Callback On Recent Repair, and An Angry Customer!
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- čas přidán 7. 07. 2024
- In this video I return to a call where I had recently repaired the cooling to find another problem! #hvacguy #hvaclife #hvactechnician #airconditioner #hvac #hvactrainingvideos #furnace #heatpump #hvacinstall #hvactroubleshooting #controlboard @ruud
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Those golden retrievers are just so loving and people friendly.
It's probably thinking, "Ar you my friend? You're my friend, right? Riggght?"
Most of them are not all of them though
Most hunting breeds are like that. I had English pointers and they'd lick you to death. They just crave to be accepted!
I hate those outdoor package units. Moisture and humidity really takes its toll on them. Rust is not their friend.
@@BartlettTFDI've never seen one before. It seems like a bad idea??
A soft answer turns away wrath, but a harsh word stirs up anger. Well done!
AMEN
amen, so true
Proverbs 15
Amen
I was taught to my ACE skills with angry customers. Accuracy, Clarity and Empathy.
You have to always keep in mind. Just cause someone is coming across as angry, doesn't mean they're angry with you. They may be getting frustrated with a piece of equipment that is breaking down more than they think it should, and frankly money is tight for almost everyone. It's a source of stress. As you said, the lady apologized. As for the puppy, I'd much rather experience some love from a Golden than deal with an overly protective mongrel that's yapping non-stop the whole time your trying to think. As for the FedEx driver, he may have had a bad experince, not all pet owners are good owners.
Reminds me of the old joke. A guys says does your dog bite. Owner says no. Guy pets dog and gets bit. He says "I thought you said your dog doesn't bite". Owner says "he doesn't, that's not my dog" :)
Okay
@@scotts4125 My little girl is 12 yrs now. She's an 8 pound Maltese and Yorkie (Morkie). I learned to trust her judgment when she was one year old. It was 8am on a Saturday and for the second weekend in a row, two lads "Jehovas Witnesses" were knocking on the door. I politely told them the previous weekend, that I wasn't interested and I kept my pup inside, so I could shut the door and be done with it. Well, this weekend I decided to let my pup do her thing. She's such a loving pup. She wants to meet everyone and get petted and give love in return. My girl has a tendency to get over excited and sometimes she dribbles a bit. So I opened the door, and let her out for a meet & greet. Of the two lads, one immediately got down and showed her some love, while his partner kept to the script. Then eventually my pup started on the other, and he just totally ignored my pup and stuck to his script. But she was excited and bouncing up and down with her front paws on his knee and trying to get his attention, anyway a minute or so later she gave up and sat down on his foot waiting. I gave it a minute and realized he wasn't going to even pet her, he was just too into his script. So I called her back in and said good-bye and shut the door. I'm not sure why, but I stayed behind the door quietly listening for a moment. Then I heard this whiny voice complain "My Socks Wet". In twelve years, she's never been wrong. So far she's only filled one shoe. For the record, she got Bacon & Eggs for breakfast that morning.
Yep, all of us are stressed out because everything we buy is junk and we gotta fix it all the time or replace it all the time. At top dollar.
Wise man😊
At least the dog was glad to see you when you arrived. You are so right. Don’t lose your cool and always be kind. People may forget what you said or did, but they never forget how you made them feel. Likely they were mad at the situation and not you.
that's dealing with the public, I used to love being the guy who could fix the problem and make the customer happy. never take it personally!
Always keep it professional!Great Job!!!
The best way to handle the customer!!!
I was impressed that you had the right replacement board with you. Very smart.
He came back the next day with the board.
I've seen a lot of things but I've never seen a tech doing a troubleshooting call with a tung in his ear.
When someone is nasty it just costs a little more. Dealing with a bad attitude can be a expensive problem.
She was so apologetic until you gave her the bill for the New board.
I've been in similar situations where someone gets all hyped up, but the other person doesn't Calms things down pretty quick most times. If it ever gets to the point where you feel like you need to "fight back" it's time to leave the jobsite and cut your losses.
Well done Curtis, well now you have another happy customer 😉 Au
Curtis, you,re like me dogs love you :) But then again I return the favor LOL Well at least everyone there wasn't mad at you today :) People think if you repair one thing that the rest of the thing is automatically covered for life! You can't see into the future to tell what would blow up next
That's why you need a disclaimer in your invoice signed by your customer and be very clear about repair(s) performed to avoid conflict!
