High-efficiency equipment demands precision installation and setup. As we’ve pointed out before – The Department of Energy recently found that 70-90% of residential HVAC systems have performance-affecting faults – a sobering statistic that highlights the importance of proper commissioning.
If you skip commissioning you will surely be back for a performance issue or a warranty callback. There is no free lunch.
– Jim Bergmann
But how do you communicate this value to homeowners who may have never heard of commissioning before?
Understanding Modern HVAC Commissioning
Gone are the days when HVAC equipment was forgiving of installation shortcuts. Today’s high-efficiency systems operate within narrow performance bands, requiring precise setup to deliver their promised efficiency and longevity. As Paul McHugh from Ray O. Cook points out, “There is (no forgiveness) built into this equipment anymore. For years with R22, you could dump the liquid Freon into the valves before opening them, and once liquid came out the other end, shut it off and you’re done. Those days are so gone.”
Commissioning is the process of verifying and documenting that your HVAC system performs according to its design specifications. It involves comprehensive testing of airflow, refrigerant charge, electrical measurements, and system performance under real operating conditions. Think of it as a thorough “physical exam” for your HVAC system – one that ensures everything is working exactly as it should.
The True Cost of Skipping Commissioning
The consequences of poor commissioning often don’t show up immediately. Cody Brasseal of Acaciana Comfort – a HVAC Contractor specializing in new builds – was struggling for years until they found measureQuick:
“We had a subdivision that we started up probably like 15 houses within the span of a month. And I remember having a guy on site QC or some kind of quality control. And there was water in the emergency drain pan… Every single house had water in the drain pan and the emergency drain pan. So we’re like, what the heck is going on? And so it’s static pressure. We’re not setting the fan speeds. We’re not paying attention to fan flow.”
These issues compound over time:
- Equipment failing prematurely due to incorrect setup
- Higher energy bills from systems operating below peak efficiency
- Comfort issues that may not be apparent until extreme weather
- Expensive emergency repairs during peak seasons
- Lost revenue and damaged reputation from callbacks
That last one costs more than you think. Brandon Payne from Eco Plumbers puts it bluntly: “If you’re not using measureQuick, you’re leaving systems unsold. There’s a lot of systems out there that we’re selling that other companies are just passing by.”
Do You Have A “Callbacks” Guy?
It’s nothing to be embarrassed about, but you should feel ashamed if you’re not doing something about it. It’s estimated that industry average callback rates are 10-15%, so once a business hits a certain scale of growth (20+ technicians), it’s typical to allocate a full time technician to triage callbacks.
Genz-Ryan – a 50 technician HVAC Business in Minnesota – had to assign a full time position just to run around and resolve preventable errors. This was costly to the business in more than just a salary – it left many unhappy customers (and a poor technician who got yelled at all day).
“Callbacks actually used to be a pretty just accepted part. Of our company to the point where we even had a full time guy that was hired just to run callbacks. So his entire job is: ‘We were out here, fix this thing a couple months ago. It’s not working again.’ Randy goes back out and helps get it going. Once we’ve started using measureQuick, we’ve noticed a lot of that stuff has stopped and our callbacks have dropped dramatically when it comes to the craftsmanship side of things.”
The HVAC Vitals™ Score: Making Quality Tangible
One of the biggest challenges in selling commissioning is making its value visible to homeowners. This is where measureQuick’s HVAC Vitals™ Score becomes invaluable. Similar to a doctor’s report, it provides a clear 0-100% health score that makes technical information accessible to customers.
“We can do this job to 70% or better, but 70% is the threshold that we’re trying to hit, or we can get you north of 95%. Which would you prefer?” shares Paul McHugh. “Always the customer says ‘Oh, we want 95.’ Okay, this is what we do differently to get you there.”
The HVAC Vitals™ Report includes:
- Overall system health score
- Color-coded performance indicators
- Summary of major system issues
- Record of improvements made
- Documentation of proper setup
Download a sample of the report here.
Starting Your Commissioning Journey
For contractors looking to implement commissioning practices, here’s a practical approach to get started:
- Begin with new installations: “Mrs. Smith, we’d like to come out and spend about an hour dialing that system in to make sure it’s the best it can be.”
- Use your maintenance program: Integrate commissioning checks into your regular maintenance visits to demonstrate additional value.
- Invest in training: Ensure your technicians understand both the technical aspects and customer communication elements of commissioning.
- Document everything: Use measureQuick’s reporting features to build a history of system performance and demonstrate value to customers.
Selling Commissioning to Homeowners
The key to selling commissioning is framing it in terms customers understand. Here are some proven approaches:
The Medical Analogy
“Would you trust a doctor who only checks your temperature? Our process is like running a complete set of lab tests. We check over 100 points automatically.”
The Long-term Value Proposition
“A building code standard unit won’t hurt you today or next week. But there is high potential it’s going to have problems much sooner than you’d like due to it not being dialed in.”
The Quality Difference
“Most contractors will get your system running at about 70% of its potential. We commission every system to operate at 95% or better, and we prove it with independent certification.”
