by Buddy Rigotti

Here’s my thoughts on Contact Cleaning vs Negative Air Cleaning Pros and Cons

Contact Cleaning:

• Pros: You don’t have to block off the openings; you can do dryer vent cleaning with the DuctMaster and TruckMaster (although you’ll need to purchase some minor tools if you only have the TruckMaster)
• Cons: You have to take the machine around to every room/vent instead of just a cleaning tool; the big con is that you can’t truly fog the air system properly because there is no airflow to take the fog mist down the duct line. You can only usually get several feet down each duct line

Negative Air Cleaning (aka Push-Pull Cleaning)

• Pros: It’s easier to get a more thorough cleaning, especially with air powered tools because you don’t have to physically touch every square inch of the interior surface of the duct in order to clean it; you can do fogging the correct way; this was the original standard way to do duct cleaning until contact cleaning came around
• Cons: It take a bit more time because you have to block off the openings; you can’t do dryer vent cleaning with negative air equipment

Sub Heading Goes Here
by Wayne Tracy, Operations Manager

When looking at commercial projects you will find many different styles of air handlers.  They’ll be located on rooftops, in ceilings, closets, basements, virtually anywhere.

Regardless of where they are, you have to get access to them and clean any accessible areas in them.  These areas include the evaporator coil, blower, and all other accessible surfaces.

As I’ve discussed in earlier articles, a full service duct cleaning project includes cleaning of all system components from the point air enters the system (return ducting) to the point air exits a system (supply system).  To do less work would be a disservice to your customer. Debris left behind in un-cleaned components and areas of a system will soon migrate to areas you may have cleaned thoroughly.

While some commercial air handlers can be very large and complex, for the most part they all have the same components, just larger in size.  Don’t be intimidated by the size of the air handler – just approach it the same way you would a smaller unit – it will just take more time.  After all, the more hours a project takes, the more profitable it will be.

Another common setup you find in commercial properties is multiple air handlers.  We’ve been involved in projects with 70 or more air handlers on one roof top.  Again, it’s not a challenge, just more billable hours and profit potential.  If you think about it, what’s easier, driving to 60 or 70 houses or cleaning 70 systems all under one roof.

Cleaning evaporator coils on commercial air handlers can be as easy as a residential project if a building has multiple air handlers.  Larger walk-in style units will have large banks of coils – substantially larger and thicker than a simple package unit and will require some special handling.  However, it will usually require the purchase of a pressure washer for a few hundred dollars, or you can usually rent them as well.

Pressure washing a coil is not a major task; you simply back-flush the coils in the direction opposite air flow.  Be careful to wash in a direction that will not bend the coil fins. Cover and protect any areas of the air-handler that you do not want the overspray of water from the pressure washer to come in contact with.

Afterwards, thoroughly vacuum and wipe down the inside of the air handler surfaces and the blower wheel.  Typically you do not have a lot of access to the blower but be sure you clean any accessible part of it.

After cleaning the inside of the air handler, be sure you clean the outside of the cabinet as well. You don’t have to make it shiny and new looking, but get the built up grime on the cabinet cleaned up as best you can.  You want the building owner or manager to see that you are conscientious about your work by paying attention to all the details of your cleaning project.

Follow These Simple Steps
by Paul Clark, Service Manager

A few simple steps:

• First, test the dryer to make sure it is working properly before you do anything else.
• Then, unplug the power. If it is a gas dryer, you need to turn off the gas.
• Pull the dryer out away from the wall.
• Use a screwdriver to loosen the clamp on the back of the dryer and pull of the flex dryer vent duct.
• Next, reach in the back of the dryer and pull out any lint or debris.
• Then, reach into the duct going into the wall and pull out any lint or debris.
• Attach your  Vent Vac to the dryer duct and suck out lint and debris
• Then you should use your Vent Vac in combination with your Cobra or Drill Powered Cable and brush that helps remove any type of blockage in the duct.
• Also you should check both ends on the dryer duct to make sure there is no blockage left in the dryer duct line.
• Clean up any mess that you may have made during the cleaning.
• Then re-attach the flex dryer vent & re-tighten the clamp with your screwdriver.
• Plug in the power to the dryer; if it is a gas dryer turn the gas back on.
• Push the dryer back where you found it and double check to make sure all work you performed was done properly and your work area is clean.
• Finally, test the dryer to make sure it is working properly.

It is recommended that homeowners should have their dryer vents cleaned every year. It is the number one cause of home fires. The Consumer Products Safety Commission estimates that there are an estimated 15,500 fires annually, including 10 deaths and 310 injuries associated with clothes dryers.

This also produces over $84,000,000 in property damage every year. Cleaning the dryer vent will also help with the dryer’s performance and could save the customer money on their energy bills.

A simple list to follow
by Wayne Tracy, Operations Manager

I’ve been asked a few times over the past few weeks for a simple list of steps to follow for a typical full service commercial system cleaning job.  While every job has its own unique circumstances and conditions, the following list contains the basic steps for a full service project.

