Industry News

Carlisle Announces New Hardcast® Duct Sealant Product

arlisle HVAC Products recently announced the addition of Flex-Grip 550 White to our Hardcast® Duct Sealant product line, available July 1, 2016. Flex-Grip 550 White has the same distinctive characteristics as Flex-Grip 550 Gray, including exceptional flexibility and thick texture, as well as mold and mildew resistance. Expanding its fiber-free offering to include a white product allows the company to better fulfill the needs of its customers. Features and Benefits: •

UL-181 B-M listed

•

Easy brush application with excellent coverage rate

•

Excellent UV resistance — passes ASTM 790

•

Enhanced fungus resistance — exceeds ASTM D5590

•

Passes five freeze/thaw cycles

For more information about Carlisle HVAC Products’ Flex-Grip 550 White, contact your local manufacturer’s representative, visit www.carlislehvac.com or call 877-495-4822.

Industry Calendar NADCA Events NADCA Fall Technical Conference Sept. 15-17, 2016 Charlotte, NC NADCA 28th Annual Meeting March 20-22, 2017 Lake Buena Vista, FL

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Related Industry Events IAQ 2016 Fall Conference Sept. 12-14, 2016 Alexandria, VA

Industry News

Good A/C Guy App Connects Consumers and HVAC Contractors

ood AC Guy, an Internet startup that connects consumers to heating and cooling contractors for free, recently announced the launch of its Good Life Blog and coalition of contributors called Good Life Gals. “In an industry that has a less-thanstellar reputation, Good AC Guy is helping improve the customer service experience and redefine the ‘grudge’ purchase of air conditioning or AC servicing,” says Cindy Metzler, President of Good AC Guy. “At Good AC Guy, we showcase reviews, conduct background checks, train contractors and are committed to creating an online experience that provides visitors helpful solutions from contributors like Dawn Gallagher, best-selling author, lifestyle expert and QVC host.” These contributors have stories to tell and success to share. The Good Life Blog content goes beyond home comfort solutions — it’s a resource for on-demand advice and inspiration from best-selling authors, entrepreneurs and even cancer survivors, whose stories are meant to inspire and enlighten. In an age when giants like Amazon entered the home improvement space, Good AC Guy focuses

exclusively on HVAC pros and provides webinars and online training. And with the Good Life Blog, it aims to give consumers a more engaging experience while creating a new and valuable spot in home improvement. “Air conditioning is one of the most expensive investments a consumer will make in their home,” says Dawn Gallagher, lifestyle expert and blog contributor. “The Good Life Blog provides an exciting and educational experience that not only helps consumers make smart decisions for their home, but actually helps them live their lives to the fullest.” The Good Life Blog lifestyle categories include home, travel, health, culture, DIY, outdoor, fitness, reviews and more. Good Life Gals include Cindy Metzler, Dawn Gallagher, Amy Biederwolf, Nancy Donahue, Dale Noelle and Brittany Harris. Good AC Guy was launched in 2016 at AHR Expo, the world’s largest

HVAC/R marketplace, after two years of R&D. Contractors who meet the Good AC Guy standard of excellence receive a seal and a detailed profile page, which showcases their reviews, current jobs, certifications, pricing methods, diagnostic fees and more. The company states that the transparency gives consumers a competitive advantage, and arms them with valuable information.

For more information, visit www.goodacguy.com

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Lennox Home Energy Report Card Survey Reveals Most Homeowners Earn A ‘B’ In Energy Savings 101

he annual Lennox Home Energy Report Card Survey found that most American homeowners are looking to move to the head of the class when it comes to Energy Savings 101, and still have a lot to learn about keeping costs low and comfort levels high. The Lennox Home Energy Report Card Survey, commissioned by Lennox Industries, a leading manufacturer of innovative home comfort products, and conducted by GfK Roper, identified that while comfort is key to consumers, saving money trumps all. In fact, the survey found that 26 percent of homeowners would rather walk around in their underwear than spend money to cool down their homes in the summer.

