Key Takeaways
- Education is Foundation: Master electrical, refrigeration, and gas basics before advancing – continuous learning keeps you competitive
- Respect All Roles: Understanding what dispatchers, techs, and office staff face daily improves communication and productivity
- Customer Relations Drive Success: Genuine human interaction and technical competence create loyal customers and steady revenue
- Give Before You Take: Build goodwill through extra efforts before asking for raises or favors – track your contributions
Playing the HVAC Game: Your Blueprint for Industry Success
How does one become successful in the heating, ventilation, air conditioning and refrigeration trade? Well, the same way one is successful within any game. Whether we’re talking sports, board games, or poker, there are rules that need to be followed, education that needs to take place, and a strong competitive nature that needs to be applied. Playing the game like a champion will ensure success and a relatively less stressful existence operating within it.
Let’s break down the winning strategy into three major categories that define your HVAC career trajectory.
1. Service and Install: Building Your Technical Foundation
The key to success in this portion of the game is education. Early education and base knowledge is needed to advance – without a strong base there is no foundation. Learn the basics of electrical, refrigeration and gas, then build on it as time passes.
Don’t let your ego stand in the way of picking up a manual or calling tech support. Too many technicians fall into this trap, thinking they should know everything. The reality? Even veterans need refreshers, especially with today’s rapidly evolving technology.
Speaking of technology – don’t turn a blind eye when it comes to the advancement of tools and equipment. One day, your boss might say to you, “Can you go load some updated firmware onto the control board for Mr. Jones?” If “What’s firmware?” is your answer, your day will probably not go without some hair pulling. Whether it’s mastering BMS interfaces or understanding complex network architectures, staying current with technology is non-negotiable.
The moral here? Don’t get stale. The HVAC industry rewards those who embrace continuous learning.
2. Peers Within Your Company: The Team Dynamic
It doesn’t matter what role you play – apprentice, owner, dispatcher, service manager – we all have one thing in common: we are all human beings and we all have a job to do.
Understanding the Dispatcher’s World
When your dispatcher is sending you on a call, presuming they are just trying to do their job, put yourself in their shoes for a minute. You need to look after you, but they need to look after all the customers, all the techs, and take slack from both ends. This is not a job I would want to have.
Supporting Field Technicians
Dispatchers and office staff, listen up – same goes. A technician is out there alone, maybe in extreme heat or cold, hungry, tired, and perhaps tackling some new technology that includes a 50-page manual. They might be troubleshooting complex heat pump reversing valve issues or dealing with an angry customer while trying to diagnose a problem.
Attempting to understand the roles that one another play will allow for better communication on a day to day basis. Good communication leads to good production.
The Art of Negotiation
Techs, you work hard and sometimes you feel you deserve more from your company. Some owners are not very receptive to this, and sometimes you need to ask for it. But here’s the kicker – don’t do it without building a strong case first.
Quid pro quo (something for something). Stack up unanswered favors:
- A late call here
- An extra on-call shift there
- Weekend emergencies handled without complaint
I keep these in my back pocket and will use them if and when needed. For example, I remember a few years back… It was Sunday morning, I decided to take my three boys to the park. My phone rang, and I spent my whole time on calls with the customer, my company owner, and the apprentice on call. I don’t mind helping, but that stuff can be frustrating and can be taken for granted.
Just remember this concept also works in reverse – some owners are fantastic, they give without receiving. The game of understanding roles, respecting them, and knowing you must give before you take is very important.
3. Customer Relations: The Revenue Engine
This is crucial. If the customer is happy and consistently so, money continues to flow. If money is good, everyone is in their glory. Learning how to interact with customers is essential to success within the industry.
Technical Excellence First
First and foremost, safe, working equipment at a fair price is key. This is where education and base knowledge comes full circle – without it, you can’t provide value. Whether you’re calculating proper heat loads for equipment sizing or ensuring optimal indoor air quality, technical competence builds customer trust.
The Human Touch
I have witnessed some outfits, mostly in the residential market, train their employees to work off a script like robots. Customers are smart – they can see through the B.S.
Approach customers as human beings. Compliment them genuinely:
- “That’s a cool picture on the wall”
- “Dinner smells delicious, what is it?”
- “The landscaper did an awesome job on your rock wall”
Those of you in commercial or industrial may have to get a little more creative. Maybe comment on the efficiency of their operation or the cleanliness of their mechanical room. This shows positivity, and we all know positivity is addictive – it helps create rapport that leads to long-term relationships.
Building strong customer relationships isn’t just about technical skills – it’s about presenting yourself as a trusted advisor. Property.com’s ‘Know Before You Go‘ tool gives you instant insights into homeowners’ property details and potential HVAC needs before you even knock on the door. This preparation helps you have more informed conversations and build trust from the first interaction. Learn how Property.com helps HVAC pros convert more service calls into loyal customers.
Mastering the Game
The game of HVAC has rules – follow them and your HVAC life will be a lot more fulfilling. Sometimes the rules however need to be bent. Knowing when and how much is something you will need to figure out on your own. This comes with experience, mentorship, and paying attention to what works in different situations.
Success in HVAC isn’t just about technical skills or sales ability – it’s about playing all aspects of the game well. Master your craft, respect your team, serve your customers with excellence, and you’ll find yourself winning consistently in this challenging but rewarding industry.