A full service job includes the following:

• Cleaning of grills and registers.
• Cleaning of the Air Handler/Furnace.
• Cleaning of all ducting including plenum boxes, trunk lines, supply and return ducting.
• Fogging Soot Set, Odor Kill, & Envirocon into the duct system.

Below are the steps for a full service cleaning

1. A polite greeting and introduction to your customer
2. Go over pricing and service options for the job if it has not been pre-sold
3. If previously sold review pricing and services sold with the customer
4. Have customer sign Service Order/Authorization to perform services
5. Complete your pre inspection report (Click on the link below for a sample pre and post inspection report)
6. Clean the air handler/furnace.  This cleaning should include cleaning of the blower section and the evaporator coil.  Don’t forget to wipe down the outside surface of the unit as well.  If any part of the heat exchanger surface is accessible that should also be vacuumed.
7. Clean the supply and return trunk lines and plenum boxes.  Some systems, especially on the west coast will not have trunk lines, but simply interconnected ducting.
8. Spread drop cloths throughout the house in areas you will be working.  A simple rule to follow would be a drop cloth wherever a stepladder will be set and any piece of furniture in direct vicinity of a grill or register.
9. Remove all grills and registers and thoroughly clean
10. Vacuum all supply register pans and return openings
11. If providing a negative air cleaning install the foam register plug after vacuuming the register pan
12. Clean each duct line individually using the sidewinder, forward/reverse air whisk, or the brushmaster for negative air cleaning.  Or the Ductmaster/Truckmaster brush & hose assembly for contact cleaning
13. After cleaning all duct lines apply the appropriate chemicals using the Air-Care fogger to each duct line
14. Patch any sheet metal access cuts you may have made for cleaning access
15. Install the cleaned grills and registers.  Be sure you remove all the foam register plugs you installed for negative air cleaning
16. Collect all drop cloths and thoroughly clean any areas you worked in.  My policy is that the home must always look as good or better when we leave then it did when we arrived
17. Complete the post cleaning inspection report and do a walk through of the home with your customer
18. Collect payment and thank your customer

The following link may be helpful as well.  It is a pre and post inspection report you may want to use in your own service department.

Networking is Key
by Paul Clark, Service Manager

Potential good partners and customers are:

1. Networking Groups- BNI, Chamber Of Commerce, Toastmasters, BBB
2. Mechanical Contractors
3. HVAC Companies
4. Restoration Companies- Water, Fire and Disaster Clean Up
5. Construction Companies
6. Property Inspectors
7. Property Management Companies
8. Commercial & Residential Brokers
9. Maintenance & Janitorial Companies
10. Carpet Cleaning Companies
11. Architects And Engineers
12. Industrial Hygienists, Mold & Air Quality Testing Companies
13. Building Maintenance Groups

These companies can help build your business quickly & are a great networking team to help you gain more business.

A list of potential customers that could use your services is anyone that has air ducts, but here are some examples:

1. Hospitals
2. Office Buildings
3. Restaurants
4. Banks
5. Casinos
6. Laundromats
7. Malls & Strip Malls
8. Manufacturing Facilities
9. Homes, Condos & Apartment Complexes
10. Car Dealerships

Those are just a few of the businesses that you should target.

How to contact these potential customers and referral partners:

• Join the BBB
• Join the Chamber Of Commerce
• Join Networking Groups like BNI
• Become Preferred Vendors Or Contractors
• Purchase Email Lists of Commercial Businesses
• Purchase Phone lists and Telemarketing
• Purchase Mailing Lists for Mailers or Post Cards
• Advertise on Radio, TV, Print or Billboards

These are just a few ways to reach out to potential customers and networking groups. Remember, hard work and becoming an active member of networking groups and organizations are some easy ways to get solid leads and build your business.

Always follow up with customers in a timely manner. I would also recommend that you follow up or return calls the same business day. I try to always under-promise and over-deliver and to treat people’s homes like my own.

Don’t miss out on this valuable opportunity
by Wayne Tracy, Operations Manager

With today’s high-energy costs and the likelihood future costs will only increase, homeowners are looking for ways to save energy.  In most homes the costs of heating and/or cooling their homes account for at least 30% of their energy consumption.

To get a more in-depth view of our DLT, View Our Online Webinar Video that goes through the duct leakage testing process, reporting and sales and marketing strategies.

Installing new and more energy efficient systems is one way of saving money.  However, if there is substantial leakage in their air duct system much of that savings is lost.  Other than large obvious openings in a system, most leakage comes from hard to see or locate areas of a duct system.  Without special equipment and established procedures it is often difficult or impossible to find the source of many leaks.

In today’s economy the cost of upgrading systems is often out of reach for many homeowners.  Therefore, they’re looking for other less expensive options to reduce energy costs.  Offering Duct Leakage Testing as a stand-alone business or in conjunction with your air duct cleaning or HVAC business is an excellent business opportunity with minimal investment.

