How to Prove the Value of HVAC Maintenance Service

It can be challenging to help customers understand the value of HVAC maintenance. When the service is preventative in nature, customers may wonder if they really need it. That’s especially true when their equipment is on the newer side. If the system is in good condition, they may wonder why it needs to be maintained and if the service is worth the money. 

In the current economy, everyone is spending more than they used to and trying to figure out where they can cut costs. So you’re going to need to know how to prove the value of HVAC maintenance to your customers.

HVAC maintenance service: 5 ways to prove the value to your customers

It’s helpful to remember that your customers are not HVAC experts. For you, HVAC maintenance is a no-brainer and you know that skipping it is not a smart move. 

But to your customers, their HVAC system is usually out of sight and out of mind. And, most don’t even know what you’re doing to their system and how it helps them save money and avoid breakdowns. So taking the time to educate them in ways they can understand can make all the difference in keeping them committed to regular HVAC maintenance service.

1. Compare HVAC maintenance service with more familiar types of preventative maintenance

Even if they are not HVAC experts, the concept of preventive maintenance is not a new idea to most people. 

Try comparing HVAC maintenance service with other types of preventative service that they are more familiar with, such as automobile service. Most people would not drive their car for years without getting the oil changed, tires rotated, and brake pads replaced. HVAC maintenance is just as vital for heating and cooling equipment. To keep working reliably and avoid breaking down when it’s needed most, HVAC equipment needs cleaning, filters changed, worn parts replaced, and electrical connections and refrigerant levels checked.

You can also try comparing HVAC preventative maintenance with regular health checkups. Just like a yearly physical exam, HVAC maintenance is a chance to examine every part of the system and find small problems before they become big problems.

2. Show them exactly what you do in a maintenance visit

When you do a preventative maintenance visit, you show up and do your work in the mechanical room or wherever the equipment is located, and the customer rarely has any idea what you did. So it’s not surprising that they may wonder what they are getting for their money.

One strategy that can help is to give them a list of all the tasks you perform as part of their HVAC maintenance service. You might be including some of this on the work order, but handing them a detailed checklist can make it much more clear that you’re performing an essential service.

3. Show before and after photos

Sometimes a picture really is worth a thousand words. Try showing your customer what their equipment components—like filters and coils—look like BEFORE (covered in dust and grime) and AFTER (clean and clear) maintenance service.

That visual evidence makes it obvious why skipping maintenance is a bad idea.

4. Explain how neglect leads to breakdowns

While you’re showing the photos, you can elaborate on that evidence to explain exactly how equipment breakdowns result from a lack of attention to maintenance.

For example, when you show a picture of a dirty coil, explain how the coil can’t transfer heat as well when it’s coated in grime, so it doesn’t cool as effectively. And how the buildup can eventually lead to corrosion that makes holes and causes refrigerant leaks. 

Now the customer has a better understanding of why HVAC maintenance service is needed regularly, and how it helps them avoid bigger and more costly repairs.

IMPORTANT: When you’re explaining how things work, be careful to avoid using jargon. Always keep it brief and use language that the customer can understand.

5. Point out what else the customer is risking without maintenance

The truth is, neglecting your HVAC system can cause a lot of problems even beyond the cost of emergency repairs. Make sure your customer knows exactly what’s at stake:

• Lost business. When heating or air conditioning systems fail, businesses often have to close while they are being repaired because they can’t operate with no heat or AC. In a heat wave, it could take days for an emergency AC repair or weeks for a system replacement. That can result in a great deal of lost revenue.
• Energy costs. Neglected systems lose efficiency over time, which makes them run longer and use more electricity, driving up energy expenses.
• Health issues. Without regular cleaning of coils, filters, and ducts, indoor air quality can decline due to mold, VOCs and other contaminants. People with health issues may suffer worsening symptoms.
• Damage to the space. Neglected AC systems can sometimes lead to water leaks if drain pains and condensate lines get clogged with dust and debris. The cost to clean up water damage, or even to replace expensive finishes and furnishings, is much more than the cost of HVAC maintenance!

Communication is key for keeping HVAC maintenance customers

Make sure your preventative maintenance service is not “out of sight and out of mind.” Taking these steps to help customers understand the value will keep them coming back to you for years to come, as well as trusting you for their future equipment replacement needs. 

Here are some articles that can help you hone your communication skills with customers:

5 Customer Communication Tips for the HVAC Technician

What to Say to An Angry Customer

How to Deliver Bad News to Customers

HVACR Career Connect NY was created to promote the exceptional quality-of-life benefits of a career in HVAC and Refrigeration service, and also to provide a clear path for getting started in the profession. In doing so, we serve as a resource for employers in the New York City metro area to find and hire smart and capable new technicians. We also serve as an educational resource to support business growth and to help service technicians succeed in their chosen profession.