Guest Blog

Creating a perfect solvent weld is an important skill that will come in handy while working on PVC, ABS or CPVC plumbing systems. What is a solvent weld? When you join PVC, ABS or CPVC pipes and fittings, you aren’t gluing them together. (You’ll often hear solvent cements referred to with terms such as PVC Read more

Creating a perfect solvent weld is an important skill that will come in handy while working on PVC, ABS or CPVC plumbing systems.

What is a solvent weld? When you join PVC, ABS or CPVC pipes and fittings, you aren’t gluing them together. (You’ll often hear solvent cements referred to with terms such as PVC glue, pipe glue, cement glue, plumbers glue, etc., but these terms are actually incorrect.) Instead, the pipe and the fitting are softened and chemically fused together creating one piece. Once they are joined, they cannot be taken apart.

Watch the video below for a simple tutorial on solvent welding. In addition, be sure to avoid the common mistakes listed below in order to get the best results.

Not choosing the right cement for the job

Make sure you’re using the right cement for the job based on pipe material, pipe size and job conditions. If your project uses CPVC pipe, be sure to use CPVC cement. For PVC pipe fittings, use PVC cement. For ABS pipe fittings, use ABS cement. If you use the wrong cement, you won’t create the weld you need.

Solvent cements should also be selected based on the pipe size. The larger the pipe, the thicker viscosity you need. For example, if your pipe is 6” in diameter, you can use medium body cement, but if your pipe is 8”, you should be using a heavy body cement. You can find the maximum recommended pipe size listed on the cement can. Finally, make sure that your cement is rated for the conditions of the job site. If you know you’ll be working in temperatures below 40°F, select a cement that is formulated to fully cure in those temperatures.

Similarly, if you’ll be working in wet or damp conditions, it’s important to choose a cement that is formulated to cure in damp conditions. You should also consider whether you’re working on a potable water system or a non-pressure DWV system and select the correct cement for that application.

Not preparing the pipe properly

Preparing the pipe properly before making a solvent weld helps reduce the opportunities for failure to occur. To properly prepare the pipe, you must:

  • Cut the pipe square – This ensures maximum surface area to create fusion and joint strength, ensuring the strongest bond.
  • Deburr the pipe – If you don’t deburr the pipe, pieces of plastic can break free and move through the system, which can lead to blockages in items like aerators. Burrs can also catch certain types of debris which could eventually lead to a blockage in the DWV system.
  • Chamfer the pipe – If you don’t chamfer the pipe or bevel the outside edge, the sharp edges can scrape the cement off the walls of the fitting as the pipe is being inserted. This could potentially cause a blockage or leak paths.
  • Clean the pipe – Make sure there’s no dirt or grease that may interfere with the cement’s adherence to the pipe and reduce its ability to create proper fusion and joint strength or scrape the interior of the fitting creating leak paths.
  • Test the interference fit – Before primer or cement are applied to the pipe or fitting, ensure there’s resistance at 1/3 to 2/3 into the fitting hub, to ensure a good interference fit. The fittings are slightly tapered and designed to fit together very tightly. If the pipe and the fitting are not a good match, it can lead to a weak joint, pipe separation or a poor bond.

Skipping primer* or applying improperly

Primer must be used to create a solvent weld on PVC and CPVC pipes. The solvents in primer soften the pipe and fitting, making it more porous and allowing the cement to form a stronger bond. When applying primer, ensure that you’re applying it aggressively to the fitting, the pipe, and the fitting once more, being sure to re-dip between each application. Once you have primed the pipe and the fitting, you have 5 minutes to apply cement and finish the connection. Waiting too long will affect the creation of a good solvent weld.

*ABS pipe is the exception; never use primer on ABS pipe.

Not waiting the appropriate set and cure time

After the joint is assembled, it should be left undisturbed for the recommended set time period. Set time is the amount of time needed for the joint to achieve the strength required so that the bond is not compromised if small movements occur.

Cure times are based on pipe material, pipe size, ambient temperature and humidity. In humid areas, allow 50% additional time for the solvent weld to fully cure.

View our overview document for more information on all our cement offerings and their cure/set times.

