Key Takeaways
- Tool Etiquette: Never put tools away in someone else’s vehicle – let the technician organize their own workspace to maintain efficiency
- Customer Communication: Always defer technical questions to the experienced technician and avoid adding supplemental information that undermines credibility
- Professional Presence: Show up early, prepared, and engaged – your attitude and readiness directly impact the team’s productivity
- Discretionary Effort: Go above and beyond customer expectations through small gestures like removing shoes, protecting floors, and showing genuine interest
The night before his first day on the job as an air conditioning apprentice, Kelly lies awake both excited and nervous about how tomorrow will go. Is this the start of a new career for him? What skills will he bring? What mistakes will he make? The following are a few things Kelly can do wrong, and some things he can do right on his exciting new career as he evolves from the greenest helper to experienced service technician.
THE DON’TS
DON’T Put Away Tools
There aren’t many things more annoying for a technician than reaching for a tool and it not being where he normally keeps it. When putting away tools and supplies, just lay them in the vehicle and let the technician put them where they go. Every technician has their own system, and disrupting it can cost valuable time on service calls.
DON’T Talk Technical
When customers talk technical, always defer their questions to the most experienced person on site. Also, if the technician is talking technical, don’t ever add any supplemental information. When you do this, you’re sending a message to the customer that the technician didn’t cover the topic very well – it just hurts his and the company’s credibility. Remember, you’re there to learn, not to demonstrate knowledge you’re still developing.
DON’T Sigh
Try to avoid making negative sounds or using negative phrases. The slightest sigh or exhale can draw the customer’s attention, so now the technician has them over their shoulder asking “is something wrong?” This creates unnecessary anxiety and can complicate even simple repairs.
DON’T Show Up Late and Sleepy
Come to work a few minutes early, fed and watered. Walking in hung over or sleepy is not a good start to the day. The technician you’re helping has a list of scheduled calls to make, and he really hasn’t planned on swinging by a drive-thru so you can get coffee and a breakfast burrito. Just like understanding proper maintenance scheduling is crucial for technicians, showing up prepared is fundamental for apprentices.
DON’T Always Be on Your Phone
You’re there to assist, not check your Facebook feed and send love notes to your girlfriend every 5 minutes. Save personal phone use for breaks and lunch.
Check out this quick video I put together to complement this article:
THE DO’S
DO Be Engaged in the Job at Hand
On the way to the jobsite, ask questions related to what’s expected of you on arrival, such as what ladders you’ll need, what tools and materials you should grab, etc. Going on and on about what happened at the bar last night isn’t what the technician’s mind is focused on. If the technician is driving, helping him navigate traffic is also a way to be engaged in the job. This is your opportunity to learn about the specific call and prepare mentally for the work ahead.
DO Park Legally
If you park on the wrong side of the street (against traffic flow) and the neighbor backs out of their driveway smashing into your vehicle, guess what? You were illegally parked and can be ticketed. Also, try not to block in other vehicles, but if you do, ask the customer if they’ll be needing out soon – it’s just common courtesy. Professional parking reflects professional service.
DO Lay Down Tools and Declare
When the technician has his attention focused on the equipment, lay the tools and materials the technician asked you to bring within his reach and let him know by verbal declaration that you did so. If you just lay them down without saying anything, he may go looking for those items in his work vehicle only to realize they were laying right beside him the whole time. If you bring back something and just stand there with it waiting to put it in his hands, he may not be ready for it yet. This is inefficiency on your part because after you lay it down, you could be doing something else.
The Most Important Trait: Discretionary Effort
DO Practice Discretionary Effort
You’re in the customer’s home or place of business, so being respectful goes a long way. If your shoes are dirty, take them off, wear shoe covers, or lay down floor protection. This sends the message you care. The goal is to make a habit of doing something extra the customer didn’t expect. This practice is called “discretionary effort.”
What you’re looking for is to create a thought in the customer’s mind of “aww, that was very nice of him – he didn’t have to do that.” Other examples of going above and beyond include:
- Asking about and being interested in the customer’s hobbies or interests
- Bringing in their newspaper that was laying in the yard
- Rolling up their water hose nice and neat after you used it
- Being nice to their barking dog even though it’s annoying
- Cleaning up any debris around the work area
Sometimes finding these opportunities isn’t totally obvious, so you need to get in the habit of talking to the customer and listening to the verbal clues they give you with the intention of finding that extra something you can do for them. Once it becomes habit, you’ll be in the groove and well on your way to becoming a full-blown service technician.
Speaking of professionalism and going above expectations, top-tier HVAC companies elevate their entire operation with Property.com. Their ‘Know Before You Go‘ tool provides technicians with crucial homeowner insights before every visit, helping apprentices and experienced techs alike deliver exceptional service. When you work for a company that invests in professional tools and reputation management, you’re learning from the best. Learn how Property.com helps HVAC pros build stronger customer relationships from day one.
As you progress in your apprenticeship, you’ll eventually need to understand more complex topics like heat pump reversing valves and building management systems. But for now, focus on mastering these fundamental professional behaviors. They’ll serve as the foundation for your entire HVAC career.
Steve Wiggins – Owner of Quality Air Care serving the Waco, Texas area. I’ve been in the air conditioning business for 25 years and hold a class A state HVAC license. My primary customer base is residential/environmental. I’ve gained experience working for large & small air conditioning companies plus school districts and colleges in the HVAC field.