This seems to be one of the unluckiest weeks to draw in the on-call pool
for a technician. You see, over the Winter you have to respond to
no-heat calls much faster than a residence without cooling on Memorial
or Independence Day. I remember visiting homes many Festivus evenings
and getting the old clunker of a boiler running, without the swears from
"A Christmas Story". But, even over the last fifteen years, being on-call
has changed. If you were not able to barter your way out of this
holiday, you may experience a process similar to these:
We would always get that 4:30pm call of the old woman without heat on
Christmas Eve. Why the office staff hadn't left yet, I could never
figure out. Of course, this responsibility fell onto the on-call
technician. Hopefully, the local distributors and stock houses have yet
to close if you needed a part!
About 10-15 years ago, most technicians used to carry beepers. When
you were on-call, you got the pleasure of carrying two beepers and
living in fear of being confused for a drug dealer! When the beeper
went off -911, that dreaded buzz could have been confused for a lot of
things. But, in the back of your mind you knew exactly what it meant!
Luckily, those beepers were quickly replaced with Nextel service and
cell phones. We would instead carry two cell phones when we drew the
short straw over the holidays. The technicians where I worked always
set the most horrible, annoying ring tone on that on-call phone. So bad
that even my wife still can't forget the tone some 4 years later.
Lately, I have noticed more companies are opting for an answering
service. This provides a person for your customer to immediately talk
to, avoiding the situation where they would leave a message and start
dialing another company. I can see how this service would reduce the
frustration for a homeowner that is already uncomfortable without heat.
Still, waiting for that call back will seem like watching water boil,
all the while a potential confrontation brewing.
So, in the age of technology, how great would it be if you could
"FaceTime" with your customer? Video conferencing is quickly taking
over business meetings and would really translate well into the service
industry. How often has a customer screamed, swore, and threatened over
the phone, only to be oh so cordial when face-to-face. Seeing their
trusted technician would go a long way, particularly when they need to
talk them off of that cliff. The technician may be able to avoid an
evening trip on a holiday weekend when you may be paying for warranty
work anyhow. The technician could see the customer pushing the correct
thermostat buttons, or even see the error code on the furnace ahead of
their decision to strap on their boots.
Is anyone out there trying this approach? I understand not everyone
has an IPhone, but there are many tablets and phones that can
accommodate other providers. Is there another recipe that I did not mention? I never thought I would have been carrying
2 beepers at one time, so why not set yourself apart by using the
technology already in both of your fingertips?
A Successful Technician
I am sure I am not the first to write about this, but it doesn't change
expectations of homeowners or trade employers. Why is it that
millionaire ball players can be successful batting .300? A pitcher can
have thirty starts, win 20 games and could be named for the Cy Young?
Or that a successful quarterback can throw 20 touchdowns and 10
interceptions? The reason: they are much better than their peers.
Imagine, as an HVAC Tech, you got the diagnosis correct one-third of the time? For one, if your employer did keep you on the payroll the homeowner would not be calling you back! So what makes a good technician? Not the one winning the Cy Young, he only gets it right two-thirds of the time. Here is a short list that I find 'fits the bill', no matter how far along in the industry they are:
A clear understanding of the basics
If I need to explain what a multimeter is, or how to measure amps and what it means, we have a problem. This assures no batting title and no way I want this player on my team. It is not enough to know just how to take the measurement, the technician should know what they mean. This feeds into proper diagnosis, the first time. When working with any HVAC equipment, you should have a Physics 101 course under your belt as well. As much as I hated that mandatory course in trade school, it has helped me every day in every job I have had since!
When their license/certification expires
Knowing the expiration of their certifications and licenses shows some pride in their accomplishments and contribution to the industry. If they know the expiration, they will know the requirements to renew. The employer should not have to keep track of the minimum requirements for you to work in this industry, I am sure they have kids at home they need to worry about.