Not having adequate airflow

For the same reason you need to wait the appropriate cure time for your project, there needs to be airflow in the plumbing system where you’re completing your solvent weld. Without adequate airflow, the solvent will not be able to evaporate. This could lead to pipe or joint failure as the solvents continue to soften the pipe and fitting surfaces.

With our tips for creating the perfect solvent weld and knowledge of how to avoid common mistakes, you’re all set to create long-lasting, leak-free connections.

Guest Author: Erin Bullock is Applications Manager, Oatey Company. He can be reached at technical@oatey.com

 

 

An Air Admittance Valve (AAV) is a one-way mechanical valve that is installed locally at the site of a plumbing fixture, allowing proper venting to occur without a connection to a larger venting system and stack vent. There are several different AAVs on the market today that all slightly vary in design; however, they each Read more

An Air Admittance Valve (AAV) is a one-way mechanical valve that is installed locally at the site of a plumbing fixture, allowing proper venting to occur without a connection to a larger venting system and stack vent. There are several different AAVs on the market today that all slightly vary in design; however, they each perform the same function.

AAVs present various benefits for contractors and homeowners, particularly when you can’t connect to an existing venting system or are looking to reduce roof penetrations for aesthetic purposes. When installed correctly, they’re a great way to save time, money and frustration.

Before you can effectively select and install an AVV, it’s important to understand how drain-waste-vent systems, known as DWV, work. If you’re a seasoned plumber you might not need this explanation but if you are a new pro entering the industry you might find value in understanding how DWV systems work in relation to venting.

Understanding drain-waste-vent systems

DWV systems consist of drain pipes that provide a network for the removal of waste, as well as vent pipes that prevent unwanted gas from escaping inside the building. Vent pipes also maintain the necessary balance of pressure to allow water to flow.

The DWV system uses gravity and air displacement throughout the piping network to properly function and breathe. In a simplified example, think about the tiny holes on a to-go coffee cup lid that allow air into the container. Without proper air flow, there wouldn’t be enough pressure in the cup for the liquid to flow out evenly, making it very difficult to sip. In order for a liquid to come out, air must come in.

All DWV plumbing systems require at least one vent penetration through the roof line, which allows air to enter the system, while also permitting sewer gas to escape. Connecting all plumbing fixtures in a building to existing venting systems can be complex and limiting. So, you might be asking yourself if there’s a way to bypass this process (and the need for numerous unsightly and expensive roof vent stacks)…cue Air Admittance Valves.

How does an air admittance valve work?

AAVs allow air to enter a plumbing drainage system when negative pressure develops in the piping system (because of the flow of water). When pressure in the system is equalized (indicating that no water is flowing), gravity closes the vent terminal, preventing sewer gases from escaping into a building.

Remember, all buildings must still have at least one stack vent that’s directly penetrating the roof – an AAV doesn’t take the place of that requirement for the building as a whole.

When do you need an air admittance valve?

When you can’t connect to an existing venting system: AAVs are a great alternative if you can’t connect to an existing venting system due to complex pipe routing issues or obstructions – an ideal venting solution for island sinks, remote bathroom groups, home remodels and additions that would otherwise have to be tied into a stack vent utilizing specialized venting techniques. In other words, AAVs allow installers and homeowners more flexibility in the layout of plumbing fixtures.

To reduce roof penetrations: AAVs open and close in conjunction with normal DWV system operation, which eliminates the need to create another roof penetration. Many homeowners prefer not to vent through the roof line for design and aesthetic purposes, too. Additionally, having less roof penetrations can reduce the risk of leaks over time.

To save money: For these reasons, using an AAV requires less labor and supplies, making it a more affordable option than running vent pipe in new construction applications.

Key Considerations when selection and installing an AAV

Local Code and Manufacturer Requirements: Before heading to your local supply house, be sure to check with local municipality codes and manufacturer requirements to determine if an AAV is approved for your particular application. If the use of an AAV is not permitted, the fixture or drainage system will have to be vented traditionally through the home’s existing venting system.

Sizing: You can determine which size AAV you’ll need based on the Drainage Fixture Unit (DFU) load of the fixture(s), such as an island sink or bathroom group, it will vent. An AAV’s ability to breathe is measured in DFUs. The higher the DFU rating on the valve, the greater the amount of air that can enter the Drain-Waste-Vent (DWV) system.