“Homeowners recognize that while they are doing a pretty good job at conserving energy, there is still room for improvement,” said Lennox energy efficiency expert, Jennifer Franz. “Saving energy and reducing electricity bills doesn’t have to take a lot of time and effort. In fact, a few simple steps, from installing a smart thermostat to keeping air filters clean and changing them regularly, can help homeowners increase comfort levels, control costs and conserve energy this summer.”

D U C TA L E S

Making the Grade: Homeowners Looking to Be at the Top of the Class in Energy Efficiency Fifty-one percent of homeowners gave themselves a ‘B’ grade in energy efficiency, up 6 percent from 2015, while 26 percent of homeowners gave themselves a ‘C’ (a 5 percent decrease from 2015), indicating more people are moving toward the head of the class when it comes to energy savings. In addition, homeowners surveyed gave insight into their money-saving

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practices, indicating that if their A/C required repair, they would rather remove clothing (50 percent), take a cold shower (25 percent) or go to a local pool (15 percent) than call a repairman.

Passing the Test: Homeowners Willing to Go Green to Save Some Green Saving money never goes out of style. In fact, it continues to be the main driver of why people participate in some kind of energy conserving 11

Industry News

Survey Highlights Making the Grade: When asked to grade their household on how well they conserve energy at home, 51 percent of homeowners gave themselves a ‘B,’ and 26 percent of homeowners ranked themselves as average with a ‘C.’ The Bare Necessities: Results indicate homeowners’ desire to keep comfort levels high and the bills low; 26 percent would rather strip down to their underwear than spend money to cool down the house. Learning Curve: Homeowners surveyed are resourceful in their energy efficiency efforts: if their A/C required repair, they’d rather remove clothing (50 percent), take a cold shower (25 percent) or splash around at a local pool (15 percent) than call the repairman.

activity (68 percent), versus helping the environment (27 percent). In addition, homeowners surveyed would be willing to unplug or shut off the following for two weeks: washer/dryer (21 percent), television (19 percent), computer (17 percent), indoor lights (14 percent), cell phone charger (13 percent) and air conditioning (11 percent) to save energy and money.

Tough Subject: The Battle of Cost vs. Comfort Some people can’t take the heat, and some can. Homeowners surveyed would be willing to turn up the temperature on their thermostat the following number of degrees above

where they typically set it during the summer months if they could save $50 a month on their electricity bill: 10 degrees or more (10 percent), 7 to 9 degrees (11 percent), 3 to 6 degrees (43 percent), 1 to 2 degrees (23 percent), unwilling to change (12 percent) and zero degrees (1 percent). “Being more energy efficient doesn’t have to be a hassle. Just like the upkeep on an automobile for improving mileage and the vehicle lifespan, some DIY updates and regular home maintenance, such as on a home’s cooling equipment, can help homeowners achieve significant savings on monthly energy bills, and high marks for energy savings,” says Franz.

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OSHA’s Clarification on New Confined Spaces Rule The Good News: The Impact on HVAC Industry is Minimal

n May 4, 2015, OSHA issued a new standard for construction work in confined spaces, which became effective August 3, 2015. Confined spaces can present physical and atmospheric hazards that can be avoided if they are recognized and addressed prior to entering these spaces to perform work. However, there was concern about the rule’s impact on the HVAC industry, and what it means for workers in the field. OSHA and the Air Conditioning Contractors of America developed an agreement that clarifies the impact on the HVAC industry. In response, OSHA issued a comprehensive list of Q&As available on their website. A few key Q&As are below.

What is a Confined Space? A confined space has • Limited means of entry and/or exit • Is large enough for a worker to enter it • Is not intended for regular/ continuous occupancy Examples may include sewers, pits, crawl spaces, attics, boilers and many more.