Air-Care’s DLT (Duct Leakage Testing System) offers the latest technology and the simplest and surest way to get the testing done.  With its sophisticated instrumentation, but easy to use software package, you can perform tests without mechanical reconfiguration of a system to get a full range of flow rates.

Testing usually takes about 1 to 1 ½ hours for an average sized ranch home with one system.  Grills and registers do not have to be removed, simply sealed with a pressure sensitive tape.  After sealing the grills and registers, the DLT is simply connected by hose and an adapter plate to a return or supply grill (or the front of the air handler/furnace).

Unlike other duct leakage equipment the DLT is conveniently built as a one-piece unit.  It is designed this way for portability, durability, and ease of use.  Instead of multiple hoses, difficult to use instrumentation and complicated charts to translate data, the DLT offers easy set-up and translation of data using a notebook or laptop computer.  Used in conjunction with notebook or laptop computer you can get either an easy to read homeowner report or a more detailed technical report.

After testing for leakage and determining that there is an unacceptable percentage of duct leakage (usually 15% or higher), the next step is to determine the source of the leakage.  This is best done by using a theater smoker, and the blower from the DLT to force harmless smoke through the duct system.  Once this test is set up simply go in the attic, basement, or crawl spaces and look for leaking smoke.

Once the source of leakage is found the next step is to offer the homeowners options for repairing the damaged ducting you have located.  It may be a service you also provide or refer them to a qualified professional.

The cost of providing this service can vary, but we have found most companies are charging from $150.00 to $250 per system to provide this service.  At 1 ½ hours to do a test that’s equivalent to $100 to $165 per hour.  We have found some companies will include the leak detection as part of this price and others charge extra for it.  The cost of repairing leaks can vary greatly depending on the nature of the damage and should be charged for accordingly.

No matter how you look at it or do the math a return of $100 to $165 an hour is substantial.  Especially when you offer Duct Leakage Testing as an optional service when you are already in the customer’s home for other services.

Call Buddy or Mary today for pricing and other details on the DLT package.  A comprehensive training DVD and manual is included with the package.

To get a more in-depth view of our DLT, View Our Online Webinar Video that goes through the duct leakage testing process, reporting and sales and marketing strategies.

How to overcome pricing objections
by Paul Clark, Service Manager

Air duct cleaners know that they need to sell their service’s quality to their prospects over price. When a potential customer asks what the price will be, it’s important to answer this question with confidence, which will give your prospect peace of mind.

“How much will this cost?” Every prospect is going to ask this question. They will go back and forth with this. This is where the decision is made and when the prospect will either give you the go ahead to move forward with the sale or say no.

Don’t feel uncomfortable talking about price with prospects and be scared that the price you quote may be too high for their liking. You can unknowingly lose confidence in your communication with the prospect. At this point the prospect will often pick up on this.

I have learned that you need to explain your services confidently before revealing the price. When you have not determined your prospect’s pain or found a resolution to their need, how can your services help them? The price will always be a problem to overcome unless you have the least expensive quote.

The way to respond to this is to show the value before you discuss price. The problem is that most air duct cleaners do not get this across to the customer which means that they lose the sale. The most common mistake in sales is to be in a hurry. Take your time explain your services with confidence and when you give your prospect the quote – be confident.

Be patient when explaining the value to your prospect because it may take some time for them to understand. You need to be able to show the services that you are offering are worth the cost.
Do not discuss price too soon because everything you explain will seem like you are trying to justify the cost. When you explain how your services will help your prospects, then your price will be justified.

Always remember, there is a big difference between cost and value. Selling to commercial prospects is no different. Show your prospect the value and worth of your company and services and price will not be an issue.

These topics are currently trending on the forum
by Buddy Rigotti, Web Marketing Manager

Here’s some interesting posts from the air duct cleaning forum this past month. Feel free to share your insight and expertise.

How Common is Mold?
I’m curious, how many of you have come across mold in an HVAC system? Do you find it in the air ducts themselves or rather in the air handler near the coils? A lot of the bait and switch scammers claim mold as the reason to jack up the price and gain a large profit, but certainly some of it has to be legitimate. We are in a dry climate here in the desert southwest, so maybe mold is more aggressive in other parts of the country? Read More

Angie’s List – Ever Tried It?
Angie’s List is a service for consumers, but they gladly will advertise your business. Has anyone tried doing any online or print advertising with Angie’s List. We did it for 12 months and it didn’t bring in much at all. Read More

Fire Prevention
Fires in the home are very commonly started by lint issues in an unclean dryer duct.  Is it worth your burning down your house to overlook this issue? Read More

What is a fair price for the industry?
What do you think is a fair price, as a worker doing the actual job, for a full residential duct cleaning and a commercial duct cleaning job respectively? Read More

Don’t miss out on this valuable opportunity
by Wayne Tracy, Operations Manager

What if you could have a sales force selling your services with no payroll or employee costs?  There’s a golden opportunity in your market just waiting to be tapped.  This opportunity exists with existing contractors in your market, many of which you may already know.

