Content area
Full Text
Editor's note: In the conclusion of a two-part series on callbacks, contractors share their solutions for reducing the percentage of callbacks.
It can be difficult, if not impossible, to predict when equipment that is properly installed and functioning perfectly might prove defective, so many contractors admit there isn't much you can do to prevent callbacks due to equipment failure. Human error, however, is another matter. Technical training and customer relations skills are areas where HVACR contractors can help minimize the number of callbacks to maintain the expected level of profitability in the service and installation departments.
In an informal poll conducted at www.achrnews.com, 47 percent of respondents cited some type of human error as a primary reason for callbacks. Survey participants pointed to a lack of training, the failure to follow established procedures, and simply being in too much of a hurry as common reasons for errors.
These same respondents were quick to offer advice on how to prevent service errors, or at least keep them to a minimum.
Many of them emphasized the importance of ongoing training.
"We train our techs over 200 hours a year on technical, sales, customer relations, and procedures," responded Patrick Clark of Anchorage, Alaska. "Two years ago, we ran 4 to 5 percent in warranty calls. Our goal is to get it to below 1(1/2) percent."
John Greiner of Dixon, Calif., emphasized the need for specialized training. "Offer electrical troubleshooting courses and spend more time on diagnostics," he suggested.
One HVACR distributor outlined the training options he supplies for his contractor customers. "We run an annual school for our product (PowerFlame burners), and we offer night classes on other products with hands-on and bookwork alike," said Jeff Krawic of East Hartford, Conn. "We do not charge for most of the classes. We want the service techs to be comfortable with our lines and also to be efficient at troubleshooting."
"We lowered the amount of calls that we expect our service men to perform on a daily basis," said a participant named John from Poughkeepsie, N.Y. "We also increased training in our individual technicians' weak...