D U C TA L E S

What is a permit-required confined space (permit space)? A permit-required space is a confined space that may have a hazardous atmosphere, engulfment hazard or other serious hazard, such as exposed wiring, that can interfere with a worker’s ability to leave the space without assistance

Does the Standard impose additional requirement on permit-required confined spaces beyond those imposed for confined spaces? Yes. In fact, the vast majority of the Standard’s requirements only apply to permit-required confined spaces, and attics, basements and crawl spaces in a residential home will not typically trigger these requirements. Once the employer’s competent person performs an initial evaluation and determines that a confined space does not require a permit (1926.1203(a)), the employer’s only further obligations under the Standard are to have a competent person reevaluate the space and, if necessary, reclassify it as a permitrequired confined space if changes in the use or configuration of the space occur that could increase the hazards or potential hazards to entrants or if

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the employer has any indication that the initial evaluation may have been inadequate (1926.1203(f)). If the employer’s competent person determines that the space is a permit-required confined space, the following provisions also apply: entry communication and coordination (1926.1203(h)); permit-required confined space program (1926.1204); permitting process (1926.1205); entry permit (1926.1206), training (1926.1207); duties of authorized entrants, attendants and entry supervisors (1926.1208-1210); and rescue and emergency services (1926.1211).

Does the initial evaluation for determining if a confined space is a permit space, required by 1926.1203(a), mandate a specific physical survey of each space? No. The evaluation requirement may be met through existing experience and knowledge of the space, provided this information is adequate to make the determination required by the Standard. For example, a competent person may have information that shows that the hazards or potential hazards of all attics, crawl spaces and basements 13

Industry News

(before steps are installed) will not impede an entrant’s ability to exit the space without assistance. Therefore, these spaces would not need to be evaluated individually before each entry. This same approach can be used for any entry employer that has a number of identical spaces and information to support its determination(s).

Can anyone work in a permit space? Only workers who have been assigned and trained to work in a permit space may do so. Additionally, before workers can enter a permit space, the employer has to write a permit that specifies what safety measures must be taken and who is allowed to go in.

Are attics, crawl spaces or basements (before steps are installed) containing utility service lines (e.g., water, natural gas, fuel oil, sewage, steam and electric power) that pass through them always considered permit-required confined spaces? No. If utility services pass through attics, crawl spaces or basements 14

(before steps are installed) that are confined spaces, the inherent hazards of the material flowing through the service lines do not have to be considered in the permit space determination unless it is reasonably foreseeable that a rupture or leak could occur such that the contents of the service lines could cause a serious safety or health hazard that could impede an entrant’s ability to exit the space without assistance.

Are all attics in a residential home considered confined spaces under the Standard? No. A confined space is a space that (1) is large enough and so configured that an employee can enter it; (2) has limited or restricted means for entry and exit; and (3) is not designed for continuous employee occupancy. All three criteria must be met for an attic to be considered a confined space. In many instances, an attic will not be considered a confined space because there is not limited or restricted means for entry and exit. For example, attics with a permanent, fullsize doorway and/or stairwell access would rarely meet the definition of a confined space, provided there are no other impediments to egress. An attic under construction where there is no drywall in place would also not have limited or restricted means

for entry or exit and would not be considered a confined space.

Are attics that are confined spaces generally considered permit-required confined spaces? No. Attics that are determined to be confined spaces would generally not be permit-required confined spaces because they typically do not contain the types of hazards or potential hazards that make a confined space a permit-required confined space.

If an HVAC unit in an attic that is a confined space needs repair, requiring a contractor to enter the attic to perform certain activities to fix the unit, is that entry into the attic covered by OSHA’s Confined Spaces in Construction Standard? No, provided the repair is considered maintenance work on the unit (covered by the general industry standards) such as adjusting existing equipment or replacing component parts in kind. However, upgrading the HVAC system or its component parts would be considered construction work covered by the Standard. This would also be the case for any other

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piece of equipment in an attic that is a confined space.

There are some spaces in a residential home that may technically meet the definition of a confined space, but there is no reasonably foreseeable hazard within the space that could impede an employee’s ability to exit the space without assistance. Examples of this would be a small pantry or a small space underneath a stairwell in a home. Are these spaces considered permitrequired confined spaces under the Standard?

measures to ensure that the employees they direct do not enter any known permit spaces (see 1926.1203(c)), and (2) comply with 1926.1203(h). Otherwise, only employers that should reasonably anticipate that the employees they direct may enter a permit space are responsible for compliance with the permit-required confined space requirements of the Standard. For example, employers that will not direct any employees to enter a confined space are not required to comply with the following provisions of the rule: permit-required confined

space program (1926.1204); permitting process (1926.1205); entry permit (1926.1206); training (1926.1207); duties of authorized entrants, attendants, and entry supervisors (1926.1208-1210); and rescue and emergency services (1926.1211).