DFU loads are assigned to plumbing fixtures dependent on the volume rate of discharge, the duration of operation and the time between operations. Common fixture load ratings are shown in the table below.

To ensure proper breathing capability, determine all fixtures to be vented and calculate the total DFU load, then select the appropriate AAV for the application. Proper AAV sizing is critical because under-sizing will not allow the plumbing system to operate properly.

AAVs are typically available with 1 ½”, 2”, 3” and 4” adapter connections. The adapter size is based on the diameter of the vent pipe it is being installed on. Generally, a vent should be sized to be half the pipe diameter of the drain it is serving (refer to local codes for specific vent size recommendations).

Pipe material: Additionally, you should verify what type of pipe material you will be connecting the AAV adapter to ensure compatibility. In other words, AAVs with PVC adapters should only be paired with PVC pipe, and AAVs with ABS adapters with ABS pipe.

AAV location: An AAV should be located within the maximum developed length permitted for the vent. It must be located a minimum of 4” above the horizontal branch drain, 6” above any insulation material and within 15 degrees of vertical. AAVs cannot be permanently covered and should be installed in an area that allows air to enter the valve. They must also be accessible, should the need for replacement occur in the future.

Be sure to check with your local municipality before installing an AAV in your plumbing system to confirm the installation will be approved for your particular application.

Guest Author: Jeremy Gattozzi is a Product Manager at Oatey Co., with expertise across a range of rough plumbing products and applications. He is responsible for product research and the delivery of innovative solutions to serve customers’ evolving needs.

 

“You called the right place! How can we make you smile?” See how easy it was to catch your attention with a simple greeting? You would be surprised how often a simple acknowledgment of the customer will improve an online review. When working in the home service industry, customer service is your brand. It’s what Read more

“You called the right place! How can we make you smile?”

See how easy it was to catch your attention with a simple greeting? You would be surprised how often a simple acknowledgment of the customer will improve an online review. When working in the home service industry, customer service is your brand. It’s what people remember about you long after a job is completed. It’s the thing that can help drive your business to the next level.

As service providers, it is important to realize that, in today’s world, communicating with your customer directly, has become a necessity. With people finally getting a chance to converse face-to-face after a long period of strict social distancing guidelines, the customer wants to get to know you. No longer can we as service providers hide behind the bag in 2021. Which means it’s the perfect season for sharpening our soft skills such as controlling voice patterns and body language now that we are spending more time face to face. These skills are vital when communicating with customers.

Communicating with a customer is about building professional trust. When a customer feels that you have listened to them and understood what they need, they trust that you can accomplish the job and that expectations are clear. That is when the skills we’ve mastered as service providers come into play, and we follow through with what we promised our customers. This allows your team to ask the customer for additional and referral business, as well as that five-star review that will help create credibility online.

The Wow Factor

The No. 1 rule of any service provider is to go above and beyond expectations. We call this the “wow factor.” The wow factor is doing something extra without expectation; meaning don’t tell the customer you’re going to do it as part of the job. Instead, tell them you did it to say, “thank you.” These don’t have to be major jobs either. It can be as simple as changing air filters when repairing an HVAC unit. The key to this is to start the job the customer paid you to do, add something extra to the deal and then let the customer know at the end. Effectively communicating this is also paramount. Don’t make it look like the extra job was a hassle. Use proper body language and tone to show the customer you were excited and happy to do the job. The technician needs to list this “wow factor” on their invoice at full price then discount it off showing the customer that you are saying “thank you” by going ahead and covering that expense today.

The Good, The Bad, The Lost Customer

It’s funny. Research shows us that the No. 1 reason a customer leaves any company and finds a replacement is a lack of customer service. When there is poor communication, the customer doesn’t feel that he or she has been truly heard. Customer service is about communicating with the customer in a simple form and ensuring they know you’re listening. Using soft skills to keep the customer engaged is key. Not only will it reaffirm they are your No. 1 priority, but it will also help avoid potential conflicts with the customer. If they feel listened to and acknowledged, they will become customers for life and begin to send referrals your way.

