It’s mid-July — 110° in the shade and no reprieve in the foreseeable forecast. A customer with young children just saw their a/c go down, but because of supply chain snags, refrigerant shortages, and technician backlogs, the best-case scenario is getting them back up and running in a few days.
But what if that problem could be solved in less than two hours? The ability to deliver solutions that fast could make a contractor a hero, and surely that news would spread.
How could that be possible, though? An estimated 65% of residential repairs/replacements between June 1 and August 31 involved an overnight delay; 20% involved delays of 3 days or more. On top of that, there are already struggles with workforce numbers.
Fortunately, such a solution does exist, and it’s portable, rentable, HVAC units.
A Contractor’s Perspective
Cory Gottfredson is a former Goodman Manufacturing executive and the current owner of Polar Pros., who has embraced the portable HVAC gambit and, as a result, has seen increased customer retention, revenue, and more of a competitive advantage in his market.
“In HVAC, we experience emergencies when homeowners’ HVAC systems go down. This is particularly true in the summer when cooling is critical, HVAC businesses are busy, and supply houses are struggling to keep up,” Gottfredson said.
While this may look good on paper, some contractors may not be willing to buy, maintain, or dedicate staff to delivering these solutions. But luckily, none of that is necessary if they choose to instead partner with a rental company — contractors just make one call, and they handle the rest.
CUT THE WAIT TIME: Instead of having a desperate customer suffer in the heat, portable HVAC options can have cold air blowing in less than two hours. (Courtesy of Rescue Cooling)
“At Polar Pros, we are able to give homeowners quick relief through partnering with Rescue Cooling when parts or equipment are delayed (especially warranty parts). This allows us to take care of the customer quickly, and also lock them to complete the final job with us, saving them the time of having to call around town for availability,” Gottfredson said.
Gottfredson said while they do advertise the portable services on their website, this business add-on is mostly only used to service customers in an emergency.
“When we can’t get a customer working air conditioning within 24 hours (schedule availability, equipment availability, parts availability, warranty parts order, etc.), we offer the portable service so that they can stay in their home and not have to go to a hotel. This is almost always preferred by homeowners over staying at a hotel,” Gottfredson said. “We typically share some of the cost if the customer pays for their service with us. This allows the customer to be comfortable and taken care of without the hassle of calling around town or dealing with heat or hotels.”
As far as training staff goes, Gottfredson said to communicate that any wait over 24 hours is too long, and a call to the office to pitch the portable option is all it really takes.
“The office can then make the reservation, and Rescue Cooling or another partner can coordinate directly with the homeowner,” Gottfredson said.
As a contractor, when weighing out buying portable equipment or partnering with an existing rental business, Gottfredson recommended a partnership over equipment purchase.
“While it is possible to buy your own portable systems and service customers, dispatch, pickup, and management can be difficult. I would recommend working with a trusted partner like Rescue Cooling to alleviate the stress all around,” Gottfredson said. “In the end, this is about better serving the customer and not losing business. The incurred cost is typically less than a lost lead. Simply being able to provide a solution with a single phone call can turn a bad experience into a 5-star review.”
Retain Customers, Deliver Results
Customers in dire need of a/c solutions will simply keep calling more contractors until they finally find one that can suit their needs, or they may just opt for an extended hotel stay until the problem can be resolved. Either way, that might mean they are less likely to call in the future — just another reason to consider offering portable HVAC units.
Matthew Burton, founder and CEO of Rescue Cooling Rentals, has built an empire off this idea, and now has 50 employees with 10 offices in major metros in Texas, Arizona, Nevada, Georgia, and Florida.
Most of his inventory is comprised of 6,000 btu to 18,000 btu portable units, all compatible with 15 amp 110 power.
LESS STRESS: If a contractor doesn’t want to add their own portable HVAC inventory, partnering with a company that specializes in that service won’t tie up any technicians, while still delivering relief for customers. (Courtesy of Rescue Cooling)
Burton said they partner with a lot of contractors who find themselves in need of a quick solution for their customers while they are waiting on equipment or technician availability. The best part? Burton’s team can have cold air blasting in short order.
“A rental specialist can have cold air blowing in the home within 90 minutes of dispatch,” Burton explained. “Offering this immediate relief to customers makes them more likely to purchase full-system replacements from the contractor — even if the work can’t be performed immediately.”
For contractors exploring portable HVAC as an add-on, there are a lot of advantages, especially if considering partnering with an existing rental specialist versus purchasing and managing their own units.
First are the lowered upfront costs, as renting eliminates the need for large capital investments in equipment and storage.
Burton also touted improved operational focus and increased profitability.
“Managing portable units requires time and resources. Partnering with a rental company allows contractors to keep their technicians focused on high-value maintenance and system replacements–not on hauling portables around,” Burton said. “By partnering with a rental specialist for portable units, contractors can mark up the service and realize pure profit without hiring any additional technicians.”
Getting Started
For those who are thinking about building their own portable HVAC inventory, Burton compiled a list of a few common mistakes contractors should avoid, along with a few best practices:
- Use window units cautiously. Yes, they are inexpensive, but they are not designed to be easily moved and reinstalled.
- Assign portable deliveries and installs to entry-level personnel. Letting portable operations distract skilled technicians from high-value repairs and replacements is a mistake.
- Use rental software. Units are easily lost without proper tracking tools. Geo-located photos of installations help monitor portable fleets. A check-in/check-out system also documents damage from customer misuse.
- Maintain portable units consistently. Treat portables like permanent systems—clean coils and filters regularly to ensure proper operation.
- Stock spare parts for portable units. Not having replacements on hand is a mistake. Keep an inventory of extra window kits and plastic ducts, which are prone to breaking and can render a unit unusable.
- Plan for regular replacement of portable units. Most portables with heavy use aren’t built to last more than two seasons. Build this into your operational plan.
- Beware of customer misuse. A check-out/check-in system is critical for tracking conditions and charging appropriately for damage.
Above all, Burton stressed getting compensated for any portable operations being provided.
“By providing a temporary cooling solution to the homeowner, you are helping them avoid an expensive hotel stay and the stress of moving their family,” Burton said. “Customers are happy to pay for this immediate relief. Contractors can either itemize portable units in the invoice or include the service in the cost of a full-system replacement.”