You know your callback number. Now what are you going to do about it?
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In last month’s blog, we talked about how this year’s short, slow summer put a spotlight on something a lot of HVAC contractors would rather not look at too closely: their callback rate. Fewer jobs meant less padding, which meant every callback hit your bottom line harder than usual.
We asked you to actually run the numbers (you can do it for free in minutes using ACCA’s Callback Calculator) to find out: How many callbacks did you have this summer? What did the average one cost you?
If you did that homework, you probably didn’t love the answer.
Identifying that you have a high callback rate problem is the first step. The next step is finding a solution. Then, you need a game plan for taking action.
The Fix to High Callback Rates Starts With Doing the Work Right the First Time
Reducing callbacks comes down to one thing: installing systems correctly and making sure they’re performing at a high standard before your install tech ever leaves the job site.
That’s exactly what measureQuick and ACCA QI certificates are designed to give you.
Here’s how it works:
Your techs connect Bluetooth digital probes to the system during the install. Those probes measure the real performance data, airflow, pressures, and temperatures that actually tell you whether a system is running the way it should. The measureQuick app pulls that data together and walks your team through a proper commissioning process, instead of relying on a clipboard checklist and a tech’s best guess. If something’s wrong with the install or the way the system is operating, measureQuick flags it and takes you step by step through the fix.
Once a system passes that verification, it qualifies for an ACCA QI certificate, which is issued directly in the app to the customer.
The primary benefit of a QI certificate is that it gives everyone (not just you and your install tech but the homeowner as well) proof that the system was installed the right way. Plus, you’ve significantly reduced, if not totally eliminated, the possibility of a callback.
Getting Started: Where a Lot of Contractors Get Stuck
We know there’s a problem. We know there’s a solution. But a lot of contractors get to this point and stall out. They know they’ll need new equipment, new habits, and a new install process, as well as a team that’s bought into the idea that this will make their lives better as well. It can feel like a lot to take on, especially in the middle of a busy season.
This isn’t something you have to do on your own! It’s why ACCA is supporting contractors as they make the transition. If you had an off year, you’re now in your shoulder season. If there was ever going to be a time to act, it’s now, and we’re here to help.
Get Started with a Personalized Intro Call and Demo, or Two-Day On-Site Training for Your Team
When you reach out to ACCA to take the first step, you’ll be talking with Brian Feenie, ACCA’s QI Certificates Chief Encouragement Officer. Brian’s spent 30 years in HVAC and home services, and he knows exactly how to take your operations from where they are today to a fully-operational and standardized system commissioning process with measureQuick and QI certificates.
On your initial call, Brian will learn more about your business and operations and where you’ll be starting from. Then he’ll walk you through exactly what needs to happen to get measureQuick set up for your team and how to train them on the QI certificate process, based on where your business actually is right now.
And Brian doesn’t just talk you through it over the phone. He offers two-day, in-person training sessions where he flies out to your business and works directly with your team, covering both measureQuick and QI certificates from beginning to end.
The callback problem isn’t something you can completely solve in two days. But if you’ve been looking for the motivation and a push in the direction of fewer callbacks, stronger trust with homeowners, and a more stable, sustainable business, season after season, it’s a great place to start.
Ready to stop the callbacks? Find out what it takes to bring measureQuick and QI certificates to your team. Visit acca.org/qa/prove-it to learn more and book a call with Brian.
Posted In: QA, Quality Standards