The Golden 3

So, after all this discussion, you are probably wondering what are the most important soft skills a service provider should understand and master to improve customer service and satisfaction. In my experience, there are three:

  • Listening to the customer: Listen to the customer’s whole question before thinking about how you are going to respond. If a customer finishes their entire question and you already know the answer, then there is a good chance you didn’t actually listen. One thing that we have learned is most field staff stop listening to the customer in the first 10 words that are said. Most customers don’t say what they mean until the last 10 words. So, oftentimes technicians think they are working in the right direction, and they’re working on the completely wrong thing. Following this rule helps ensure all parties’ expectations are clear.
  • Skillset training, both technical and communications: We are creatures of regression. We automatically lose things that we don’t practice or sharpen. Making sure you are setting time aside as a company for all your field staff to sharpen their technical and soft skills multiple times a week (even if it’s only 15-30 minutes) helps to limit their loss of knowledge.
  • The ability to shut up: This is probably the most important skill a field tech can learn. When you ask a customer a question, STOP and wait for their response. When a technician asks a question, they tend to get uncomfortable with the silence. So, the tech ends up asking another question to break the silence, which in turn completely breaks the customer’s train of thought. It’s important to know that when you ask a question and then SHUT UP it may be uncomfortable for you, but it’s not for the customer. It doesn’t register as silence to the customer because they are still processing the information you just presented. So, learn to shut up and let them finish their process…respectfully.

If you can follow these three simple rules and processes, I’m confident you will improve your customer service skills and help retain customers while gaining some new ones, too.

Matt Koop is Vice President of Training and Implementation for The New Flat Rate, a home service menu-selling system designed to put profit directly into the hands of plumbing, electrical, and HVAC contractors. For more information visit www.thenewflatrate.com or email info@menupricing.com.

How contractors can build trust, set their teams up for success and keep customers satisfied The hard costs of inconsistent service — lost hours of billable work due to no follow-up, or unbilled time spent correcting mistakes and oversights — add up quickly for service contractors. But the true long-term damage of inconsistent service is Read more

How contractors can build trust, set their teams up for success and keep customers satisfied

The hard costs of inconsistent service — lost hours of billable work due to no follow-up, or unbilled time spent correcting mistakes and oversights — add up quickly for service contractors. But the true long-term damage of inconsistent service is harder to measure. It’s not always obvious how to prevent or repair it, however hidden costs of inconsistent service frequently reveal themselves in predictable ways. Contractors who know the common warning signs can minimize loss, build better teams and keep their company on the winning track.

Hidden costs

When customers don’t feel like they are a priority, the loss of trust is contagious. Some of the results are tangible, like a decrease in online reviews and referrals. Others are harder to see.

I often tell business owners I’m the most dangerous kind of customer to lose, because you’ll never know I’m gone. I don’t fight battles. I’ll just move on and find someone else. An angry customer who complains is giving you a chance to fix the problem. But how do you fix a problem you don’t even know about?

And it’s not just paying customers who are affected by poor service. In today’s employment market, where demand for qualified technicians and installers is at an all-time high, potential employees rely on the same search results and online reviews as customers. Considering the high stakes of the current labor shortage, it’s critical that contractors convey trust and reliability to service professionals looking for new opportunities.

Internal signs

Besides being alert for changes in reviews and referrals, business owners and leadership teams should always be on the lookout for signs that internal breakdown is leading to external service issues.

Personality conflicts are a visible indication of a culture needing improvement. When employees don’t get along, crucial pieces of information fall through the cracks. Conflicts between essential team members, like dispatch and technicians, can have a devastating effect on your team’s effectiveness. Make sure you have adequate training and other resources in place so employees feel comfortable discussing any issues with their managers and keep an eye on how team members get along.

Poor service also reflects a lack of training and tools. Clearly defined lines of communication help employees settle potential internal issues before they create problems. Telephone scripts set out concrete next steps for meeting customer expectations. (It’s also crucial that managers take advantage of recorded calls to monitor how those scripts are executed.) Setting standards and schedules for follow-ups ensures customers feel secure with your service and support.

Positive principles

In order to set the right steps for team members to keep service reliable, contractors must commit to the key principles of customer care.