Read the full Q&A list at osha. gov/confinedspaces/faq.html.

No. Even if the space is a confined space, if there is no reasonably foreseeable hazard or potential hazard within a space that could impede an entrant’s ability to safely exit the space without assistance, then a residential home builder would not be required to consider the space a permit-required confined space under the Standard. A residential home builder may rely on a competent person’s experience and expertise in determining whether any such hazard or potential hazard in a space is reasonably foreseeable.

Are host employers/controlling contractors responsible for compliance with the permitrequired confined space program provisions of the Standard if they have no reason to anticipate that the employees they direct will enter a permit-required confined space? No. However, these employers must nonetheless (1) take effective D U C TA L E S

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Your Business

Tactics to Get More Positive Reviews for Your Business By Anita Campbell

he numbers are compelling. Depending on which study you read (and there are literally dozens), anywhere from 51 percent to 90 percent of consumers read and trust online reviews.

places. But depending on your industry, those may not be your most important places. Product reviews appear on ecommerce platforms like Amazon, reviews of home services may appear on sites like Home Advisor and so on. Monitor for new reviews at least once a week to assess your progress and deal with negative reviews.

Even if we take the smallest number, that’s still over half of consumers paying attention to online reviews. That makes good reviews critical for any kind of business where people look for and read online reviews of products or services. The most important thing to remember is that you can have an impact on reviews affecting your business — it’s not out of your hands. Here are 10 tactics to increase the number of positive reviews of your business: 1.

Monitor reviews. The first step to getting more positive reviews is to know where reviews of your business are likely to appear. Google, Bing, Facebook, Foursquare, Yelp, Better Business Bureau and Yellow Pages are some of the better known review

Complete your online profiles, accurately. Take time to add your hours of operation, product details, locations and other information. If the site offers categories, make sure you choose the proper ones to be associated with. The more complete your online business listings, product descriptions on ecommerce platforms and local profiles, the more it appears you actively care about your business. Also, correct any inaccurate information. If your profile says you are open until 6:00 pm, but you close at 5:00 pm, what kind of review can you expect from

someone who called only to find no one answered? 3.

Include great photographs. Photographs make your profiles stand out in local search results and on review websites. Be sure that your photographs are high quality. The clearer and better the image looks, the more professional and impressive the business will appear to those searching online.

Show customer reviews are important to you. Simply having a system that alerts customers their opinion matters to your business goes a long way toward getting more positive reviews. Develop a system of follow-up email or verbal communications. A business or product with a higher number of reviews tends to get more attention on review sites. Also, the more positive reviews you have to offset a negative review or two, the higher your overall rating will be.

Remind happy customers verbally of review sites. When

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settling up with a customer after completing a service, ask them how the experience was. If positive, remind them to visit review sites. Keep in mind that it is against the guidelines of some review sites to actually ask a customer to leave a review for your business. However, even in those situations it is generally acceptable to remind customers to “check out” your business on a certain site, such as Yelp. Be very familiar with allowable practices on relevant review sites before you phrase your request. 6.

Use software to seek out feedback and encourage testimonials. There are review software services that can be programmed to send postsale emails to customers asking what they thought of your service. If the experience is positive, then you can send a follow-up communication making it easy for the customer to click a button and share that positive experience on a review site (done in such a way as to not violate terms of service of review sites). Do NOT incentivize reviews from customers. It sounds tempting. You think, “why don’t I just offer freebies or discounts to get customers to leave reviews?” Well, for one thing, this violates the terms of service of many review sites. It may also violate FTC rules and state deceptive trade practice regulations. Your customer might have been willing to leave a positive review anyway, but by giving an incentive you just made the review invalid or a liability. Don’t do it.

