Q&A - Why Didn't You Notice it Last Time? - Short #210 · HVAC School - For Techs, By Techs summary

Key takeaways

Issues with HVAC systems can be complex, and it’s not uncommon for symptoms to remain unnoticed during previous assessments.
Effective communication is key. Focus conversations on problem-solving and understanding client goals rather than placing blame.
Honesty is crucial, and technicians need to be aware of their communication choices when discussing issues with clients.
Employing a standard way of addressing customer queries can help reduce discomfort and foster better client relationships.

Summary

Addressing Customer Concerns About Previous Service

In this episode, Brian tackles a common concern voiced by customers: why wasn't an issue noted during previous visits? He emphasizes that issues related to air conditioning and home comfort are often complex and not always apparent right away. Similar to how medical professionals may have different opinions based on separate evaluations, the HVAC industry deals with symptoms rather than definitive tests that provide a complete picture. Brian encourages technicians to focus on solutions rather than blame, asking customers about their goals and the results they hope to achieve instead.

Communicating Effectively with Clients

Brian highlights the importance of clear communication when dealing with customer questions that might imply blame towards previous technicians. He urges technicians to frame conversations in a way that concentrates on problem-solving rather than pointing fingers. By adopting a standard response technique, technicians can ensure they don’t shy away from having important discussions. This should include exploring the client's willingness to resolve issues and outlining potential next steps.

Maintaining Honesty and Transparency

The conversation expands to the necessity of being honest about the nature of problems encountered, as well as understanding the technicians' role in addressing previous work. Brian underscores the need for technicians to be aware of their choices of words when conversing with clients to avoid misunderstandings. He insists that honesty should not compel technicians to feel obliged to find blame, and encourages them to keep discussions factual and positive.

Show notes

In this short Q&A podcast episode, Bryan answers Edward's question about how to deal with customers who ask, "Why didn't you notice it last time?"

There isn't an easy answer to that question. The truth is that air conditioning and home health and comfort issues are complicated, and it's entirely possible that an issue simply went unnoticed (or the symptoms simply weren't apparent yet). The HVAC industry doesn't have a standard slate of tests that can give a comprehensive view of everything that's wrong with a system all at once. It's similar to how a doctor can offer a second opinion that differs from the first doctor you saw.

You have to determine whether the customer wants to place blame or solve the problem when they ask, "Why didn't you notice it last time?" Sometimes, we need to dig deeper to find the root of the problem. We can offer advanced diagnostics and be honest about what that will entail (including pricing), though it's natural for customers to be apprehensive about being sold options. However, we don't want to avoid pursuing solutions either.

There are ways to talk about previous sloppy or incomplete work without placing blame on another technician. The immediate problem is what requires attention, not the last person who worked on the system. Ask the customer to state their goals and the results they want to see, and you can forge a path ahead.

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Q&A - Why Didn't You Notice it Last Time? - Short #210