TecTalk II
An Audio Traning and Motivation Tape for
Heating/Air Conditioning Technicians
Program # 7:Squirrel Cage Blower Fans
Written by Jim Zura
(INTRO)
Welcome to TecTalk II, The Champion Technicial Series. On this program, we'll talk about two related subjects: Blower Fans and Fan Belts.
And a quick Customer Service Tip to start things off.
You know, I was talking to a guy, an HVAC tech, and he was complaining that he hasn't taken a vacation for over four years. Yeah, he's had some time off in that period, but he didn't have the money to go anywhere. Turns out, he got laid-off from one company... took another job with a rinky-dink outfit that ended up going out of business. He had a hard time finding a job, so he worked for a while with a buddy of his painting houses. He finally lucked his way into a job with a reputable company, but got fired after getting into an argument with a customer.
Turns out, he hadn't held a job with the same company for more than a year. Of course he didn't get a paid vacation. So, I was curious about his attitude toward customer service. What he said was along the lines of...
"Why do I have to explain anything to the customer? Hey, I'm the expert, I don't owe anybody any explanations ! If I tell 'em this or that needs to be replaced- and here's how much it's gonna cost- who are they to second-guess me? I know what I'm doing, and any other technician worth his salt is gonna tell 'em the same thing. Why do I have to stand there and argue with a customer about what I know is the right thing to do?"
Well, I don't have to tell you that anytime things have degenerated into a shouting match, you've got a real uphill battle on your hands. And the problem probably started well before the final confrontation. This guy, plain and simple, had a bad attitude. He looks at the customer as an adversary- somebody he's gotta give bad news to and pull money out of.
If you show up at a job, give the system a once-over, and start thinking: "what a pain in the butt it's gonna be to straighten out this mess"- well, whether you say anything or not, your actions can communicate a negative attitude. Throwing a tool down in frustration, cursing a stuck motor, getting on the phone back to the shop and saying {sarcastically}: "Hey, thanks a lot for sending me out on this call... Man, this thing is a disaster. Why didn't you just send me out with some dynamite so I can blow this thing up?"
Well, we've all been tempted to say things like that from time to time. But, you know, everybody has frustrations and challenges in their day-to-day jobs, no matter what they do; and we're no exception. We always have to keep in mind that the customer always has the final decision. If customers aren't writing checks to our company, then the company isn't gonna be writing checks to us for very long.
Bottom line is: the Champion Technician knows how to take a breath, roll up the sleeves, and approach a difficult situation as a challenge. And, hey, most service calls are pretty cut-and-dry. Simple solution, in and out, happy customer. It's how to deal with the tough problems that separates success from mediocrity.
END OF SAMPLE