1. What sights, sounds and smells will the customer encounter before the installation? Before Installation The new units and supporting materials are placed near where they will be installed. (In the video they smelled ribs, the customer liked to barbeque)
2. What sights, sounds and smells will the customer encounter during the installation? During the installation the customer will see holes being drilled, lines being run and units being mounted. They head drilling, torch sound, and pipes clacking together. They smell a slight but sharp brazing related smell.
3. What sights, sounds, smells and touch will the customer encounter after the installation? After the installation the customer should see new units on the inside and outside of their home. With supporting lines on the outside of the home. As long as the technician did everything properly the customer shouldn't have to deal with any unwanted smells in the home. (and in the video they all ate ribs and lived happily every after)
4. What impact does the customer experience of these sights, sounds, smells and touch have on their perception of your service call? As long as you are convincing and explain these senses to the customer they should be prepared for everything that ensues.
The customer will see the new units, any installation materials, and smell any VOC's comming off these new materials.
During the install the customer will see and hear holes being drilled, unit being mounted, lines being run. They will smell the brazing related smell, and hear the loud sharpe whistle of the acycelene.
After the units are installed the customer will see the header inside their home, the lines and outdoor unit will be seen out side their home. As long as everything was done as per manufacture procedures, there shouldn't be any unwanted smells in the client's home.
Customer impact will be minimal as long as the technician installing everything is good at explaining what they are doing and why.
The customer will see the technician making measurements so he can place the bracket in the right spot and cut the hole in the right spot as well. The customer may smell the BBQ that their neighbor is having.
During the installation the customer is going to hear the technician mounting the bracket, as well the as the hole saw from cutting the hole. They may smell drywall dust since there are holes being cut.
The customer will see the indoor unit mounted on their wall. They will also see the outdoor unit placed, or mounted some where's outside. They may smell some VOC's as it's fresh plastic in the house. If they want, they can feel the unit and see how smooth the lovely plastic casing is.
They know you've done your job properly when they can hear, see, and feel all of these things. It means everything is coming together.
The customer I assume smelled BBQ, and maybe voc's off the new material?
During the install the could see their wall being rip apart, they could smell drywall.
After the installation the customer would see the unit installed and they could hear the unit run, As long as the installation was done properly they shouldn't have to deal with any unwanted smells.
As long as you know what your doing and your competent with your work they should be happy with the install.
1. What sights, sounds and smells will the customer encounter before the installation? Well the main thing the customer will notice before installation is the heat of the room it should be in as the current A/C system isn't cooling enough. One thing the technician and customer smells was the Kansas City ribs. The technician also took a tour of the house and looked at possible spots the A/C unit would be installed; he also noticed that the shrubs should be removed. Something the customers would have heard would be the technician's tone as he talked them through what was going to happen.
2. What sights, sounds and smells will the customer encounter during the installation? A sight the customer would see is the technician measuring and leveling out where the unit would go. Some sounds would come from drills and saws being used during the installation process. Smells would be from the saws cutting whatever material could be in the wall of the home such drywall.
3. What sights, sounds, smells and touch will the customer encounter after the installation? The customer will see their new unit fully installed in the wall along with the drain line, they will feel the room is now a lot cooler and comfortable. In a perfect world they will not hear the unit running loudly and can say goodbye the the technician.
4. What impact does the customer experience of these sights, sounds, smells and touch have on their perception of your service call? The impact the customer would experience is ideally a good one. At first the customer will be unhappy with their current cooling situation and they might even be unhappy with the sights and sounds during installation of their new unit but once you are all packed up and ready to go they should be happy as they have a new A/C to keep them comfortable.
Mini Split Install Before: 1) The Tech drives in the driveway with a nice clean vehicle. 2) He is clean and dressed nice. 3) When the customers answer the door he is very polite. 4) As the Tech talks to the customers, he sounds very knowledgeable and gives the customers a verbal description of what the unit will look like from the outside and in the room being conditioned. 5) He tells the customers that they should have the inside unit mounted high on the wall to prevent air from blowing down in peoples faces. 6) Shows the customers the basic operation of the unit. During: 1) As the Tech helps the Installer install the line set he explains what they have to do, to connect the outdoor condensing unit to the inside evaporating unit. 2) The Installer has a nice clean tarp to protect the floor from falling debris. 3) The Tech and Installer work very well together, showing the customers that they are professionals. 4) Lets the customers help a little, to make them feel good about the experience. After: 1) The customers hear how quiet the inside unit is. 2) The Installer does a very neat job putting the wall and other things back together. 3)The condensing unit is hidden on the side of the house, amongst the shrubs. 4)The indoor unit is hung neat, level and looks very appealing to the eye. 5) The conditioned room is cooled very nicely and the unit is very quiet.
