Selling HVAC Replacement Systems: Tips for Techs

As a service technician, do you often find yourself having to talk to customers about HVAC replacement systems?

Not every HVAC service company has dedicated sales people. If you’re a tech working for a smaller service provider, you are going to find yourself helping with sales. Especially when you discover a failed system that needs replacement.

(Even if your company does have salespeople, technicians can gather important information from the customer that can help sales staff make appropriate recommendations.)

Here’s what you need to ask your customers to help you make the right recommendation, and help the customer get an HVAC replacement system that meets their needs.

How to help customers choose the right HVAC replacement system

There’s a lot that goes into deciding on the right HVAC replacement system for your customer. You can’t simply recommend a newer version of the old system. Here’s why:

• The old system may have been a poor choice when it was installed (especially if it was chosen by a builder who wasn’t an HVAC expert).
• The load requirements and usage of the space may have changed since the old system was installed.
• There’s newer and better technology now that may be a better match for the customer’s needs.

Obviously you’re going to do a load requirement calculation to determine the capacity needed for the new system. But there’s more you need to know. Gather the following information and use the answers to help you recommend what your customer really wants and needs.

How has the space and its usage changed since the last system was installed?

If the space has undergone a renovation, and/or the space is now being used for a different purpose, there’s a very good chance that the load requirements for heating and cooling have changed.

If it’s a home that’s been renovated to make it an open plan, the original ductwork and supply registers might be in the wrong places. And if the space now has cathedral ceilings, there’s more space to heat and cool.

Here in the city, we run into this issue frequently with commercial spaces. When a new tenant leases a space, it will be reconfigured to meet the requirements of the new business, which might be very different from the last tenant. For example, a restaurant has very different heating and cooling needs than an office. Also, the occupancy numbers may also be very different, which also changes the load requirements and impacts the choice of an HVAC replacement system.

Tell me about the comfort issues you were experiencing prior to the breakdown.

In many cases, heating and air conditioning systems will decline in performance as they age, and especially if maintenance was neglected. So it’s likely that the customer was getting increasingly unhappy well before this final incident.

So what issues did they notice? For example, was there a particular area that was always too warm or cold? Was the equipment too noisy? Was the space too humid? 

The answer to this question can really help you understand the customer’s needs and priorities. That puts you in a better position to recommend a new system that will check all the boxes.

Have you noticed a jump in your utility bills?

HVAC equipment (especially air conditioners) tends to lose efficiency as it ages, and can experience problems that cause it to run too frequently. That can lead to a noticeable increase in the customer’s energy bills.

Energy-conscious customers are not going to be pleased about that! Whether they want to save money, save the planet, or both, you can help by recommending energy-efficient HVAC replacement equipment.  

However, be sure to be transparent about the cost/benefit analysis. It can take years for the added cost of a higher-efficiency system to pay for itself. But in the long run, the customer can save significant money while doing their part to care for the planet.

Learn more> HVAC Energy Efficiency: 6 Ways to Help Customers Save Money

Do you have concerns about air quality?

Air quality can be a big concern in the city. Smog, pollution from vehicles, and tightly-sealed buildings can lead to high levels of airborne contaminants that impact people’s health. And since Covid came along, now there’s increased concern about spreading viruses, bacteria and even mold through indoor air. 

Your customers trust you to help them optimize the temperature and humidity of the air in their space. They see you as the experts on air (which you certainly are!). But they may not realize you can help with other aspects of indoor air quality. You can recommend different solutions for air purification and filtration that can bring peace of mind and make spaces safer and healthier for your customers.

More sales help for HVAC technicians

If you’re a technician who is also involved in selling to customers, here are a couple of articles you may find helpful:

How to Prove the Value of HVAC Maintenance Service

Sales Psychology for HVAC & Refrigeration

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.