Industry Blogs

By Steffan Busch, Talent Acquisition Coach & Executive Recruiter

You know you need people to grow your business. Everyone knows that.

But hiring the right people for your open jobs requires a robust talent acquisition program. And not everyone knows that! If your talent acquisition program consists of posting jobs to Indeed for free and offering an employee referral bonus of a couple hundred dollars, you’re on the wrong end of the bell curve. A proper talent acquisition program is more than posting a free, bland job description on Indeed and praying for applicants. Moving your company to the right end of the bell curve requires an investment of time and money.

If you don’t like the idea of investing financial resources into talent acquisition, I hate to break it to you, but there’s already a financial cost.

Consider the cost of being understaffed. Let’s look at plumbing and electrical service. Assuming a plumbing/electrical service technician is running three calls/day with an 85% conversion rate and an average ticket of $825, that comes out to $2,104 per day and $504,900 annually in missed potential revenue. And that’s for one service technician! Now let’s look at the cost of a single unfilled comfort advisor position. Three calls per day with a 50% conversion rate and $9,000 average ticket comes out to $13,500 per day. That’s $3,240,000 annually in missed potential revenue!

Now let’s consider the cost of losing people – the cost of turnover. Think about the cost of hiring the person who just left. Consider the cost of posting to job boards. Then add up pre-employment testing, interviewing time, drug test/background checks, and the time and administrative costs for onboarding the person who left. Think about their salary. Add up the base pay times the length of time they were on the job. Add bonuses/commissions, including sign-on bonuses. And don’t forget the cost of their health insurance, 401k, PTO, etc.

Now consider the cost of maintaining that person in the same job. What’s the cost of purchasing and maintaining uniforms, vehicles, tools, iPads, computers? How much did you invest in training them? Add that all up and you’ll come to a number that’s somewhere between six and fifteen times that person’s salary!

When it comes to hiring, your goal is to hire and retain as many high-performers as possible for your open roles. It’s critical to get it right the first time – you don’t want to have to keep going back to the drawing board. An intentional and fully developed talent acquisition program consists of the following components:

• Employer Value Proposition – What sets your company apart from the competition? Why should a high-performing HVAC installer leave their current company to work with you?
• Strategy – How are you going to broadcast your value proposition to the community?
• Process – Do you have a clearly defined, intentional, and effective hiring process? What’s your onboarding like?
• Metrics – Do you understand which metrics you need to track for effective talent acquisition?
• Compliance – Are you following established labor laws?

Honestly, this is a lot to consider. Who in your organization is going to manage all this and ensure it happens? How will they know what the best recruitment practices are? Do you have an in-house recruiter? Is it time to hire one?

I mentioned that being successful at talent acquisition requires an investment of time and money. But what exactly does that mean?

Let’s start with the time investment part. If you don’t have a recruiter, each member of your leadership team should spend a defined amount of time focusing on recruitment-related activities. These could be action items such as refreshing ads on job boards, screening applications, and networking for contacts. Be intentional with it. Perhaps dedicate five hours a week to it and adjust according to your hiring needs. A time investment in talent acquisition also includes properly vetting candidates.

If you already have a recruiter, provide them with opportunities to upskill by having them attend workshops, which allow them to learn and network with other recruiters. Every job requires a level of training; recruiting is no different.

Now let’s talk about the money investment for talent acquisition. This might mean investing in tools (such as applicant tracking systems) to help you effectively recruit. But what else?

Well, a common question I get is “What percentage of our budget should we dedicate to recruiting?” The answer is generally “No more than one percent of your budget, unless you’re planning to use more expensive media channels to get the word out, such as TV, radio or billboards.” Budgeted talent acquisition money should be put towards digital marketing, social media tactics, and sponsoring job ads on job boards. You’ll also want to invest in a robust employee referral program, if you truly want to hire great people quickly and you want them to stay. Tailor your referral program to reward employees for referring excellent and reliable candidates. And finally, if you don’t have a recruiter, it may be time to hire one or use outside recruiting agencies to help you reach your hiring goals.

Getting the right people in the right seat in a timely fashion is no small undertaking. You need people to grow your business, and that means investing in talent acquisition. I encourage you to consider the return on your investment! One percent of your budget is miniscule compared to the cost of being understaffed and the cost of employee turnover. An investment in talent acquisition is an investment well worth making.

