Markus: Finding somebody you can trust is what it comes down to.
Markus: I was very impressed with your company. You’ve got some amazing, 200+ Five-star reviews on Google and other places as well… Best Picks, Angies List, A+ with the Better Business Bureau, so that’s fantastic. It’s interesting you say that because obviously reputation follows you, so the busy companies are slammed. I think we were talking earlier today, you had said that for just maintenance to get on the schedule right now, you’re booking into next month – just because you’re so slammed. So, that’s a good indicator.
David: Yes it is. As soon as we send out our reminders to our customer base, we ask them, “Hey, call us early because then you can pick a day to schedule your appointment that works for you and get in and have us in early.” That said, even if you have us in later in the season will work because having us out once a year is still having us out once a year. A year’s worth of operation accumulates a year’s worth of dirt and grime and it just needs to be cleaned. So, as long as you have us out once a year, we can still maintain the system.
Markus: That makes total sense. So, besides what we shared so far, are there any other little-known pitfalls or common mistakes that you see North Shore homeowners making on the road to keeping their homes cool all summer long?
David: I guess one other myth that we kind of run into from time to time is we’ll call a customer and say, “Hey, it’s time for your tune-up,” and they’ll say, “Well, I just had it installed a year ago. It’s only a year old. It’s new. Why do I have to clean it?” Well, the reality is – and I kind of mentioned this just a moment ago – a year’s worth of use is a year’s worth of use… It doesn’t matter how new or old the unit is, circulating air through your system for a year is going to build up the same amount of dirt and grime regardless of age.
Markus: That makes a lot of sense. It’s interesting you bring that up because it reminds me about this service where they come in and they’re going to clean out your venting system. I don’t know if it’s vacuumed or blown. I’ve never had it done myself. Is that something that is a good thing to do in your opinion? Or is it something that just causes more trouble down the road?
David: So, I think you’re referring to duct cleaning – cleaning the duct work.
Markus: Yes, that’s correct.
David: It’s a very good thing to do. It does not need to be done on an annual basis because, over time, the duct work will accumulate quite a bit of dust and dirt and debris, which just impedes the ability for your system to move all the air through your house that you want moving through there to keep you comfortable and keep the temperatures even. So, usually once every five years. You can go a little longer if you don’t have any pets in the house. Certainly, if after you’ve completed any major remodeling in the home where you’ve had drywall work done, or construction work done inside the house, those are good times to have the duct work cleaned.
Markus: Well, then I’m really due. We just remodeled the bathroom and I don’t think we’ve ever had the duct work cleaned out, so we’ll have to have you out to take care of that.
Can you give us an example of one of your customers or one of the outcomes of one of your service calls where you really helped them to really succeed in keeping things maintained in a way that extended the life of their unit and kept their house really cool all summer long?
David: Sure. It’s just a matter of keeping track of maintenance schedules and knowing which piece of equipment has been repaired or replaced because sometimes some homes just have one furnace, one air conditioner. Other homes can have multiple and our computer systems track which repairs have been done to which system so that we know maybe there’s a blower motor that we had to replace in a customer’s house several years ago and maybe it’s failed again, and because of our records, we know that component is still under a manufacturer’s warranty. The customer is not going to have to pay for a new motor. We’ll handle the warranty through the manufacturer. So, that will save them money and there’s no reason they have to pay for it when we can apply for the credit on the customer’s behalf of that failed component. There’s a lot of that work done as well.
Markus: That’s great. I’m sure your customers really appreciate that. Let’s face it. When you get things repaired, there’s a cost involved, so when you can save them that kind of money, that definitely builds up trust as well, so that’s great. What inspired you to become Chicago’s North Shore HVAC Service Leader?
David: Well, I just like helping people whenever I can, and sometimes help is just nothing more than a customer calling up and asking a couple questions about, “My system is doing this. Is that okay? Is it operating properly?” Yeah, if we can help them out with a phone call, fantastic. Sometimes a customer needs to change the batteries in a thermostat and they can’t do it or they’ve accidentally pulled it off the wall and it’s a minor repair and we’re in and out. There’s a lot of repair work where it’s smaller in nature. Not every repair job is big and expensive and has to be changing out a system. There’s certainly some of that that happens, but most of our repair work is just small and routine in nature and that’s fine. We don’t need to make tons of money on every job. Sometimes we’re in there and it’s something as simple as a circuit tripped or just a fuse burnt out and it’s a minor repair that costs next to nothing and that’s fine. Maybe sometime in the future there is a larger repair, then they’re happy to call us because we treated them fairly on the first go-around.