How to Find Trustworthy Tech Professionals Who Prioritize Your Needs

Tired of Salesmen?

• With a lot of companies now, the direction they're taking is towards sales. Skills and technical abilities are frowned upon, or directly discouraged. The main objective is to sell anything and everything they can.

• Because of the lack of experience and technical knowledge, they use the parts' changer/shotgun approach to service and repair. This means they don't know the root cause of the issues, and so will change every part associated with the problem. As in; the furnace fails to fire occasionally, so they will tell you the issue is with multiple parts. They will change multiple parts and or safeties. This might or might not solve the problem, but the main goal was to sell as much as possible. The root cause might have been a simple adjustment or cleaning.

• The issue might or might not have been corrected. There might be multiple trips, which can mean taking more time off work for the customer. Sometimes the same tech will come back out, and run into the same issues.

• Eventually, the company might send a senior or warranty technician, who might be able to understand and then correct the problem, depending on skill level. By that time everyone from the customer, the neighbors, and the company will be frustrated and tired.

• That's assuming they didn't just make an endless argument that the system needed to be replaced. This is their go-to, what they are actually there for. They will try to convince you that all issues can be corrected with a new system. Even though they might have created the problem in the first place.

Recognizing the Problem: When Techs Prioritize Sales Over Service

• Aggressive up-selling can indicate a lack of real expertise.

• To identify if a technician is more focused on selling than solving problems, watch for these signs:

  • They prioritize up-selling products over diagnosing the issue.

  • They provide vague explanations instead of clear solutions.

  • They rush through the assessment without thorough investigation.

  • They frequently suggest unnecessary add-ons or upgrades.

  • They avoid answering specific questions about the problem.

  • They emphasize high-cost solutions without exploring alternatives.

• Examples from personal experiences where tech advice felt driven by profit, not necessity, are too numerous to list. Our techs have all worked for large, well known organizations where that is the business model. Our techs were put into warranty positions, because they were the only ones that could fix the issue.

  • Can mostly be found by companies owned by Private Equity Corporations, where profit is prioritized.

Why Expertise Matters More Than Selling Skills

• The true value of knowledgeable techs is in solving issues correctly the first time.

• Proper diagnosis saves money and time in the long run.

• There is a high importance of technical certifications and ongoing education for tech professionals. The industry overall and our technicians are constantly improving.

Prepare Yourself Before Calling

• Gather all relevant information about your system or issue.

• Research common problems and potential solutions.

• Set clear expectations about what you want from the service call.

• Prepare questions to gauge the technician’s expertise.

How to Identify a Trustworthy Tech Support Provider

• Check reviews and testimonials from other customers.

• Ask clear, specific questions to assess a tech’s knowledge.

• Be wary of vague or evasive answers about your problem.

• Recognize honest techs who explain why certain products or services are necessary.

  
  
  
  

Building a Better Relationship with Our Customers

• Communication helps build trust and reduces mis-selling.

• We pledge transparency in pricing and service options.

• Providing explanations in plain language for better understanding.

Learning from My Experience: What Changed for Me

• ICC Master Mechanical certified, with over 30 years experience in all aspects of HVAC, including 25 years of commercial buildings from shopping centers to downtown buildings, data centers, and residential of all types and sizes, I was the warranty tech they would send. I was discouraged, disheartened, and disgusted by the things I would find, or the stories of high pressure sales that started it all.

• That's why we decided to do something about it. Since we couldn't change the companies, we broke away and started a new one, based on our values and ethics.