These contractors are in businesses and homes everyday selling their products and/or services and are always looking for a way to add additional revenue to their bottom line.  If you could offer them an opportunity to create additional income with little or no expense, they will probably listen.

There are a few approaches to consider; one is to seek referrals for your company or the more beneficial to the contractor and you is to offer your services at a slight discount to the contractor.  He can then sell your service and make a profit for his company.  You could also consider a referral fee if a referral results in a sale.  If you’re going to pay referral fees you have to be careful that you do not overpay and you must keep an accurate record of sales.

I’ve found the easiest and most profitable way is to offer residential services to the contractor at a reduced price, do the job, and bill the contractor.  He then bills his customer; this keeps the transaction accurate and simple.

For commercial jobs I’ll usually ask the subcontractor to turn the whole project over to us, so we have full control of the project.  When I quote the work I’ll negotiate a referral fee with the subcontracting company and pay him when the job is completed and we’re paid.

Whatever option you choose, start searching out these contractors and get the additional business. There is very little expense involved in obtaining this type of work.  Once you build a relationship, be sure you take good care of their customer so you’re sure to get the continued business from this contractor.
Below is a list of contractors to start contacting right away:

• REMEDIATION COMPANIES:  Fire, Smoke, &  Water Damage – Mold & Other
• HVAC SERVICE COMPANIES
• MECHANICAL CONTRACTORS
• PROPERTY MANAGEMENT
• CONSTRUCTION CONTRACTORS
• ARCHITECTS & ENGINEERS
• JANITORIAL COMPANIES
• REAL ESTATE AGENCIES

Click here to view a sample letter you may want to use.  Also keep in mind we have several brochures available in either a generic form or with private labeling.

Add big to your bottom line
by Paul Clark, Service Manager

First, we need to get our product information out to the customers. After establishing contact, find out what your customer’s needs and wants are. After finding out the customers needs and wants, then recommend your service and products. Explain not only that you are an air duct cleaning company, but that you also offer many other services and products.

If you do not talk to the customer about all that you offer you will be doing a disservice to yourself and the customer – always educate your customers. You will never know if they or someone they know has a need or want for your services or products. An easy way of showing a need to a customer is when you are at the customer’s home or business. Take and extra 10 or 15 minutes to show them and explain the services and benefits to your customer.

A couple quick up-sells could be:

• (1) The Dryer Vent – Show and explain the need to have it cleaned and why it should be cleaned out every year.
• (2) Electrostatic Air Filter – When cleaning the air handler, show the customer the air filter and explain to them how our electrostatic filters are better and why. If you do not show the customer the need, then they have no reason to buy.

Never Ever Assume. Show the customer the need and sell, sell, sell!

Services

• Air Handler/Furnace Cleaning
• Condenser Coil Cleaning
• Dryer Vent Cleaning
• Air Filter Maintenance Service
• Duct Leakage Testing
• Soot Sealing, Deodorizing & Sanitizing
• Mold, Smoke or Fire Cleaning

Products

• Quite Breeze Ionic
• Air Purifier
• Clean Breeze Products
• Electrostatic Air Filters
• UVC Max36 Air Purifier
• Kool-Wrap A/C Unit Filter

by Wayne Tracy, Operations Manager

When quoting commercial work there are several factors you have to consider.  These can vary from job to job, but must be considered and investigated when providing a quote.  Listed below are some of the major things to look into.

Special Insurance Requirements:   Be sure when quoting commercial work you ask what the insurance requirements for the job are.  Special coverages such as Employee Liability, Umbrella policies, bonding, and even special wording can be very expensive.  If there are special requirements, send them to your agent and they’ll provide you with pricing for these coverages.  I always add the cost of these special requirements as a line item in my quote.  Often times the building owner/project manager may waive this requirement when he’s made aware of the added costs he may incur.

Special Equipment:   Are the ceilings high and will you need a scissor lift or boom to gain access?  Or maybe it may be a special ladder or staging.  Like other requirements, list it as a line item. The owner may have this equipment already and let you use it to avoid the added cost.

Grills and Registers:   There are several different types and you have to determine if they are removable and how they are removed from the register pan.   Some styles are unibody construction or tack welded and may not be removable at all.  If this is the case you need to allow extra time for getting access to the duct for cleaning.  In some cases you may have to disconnect the flex hose from the register pan, then reconnect it.  This can be very time consuming and you must allow for this extra work in your quote.

Volume Dampers, Fire & Smoke Dampers:   These are very common in large commercial duct systems and can be very difficult, if not impossible to clean through.  If you have blueprints they can be located on the print.  If you do not have prints you’ll have to spend some time at the site locating them – again, a time consuming task and you have to allow for it in your quote.  You may be able to clean through a volume damper with an air whisk, but Fire & Smoke Dampers are virtually impossible to clean through.  You’ll have to clean up to them; then make cuts in the sheet metal to continue cleaning on the other side of the damper.

