This week on 101.5 myFM, we’re airing a segment, called “What’s That Trade”, which aims to give an inside scoop to the skilled trades sector.
Owner and operator of Don’s Heating and Cooling, Don Roper says the gas-service industry runs on tight deadlines and urgency.
Roper says unlike other skilled trade sectors, HVAC mechanics are usually expected to fix problems quickly.
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Oddly, Roper says customers are usually more impatient about busted air conditioning than heat sources breaking down.
For these reasons, professionals must have excellent customer service skills and work longer hours until the job is done.
Don Roper’s opinion letter about the HVAC trade
The Phone rings at 5:00 a.m. I am still in dream land , on the 3rd. or 4th. Ring I answer with the most enthusiastic “ Morning Don’s Heating and Cooling “that I could possibly muster coming out of a sound sleep. Although the voice on the other end sounds a bit panicked, I can sense relief as she says” Thank Goodness a Live Voice”. I ask, “ How may I be of service to you”. She quickly explains how she woke a few hours ago and her home was extremely chilly. Since she just purchased the home a few months ago and was new to town she was unsure who to call so she proceeded to go to the basement to see if there were any documents with her furnace. That is when she discovered our sticker on the front of the furnace.
A nicer lady you could not ask for, she apologized for waking me and asked if she should call back when the office opened . I assured her it was no problem and went about getting a few particulars from her. Name , address phone number and a brief description of the problem. I make a quick assumption that the furnace is experiencing an ignition failure. Since it was such a cold evening and the temperature in her home was already down to a bone chilling 50 degrees, I explain I will head over and try to get it up and running.
I get dressed brush my hair and teeth and go downstairs and grab a coffee to go. I start my van and drive to her house. As I approach her home, I see she has left the porch light on for me, thank goodness it can be so hard to see house numbers in the dark. I proceed to the side door. She answers and welcomes me in. She insists I leave my work boots on since it is fairly dry out and the floors are so cold. I proceed to the basement and make my way to the furnace. A quick inspection shows me the diagnostic light is flashing and yes, I am correct it is an ignition failure. I know I have the igniter needed in my van so I excuse myself and go to retrieve it. Within a few minutes I have replaced the igniter and I am ready to reset the furnace for ignition. As we are waiting for the furnace to start, I explain to her how important it is to have her furnace serviced on an annual basis and she agrees. As the furnace is starting to produce heat and warm up her home, I make out the bill and she writes me a check for the amount. I wait a few more minutes to confirm all is well and proceed to the door to leave. We exchange a handshake and she gives me a big smile and says “ THANK YOU “. Two of the sweetest words an HVAC mechanic can hear.
That’s it, that is why I do this job. I am a Licensed gas fitter and an Air Conditioning mechanic ; I could have picked any number of careers that make for a descent honest living. I chose this one. Why? Because It gives me great pride and a sense of accomplishment to know I help people with a very basic need “ COMFORT”. Not only do I provide heat in the winter and cool air in the summer, the trade I have chosen does so much more for people. We can control the indoor humidity to help protect people’s health and their homes from the damages that incorrect humidity may cause. Plus, we offer products to clean, purify and disinfect the air we breathe to allow for greater comfort and help those that suffer from airborne allergens. Yes, this is a great career I have chosen, and I am thankful it chose me.