D U C TA L E S

Don’t set up or bring a review station. Do not set up or bring a tablet or laptop to a job and ask customers to review your business. This crosses the line of the rules of service on some review sites.

Respond to negative reviews. Don’t leave negative feedback unanswered. Respond the right way. Acknowledge if you made a mistake and offer to make things right or explain what you will do differently going forward. This type of response shows you care. Remember, other prospective customers can see your response so handling criticism gracefully is important. Don’t become defensive or engage in a nasty public fight — it usually makes matters worse.

10. Respond to positive comments. Respond to positive feedback, too. This is one way to turn happy customers into enthusiastic advocates who spread positive a word of mouth. For instance, if someone says something nice on Twitter about your business, tweet back a simple thank you. Some companies go so far as to respond on social media with short personal video to show their gratitude. If you got one of those as a customer, wouldn’t that endear you even more? And possibly get you to share the nice thank-you to your followers and friends? Finally, remember that the ultimate tool to get positive reviews is to deliver great service to customers. This article originally appeared at spinsucks.com.

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Feature

HANDLING CUSTOMER Complaints By Adrianna McFadden

owever hard we try, something will inevitably happen that leads to a customer complaint. While the goal is to have as a few complaints in business as possible, effectively and fully managing customer complaints can help companies navigate their industry landscape to success.

Stellar Customer Service Drives Loyalty We’ve all formed opinions of companies based on our interactions with them. Consider ordering a pizza over the phone. If the conversation is rushed, you might not have a positive impression of the restaurant. How about asking for a shoe in your size at a shoe store; did a worker approach you, or did you have to go in search of someone? Or, during the inevitable call to cable service 18

it believes that customers will want to buy from the store with the best service and selection.” Zappos’ exponential growth and competitive advantage prove that the most successful companies are the ones that put their customers first.

Retain customers and build goodwill with a solid customer service strategy

The Real Issue: Most Dissatisfied Customers Don’t Speak Up

providers to find out why favorite channels aren’t loading, how efficient was the service? Did they fully resolve the issue? In each of these situations, the service provided by one person can influence your opinion of the entire organization. That is exactly why good customer service is vital to any company that provides a service. Zappos, an online retailer, almost flawlessly demonstrates that a company can be successful by putting its customers first. With a customer-focused business model and nontraditional yet promising set of company values, Zappos is truly dedicated to creating a positive experience for every single shopper. As one case study notes, “Zappos does not compete on price because

Contrary to how it might feel sometimes, dissatisfied customers rarely complain. In fact, customerservice expert Ruby Newell-Legnera wrote in her book, Understanding Customers, that the typical business hears from only 4 percent of its dissatisfied customers. This means that businesses never have the opportunity to address and resolve 96 percent of customer issues. So, when customers do speak up, it’s vital to listen to the complaint, record it, address it and try to resolve it. With so few customers actually addressing an issue, it’s key to recognize such complaints as opportunities, not hassles. Deb Dupnik, Certified Customer Service Manager-Advanced (CCSM-A), has worked in customer service for over 20 years. Her ability to effectively manage complaints stems from her experience and willingness to learn about every aspect of customer service. “Customers will complain if you are not meeting their expectations,” said Dupnik of the fundamental reason why customers complain. “You have to keep the promises you make and ensure you have the staff, skills and knowledge to make good on your pledges or you risk losing your valued customers to a competitor.”

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5-20%

60-70%

Probability of selling to a new prospect

Probability of selling to an existing customer *According to Marketing Metrics

what they feel should be done or offer a fair and realistic answer to the problem.”

Step 1: Be all Ears Customers often complain because they are frustrated and want to feel heard. To avoid escalating the situation, simply listen to what the person is complaining about. Ask the person’s name, since most customer service agents do this only 21 percent of the time, according to ContactPoint Client Research. Finally, remain calm while paying attention to what the customer is saying. The customer will appreciate your patience and attentiveness.