  • Follow up and follow through: The last thing we want to do is make it more difficult for the customer. If they have to pick up the phone and call us again, we’re not making it easier for them. Make it easy for them to work with us: Identify the next steps; make sure internal messages are passed on; follow up with a customer even if you don’t have the final answer. It’s OK to say, “Mrs. Jones, we still haven’t figured out the solution, but we’re working on it and didn’t want you think we’d forgotten about you.”
  • Communicate effectively: Show empathy and generate rapport with customers when they call. If they call and someone is just giving out prices over the phone, they’re not going to trust you. We need to communicate the value of what we do, because they’re not calling just to ask for a price. They’re looking for a solution. They’re looking for the right fit, and if you invest time in building scripts that help them get there, they’ll trust you and build on that.
  • Create a positive experience: There’s an actual scientific fact called the service recovery paradox. It says that you see an immediate surge in loyalty when a service failure is followed by a strong recovery that exceeds the customer’s expectations. It doesn’t matter what business you’re in or what you’re selling. There’s a huge increase in loyalty when you take care of someone after a service failure. They’re going to stay with you longer and give you more referrals because they know you’ll make it right.

Catherine Bares is a service coach and trainer at Business Development Resources (BDR) with over 21 years of experience in the HVAC industry. She is passionate about service and using great customer experiences to increase revenue while building long-term relationships within the community.

 

 

 

As a contractor, you’re always looking for ways to do a job faster without compromising quality. Completing jobs in the estimated time (or faster) allows a company to take on more work and earn more revenue while keeping clients happy. Conversely, taking longer than expected results in fewer jobs completed, less revenue, and unhappy clients Read more

As a contractor, you’re always looking for ways to do a job faster without compromising quality.

Completing jobs in the estimated time (or faster) allows a company to take on more work and earn more revenue while keeping clients happy. Conversely, taking longer than expected results in fewer jobs completed, less revenue, and unhappy clients.

And the margin of profitability is slim.

Consider this estimate for a simple residential water heater replacement:

  • Installation billable hours                         1.5
  • Hourly break-even rate                              $300
  • Labor + 35% net profit margin (NPM)   $692
  • Materials                                                       $575
  • Materials + 35% NPM                                $885
  • Total Flat Rate Price (FRP)                       $1577

But what if the installation takes two hours instead of 1.5 hours? That’s only an additional 30 minutes, but it eliminates nearly two-thirds of the original net profit (or $150).

This need for speed is one of the reasons pressing is replacing soldering and welding as the preferred way to join pipe. Pressing delivers a 30% to 90% time savings for ½” to 4″ connections, depending on the material. Connections can be made in as quickly as seven seconds or less.

Pressing saves time in other ways as well. It connects when wet so there’s no need to drain the system. Since no flame is required, setup is minimal and free of worries about fumes and venting. The need for burn permits and fire watches is eliminated. Less equipment also means less time lugging it to and from the worksite.

Not only does press technology save time (and money) on the job; the most significant savings may be upfront. The technology is simple. Position the tool and press a button – it’s really not much more complicated than that. Teaching a tech to solder or weld requires far more training and investment on the part of the company. With less training required for pressing, techs can get into the field sooner and start completing jobs. All of which saves the company money.

And without the need to hire or train certified welders it’s easier for a contractor to recruit and deploy workers, an important edge when hiring in the trades nowadays.

Viega introduced its press technology in Germany in 1989 and brought it to North America in 1999. In the two decades it’s been in use here, it’s been steadily winning converts. It can be used to connect everything from copper and steel to PEX and stainless steel and can be used in industrial, commercial and residential applications.

Pressing is not only faster than soldering and welding, it’s also more reliable. Viega’s press systems remove the variables found in traditional methods of pipe joining and stabilize the labor required to install.  For even greater confidence, Viega’s Smart Connect® technology easily identifies un-pressed connections during pressure testing.

Still need some convincing that pressing can mean the difference between losing and earning money? Here’s another example of adding a gas line for a new cooktop:

Billable hours to route 20’ through crawlspace to range   3.0

  • Hourly break-even rate     $300
  • Labor + 35% NPM             $1384
  • Materials                              $60
  • Materials + 35% NPM       $93
  • Total FRP                             $1477

What if the installation takes two hours longer than estimated because the crawlspace is full of junk? That’s a labor loss on the job and $923 left on the table. Pressing pipe can’t unclutter a crawlspace, but it is a smart way to keep time on your side.

Bo DeAngelo is Manager, Technical Training, at Viega LLC.