Handling Common Objections
From Customers:
- “Why do you take longer than other contractors?” Response: “We take 30 minutes now to save you thousands later. Would you want your doctor to rush through your checkup?”
- “What do you mean you need to come back?” Response: “It’s installed perfectly fine. We just want to make sure it’s dialed in for peak performance now that it’s had some runtime.”
From Staff:
- “This takes too long” Response: Focus on the reduced callbacks and increased customer satisfaction. Show how proper commissioning actually saves time in the long run.
Leveraging the HVAC Vitals™ Customer Flyer
One of your most powerful tools for explaining commissioning is the HVAC Vitals™ Customer Flyer. This double-sided marketing piece effectively contrasts the measureQuick approach against typical contractors while educating homeowners about system health.
Download the Flyer here.
Using the Flyer Effectively
- During Sales Consultations Frame the conversation around healthcare analogies that resonate with homeowners: “Just like your doctor follows a specific process before diagnosing health issues, we follow a data-driven approach to your HVAC system. This flyer shows exactly how that works.”
- After Service Calls Leave the flyer behind when you identify potential issues: “I’ve marked the specific faults we found today on this flyer. As you can see, these issues can lead to higher energy bills and shorter equipment lifespan if not addressed.”
- During Maintenance Agreement Sales Use the four-step process shown on the back to explain your approach:
- Sensor Placement: “We use 7-12 smart tools to gather complete system data”
- Diagnostics: “Our software analyzes hundreds of data points in real-time”
- Vitals Review: “We’ll show you exactly what we found through detailed reports”
- Corrective Actions: “You decide what work gets done, and we prove the improvements”
Addressing Common Customer Concerns
The flyer directly tackles key customer concerns with powerful statistics and social proof:
- For the skeptical customer: Point to the Department of Energy study showing 9 out of 10 homes have system faults
- For the value-conscious: Leverage testimonials about using Vitals™ Reports helps homeowners make informed repair vs. replace decisions
- For those questioning your higher price: Use the side-by-side comparison showing how measureQuick contractors differ from typical contractors
Best Practices for Flyer Usage
- Keep copies readily available: Stock your truck with flyers to use whenever opportunities arise
- Reference it during conversations: “Let me show you exactly what I mean right here on this diagram…”
- Use it to explain your process: Walk through the sensor placement diagram to show what comprehensive diagnostics really means
- Highlight the before/after scores: “See these test-in and test-out scores? This is how we prove we’ve improved your system’s performance.”
The HVAC Vitals™ Customer Flyer serves as both an educational tool and a tangible reminder of your commitment to quality. When used effectively, it helps justify your premium service while differentiating you from competitors who can’t provide the same level of diagnostic certainty.
Starting Your Commissioning Journey
As HVAC equipment becomes more sophisticated, proper commissioning isn’t just a nice-to-have – it’s essential for system longevity and performance. By implementing a strong commissioning process and effectively communicating its value to homeowners, you can differentiate your company, reduce callbacks, and deliver superior results for your customers.
Remember Paul McHugh’s wisdom: “You’ve got to believe in doing a better job. If you believe in doing a better job, charge for it and use the measureQuick commissioning process. Jim gives it to you on a golden platter.”
Read even more tips on how to justify the value of commissioning in our helpdesk article.
Proving Quality Through ACCA QI Certificates
While the HVAC Vitals™ Score shows your customers exactly how their system is performing, ACCA Quality Installation (QI) certificates provide third-party verification of your craftsmanship. ACCA offers two levels of equipment certification through measureQuick:
- Verified Equipment Operation (VEO): Certifies that new equipment meets high standards for airflow, refrigerant charge, electrical measurements, and combustion (for furnaces).
- Verified System Performance (VSP): Goes beyond equipment to verify the entire system, including proper load calculations, equipment selection, ductwork, and ventilation.
The certificates become powerful sales tools that demonstrate your commitment to quality. Some contractors even laminate these certificates and mail them to customers with thank you cards, creating a lasting reminder of their investment in quality installation. More importantly, these certificates provide documentation that can protect both you and your customer if warranty issues arise later.
Managing the Culture Change
Implementing commissioning requires a shift in company culture. As Greg Kula from Jones Services notes, “You’re not going to wait around for that 10-year veteran to come walking through your door asking for a job. You’re going to grow within.” That said, culture change is easier said than done. But there is a pattern for success that we’ve identified which may help you integrate commissioning into your company culture.
While old dogs can be taught new tricks, integrating new technology into an HVAC business should begin with new technicians. Gen Z is a digital-first generation, who haven’t yet been infected with the beer-can-cold mindset. Give them the tablet, the software the smart tools – and the freedom to experiment. You might be surprised at what they have to teach you. The old dogs, on the other hand, will change through patience, persistence, and the fear of missing out (FOMO). Once they see younger techs with smart tools running circles around them, they’ll get curious. The secret is allowing the two groups to explore the technology together without the pressure to perform. This safe environment of discovery strips people of their biases and promotes “play” – which is essential for learning new skills and breaking old habits.
If you need assistance with integrating commissioning into your company culture, or training your techs on how to sell The HVAC Vitals™ process to customers, book a free consult with us!
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