Step 2: Practice Empathy After listening to the customer’s complaint and collecting details about the source of the problem, practice empathy and sincerity by apologizing for any inconvenience. “Many times, the complaint will help you identify a problem that exists in a process that you were not aware of,” said Dupnik. “Now that you know about it, take the necessary steps to quickly correct it and make sure you thank the customer for bringing it to your attention.” Attend to the complaint in a timely manner by responding within 24 hours to show the customer you value his or her feedback. Research shows that 75 percent of customers believe it takes too long to reach a live agent. Frustration that stems from this matter can upset the customer even more, so avoid the situation altogether by exhibiting responsiveness and concern. D U C TA L E S

Develop a Complaints Policy in Eight Simple Steps 1. Make it easy for customers by taking complaints via phone, email and face-to-face. 2. Decide which staff have the authority to resolve a complaint and make sure they are empowered to do so. 3. Set a short time frame to respond to a complaint. Taking too long makes the problem worse. 4. Give one person responsibility for managing the complaint from beginning to end so the customer doesn’t have to repeat their complaint to different staff. Keep record of all communications. 5. Involve staff in creating a policy. 6. Ensure staff know the policy. Poor complaint handling will only worsen the problem. 7. Follow up with the customer after the complaint has been resolved. 8. Review the policy regularly and make changes as necessary.

Step 3: Offer a Solution “Once you understand why the customer is unhappy, it’s time to offer a solution,” said Dupnik. “Ask them

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Lee Resources, a business consulting firm, says that when a complaint is resolved in the customer’s favor, the customer will do business with the company again 70 percent of the time, making this step key to effectively handling a complaint. On the other hand, sometimes it doesn’t matter that you’re willing to help, listen and offer advice or a solution. “No matter how hard you try, there will always be that one person who just refuses to accept the services you offer as good enough,” said Dupnik. “If they are sucking up your time and resources, you might have to let them go and focus on the customers who are willing to work with you.”

Step 4: Record Takeaways Customer complaints are natural reactions that any company providing a service experiences. The final step in handling a customer complaint is to make record of the complaint and evaluate the situation. Recognize whether the situation could have been handled more appropriately or if there’s an issue about a product or service that should be attended to. Recording such experiences will help companies find resolutions for similar complaints that may come up in the future.

Feature

orking in air quality control means working with a wide variety of homes and businesses, and each niche comes with its own set of considerations. The pharmaceutical and health care industries make up one such niche — a heavily regulated one that must follow guidelines set by the World Health Organization (WHO) and requires extra precautions to ensure the safety of all patients and personnel.

Safety First Because pharmaceutical manufacturers work with large quantities of potent drugs and health care facilities work with many patients who have infectious diseases, the WHO has an extensive set of guidelines in place for them, beginning with the layout of the building and HVAC system. The HVAC system setup parameters in the WHO guidelines include everything from air change rates and particle counts to airflow patterns and HEPA filter penetration tests.

Keeping it Clean The Delicate Task of HVAC System Cleaning and Maintenance in the Pharmaceutical Industry By Martha Cipolla

The WHO guidelines also include requirements for wearing safety suits and avoiding cross-contamination. The drugs being manufactured at pharmaceutical companies range from blood thinners to hormones to Oxycontin, so on-the-job safety is of prime importance. “This is the real deal. You don’t want to get hit with a dose of this,” says Bill Spinnler, president of Industrial Power Clean in Midland Park, New Jersey, who has experience working in pharmacutical and health care environments. The guidelines dictate that HVAC maintenance has to be scheduled outside of production hours. It’s essential that nothing clog the system

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that keeps pharmaceutical detritus out of the air, so onsite maintenance employees keep an eye on the meters to ensure regularly scheduled service. For personal safety and to avoid becoming contaminant carriers, workers have to wear full safety gear. “We wear clean suits coming in and out — respirators, gloves, hairnets, booties,” says Mike White, CEO of Clean Air Systems of Louisiana, Inc., in Shreveport, Louisiana. “And you dress in and dress out as you move from one area to another. Just like in the operating room. It’s the same thing.” White does both pharmaceutical and standard commercial and residential work, and he says, regardless of industry, “We treat everything the same. You don’t ever want to crosscontaminate anything. We just need to be extra careful. Sometimes we’re more careful than what they expect us to be anyway. We do a lot of mold remediation work [at Clean Air Systems], so we’re very familiar with containments and crosscontamination.” Beyond issues of personal safety and cross-contamination, pharmaceutical waste has to be disposed of according to federal guidelines. Spinnler says, “I price HEPA vacuums into the job. Use them as containment, and when you’re done with them, leave them for waste, and they dispose of them.” He does the same thing with respirators and other safety items. “All the clothing, throw it out. Don’t let them make their problem your problem. I tell them, ‘We’ll clean the system and we’ll bottle the genie for you.’”