Turning Vanes:   These are located in square ducting when the duct is making a 90 degree turn to help steer the air through the corners of the duct.  It is impossible to get a cleaning tool  through these dampers and you’ll have to make sheet metal cuts to get around them.

VAV Boxes & Reheat Coils:   These are located in large commercial duct systems and like other obstacles you cannot clean through them – you’ll need to make access cuts before and after them for cleaning.

These are the more common obstacles I encounter in quoting commercial work.  Always be on the lookout for potential problems or obstacles that may confront you on the job.  A missed obstacle can be very costly and have a direct impact on the profitability of a job.

by Melanie Sands, Customer Service

We work very hard everyday at providing you, our customer, with the ultimate in customer service.  I thought I would share with you how we train our own service department employees in the proper way of treating our duct cleaning customers.

This is also covered in detail in our training DVD’s and live training.

I’m sure you’ve all heard the expression “You only get one opportunity to make a good first impression”.  No matter how many times you hear it, or how tired you are of hearing it; “IT’S TRUE”!! 

In the few moments it takes to drive in a customer’s driveway, walk up to the door, and greet the customer, they are sizing you and your company up.  The impression your vehicle, you, and your helper portray in those few moments sets the tone for the whole job.

The greeting at the door is going to determine how comfortable that customer will feel with you working in their home for the duration of the job.  Which of the following would you want to hear if your were the homeowner?

“Good Morning Mrs. Jones, my name is Wayne and I’m here from Air-Care to do the duct cleaning in your home today, this is my assistant John”.  (Maintain eye contact, be upbeat but polite, and speak with confidence)
OR
“I’m from Air-Care and I have to do your ducts today”.  (Looking off to the side, sounds like he just woke up and doesn’t really want to be there)

I’m sure it’s obvious whom you would want in your home.  No matter how you feel or how bad a day you’re having, don’t make it worse by getting off on the wrong foot with your customer.

Once you’ve greeted your customer, ask for permission to enter their home.  Upon entering quickly look around and offer the customer a compliment, again you are trying to develop a rapport with the customer and make them feel comfortable with you.  Make sure your compliments are tasteful and polite.

“Very nice home Mrs. Jones. It appears to be very comfortable.”
NOT – “Nice place! What did it cost?”

“Very interesting artwork – it fits the design of your home perfectly.”
NOT – “Nice vase, what’s it worth?”

Most people are proud of their homes and possessions and like to hear compliments.  But, they don’t want to feel like you are casing the place and they will detect the difference between sincerity and fakeness.  When you say it, really mean it.

You can download a copy of our SERVICE CHECKLIST. This form has a section and place for signature of a Pre-Clean and Post-Clean check of the home.  We require it to be completed by the service technician on every job.  Rather than give a lengthy explanation, please read through it and I’m sure it will be self-explanatory.  (If you would like a copy in word format to incorporate in your own service department just e-mail me at wtracy@air-care.com).

With clipboard in hand and a copy of the Service Checklist ask the customer to give you a tour of their home.  Again, you’re taking steps to make the customer feel good about you working in their home.  The purpose of the tour is to make sure there is no pre-existing damage in the home or to the furnishings.  You’re also looking for delicate objects – vases, figurines, etc,  that you may want the homeowner to move for you.

During this tour, go to each thermostat and make sure that the heat and AC are working on each system.  If not, make a note on the checklist and have the customer sign off on the problem.  You don’t want to be held responsible for a problem if it was pre-existing.

After the tour, give the customer a brief explanation of the procedures and equipment you will be using to do the job.  There usually is no need to get into extreme details, just a quick overview.  As we all know, the service we offer is somewhat invasive to a customer with all the equipment, ladders, hoses and tools we need to bring into the home to properly do the job.  By explaining in advance, the customer will be somewhat prepared for the performance of the work and not overwhelmed by the process.

All of these steps probably seems like an eternity, but in reality should not take much more than 10 minutes on a normal sized home.  Regardless, it will be time well spent and should save time in the overall time it takes to do the job.

Like it or not we are each individually “The master of our own destiny”.  Always put your best foot forward and make sure you represent yourself and your company in the best image possible.

How to build a value added add-on into each job
by David Montanaro, Service Manager

Building the Value Part III

So here we are in the third part of our “Building the Value” series. So far we have covered Electrostatic Filters and Decontamination Treatments. You may be asking yourself what’s left; well I saved the best for last. At least that’s my opinion.

Everyone lately seems to be more germ conscious. People that never had allergy issues now see a doctor because symptoms are apparent and affecting the quality of their life. Everyone worries about mold and the transmission of airborne illnesses. It’s almost like when we were children and the Boogie Man was under the bed, except this Boogie Man is real and living in all of our homes.

