Protecting Your Customers’ Indoor Air Quality Is More Important Than Ever
Providing this important service can be key to building long-term loyalty
As a seasoned HVAC professional, you care about air. Sounds obvious, I know, but indoor air quality (IAQ) is actually one of your biggest priorities. From seasonal maintenance to a system upgrade, your business is actually centered around providing the best indoor air experience, with quality at the core. Considering how important clean air is to health and comfort, it’s even more critical for you to be a protective agent of IAQ to ensure homeowners feel confident in their HVAC system, knowing it is delivering the cleanest, best air possible year-round.
WHY INDOOR AIR QUALITY MATTERS
These days, when the Environmental Protection Agency says that IAQ can be two to five times worse than that of outdoor air, your job is more important than ever. Many consumers suffer from allergies, asthma, and other respiratory disorders that can become dangerous if their indoor air isn’t managed smartly. While everyone knows smoking pollutes the air with toxic carcinogens, everyday living also creates unwanted odors and pollutes the air - like cooking, owning pets and accumulation of household dusts. And that leads straight to the need for high-quality ventilation, filtration and home air purification systems.
WHAT ABOUT PORTABLE AIR FILTERS?
Unfortunately, consumers are often tempted by the alluring claims made on home shopping shows and various websites about the “wonders” of inexpensive free-standing air filters and air purifiers. As an HVAC pro, you know the truth. Those devices can’t deliver the whole-home air cleaning, comfort, and purification your customers need. Not only that, but most homes would need five, or more of these units to cover the entire home. Think about multiplying that “low cost” five or more times. And even then, the free-standing DIY solution still won’t provide the level of protection homeowners need.
The true value is in a whole-home filter or air cleaner. Standard air cleaners have filters that are very dense, so they stop the dust by trapping it in a slightly porous filter. The fewer the pores, the more dust it can trap. However, this not only stops the dust and dirt, but it also stops the air from moving as well. So, the homeowner may not be as comfortable, and in reality, less air is actually cleaned efficiently. This is what we call a pressure drop. However, upgrading your customer’s system to include something like the Trane CleanEffects™ Air Cleaner, you will be able to guarantee the lowest pressure drop with the highest efficiency possible.
This might seem super technical, but it’s actually very important for you to take the time to educate your customers on these differences and help them understand what product will meet their need, how it works, and what value they will receive for their investment. A little of your time and your professional knowledge will pay off for you and your customer when they understand the value investment is in purchasing the whole home IAQ solution that works with their HVAC system.
LISTEN TO YOUR CUSTOMERS’ NEEDS
Each customer has a unique set of issues to solve and goals to achieve in their quest for ideal home comfort. It’s important to ask about their challenges and listen carefully, as their replies will help you direct them to solutions to solve their problems and their calm fears about poor IAQ.
While some customers have allergies and asthma issues to deal with, others smoke. And we’re all sensitive to odors, right? On top of that, none of us want to be exposed to dust mites, pet dander, mold, or pollen. This is where a whole-home air purification system is key.
Particles like dust, smoke and bacteria are often .3 microns or less. At that size, allergens can get deep into your lungs because they aren’t filtered well by your nose and throat. An effective air cleaner, such as Trane CleanEffects™, can reduce the presence of potential asthma and allergy attack triggers in your home, like dust, pollen, pet hair and dander, dust mites, mildew, lint, fungus, most tobacco smoke, cooking grease, and even bacteria. Not to forget this system has also been certified asthma & allergy friendly® by the Asthma and Allergy Foundation of America.
EXPLAIN THE CLEAR AIR DELIVERY RATE
When you talk to customers about the best way to improve their home’s IAQ, especially when the tool you’re recommending will be a somewhat sizable investment, they often want to hear about test results. Rightly so! This is a great time to explain the Clean Air Delivery Rate (CADR). The CADR of an air filter is a standard recognized industry-wide. That not only measures efficiency, but measures actual effectiveness over time at reducing smoke, dust, and pollen particles between the range of 0.10 to 11 micron.
IAQ: THE PERFECT UPSELL AND CUSTOMER LOYALTY TOOL
What your customers really want, and need is to hear your expertise about how a whole-home air system can help protect their comfort and quality of life. Most consumers know little to nothing about HVAC technology. By listening to their needs, then explaining the different benefits available, you can build your business and create a devoted customer base.
To ensure you win a customer for life, keep your name front and center. Reach out to them on a regular basis. Send them emails with informative articles on IAQ, seasonal issues, tips and tricks, and a reminder to schedule their annual maintenance service—with each email accompanied by a special discount.
Result: You become their trusted HVAC partner of choice for years to come. Because when a customer feels like you’re the one who solved their problems, you’re the one they’ll call again and again.
When you care about air, promoting IAQ is not just an upsell—it’s your life.
By Jay Ayers, IAQ Specialist for Trane Residential