Before the installation the customer hear a knock on the door,the technician voice and hear an explanation of the best possible location and distance the inside unit should be away from the inside unit and the smell of some meat ready for bar-b-Que. During the installation the customer hear an explanation of the basic refrigeration cycle, hear the sound of the drill drilling holes,about the condensate drain pipe connection and wiring connection to the units. The customer see the hole drill for the pipes and wiring for connecting the indoor unit to outdoor unit, see the mounting bracket bolt on and the indoor unit hook on the mount and smell the bar-b-Que cooking. After the installation, the customer hear how quiet the system work see the new unit inside and outside and should smell cool clean air. The customer had a great impact on the experience of the sound smell sight and touch of my service because the customer see how professionally dress i am, get assurance with my explanation as to how the system should hook up and function and how quiet it ran after i finish and express how cold and dry the air is.
before the mini split install the hvac tech shows up with a clean well kept vehicle and a clean dress. the tech is very polite when the customer answers the door. before the install the tech gives the customer good information about what the unit should look like once hung from the wall. before he mounts the head he explains that you should hang it higher to avoid air blowing in peoples faces he follows up with basic operation of the remote and settings. the installer sets up a tarp on the ground to protect there floor. during the work you can see the tech and the installer work very well together and they let the customer help a little but to make him feel useful. after the installation the customers realize how neat of a job the tech and installer did and they notice how quite the indoor and outdoor units are and how well they hid the condensing unit on the side of the house covered with shrubs. they hung the indoor unit neat and level
Before the installation: the Customer sees the technetium approach the driveway and park out of the way. Initially the tech talks with the customer to work out where the system will be set up, the technician is clean and dressed in company uniform. He stars off the interaction by shaking the customers hand. During the Installation: the customer sees the mini split being pieced togeather. He can hear the sound of a drill going through the wall but the technition had previously told the customer that he would be drilling. the customer notices little to no odors in the house as the work is being complete. All of the technicians tools are sitting out of the way so the customer does not trip. After the installation: the minisplit is fully installed and all components are level and looks presentable. the customer can hear the ahu running and producing noticeable cooling effects. There is Still little to no outdoors in the house, and the technition cleans up his tools and mess and shakes the customers hand before leaving
Before the installation: The technician pulls into the customers driveway. The customer hears a knock on his door, so he goes to answer it. The technician presents himself well to the customer has he is well mannered and well dressed. The technician explains the procedure to the customer and describes the finished product. The Customer trusts the technician as he seems very knowledgeable. The technician shows where the inside unit is going to be mounted at and explains the units operation and how to use it. During the installation: The Technician helps the installer with the suction and liquid lines. The customer hears the sound of the drill for a short time as the debris falls on the tarp. The customer sees the professionalism and teamwork between the technician and the installer. They even let the customer help a little. After the installation: The Customer see's the finished product and how well of a job they did. Everything is cleaned up and put back to how it originally was before the technician arrived. The customer also hears how quiet the unit is when its running. The Technician explained he tried to hide the condensing unit as much as he could with the shrubs and bushes on the side of the house. The indoor unit is hung high on the wall and is level, appealing, and not in the way. The room is provided with air condition quietly and efficiently. The customer is happy with the finished job. The customer experience impacts greatly on the technician as he will tell his friends and family if the technician/service was good or bad. In the end the technician did the job he needed to do and acted professionally. The customer is happy with the service.
Before the installation of the heat pump the customer sees the technician pull into the driveway in a nice looking vehicle and the tech gets out in nice clothing as well. They talk about where the heat pump should be placed and the best procedures to do this. When the tech starts installing the heat pump he starts drilling a hole through the wall put the customer was okay about this because before he did any work the tech told the customer exactly what he was doing and where he had to drill holes. The technician also keeps a very clean work site such as his tools aren't scattered all over the place creating a hazard.The customer smells very little if any odor from this installation process. Once the install is complete the Tech shows the customer that the unit is working properly and once the customer agrees with him he cleans his tools up and shakes the customers hand and leaves after hes done cleaning up.
Prior to a mini split installation the customer may first encounter a company vehicle, the appearance of which is largely controlled by the company with which the technician works for though if possible the technician could ensure the vehicle is washed and clear of mud, dirt, etc. The appearance of the technician will also come into play prior to the installation. The technician should maintain a clean appearance, including proper clothes which may give the customer confidence in their skill set. Greeting the customer should be done in a professional manner. Proper composure during the initial greeting will help to bolster the perception the customer will have of the company or technician. There aren't really any smells which could positively impact a customers perception at this point however any bad smells such as ones which are related to the hygiene of the technician for example, could have a very negative impact on the situation, especially given that no physical work has been performed at this point.
