How Promoting a Holistic Approach to HVAC and Plumbing Services Earns More Business

Often, when HVAC and plumbing contractors are getting a call from business owners and managers, it is to report a problem. Something is broken. Something seems off. Of course, as skilled HVAC and plumbing contractors, identifying and fixing the problem is something you do. But to deepen the trust between yourself and the customer, going beyond “fixer” and rising to “advisor” is key.

Promoting a holistic approach to HVAC and plumbing asset management is one way to achieve advisor status.

So often customers are reactive to their HVAC and plumbing systems; they aren’t doing anything or considering anything proactive outside of, perhaps, changing a filter. While business owners understand the value of a dollar in-hand, they may not understand that the overall costs associated with reactive asset management is usually far more than a proactive, holistic approach. It is on the contractor to advise them of the many benefits of being proactive, especially with rising costs and climate change in mind.

Climate change considerations
In the HVAC industry, climate change is especially impactful. Not only will customers be turning their air conditioning on more often if temperatures heat up more, but commercial property owners will account for even more of a significant portion of energy consumption than they do now. Therefore, shifting toward more environmentally friendly solutions and practices will be even more important. Not only will environmentally friendly systems save business owners money over time, but they will also showcase the company’s commitment to societal responsibility.

Rising costs
Energy costs are escalating regardless of climate change. There are multiple contributing factors including supply chain shortages and backlogs on supplies, technician shortages and, as mentioned before, climate changes. Because HVAC and plumbing systems are becoming more expensive at the outset, it’s even more important to care for them in a way that extends their life. This will save businesses dollars over time.

Encouraging the holistic approach
One of the strongest arguments about taking a holistic asset management approach is the impact it has on equipment longevity. Well-maintained, energy-efficient, quality HVAC and plumbing systems last longer, period. This means fewer replacements over time, less waste, reduced environmental impact and more affordability over time.

HVAC technicians and plumbers can educate customers in the following ways:

Stay in touch with customers in-between appointments: Send marketing materials about the importance of maintenance in-between appointments. This keeps proactive maintenance top-of-mind.

Send reminder emails or calls when maintenance is due: Business operators have busy schedules and lots on their to-do lists. Take keeping track of HVAC and plumbing schedules off their list by sending reminders when system maintenance is due.

Educate on the spot: During appointments when you’ve been called to fix or replace something, take more time to educate the customer on why a holistic approach saves money over time and is more environmentally friendly.

Offer a wide range of environmentally friendly equipment: Check inventory and make sure you are utilizing the latest in green equipment and technology. Providing business owners with a few different options of systems that would all be a step up from standard is a good way to meet varied budgets.

Show the numbers: Conduct an energy audit of existing HVAC and plumbing systems. Then present the data that pinpoints potential energy savings or reduced operational costs achieved through both proper and regular maintenance and equipment upgrades. Consider also offering costs associated with equipment neglect to encourage better maintenance regardless of equipment type.

With rising costs and ample energy considerations, business owners should be working toward extending the life of their existing systems and investing in more environmentally friendly new systems when needed. But as contractors, it is on our shoulders to educate these clients about why this holistic approach makes the most sense. By educating and offering value in our work every step of the way, we can guide customers as they look toward a more proactive, climate-conscience future for HVAC and plumbing asset management.

Greg Wells is the president of MAX Service Group, which operates Williams Comfort Air and Mr. Plumber in central Indiana, Thomas & Galbraith Heating, Cooling & Plumbing in southwestern Ohio, Buckeye Heating, Cooling & Plumbing in greater Columbus, Ohio and Jarboe’s Heating, Cooling & Plumbing in greater Louisville, Kentucky.