YOUR TEAM, AND YOU
Healthy and Safe
KEEPING CUSTOMERS,
First: Start with You and Your Team
Take Care of Yourself and Your Team
If you are sick,
stay home!
Take the Self-Assessment daily
Safety
Physical distancing and wash your hands
Assure with Additional Precautions
Customers
Communicate with Customers
Let customers know their health and safety is your top priority. Check out this sample letter.
1
2
Set Expectations Before the Visit
Before a technician visits the home, let the customer know what to expect. Here is a guide for service calls.
Utilize Safety Measures
When working in a customer's home, use safety measures such as physical distancing, masks,
gloves, boot covers, sanitizing wipes, etc.
3
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Leverage Tools to Engage Customers
VIRTUAL MEETING TOOLS
Considering using virtual meeting tools such as Skype, Zoom, WebEx, or FaceTime to meet with customers regarding their needs. Taking the extra step to use video will demonstrate care, build trust and differentiate you.
ONLINE QUOTING AND INVOICING
The last thing a customer wants to do right now is receive a paper quote from a service provider. Reduce the possibility of spreading germs with online quoting and invoicing tools instead.
Digital
Reduce In-Home Visits with
Dealer Diagnostics
“I recently used DRC (Dealer Remote Configuration) to remote into a customer's thermostat. Normally I would have had to send a technician out to take care of this issue, but I was able to log into the thermostat from the office, go to Settings and make the change. I saved a trip and took care of my customer. The customer's reaction when I called was, ‘wow, you really do take care of your customers and the equipment you install.’ That's the exact response we want from our customers.”
Matt Britt - Operations Manager, Comfort Masters
What is Dealer Diagnostics?
Nexia™ Dealer Diagnostics is a web-based tool that allows Dealers to remotely view real-time data on the performance of their customers' HVAC systems. Dealers can also receive system alerts via email and manage their Diagnostics customers using the Dealer Dashboard.
Dealer Remote Configuration
Nexia Dealer Diagnostics is an all-around win when it comes to diagnosing and maintaining a customer’s system remotely. With Dealer Remote Configuration (DRC), a Dealer can communicate with a customer’s system while maintaining social distance. See how it works by clicking here.
Learn more about Nexia Dealer Diagnostics, by clicking the icons below.
For More Information
Dealer Diagnostics 101
Diagnostics Infographic
Dealer Remote Configuration
Dealer Testimonial
Market Volatility and Uncertainty Could
Impact
Your Business
PAYCHECK PROTECTION PROGRAM
- Forgivable (with conditions)
- Covers 8 weeks of eligible payroll, mortgage/rent and utilities
- Program designed by the SBA and available at your bank
ECONOMIC INJURY DISASTER LOANS
- Not forgivable
- Designed to compensate for economic losses, up to $2M
- Program funded and administered by the SBA
Click here for more information about SBA programs for business seeking financial relief during the health care crisis.
Click here to watch a presentation on the CARES Act for HVAC Dealers by an independent financial expert.
Market Volatility and Uncertainty Could
Impact
Your Customers
OFFER FINANCING
Special Promotion 1
From April 15 until May 31, 2020, Trane is partnering with Wells Fargo to offer special rate plans that provide flexible financing options and lower rates for dealers. For details, click here. For rate sheet, click here.
Special Promotion 2
Effective May 6, two additional financing promotions are available from Wells Fargo. These promotions will be effective from May 6 to June 30, 2020. For rate sheet, click here.
To learn more about financing, including techniques for homeowner discussions, click here.
OFFER AMERISTAR
Ameristar™ offers economical system options. When the customer is interested in a value line offering, be sure to include Ameristar in your quote for replacement. Try incorporating Ameristar in your Good, Better, Best quote.
Learn more about the Ameristar product line options by clicking here.
4 Tips to Improve Indoor Quality
Air
1
Control Air Pollutants at the Source
2
Use Controlled Ventilation
3
Install a Whole-House Air Cleaner
4
Balance the Humidity in Your Home
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- Vacuum rugs, carpets, and pet bedding frequently with HEPA-quality vacuum cleaner
- Wash bedding in hot water weekly and dry on a hot cycle to kill dust mites
- Regularly dust furniture and hardwood floors
- Keep pets off the furniture and out of the bedroom to reduce pet dander
- Avoid smoking inside
- Supplying clean air indoors is one of the best ways to improve indoor air quality
- For adequate fresh air: keep windows and doors shut and use a ventilator
- Consider an in-line ventilator like the QF130V or an energy recovery ventilator
such as the Envirowise ERV, which adjusts incoming air temperature by transferring heat to or away from outgoing air
- Add an air cleaning system to your central HVAC to help remove airborne pollutants
- Consider an AccuClean™ Electronic Air Cleaner: it removes up to 99.98% of airborne particles and is up to 100 times more effective than a standard 1-inch filter
- AccuClean is certified as asthma and allergy friendly (Asthma and Allergy Foundation of America)
- Maintain a home humidity level of between 35 and 60
- Mold, dust mites, and other air pollutants thrive outside of that range
- Lower a home’s humidity level with a 70V Dry+ Ventilating Dehumidifier
- To maintain ideal humidity levels throughout the entire home, add humidity with a whole-home evaporative or steam humidifier
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Continuing for Your Team
HOMEOWNER
LETTER
Education
FieldTechHelp
Learning Paths
eLearning
Podcasts
Manager Access
On demand technical videos with up-to-date training on new and existing products
We have over 30 defined Learning Paths to meet the learning needs of different roles in your company
200+ eLearning courses are available for new and existing products, programs and even the basics of HVAC!
Podcasts are easy to access from anywhere, any time. Click and play them from the American Standard Learning Resources Portal
Create a culture of learning by becoming a manager in the American Standard Learning Management System
www.amstdlearningresources.com
Email [email protected] to be set up as manager or if you have any questions.
For More Information
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You and Your Business from Scams
HOMEOWNER
LETTER
Protect
Ignore Offers for In-Home Test Kits and Vaccines
Scammers are selling products to prevent or treat the virus without any proof that they work
Watch Out for Phishing Emails and Text Messages
Don’t click on links in emails or texts you didn’t expect or are from someone you don't know
Scammers Often Use Pressure Tactics
Don't trust emails, robocalls or texts that urge immediate action or pressure you to bypass procedures
If you have questions about COVID-19 scams or need to file a consumer complaint, click here for the Federal Trade Commission website with Coronavirus Pandemic resources and information.
Stay Informed.... Industry
Resources
ACCA Site for Business Owners Employer Guidance During COVID-19
ACHR News: Comprehensive Guide: HVAC Service Calls During COVID-19
ASHRAE COVID-19 (Coronavirus) Preparedness Resources
Centers for Disease Control and Prevention: Coronavirus (COVID-19)
Federal Trade Commission: Avoid Coronavirus Scams
HARDI SBA Loan Decision Making Tool
Navigating Turbulent Times for HVAC Contractors (Web Series) by EGIA
SBA Coronavirus (COVID-19) Small Business Guidance and Loan Resources
ServiceTitan COVID-19 Playbook for Contractors
US Chamber of Commerce: Resources for Combating the Coronavirus
US Chamber of Commerce: Coronavirus Aid, Relief, and Economic Security Act
World Health Organization Corona Disease (COVID-19) Pandemic
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UPDATED
May 6, 2020