Keeping your client’s air duct systems clean, decontaminating the systems when cleaning it and using Electrostatic filters to ensure they stay clean are all important steps. However, the nature of air ducts is this – the moment after we clean them, they begin to become dirty again. Dust is something we can vacuum out but what about the things we do not see?

This is where the installation of a UV Light comes into play. Air-Care offers an affordable, reliable and well made UV Light that is easy to install and provides a recurring revenue stream for your business.

In the past, UV lights were large and challenging to install in residential applications, not to mention very expensive. All that has changed and this is something that has immediate benefits for the health conscious customer. Air-Care UV Lights use a UVCC light so there is no ozone produced – a major selling point in our ever-growing green world.

The Air-Care UVC Max36 emits a powerful ultraviolet light which sterilizes and reduces airborne microorganisms as they pass through the system. They operate 24 hours a day to continuously sanitize the air in the home. They are easy to install and each year you should return to replace the bulb. This is also a great time to schedule an annual dryer vent cleaning, but we will talk more about that next month.

Air-Care has marketing material available that can be given to each customer so you can leave them with some printed material. You will be surprised how many people will call you back with questions and orders. This is a product that offers 24 hour advantages, 365 days a year.

With an average retail price ranging from $250 to $600, think of what selling just three of these each month could do for your bottom line…now you knew I was going to find a way to fit some math in here, didn’t you?

How to find commercial prospects in your market

by Wayne Tracy, Operations Manager

It’s very simple – any building that’s not a residential building is a potential commercial account!  Even some residential properties are commercial accounts; apartments & condos are good examples. Sometimes the work will be there simply by asking for it. You need to develop a strategy for contacting the many types of commercial properties in your market and who you need to contact to be sure you are considered when commercial duct cleaning services are needed.

You have to have a balanced approach and not try to conquer the world in a week.  Some jobs may develop very quickly, but a good commercial portfolio depends on building relationships with several different contractor types to be sure you are considered when the need for your services arises.

Many times it will not be the building owner that contacts you to provide your services.  The following is a list of contractors you should contact and be sure they know about your company:

• Architects & Engineers
• General Contractors
• Mechanical Contractors & Engineers
• Property Managers
• HVAC Companies
• Restoration Companies
• Building Engineers
• Purchasing Managers
• Janitorial Contractors
• Real Estate Brokers

All of the above people are involved in building development, management, and services.  They will often be called upon by the building owners to source duct cleaning services.  It is important you maintain these relationships once you have built them with periodic contacts.  These contacts can be personal visits, mail, e-mail, or any other means.

Many times on larger building projects (new construction or renovation) the duct cleaning project is not advertised or put out for bid.  It will be written into the job specs for the above types of contractors.  Most will not offer duct cleaning services and will have to sub-contract the work out.  Be sure they know you exist and contact you to provide the duct cleaning service.

The following is a list of building types we have had the most success in providing our services to:

• Medical Facilities (hospitals, offices, nursing homes, etc)
• Banks
• Government Facilities (Federal, County, State & Local)
• Casinos and Hotels
• Retail Outlets
• Offices
• Restaurants
• Colleges & Schools (we have seen a big increase in demand over the past few years)

As I stated earlier, any building that’s not a residential property can be a potential commercial customer.  The above list is only a starting point of the most popular prospects in our market. You need to research your own market and develop your own prime potential customer.

Next month I’ll talk about ways to contact commercial customers and develop relationships with contractors.

If you have a subject area related to commercial duct cleaning you’d like to see covered; call or send me an e-mail and I’ll try to cover it in future issues of our newsletter.  Until the next issue “HAPPY SELLING” and go chase those commercial accounts. That $5,000 or $10,000 job may be just around the corner.

by David Montanaro, Service Manager

Building the Value Part II

As we continue on our “Rocky-like” series that focuses on building the value, we find ourselves on the topic of decontamination treatments. Whenever I say this to a customer, images of Cher in the movie “Silk Wood” race though my head. Not to worry though, no one will need to be scrubbed down afterwards.

Air-Care offers a host of chemical treatments that can be applied to both residential and commercial applications. With the exception of instances where we are dealing with fire damage or infestation, this is a simple three step process. Presenting it to the customer can be done in a very straight forward manner and you should always approach this from the position that the customer is going to agree because they need this service.

After explaining what you are going to do while cleaning the customer’s ducts, and usually before we begin to discuss electrostatic filters (remember last month’s article?), we should all be discussing decontamination treatments. “Decontamination” is a strong word that will sometimes raise concerns and sometimes slightly offend a customer, but after explaining the process and the benefits, all that goes away very quickly and I always use that word.

I begin by telling the customer that it is a three step process where we “fog” in a series of treatments. I try to avoid use of the word “chemicals”; no one wants a chemical in their home. Here is a quick run-though of what I say, “The first step is a sanitizer that is specifically designed for duct systems.” Most people do not have any questions as this is a very straight forward statement. “Step two is the application of a product called Soot Set. This will allow us to capture all of the VERY small dust particles that remain after cleaning and settle them. After all, the idea is to have less dust in you home right?”

