I really hate the phrase “furnace tune-up.” It drives me bonkers. It’s essentially consumer-facing language to make it sound like the client is receiving value. How much value can one receive for $39.99?
The price point is only to get the technician through the door – that’s when the selling begins. The rant on sales techs will be for another day though.
I much prefer the term “furnace maintenance and inspection.” It sounds like what it actually is: a maintenance and inspection.
I get it though – sometimes you need to flash an inexpensive dollar value to get into the home. But instead of upselling randomness once you cross the threshold, let’s focus on “actual” problems that exist. This way, “actual” solutions can be proposed. You make money and the customer receives value.
A Better Approach to Furnace Inspections
This article will toss around some ideas that any technician can implement to find legitimate issues with the appliance, ductwork, and building envelope. Let’s look at how to stand out from the competition by providing real value.
Start With The Right Questions
On the very first visit, if we’re going to set ourselves apart, ask questions:
- Are you comfortable in the home?
- Is the home dry in the winter, or is there any condensation on the windows?
- Are there any rooms that are colder or warmer than the others?
- How is the current system performing?
These questions will help you gauge the type of customer you’re dealing with and determine if they’re actually willing to act on solution-based recommendations.
First Visit Essentials
If you plan to keep the customer for life, you may need to invest a little on the first visit to the home. Check air flow settings and then check the actual air flow with an anemometer. Does the current air flow match the requirements? Is there duct leakage? A thermal camera can help identify this quickly. A thermal camera is also great for discovering building envelope issues like cold air infiltration.
Check total external static pressure readings – do they fall within the nameplate rating? ECM blowers need air flow to cool the onboard electronics. High static situations can reduce air flow, creating excessive heat on an ECM and could cause a premature failure. Industry experts have stated that static pressure readings in the 0.8″ WC range and higher can contribute to a slow death of ECMs.
Thorough Safety Inspection
Inspect venting carefully – I’ve seen 636 venting that wasn’t glued properly and pulled apart with a tug. It’s extremely important to identify this and repair it. Are the terminations done correctly? Correct distance apart?
Check the gas line into the home and then to all appliances with an electronic leak detector and verify that each fitting is leak free.
Finding Legitimate Repairs
So far I’ve only pointed out inspections that can turn into legitimate repairs if a problem is found. No selling required, just recommended solutions for actual issues.
Visually inspect the cabinet, blower wheel and burner – are they clean? What about the flame sensor? If they need to be cleaned, again, we have found a legitimate money maker. In my commercial service work, an inspection doesn’t include cleaning of any kind. After the inspection of the appliance, all issues are noted and then quoted out to the customer. I’m almost positive the same approach can be taken in residential.
On the first visit, I’d prefer if everything was thoroughly cleaned so I know going forward the appliance is as close to day-one performance as possible. This is in a perfect world scenario!
Professional Combustion Analysis
Is the manifold gas pressure set correctly? Does the vent have a proper inspection tee for a combustion analyzer probe to be inserted? If not, carry them with you. Cut one in and charge the customer.
What about combustion analysis? Outside of efficiency, it tells a story of how safely the appliance is running. The argument can be made that if a furnace is performing well on the combustion side, the burners don’t need to be taken apart to be cleaned or the gas pressure shouldn’t have to be adjusted. Every furnace should get an analysis done yearly. The knowledge needed plus owning a calibrated analyzer should be a charge in itself, that can be included with each inspection.
Additional System Components
Don’t forget about condensate. Check the condensate collection and drainage system. Make sure it’s not plugged or it may back up and swish around in the induced draft motor housing. In many areas, it’s now code to have a condensate neutralizer inline. I’ve measured the pH level on a high-efficiency furnace condensate, and it’s roughly 2 on the scale. Then we wonder why secondary heat exchangers fail quickly when the furnace isn’t tilted slightly forward for proper drainage.
The air filter deserves attention too! Is it a 1″ air flow death trap? Regardless, keep them fresh to avoid air flow issues. But upgrading a filter (if MERV stays the same) from a 1″ to a 5″ will capture more particulate and create better flow across the filter cabinet, this will lead to lower static pressure as well.
Don’t forget about accessories. Does the system have a humidifier or HRV? These add-ons also need to be inspected and maintained. It can create more legitimate business if you’re aware of their existence. Point it out to the customer that each add-on is its own inspection separate from the furnace.
Wrapping It Up
I put this article together to make you think – we don’t need to upsell flame sensors on every PM to make money. Let’s dig and find actual issues affecting performance or safety. And take it a step further by offering proper air balancing procedures and non-invasive testing techniques.
Once word gets out that this is your approach, your services will be requested rather than questioned.