Especially renter's or negligent owners...🖖🤔✌️🙏☝️
Awe. HE loves you Curtis lol you should carry doggy treats in a seperate bag haha
Yeah, make sure it’s a Veto bag and make a video on how you pack it with dog treats, LOL!
had a rather friendly Staffordshire Bull Terrier, investigate my tool bag today for that exact thing. poor guy laid down on he floor with big sad eyes while i serviced his owner's photocopier
I carry a bag of dog ears in my van I love dogs they bring me such joy and customers love that I bring treats for their doggos
@@vnw06 photocopies don’t make cool or heat. 😂😂😂😂
@@caru3257they create lots of heat when people get upset
You are a class act Curtis - not many left that go the extra mile
Curtis, are you sure it wasn't the dog that called you faking the ladies voice. ❤
One of the first jobs I had as I was growing up was working deliveries after school with my cousin (who had the car and license to drive ahead of me) for a local florist. We found many homes with pets and seldom did we find dogs that made us uneasy and most people back then, late sixties early seventies, would put up signs or confined their dogs. I was more nervous with the little ones in the house.
lol
So sorry you had an angry customer! Always know you are the best and most honest HVAC guy out there! Still wish you were up here in Atlanta! Lol.
That dog would absolutely keep me from focusing on job. It was being so sweet!!
Very good 👍🏼 job and care of the customer.
Thanks 👍
Just smile and wave. Good job
Don’t pay attention people try to push their frustration in someone else.
GOD BLESS YOUR HANDS MEN 🙏🏻
I swear, those lizards wait for you to leave and then kamikaze themselves on a motherboard!
There may be some truth to that I work in Florida there are so many lizards down here they just can't wait to get behind that board and get fried I tried to cover the boards up with a non-conductive mesh wire
🤣🤣 I live and work in a close proximity to Curtis and yes, they are definitely waiting to ride the lightning!
I had three little frogs 🐸 that shorted out the control board.
And fried it. The owner asked me what were they doing there? I told her n playing leap frog. Crispy critters.
I found doing service work that most of the time the customer is not actually mad at the service person, just frustrated that there is an (sometimes ongoing) issue. Once told that I am there to try to remedy the situation or at least make it better, they usually apologize for ranting and are much happier as a customer and will work with me on a solution. If I can't fix or remedy the issue on the visit, I always let them know what I can do within the given parameters and what they can expect going forward. Sometimes dealing with warranty issues, manufactures, managers etc. can mean it takes awhile.
i’m glad my electric furnace doesn’t have a computer board. it was -20 no heat. i relplaced 3 sequencers myself for $30 and back up and running. you did good work.
Helicopter pup!
Another great video, thanks!
That’s why I left residental after 3 years got tired of dealing with customers a lot of them are nice people but I’m in commercial now and couldn’t be happier
Great job handling that call. It's sometimes hard to keep your composure when some people are unhappy!
I’m retired now but did HVAC for 25+ years. I had one time a few years ago where a homeowner said her dog (German Shepherd) was OK. When I came up the basement stairs, the dog came out of nowhere and grabbed me by the pant leg. Fortunately, the homeowner intervened before the dog actually bit me. Thereafter, if people didn’t confine their dog(s), I didn’t work on their equipment. The FedEx driver may have been bit or attacked by a dog in the past. Don’t criticize someone when you don’t know their story.
We had a few guys get bitten at my work , now all dogs need to be put away prior to entry. Some customers are offended when told the animals need to be put away . I had one customer tell me to leave and not come back ! She called to complain about me and our supervisor told her the same thing “ you want heat , then put your dogs away”! The majority of customers use common sense. One of our guys got pinned against a wall by 2 rodeshian ridgebacks dogs after he told the customer to put them away , he went down into the basement and she let them out and they got him when he came back up ! Lol. I guess she thought he would never come back up from the basement. She had a hard time getting the one dog to let his arm go . She was beating him with a broom and my buddy said “ get this dog off of me or I will get him off me !!! They ripped his arm up bad and she had the nerve to ask him while he was bleeding all over her floor , well are you going to fix the heat ? Lol. A police report , a phone call to a attorney, and 10 grand later , my buddy was happy with the outcome!