Punctuality & Initiative
It is not enough to be on time and in the proper dress, you need to know what you should be doing. Wouldn't it be great to have all the service tickets turned in (with payment), the truck cleaned and restocked, know where you are heading today, and where you could pick up parts if needed? A good technician that is successful in this industry makes all of this happen, before the Service Manager needs to tell them. As a Manager, listen to your techs as this is the way to identify the key players.
Knowledge is Power
There is nothing more powerful in this world than knowledge. I learned this week 2 of boot camp on Parris Island. Learning from those whom have done it the hard way. We had a saying in our platoon some 5 years later: "Work smarter, not harder". If you reach the point of frustration with equipment, or cannot diagnosis the problem in an hour, you likely do not know enough about what you are working on and need to call someone! This is what keeps good technicians engaged in our industry: the unknown. This is also how I figured out I need to keep up with changes in our industry. When you settle on the fact you do not know everything, you realize that attending the evening classes at local distributors has much more in it for the technician, not the company. You see, there may be tools you need to return if things don't work out with your employer, but knowledge will always go with you.
There is still new equipment coming out everyday, with new technology centering around efficiency and comfort. A lot of the old timers, eying retirement and more worried about quitting time, will not be attending these late night classes. Do not fall into this trap! Just because the they are content with their position and not being the best mentor, does not mean you need to follow in these footsteps. Our industry will be in dire need of qualified, engaged technicians in no time. Ones that can fill the unrealistic expectations set by homeowners and employers alike, making much less than ten percent of the worst pitcher in the league, but getting the diagnosis right 99% of the time!
Imagine, as an HVAC Tech, you got the diagnosis correct one-third of the time? For one, if your employer did keep you on the payroll the homeowner would not be calling you back! So what makes a good technician? Not the one winning the Cy Young, he only gets it right two-thirds of the time. Here is a short list that I find 'fits the bill', no matter how far along in the industry they are:
A clear understanding of the basics
If I need to explain what a multimeter is, or how to measure amps and what it means, we have a problem. This assures no batting title and no way I want this player on my team. It is not enough to know just how to take the measurement, the technician should know what they mean. This feeds into proper diagnosis, the first time. When working with any HVAC equipment, you should have a Physics 101 course under your belt as well. As much as I hated that mandatory course in trade school, it has helped me every day in every job I have had since!
When their license/certification expires
Knowing the expiration of their certifications and licenses shows some pride in their accomplishments and contribution to the industry. If they know the expiration, they will know the requirements to renew. The employer should not have to keep track of the minimum requirements for you to work in this industry, I am sure they have kids at home they need to worry about.
Punctuality & Initiative
It is not enough to be on time and in the proper dress, you need to know what you should be doing. Wouldn't it be great to have all the service tickets turned in (with payment), the truck cleaned and restocked, know where you are heading today, and where you could pick up parts if needed? A good technician that is successful in this industry makes all of this happen, before the Service Manager needs to tell them. As a Manager, listen to your techs as this is the way to identify the key players.
Knowledge is Power
There is nothing more powerful in this world than knowledge. I learned this week 2 of boot camp on Parris Island. Learning from those whom have done it the hard way. We had a saying in our platoon some 5 years later: "Work smarter, not harder". If you reach the point of frustration with equipment, or cannot diagnosis the problem in an hour, you likely do not know enough about what you are working on and need to call someone! This is what keeps good technicians engaged in our industry: the unknown. This is also how I figured out I need to keep up with changes in our industry. When you settle on the fact you do not know everything, you realize that attending the evening classes at local distributors has much more in it for the technician, not the company. You see, there may be tools you need to return if things don't work out with your employer, but knowledge will always go with you.
There is still new equipment coming out everyday, with new technology centering around efficiency and comfort. A lot of the old timers, eying retirement and more worried about quitting time, will not be attending these late night classes. Do not fall into this trap! Just because the they are content with their position and not being the best mentor, does not mean you need to follow in these footsteps. Our industry will be in dire need of qualified, engaged technicians in no time. Ones that can fill the unrealistic expectations set by homeowners and employers alike, making much less than ten percent of the worst pitcher in the league, but getting the diagnosis right 99% of the time!
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