Steffan Busch’s career in human resources and recruiting has spanned more than 14 years. He loves consulting with leaders on how to best position their companies so they can become employers of choice, which helps their recruitment of the best and brightest job candidates in the industry. In his role as Talent Acquisition Coach and Executive Recruiter at Nexstar Network, Steffan has been instrumental in launching NexHire, a tailored solution to help contractors improve their recruitment marketing, streamline their process, and identify professionals who are the right fit for their culture and their business for the long term.

 

By Tony Gonzalez, Director of Training at Fieldpiece Instruments

Airflow is a critical component in the performance and efficiency of HVAC systems. Proper airflow ensures optimal heat transfer at the evaporator coil and distribution of properly conditioned air throughout the home. The right airflow maintains comfort and air quality, reduces energy consumption, and prevents equipment from overworking or failing prematurely. Diagnosing and resolving airflow issues are a must to ensure optimal system performance.

Tips for Troubleshooting Airflow in a Home’s HVAC System

To troubleshoot airflow issues in an HVAC system, HVAC techs can start with a basic checklist. Assess filters, as dirty or clogged filters can significantly restrict airflow. Inspect the ductwork for any obstructions, leaks, or disconnections that could impede airflow. Vents and registers should be examined to ensure they are open and unobstructed by furniture, curtains, or other objects. The blower motor should be verified for cleanliness and appropriate speed. Evaluate dampers for any closed or improper adjustments that could restrict airflow. Next, we’ll walk through some airflow tests that can help pinpoint system airflow issues.

Conducting a Delta T Test

The Delta T test measures the temperature difference between the return air and the supply air, providing insight into the system’s performance. Comparing the Delta T value to the manufacturer’s specifications can indicate issues such as low refrigerant charge, airflow restrictions, too much airflow, or dirty coils.

To conduct a Delta T test, technicians need a dual temperature digital thermometer and thermocouples. Highly effective tools for this purpose are the Fieldpiece JL3RH Job Link® System Flex Psychrometer Probes. The JL3RH sends air measurements directly to the Fieldpiece Job Link® System App, allowing for convenient and accurate data collection up to 1000 feet away. The Fieldpiece JL3RH is particularly advantageous for its ability to measure various parameters, including %RH, dry bulb, wet bulb, dew point, and enthalpy, providing a comprehensive view of the system’s performance.

First, install the thermocouples or probes in the return air and supply air ducts as near to the air handler as possible. Turn on the HVAC system and let it run for at least 15 minutes to achieve stabilization. Record both temperatures, calculate the difference between them, and compare to the manufacturer’s specifications.

Conducting a Total External Static Pressure (TESP) Test

TESP measures the total resistance to airflow in the system, which helps identify restrictions or improper installations. To conduct a TESP test, technicians need a dual port manometer, such as the Fieldpiece JL3KM2, static pressure tips, and flexible tubing. Zero the manometer while in ambient pressure with any tubing or probes attached. Specific placements will vary depending on your equipment, but in general target manometer placement will be before the blower and after the coil or heat exchanger. Calculate the TESP by adding the return and supply readings. Comparing the measured TESP to the equipment’s design specifications can indicate high static pressure due to restrictions, such as dirty filters, undersized ductwork, or low static pressure due to duct leaks or low fan speeds.

Conducting a Live CFM Test

Live CFM (cubic feet per minute) testing measures the actual airflow through the system. When assessing airflow efficiency, conducting air balancing or calculating capacity, a vital first step is measuring equipment CFM. To conduct a live CFM test, technicians need an airflow capture hood, or an anemometer such as the Fieldpiece STA2 In-Duct Hot Wire Anemometer. Allow the system to run for at least 15 minutes to stabilize, and ensure all doors and windows are closed to avoid interference from outside air. Measure airflow at the nearest air return to the equipment. If there is more than one return, measure at the return plenum. Comparing the total CFM to the system’s specifications can indicate issues such as duct leaks, blower motor problems, or improper system balancing. While target CFM will vary based on factors such as region or humidity, ensuring it is within the manufacturer’s specifications ensures optimal system performance and comfort for homeowners.

Conclusion

Proper airflow is essential for the efficiency, performance, and longevity of HVAC systems. Technicians must be proficient in troubleshooting airflow issues to maintain system integrity, as some fixes for inefficient airflow can be easily addressed. For more in-depth diagnostic and repair, conducting tests like Delta T, TESP, and live CFM provides comprehensive insights into the system’s performance, ensuring optimal operation and comfort for homeowners.

