Don’t Be A Hero

I missed the Hall heat check story on Oct. 29 [“Sears Service Deal Makes a Good Impression”], so I had to go back and read it after I saw the Nov. 26 “Feedback” notes. Guys, you are missing the point.

A technician’s job is to satisfy the customer. He did, but in the wrong vein. You (or the tech) can be as technically proficient as you want, but that doesn’t mean the customer will be happy. Our heating system “operation and safety check” (not clean and check) does not include a cleaning. We charge extra to clean out a heat exchanger or blower wheel (you don’t have to pull the blower to see [if it needs cleaning]). From Alex’s [Walter, “More For His Money”] and Rhett’s [Schaller, “Don’t Rush The Job”] comments, they were having a cow about “not doing it right.” I was having a cow about the “I’m paid by the hour, not by the job” comment, which translates to “I hope the boss goes broke.” Good thing he is working for Sears, grinding out loss leaders. He gained the admiration of a “low price” customer, which you can have.

The technical points: Most blower motors are permanently lubricated; a rusted heat exchanger needs to be tested (we include that); and, depending on age, a replacement price should be given so the homeowner can have the choice to replace it. Here in a/c country, heat rise tells us of dirty evaporator coils, too.

Craftsmanship is a great virtue, but we need better businessmen as owners in this industry. Seems instead that everyone is trying to be a hero of either low price or technical proficiency.

Ryan McLean, Operations Manager, Shafer Services, Inc., San Antonio, TX