The Role of Technicians Sparks Debate

September 13, 2000
/ Print / Reprints /
ShareMore
/ Text Size+
CHICAGO, IL — A few days after Willis Carrier invented air conditioning, an argument surely arose over whether or not the person servicing the new invention should also sell sure-to-follow upgrades.

Now, decades later, the battle over the proper role of the technician goes on. During the most recent quarterly convention of Contractor Success Group, two debaters donned football garb and, with a referee standing by, offered some new twists on the “tech as salesperson” issue.

Tom Wittman of CSG said, “Every technician has the capability of evaluating every system they touch and offer the replacement option. They have to have the capability to offer those options.”

Don Haney of Steel City, Birmingham, AL, said, “Selling is not the job of the technician. It is the job of those specially trained for that role: the comfort advisor. The quarterback doesn’t play a tight end position. It is a team effort.”

Wittman responded that a technician needs to think beyond the three questions asked by a customer: Is it broken? Can it be fixed? What will it cost? Technicians need to consider, he said, the life expectancy of the equipment and whether or not a new piece of equipment would be a better choice.

He said the employer needs to let the technician “feel good about offering options. This is not high pressure.”

Haney countered by saying a company should “develop a service program that analyzes people and where their strengths are.” He suggested that contractors “integrate home comfort advisors into the service departments.”

Publication date: 09/18/2000

Did you enjoy this article? Click here to subscribe to The NEWS Magazine

Recent Articles by Peter Powell

You must login or register in order to post a comment.

Multimedia

Videos

Image Galleries

2014 MCAA Annual Convention

Scenes from the 2014 MCAA Annual Convention in Scottsdale, Ariz.

Podcasts

NEWSmakers: Julian Scadden

Training is an ongoing process. Julian will discuss how you can generate maximum return on time and energy invested training by following a three part process. Listen to this podcast to get expert tips on training, tracking and follow up. 

More Podcasts

THE MAGAZINE

ACHRNEWS

NEWS 04-21-14 cover

2014 April 21

Check out the weekly edition of The NEWS today!

Table Of Contents Subscribe

SERVICE CALLS POLL

Which statement on service calls best applies to your business?
View Results Poll Archive

HVACR INDUSTRY STORE

plumbing-hvac.gif
2014 National Plumbing & HVAC Estimator

Every plumbing and HVAC estimator can use the cost estimates in this practical manual!

More Products

Clear Seas Research

 

Clear Seas ResearchWith access to over one million professionals and more than 60 industry-specific publications, Clear Seas Research offers relevant insights from those who know your industry best. Let us customize a market research solution that exceeds your marketing goals.

DON'T MISS A THING

Magazine image
 
Register today for complete access to ACHRNews.com. Get full access to the latest features, Extra Edition, and more.

STAY CONNECTED

facebook icontwitter iconyoutube iconLinkedIn i con