ABOUT THE AUTHOR: Tony Gonzalez has over 20 years of HVAC experience with Fieldpiece Instruments and has been leading Fieldpiece training since 2020. Tony presents courses nationally at conferences, partners with leading industry organizations, and is recognized everywhere for his how-to videos. Tony is committed to sharing the best practices that make HVAC technicians’ jobs easier, faster, and better.

By John Akhoian

If you’ve talked to any business owner or critical manager over the past several years about the state of the home service industry, you will no doubt have heard about the ongoing labor shortage and its effects on productivity.

Home service owners and managers have built training and retention programs to keep their quality technicians well-educated and satisfied with their jobs. Some companies have begun offering apprenticeships again, while others have developed unique recruiting techniques in hopes of sparking an interest in the younger generation.

And beyond simply having enough employees to do the work, contractors know that having high-quality technicians helps drive a company’s productivity and profitability.

For most Americans, their home is their biggest investment, and they want to do business with well-trained and knowledgeable technicians. Having these high-quality technicians on staff is not only great for your home service company’s profitability, but it’s also essential to maintain consistent performance.

Trusting Your Team to Handle Critical Tasks

As a contractor, making sure your team performs to the best of its ability means that critical tasks will get done and won’t fall through the cracks.

One of the main reasons we hire employees is because we can’t handle all the business ourselves, but hiring a plumbing team is more than just putting bodies into trucks and customer homes.

A well-trained team is more likely to handle critical tasks with confidence. Having your team feel empowered to make decisions will result in them being able to take the initiative and respond more effectively to any plumbing issues.

It also helps if your team feels comfortable explaining technical details to customers so that homeowners understand the importance of preventative maintenance or the service they need.

This helps your team perform consistently, which means more satisfied customers. When a customer is happy, they will not only book repeat business but will also refer your company to their friends and family.

These referrals require your marketing team to make fewer touchpoints in order to drive new business. People tend to trust a family or friend’s referral over any advertising you can pay for.  For example, a 2021 Nielsen survey about trust in advertising shows that 88% of consumers trust what their close family and friends say over advertising campaigns.

Boosting Revenue with Efficiency

As anyone with a new HVAC unit, automobile or washing machine knows, purchasing modern equipment can save your family money in the long run.

While regulations and innovation have made appliances more energy-efficient, you will need to consistently train your plumbers or HVAC technicians so they are up-to-date on the latest techniques. Plan training sessions during the shoulder month and divide the team up so that some are in the field while others are learning.

But training shouldn’t just be limited to teaching new repair and maintenance skills. You should also be teaching your home service experts some soft skills that they can use to provide better customer service. Your customer service representatives (CSRs) aren’t in the field with your service techs and aren’t there to answer questions.

That means your techs should know how to educate customers, upsell and cross-sell services, and ask customers for positive online reviews. Giving your techs the confidence to interact better with your customers is a  great way to boost revenue.

You should also consider how you can use technology to help your service techs be more efficient, which saves them time. Not so long ago, your techs came to a customer’s home with the tools they needed to do the job but with little else.

These days, however, you have a variety of digital apps that not only make working in the field more efficient but can help your team be more efficient, including apps that:

• Prioritize tasks based on their level of expertise
• Minimize their travel time based on their starting location and list of service calls throughout the day
• Helps them provide more accurate estimates and modernizes invoices
• Assists in checking inventory to help schedule service.

Mentoring Their Peers

Finally, one of the best ways a home service company can improve its profitability is by utilizing the expertise of its more experienced service technicians.

On-the-job training is often necessary in professions where industry knowledge and constructive feedback can educate a new generation of workers. Partnering a younger employee with a more seasoned technician in the field has been a part of the skilled trades since the first indoor sink was a novelty.

But it doesn’t stop with technical advice. Older members of your team will be on hand to help younger technicians navigate career changes and provide guidance on professional development. If you are considering an apprenticeship program as a way to overcome the labor shortage, retaining your more experienced service techs to help with training is the best way to scale your business.

These collaborative efforts help your team build up a workforce that is more productive in the field because it reduces the number of mistakes, and younger workers get instant feedback so they can improve their skills.

Well-trained technicians equal happy customers. When your techs are trained well enough to feel comfortable answering customer questions, providing the right repairs and maintenance and building a customer’s trust through ongoing expertise and communication, you can drive more business.