Nice job as always. I'm looking forward to the generator video. Thanks for making the video.
At least the dog was happy
😂
Yep, staying calm and cool usually works. I've only had a few times when the customer just kept berating me despite my efforts to correct the issue. It's one thing to be upset and angry, but when the insults start to fly, I usually let them know that I will not just be a doormat. Cussing and belittling are uncalled for in any situation. I calmly tell them that I will walk away from the job if they refuse to let me work to correct the issue in relative peace. It works in a small town because we all know each other as far as companies go. Cuss me too long and all will know about it. See how long it takes to get another company out. I was warned about certain individuals from other techs early on. People that don't pay or just act like idiots don't receive much help. I hate to be that way but sometimes enough is enough!
I really enjoy watching your videos you’re very knowledgeable😊
Had one crazy customer on Xmas eve that just didn't want to pay anything for a completed repair in a high end rich area. I told him I would call police for theft of services and then he did a 180 and payed and ended up giving me a bottle of Crown Royal??
Bi polar customer?
CR? Was the customer black?
No but had black face on for whatever reason?@@CobraR1993
Great job keep up the good work
Thats what I dont miss about doing calls in homes I only work on the streets now. I spent roughly 15 years doing jobs in homes and the things I saw would amaze people.
Work on the streets???? LOL
@@sprockkets lel, that came out wrong, on the transmission lines on the poles at the streets is what I meant haha.
I can only imagine.🤮
Good job
Excellent Video C. great T/S skill as always easy board swap not like the mini split you had the other day
Thanks 👍
I have dogs and cats wanting to help me on service calls. It’s pretty funny.
Cats are the best. Ornery but not all over the place like most dogs
Every few years we'd get a swarm of the little (we used to call em pinch bugs) insects that like to get into the contactors, right between the contacts and either prevent operation or burn the contactor points so that operation was intermittent. We'd get a cluster of calls when these critters went through town. Since the advent of pc boards in hvac equipment (I can remember back before this time) you'd get a call and replace a single inexpensive relay or contactor and be done. Now everything is on the pc control board and it's not field serviceable. Some of it's a good thing and some not so good. Heat pumps used to have all manual controls with a motorized timer, and relay to swith the reversing valve. Paragon must have took a real nosedive after pc boards were used. Even hard start kits have been modularized. Used to have a start relay with potential relay on units with tight compressors. Inverter motors instead of trying to use variable voltage to try and control ac motor speed for units where cooling was needed in dead of winter. So much has improved but some things still make me scratch my head. Those pc boards should have plug in relays at least.
Homeowners suck to put up with. Its always someone else fault they never maintained their equipment, and its my problem somehow when they have to pay the piper. I'm so happy i left residential. No more litter boxes and lying customers that they didn't touch it.
Better dog hair than spider webs! 😬
Here in Wisconsin we have problems with earwigs getting into the contactors. Causes them to get pitted up and stop contactor from working . Customers get mad because they find out they have a bug problem and it’s not covered under warranty.
i ALWAYS take a pic of the wiring on the old board before disconnecting anything. jic.
Service work is the same in any kind of business, I O/O's my own "Satellite business for over 30 yrs. and know exactly what you go thru same in any business when you are dealing with the public. there are all kinds of people. I once had a guy who shadowed me on an install telling me what he wanted here and what he wanted there, and I'm going to do it this way etc. this went on for about an hour., So I had one run of cable installed from one location, luckily had not iknstalled the dish yet. and I picked up my tools and smiled and said "you know what? I think you need to find yourself another Satellite dealer and got in my van an left. Sometimes you are not going to win with "Entitled " people and unfortunately there are too many of them now days. good job well done.thanks for sharing. ECF
Well done😊
Sweet well worth watching ✌️
It would be awesome to see a generator service call video!
Nice work Curtis.
Thanks!
Nice work. 👍👍
Better to be loving then barking all the time you are there lol
Good channel brother, keep it up 👍🏼
Great job Curtis job said grievous words stireth up anger gentle words turneth away wrath thanks for the video
A true gentleman!
At least, the dog wasn’t angry with you😂
Great diag and repair!
6:24 - Or, “Perfectly fine with a little puppy-love.” How cute!