Time to look for the all important customer nod or smile of approval. “The last step is a deodorizer. This has a mild lemon vanilla sent and is not designed to deodorize you home, but rather treat you air system.” As an added step Air-Care always places a solid Odor Block in the return, which of course, we tell the customer about and suggest that they replace them every thirty days or so, this is a great time to suggest that they order a case so that they have them on hand.

Earlier I mentioned fire damage and infestation, not to worry…Air-Care has everything that you need to address these issues. All you need to do is pick up the phone and give us a call.

A truly professional duct cleaning involves a number of steps and being “The Professional” will separate you from your competition and build your credability. Last month, we spoke about math and how wonderful it is, do you remember? Well a little basic math for everyone – add this service to every job you do and watch your billable revenue grow. I may be an awful speller, but in case I haven’t mentioned this, I love math!

How to integrate commercial projects into your business
by Wayne Tracy, Operations Manager

Last fall we started offering a one day training class on commercial duct cleaning.  We also introduced a training DVD on commercial duct cleaning.  We have had a huge response to both the classroom training and DVD training.  Listed below are topics covered in both the live training and DVD training.

• Commercial Air Handlers
• Commercial Air System Components
• Commercial System Designs
• Who Are Your Commercial Customers
• Evaporative and Swamp Coolers
• Commercial Duct Cleaning Procedures & Steps
• Duct Cleaning Equipment
• Blueprint Reading
• Quoting & Estimating Commercial Jobs
• Many more topics

Over the next several issues of our newsletter, I’ll discuss in detail some of the topics included in the DVD and live training.  This month I’ll discuss one of the most common questions I’m asked about commercial work:

WHY DO I WANT TO GET INVOLVED IN COMMERCIAL WORK VERSUS RESIDENTIAL?

My first response to this question is you need to be involved in both residential and commercial work to get the most return on your investment in this business.  If you’re already established in this business you’ve probably already built a residential customer base and if you’re new, you’ll develop your residential customer base fairly quickly.

There are less commercial buildings than residential and it will take a little longer to develop a solid commercial customer base.  You’ll need the residential business to get started as you build your commercial relationships.  Many new companies who aggressively seek commercial customers find success very quickly, but you have to work at attracting commercial accounts and maintaining them as regular customers.

Once you’ve done a few commercial jobs you’ll quickly realize how much more profitable they can be.  If your average residential job is $300 to $500, it will take a lot of jobs to give you the same return a  $5,000 commercial job will.  Commercial jobs can easily yield a return of up to 300% if quoted and managed properly.  It’s quite obvious where the profit lies, but you also have to consider you may not have a job of this size every week.  That’s why it’s important to have a balanced flow of residential and commercial work.

Some commercial jobs can amount to tens of thousands of dollars – imagine a $25,000 dollar job with a 100% plus return.  It may sound too good to be true, but in my 9 years of employment with Air-Care, I have sold and been responsible for many 5 figure jobs.  The largest job Air-Care has done was a little over 10 years ago and it was for over $270,000 and took 9 months to complete.  Five and six figure jobs are out there, you just have to be aggressively pursuing the commercial market to have a chance at landing one.

I’m sure some of you are thinking, “I don’t know how to do a large commercial project or how to price it.” Don’t let that be a concern!  If you’ve purchased equipment from us, we’ll get you started on the right foot for any size job by providing guidance on quoting and steps to complete the project.  Attending our live training or investing in the training DVD’s will also give you the basic information you need to quote and provide the service.

WHO ARE MY POTENTIAL COMMERCIAL CUSTOMERS?

It’s very simple – any building that’s not a residential building is a potential commercial account!  Even some residential properties are commercial accounts; apartments & condos are good examples. Sometimes the work will be there simply by asking for it. You need to develop a strategy for contacting the many types of commercial properties in your market.  You have to have a balanced approach and not try to conquer the world in a week.
Next month I’ll cover this subject in detail.

If you have a subject area related to commercial duct cleaning you’d like to see covered, call or send me an e-mail and I’ll try to cover it in future issues of our newsletter.  Until the next issue, “HAPPY SELLING” and go chase those commercial accounts; that $5,000 or $10,000 job may be just around the corner.

Take full advantage of your leads and service visits
by Wayne Tracy, Operations Manager

Are you taking full advantage of your leads and scheduled service visits?  Advertising and obtaining a customer is very costly and you have to be sure you get the most of every opportunity by offering your prospects and customers additional services and products.

When establishing your duct cleaning prices, be sure the customer is made aware of what is included in your advertised or quoted pricing.  When offering the additional services or products, be sure they are clearly offered as add-on or optional items.  You don’t want your customer to feel mislead or think they must have the optional products or services.  Offer them by explaining the benefits of each product and service.