As the labor shortage continues to loom over the home service industry, empowering your techs and plumbers with the right education and confidence gives you the competitive advantage you need to grow and scale your business.

John Akhoian is CEO of Rooter Hero, a plumbing and drain company serving locations across California, Nevada and Arizona. His mission is to help others maximize their careers and live fulfilling, comfortable lives, and he is the author of several books about achieving success in business, including, “Creating 99 Millionaires” and “The Secret to Real Wealth.” He also published his autobiography, “Temporarily Broken: The John Akhoian Story” in 2022. For more information, visit www.rooterhero.com.

By Heather Ripley

‘Tis the season to be charitable.

The holiday season often brings out our country’s most benevolent feelings, but it’s also a great time of year to publicize your company’s charitable donations. Many news outlets tend to focus on what local businesses are doing for the community as an example of the Christmas spirit or as part of a year-in-review story.

As a plumbing contractor, you are looking for ways to stand out from your competition, and one way to do that is to publicize your company’s volunteer spirit.

Studies also show that younger generations take a company’s charitable giving into account when making purchasing decisions, and all generations look favorably at successful companies that give back to their community.

Here are three reasons why sharing information about your company’s altruistic programs can help you stand out from the crowd and heighten your reputation.

1.    Attract Customers and Retain Talent

As a public relations professional, I speak to many business owners who feel like it’s self-serving to promote their own philanthropic efforts, but our agency highly recommends it, and here’s why: recent studies show that consumers want to know how businesses are supporting good causes. According to a YouGov poll, nearly half of consumers are more likely to buy from a brand that gives to a charity, while only 5% say they are less inclined to do so.

Given those odds, touting your efforts on your social media platforms, through press releases, and on your company’s blog will attract more customers who want to support businesses that care about the issues that are important to them.

In addition to consumer interest, most employees—65%—also prefer to work for companies that value social and environmental causes. Retention experts say that employees are happier when they work for a company that shares their personal values.

Collecting donations and offering volunteer opportunities boosts your employees’ morale and helps them connect with your company and its causes on a deeper level.

2.    Boost Your Reputation

As a home service company, it’s imperative that you build trust in your community. Because you work with your customers in their most intimate settings, it’s important they have faith in your work and in your judgment.

By publicizing your philanthropic efforts, potential customers can see that you care. And, if your team also volunteers for activities to help the charities you’ve chosen to support, your company and its employees become more visible in the community.

This type of public relations (PR) associates your brand name with a cause and creates a positive image in the minds of consumers when they see your company name. A great example of this kind of PR is the Dawn Saves Wildlife campaign. As a result of news articles and an intense advertising campaign, people now associate the dish soap with the protection of wildlife after oil and chemical spills, and many consumers prefer to purchase that soap over others because they support the wildlife campaign.

3.    Differentiate Your Company

If you’ve ever Googled your industry to see how many competitors you have in your local market, you are aware that you are probably one of several plumbing companies in your service area.

Most likely, their marketing teams are also producing door hangers, designing cool truck wraps, and are monitoring the Search Engine Optimization (SEO) on your website to attract customers. That’s why you need to do something to differentiate your company from your competition, and that “something” involves public relations.

If you have an effective PR partner, they can help you develop stories, social media and blog posts, and press releases about your company’s good deeds and will work to garner media interest in these efforts.

This not only gets you noticed by your local media, it also improves your standing on Google’s search results—the more times your company’s name appears in links outside of your website, the higher you’ll be listed in those results.

The bottom line is that you shouldn’t be afraid to showcase your philanthropic endeavors. But you need to do it tastefully. Building a solid PR campaign or working with a professional PR team can help you differentiate your company and celebrate your efforts while avoiding the pitfalls of sounding insincere.

Heather Ripley is founder and CEO of Ripley PR, an elite, global public relations agency specializing in the franchising, skilled trades and B2B tech industries. Ripley PR has been listed by Entrepreneur Magazine as a Top Franchise PR Agency for seven consecutive years and was recently named as one of Newsweek’s America’s Best Public Relations Agencies for 2024. Heather Ripley was recently named as a 2024 PRNews Top Women honoree in the business entrepreneur category, and she was recently named as ACHR NEWS’ Top Women in HVAC. She is also the author of “NEXT LEVEL NOW: PR Secrets to Drive Explosive Growth for your Home Service Business,” which is now available on all audiobook platforms. For additional information, visit www.ripleypr.com.