Good stuff
If the t-stat is disconnected and you’re not in lockout, only reason the fan would be running is a bad relay, either on the board or external
Im very thankful I switched to controls.
As much as I hate to admit, we all get call-backs from time to time. It happens, sometimes issues run and hide when a tech shows up.
True . If a tech says “ I have never had a callback !” They are full of sh*t !! 🤣
It's common in are area that pets are be contained or no deliveries. They will just drive off if not .
You got a HVACR mascot now!!😂😂
Nice job 👍
We do electrical work, most people we see on our service work are really nice, but like this one you described, we get a mad one every now and then. If you’re nice to them, they usually chill out. At the end of the day, they need their stuff to work, and it’s an inconvenience when it doesn’t. I get bent out of shape when our hvac doesn’t work right, but I have a good friend that owns his own company to take good care of our stuff. By the way, some of those boards can get quite expensive, we have a Rheem split unit HP, the main board went out a couple of years ago, that was a little painful to buy.
I'm really surprised you found a board for that unit plus you that old it's getting to be really hard to find them I've had to have a few rebuilt or refurbished
I just randomly clicked on this video and saw Airpro. They did my install!
That’s one of them there “Helicopter Goldens”
Nice work
I have had grounded motor running none stopped specially inducer motors
Usually on carrier package units
Aw, that dog is so cute! lol
good stuff
Kindness always goes better .
Looks like the HVAC unit is playing a little game of "Can you fix it now? How about now?!" 😂🔧
The delivery driver doesn't know that a dog is friendly or not. I have mail carriers in the family that have been attacked. Loose dogs can be a problem. I worked for an REA for 3 years and encountered all types of dogs. Most were OK but not all.
Absolutely no reason for them to flip out and act like an asshole about it. They can find another job if that's how they're gonna be, and trust me, their boss and their boss's bosses would all hear about it.
What’s up HVAC guy?? Keep on keeping on! HVAC/R 10:47 LIFER!
Monterey County, California
Go with cheapest first, check 3/5 amp fuse, transformer, loose wiring, limit switch. Last, the control board. Take picture of the numbers on side of board, model/serial no. equip.
all you can do is smile my friend keep clients happy...
Ha,ha, I had dogs licking my ears too as a cab driver😊
You treated her and the Dog Right
I've always wondered why all manufacturers don't put 1/4" screws to mount the board like rheem does instead of those dang plastic clips
Makes NO Sense to get Irate when your RHEEM System is Old and Outdated. 🤪👎
I Agree i work on a lot of old units in New Jersey you can only do so much, i hate when people put money in an old unit then the compressor goes you can't refund their money when you told them the unit is very old and this could happen. Joe H Navy Seabee
😂😂 poor pooch was wanting a game of fetch.
Did they pay for the board ?
Yes
he burnt the board up with that jumper on his first visit.notice he didnt put it back on before he left.knew he messed up when he saw it...
good work tech
That dog really likes you ❤❤😂
At least the dog wasn’t barking at you.
Damn I wish you were around my way. I am fughting with my Mitsubishi split unit. Bought 800 worth of parts already.
Riley will be jealous. LOL
If there's one thing I learned in the service field, in situations like this, things can just, break. Especially a board with tiny components like that in the elements, no matter how protected.
If I had a nickel for every time I've heard a service Tech say "You'll need a new motherboard" for stoves, fridges, washer, dryer....the kitchen sink.....I'd be a wealthy man...
Good man … your interaction w the dog proves your cool
Dog's yes, people no.
Eat a lot of cooked cabbage before the call back to leave the nasty customer some nasty farts.
i built my house and moved in july 7 2021 99.9% myself. even ran the duct work. then i went to mini splits. no regrets. but since i ran the duct work i think i might build a fire pit outside and try to heat my house that way next year. no need to let them go to waste.
What people don''t realize is that if you find a reputable repair person and treat them like "dirt" they won't come back and don't need to. There is so much work to be done that repair people only need to deal with the people that treat them with respect and are nice to them. Be kind, it goes a long way.
What customers dont realize (residential or commercial) is you have the power to leave them with working equipment or non working equipment. When you get a nasty customer that blames you for garbage equipment failures or the guy before you that didn't fix it whom am I going to do more for... i'll let you guess.
A lot of times, fan running all the time, could be a tripped limit.
👍👍