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Conversations HVAC Contractors Need to Have with Clients

Updated November 3, 2020

Residential and commercial customers in the United States spent 10% of the country’s energy consumption in 2019 on their heating and cooling needs. As an HVAC contractor, you have an opportunity to provide this necessary service in a thoughtful way to make your customer’s life easier. A great way to do this is to have a list of HVAC questions and answers for your customers.

The average customer doesn’t necessarily understand the importance and benefits of HVAC care, products, and IAQ upgrades. That’s where you, the HVAC expert, come in. When you have the conversations that clients need, you start building trust. This series of HVAC questions and answers improve your ability to help your customers and increase the chance of converting sales. Here are some of the most important conversations you should discuss with customers.

1. Financing

After about 10 to 15 years, most residential HVAC customers should start considering purchasing a new system. This cuts down on the frequency of repairs and lowers their HVAC costs in the long-term. They might also be in the market for specific indoor air quality system upgrades for better long-term health effects and cleaner air. 

However, in the short-term, customers might be hesitant to invest in a new system. One of the main reasons for this: up-front costs and budget concerns. That’s where financing comes in. Make sure that you’re able to discuss the details of any in-house financing plans that you offer or know which ones they can apply for on their phone in the moment. Paypal’s virtual line of credit takes minutes to apply for and just as long for immediate on-the-spot approval. This is particularly helpful to suggest for HVAC emergency work.

Alternatively, you can also work with manufacturers and distributors on credit lines to offer customers. If your business does offer its own plans, make sure these are easily marketed to customers. When it comes to pricing and getting quotes on HVAC work, clients want the numbers available and ready to compare. Offering financing or different competitive financing plans provides more options which potential customers will appreciate.

2. Maintenance

Without question, proper HVAC maintenance is a huge piece of the puzzle. Whether working with a new customer or a client you’ve had in the past, as the contractor, you can help by starting a conversation about preventative maintenance and developing a plan with them. Some great points to cover include:

  • Seasonal system checks
  • Check the coils
  • Air duct cleaning
  • HVAC inspection
  • Changing air filters
  • Thermostat maintenance
  • Testing temperatures 
  • Testing output

Properly maintaining an HVAC system lowers the failure risk by 95% and also reduces energy bills. Make sure you’re prepared to explain in dollars what kind of cost savings your customers could appreciate thanks to regular or seasonal maintenance. Customers’ bills often skyrocket in the summertime and throughout the colder months, so it’s essential to let customers know the potential savings they can experience. 

Also inform them about the eco-friendly benefits of preventative maintenance as well. Maintenance helps your system run cleaner, which lowers emissions output, along with carbon footprint.

3. Benefits of Energy Efficiency

Today’s consumers should know about the eco-friendly benefits and possibilities of modern HVAC systems and products, such as:: 

  • Smart thermostats
  • Solar-powered energy
  • Energy-saving climate zones
  • Indoor air quality monitor
  • Integration with home automation systems

Whether your customer is eco-conscious or just wants to save money on their utility bills, this is a win-win if you present the information to them the right way. You stand a better chance of getting sales when you can educate and inspire them to upgrade.

4. Indoor Air Quality

Now more than ever, clients are concerned about the quality of the air they breathe. Anyone who watches the news likely understands the benefits of improving IAQ. From preventing airborne transmitted diseases to outdoor air pollutants–air quality is top-of-mind. Now is the time to address these concerns and be both the IAQ product expert and installer.  

With the amount of time spent indoors, it’s important to improve air quality as much as possible. If your customers have poor air quality, they’ll be more likely to experience respiratory problems, skin issues and illness.

Teach your customers about indoor air quality and what role your business, your products and services can play in improving it. If you notice they have a single room purifier, start a conversation about why they have it. Tell them about whole-home dual active air purifiers and why whole-home systems are better. You can do the same thing if you notice room humidifiers or dehumidifiers–there are whole-home alternatives for that.  

Let clients know indoor air quality monitors are available to install in their homes to help identify the types and sources of their home’s pollutants and provide real-time information about indoor air quality levels. When changing air filters–educate them on why they should upgrade to MERV-13 (or better) air filters to improve air quality and trap more harmful pollutants. IAQ products and solutions are trending right now. It’s a great way to market your HVAC business and expertise, differentiate from your competitors and grow your business with profitable services. 

5. Potential Tax Credits

Many customers aren’t aware that they’re eligible for tax breaks. Tell your customers all about the renewable energy tax credits and how it can save them money. Let them know the standards for these rebates to make sure they’re eligible. If your customers are in the market for a new air conditioner, they’ll be more likely to upgrade to an eco-friendly model that meets the standards for the rebate. These systems can save your customers 30% per month in energy expenditures, in addition to the tax rebate. 

The federal government rolls out these rebates every year, so make sure you’re up to date on the terms. That way, you can let your customers know how much money they’re entitled to. Everyone enjoys a break on their taxes, so take the time to communicate this effectively.

Need Help?

These HVAC conversations can be critical to your company’s success. Consumers today have loads of options, so you must learn how to relate and communicate with them in person, over the phone and on your website.  

Ken Grubbs

Ken Grubbs

Founder and managing director of KGG with over four decades of experience in the HVAC industry and two decades as KGG’s director. Ken is well-versed in the HVAC and IAQ world. He is passionate about the future of the HVAC industry and the role indoor air quality can play in health and wellness. Leading HVAC manufacturer sales ⤑

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