D U C TA L E S

Safety training is part and parcel of working in health care. “Once a year we have a class we go through for safety and how to work in that type of facility,” White says. And to further ensure job site safety, he’s careful about who he hires. “We do drug screenings and background checks.” Overall, the WHO guidelines have altered safety practices since Spinnler’s entry into the industry — Industrial Power Clean has been working with pharmaceuticals for nearly 60 years, and Spinnler himself for nearly 30. “I trained in a lot of stuff before safety was an issue,” Spinnler says. “There was no OSHA going after you. I’m sure I was exposed to a lot of stuff over the years. The feeling then was that if you didn’t come back dirty, you didn’t work hard enough. But now you have all of this personal protection gear that has evolved over time. You have to protect yourself.”

The Cost of Doing Business Spinnler has worked with a variety of clients, including Tiffany & Co., Domino Sugar and the Humane Society, but a significant portion of his clientele is in pharmaceuticals and health care. He works with a lot of large companies, which now source their HVAC work through ISN World (www.isnetworld.com). You pay a subscription fee to be a member of ISN, and they vet your safety programs, insurance and history of workman’s compensation claims, among other things. If you don’t meet their requirements, you can adjust accordingly and resubmit. “You can’t fight it. You’ve got to do it. It’s just the cost of doing business,”

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Spinnler says. “There are outside safety companies that will help you meet these specifications. It’s going to cost you, but it’s worth it in the long run.” Smaller pharmaceutical and health care companies, however, present a lower barrier to entry. Spinnler says, “If you want to run with the big dogs, you’ve got to have your insurance and your safety in place. Start small with generic pharmaceutical places that aren’t as strict.” And, he says, you should do your homework, look at ISN World to familiarize yourself, and use word of mouth and networking to make your way in the field. These smaller companies still have safety standards, however. “They recognize the NADCA certification as a qualification,” White says. “[Clean Air Systems has] safety awards, and they look at those. They also look at any lost-time accidents. Abiding by the safety manual and having the NADCA certification are very important, especially when you’re working with hazardous materials.” One catch with smaller companies can be cash flow, because payments often take 90 to 120 days to come through, says Spinnler. “You have to be able to bankroll the jobs and have a line of credit involved. You’ve got to spend money to make money.” But whether small or large, pharmaceutical and health care companies’ methods of doing business have been evolving, in regard to both safety standards and management structure. In order to work in this area of HVAC, Spinnler says, you need to be willing to adapt as you go along. “You need to adjust your sails. You can’t control the wind, but you can adjust the sails. 21

NADCA News

The BUZZ on NADCA’s Social Media 2016 (So far) in Numbers: C onnections leave indelible traces, and the quality of those connections impact how NADCA functions. We believe that the way to build a buzz and deepen relationships with our members is by creating dialogues instead of monologues.

In 2016, we stepped up our social media presence in a big way, sharing useful and interesting information that can help you improve your business and connect with potential customers, as well as posting memorable behind-the-scenes footage from our video shoots. Does Snow White and the Seven Dwarfs marching ring a bell? If you haven’t already, we encourage you to join the conversation by connecting with NADCA on social media.

@NADCAHQ @Duct_Cleaners NADCAHVAC

Highlights from NADCA’s Social Media Facebook Insights

2,180 4,460 1,140 28,690 69,380 engaged users

post clicks

impressions

Twitter Insights

1,183

77,806

engagements

impressions

YouTube Insights

9,130 views

19,300

estimated minutes watched

total reach

reactions, comments and shares