We use cookies to provide you with a better experience. By continuing to browse the site you are agreeing to our use of cookies in accordance with our Cookie Policy.
Sometimes, we do whatever’s necessary to get the heat back on before pipes freeze, so long as it meets code. I call this the “bubblegum and duct tape” mindset. It’s easy to get so caught up in the mid-winter chaos that we forget we should be doing more than just fixing emergency issues.
Luckily, with a little effort, we can use the heating season to ensure that the balance sheet doesn’t dip into the red in the coming shoulder season. Heating technicians should be taking notes on each call, recording what the system needs beyond what’s required immediately.
When our techs respond to a no-heat call, they fix the glaring issue as quickly as possible. After that’s taken care of, they hang around for a little while to ensure the appliance remains on. During that time, they observe every component of the heating system.
We make a list and photo document all the components needing attention or items that will need attention in the near future. These are items that won’t affect the system’s ability to provide heat over the next three or four months and may include an old circulator, a leaking valve, etc.
The next few steps are important. If the owner or property manager is present, we physically show them the items causing concern and review with them the repercussions of not performing the repairs in a timely manner. We let them know we strongly recommend fixing the issues in the spring.
Next, we write these action items on a giant whiteboard in the office and in our computer files under that client’s name. Finally, when the client receives an invoice for the emergency call, it includes the same items that were written on the whiteboard. If the issues are detrimental to the system, we provide a written report. We do this because, unfortunately, we need to reduce the company’s exposure to risk in the event a major failure occurs.
Even though the whiteboard method feels very “analogue” in this digital world, we like it because we all see the whiteboard every day. I know that if you’re a residential contractor, you may simply have too many customers to put on a whiteboard. If you’re not already taking to-do notes on every emergency call you receive, I strongly recommend modifying this approach to fit your company.
We take all these steps to ensure the customer can’t accuse us of not informing them of nonemergency items and ensure a steady stream of work in the spring. More importantly, informing customers months before a repair is needed helps them budget for the job. It’s a type of soft sell, but you’re helping them avoid yet another emergency call next winter. It’s just good communication.
By remaining proactive and communicating, you keep your customers’ best interests in mind and help your technicians maintain their sanity next heating season.