You never want to be a bait & switch contractor (offering a service then not providing what you initially quoted or changing the level of service or pricing).  There is nothing wrong with a legitimate UPSELL.  You’re constantly being up sold in the marketplace everyday.  Go to a fast food restaurant and they often offer to super size your drink or fries.  Get an oil change and you are offered up sells such as wipers, radiator flush, etc.  Get a haircut and you are asked if you want a shave, shampoo, etc. – the list goes on and on.

One of the keys to being successful in up selling is to know your products and explain the benefits to your customer.  Be sure your staff, as well as you, is fully familiar with the products and services you offer.  Bundling products and offering discounts can also help you be more successful.

With air duct cleaning, you have many optional services to offer your customer.  The following is a list of services you can add to your basic duct cleaning package if not already included:

• Air Handler Cleaning (includes cleaning of evaporator coil & blower area)
• Condenser Coil Cleaning (the outside coil)
• Fogging of Sanitizer, Deodorizer, and/or Soot Set
• Dryer Duct Cleaning
• Bathroom/Laundry Room Exhaust Duct Cleaning
• Video Inspection Services for suspected duct problems (leaks, disconnections, etc.)
• Filter Maintenance Services
• Gas Chimney/Fireplace Cleaning
• Grill & Register Cleaning

In addition to optional services you should also have optional products to offer your customers.  The following is a list of products available to all of our contractors for resale to your customers:

• Electrostatic Air Filters
• ZAP Electrostatic Filter Cleaner
• Carbon Odor Control Products
• Solid Odor Control
• Quiet Breeze Ionic Air Purifier
• Ultra Violet Light Air Purification System
• Clean Breeze Automatic Aeresol Air Purifier with 4 Fragrance Options
• Vent/Register Filters
• Roxy Odor Neutralizer
• Kool Wrap AC Condenser Filters

Our website has lots of information on these products and services.  If you are up selling products, be sure each truck has samples and brochures on board to show to your customers.

How to build a value added add-on into each job
by David Montanaro, Service Manager

For the next few months I am going to share with you some ways to build the value of the services you offer through add-ons. Providing the customer with add-on options that will benefit them accomplishes a number of objectives that will demonstrate the broad scope of professional products and services that are available, the related health benefits, and of course, adds to your bottom line.

As discussed in last month’s article, nothing will be more effective than presenting these options at the time of a face-to-face estimate, but if that does not work all hope is not lost. At the time of service, technicians can reoffer these products and services giving the customer another opportunity to say “Yes” while there is a technician already in their home.

No home should be without an Air-Care electrostatic filter. The health benefits and cost savings of these products are overwhelming. Yes I said cost benefits and I always say this to the customer. If someone in using a quality pleated filter they are easily paying fifteen to twenty dollars a piece for them and some homes require multiple filters. Changing these every three months can get expensive, which is why they sometimes go unchanged and cause a host of negative affects on the air quality and flow through the system.

Over the course of as little as one year this product pays for itself. It’s that simple and you cannot argue with math. Though I always lead with the health benefits of electrostatic filters, reviewing the cost savings is an important second step that should never be overlooked.

The health benefits of electrostatic filters are an enormous selling point. Quality (I use this word loosely) pleated filters only capture about fifteen percent of all particles four microns or larger. Electrostatic filters can capture as much as ninety-four percent of all particles the same size. Again there is no arguing with math. If a customer has allergies, is dust-sensitive, has young children, or just wants to have less dust floating around their home, this product can help.

The most common objection I receive, aside from the initial cost, is that cleaning electrostatic filters is a bother. Remember, for every obstacle there is a way around, over or in this case through it. Whether changing a disposable filter or cleaning an electrostatic filter the customer still needs to remove and reinsert the filter so there is no different in time or effort at this point. Throwing away a disposable filter is easy, but each time a customer does that they are in affect throwing away money.

Cleaning an electrostatic filter requires nothing more than flushing it with water and letting it dry. We have customers that live in condominiums that do this in their bathtubs so how difficult can it really be. If you take into account the time of driving to the store, finding the correct size disposable filter and driving home, electrostatic filters actually take less time.
Did I mention the added time involved when a customer comes to the disappointing realization that the store is out of stock on the filter they want? Take it from someone that used disposable filters for years; this is frustrating and often results in buying a higher priced disposable filter to avoid driving to another store – more money thrown away.

If after presenting all these benefits to the customer they still are uninterested remember to ask most important question of your day, “May I ask what is holding you back from ordering this?” Knowing the challenge allows you to address it directly and possibly swing the sale in your direction by overcoming their objection.

Speaking of sales, an electrostatic filter provides a nice boost to your bottom line and can be either installed at the time of service or shipped directly to the customer. Imagine adding this product to just five services per month. Over the course of a year you will have sold sixty of them. Now add that directly to your bottom line. Don’t you just love math?