Almost all customers will take the time to monitor the technician at some point if not more often during the installation. During this time a customer would witness not only the tradesperson at work, but their tools, garbage, etc. While an overly tidy area would be generally unexpected during almost any trade work, the technician should ensure that there are no tripping hazards or excessive amounts of garbage or tools impeding areas that may be used by the customer. Because the work being done will involve wall penetrations the technician should ensure that the customer is aware of the noises they will be hearing (drills, etc.) to avoid the possibility of startling them. If the work involves any type of torch the customer may smell brazing fumes during the installation, and the technician should ensure that there are measures in place to prevent any strong odours from building up, such as having a window opened or other means of creating an effective airflow. The customer may also smell VOC's emanating from any of the new materials such as a plastic-like smell of the indoor unit upon first being unboxed.
Following the installation the indoor unit may be frequently in the customers sight, and if the work was performed poorly in such a way as to affect the appearance of the indoor unit negatively, this will have a serious and lasting consequence on the customers perception of the company and or technician. That is if they don't immediately request a fix, which is possible given that some customers may be too shy to complain initially. The outdoor unit, along with any exterior line sets will also be visible quite frequently and similar care should be taken to the aesthetic appearance of those items. Most indoor units for mini split systems are relatively quiet, and the sound of airflow to the customer should be relatively faint. It is possible the customer may smell the VOC's from the plastic of the indoor unit initially, though this is to to be expected generally. At this point the customer will most likely get a rundown on system operation and how to change certain settings, etc. so it is a good idea for the technician to know what they are talking about. The knowledge demonstrated by the technician will have a lasting impact on the perception of the installer, every time the customer goes to change the settings themselves. The customer will also feel the temperature difference created by the system, which is the ultimate goal of the install. Assuming the install was done properly, the customer should have no trouble attaining the temperatures they want, having a positive impact on their perception of the install.
Before the installation: Service tech greets customer at the door, arrived on time not a minute after, introduces him/herself and they discuss where the unit will be placed and approximately how long they will be there.
During the installation: The customer hears the service tech drilling outside but has no concern because they were informed of the noise, yet pleased with the cleanliness of the service technician.
After the installation: The customer is pleased with how quick and professional the technician was. How clean the results are. The technician started the unit and showed the customer how to use the controls on the remote, and tried all the settings before leaving the job site. The customer was pleased on how accurate the service tech was on his ending time.
Impact: The customer experiences a professional job and is pleased. They tell their neighbors and friends leading to future work.
Before the installation: The customer is greeted by the technician right on time for the scheduled install. The technician introduces himself, informing the customer where the proper location for the unit to be installed is.
During Installation: The technician communicates with the customer explaining each step of the installation process so the customer isn't concerned of any hazardous procedures.
After the Installation: The technician walks the customer through each step training the customer on how to use the unit, explaining each setting. The customer is pleased and impressed with how fast the installation process was along with the tidiness of the technicians workspace.
Impact: The customer is very happy with his/her experience with the professional HVAC Technician. The customer is now recommending the technician to all family and friends for heat pump installations
1.What sights, sounds and smells will the customer encounter before the installation? A1.Customer will see the new unit and materials. will hear the noise from the moving of components, and smell ribs.
2. What sights, sounds and smells will the customer encounter during the installation? 2A. The customer will see holes being drilled and requirements for the installation being put in place, with hear the noises from drilling hammering and torch work, and will smell the odors from all the work being completed like burning smells.
3. What sights, sounds, smells and touch will the customer encounter after the installation? 3A. The customer will see the new equipment in place inside and out, the customer will hear the equipment running, and if installed correctly there will be no smells from the system, and the customer will be able to touch the unit and control it.
4. What impact does the customer experience of these sights, sounds, smells and touch have on their perception of your service call? 4A.As long as the technician provided excellent customer service and followed proper installation procedures correctly and communicated clearly on expectation with the customer the customer should perceive this as an excellent customer experience.
Before: Before an installation the HVAC tech needs to arrive to the job site ready to work, prepared with all the materials and tools ready, with a clean presence. During: During the installation it is important to consult with the home owner position of the mini split and as it is there home they will be the one to see it day in and day out so they want it to look appealing but also efficient with air flow. After: After the work is all said and done the tech should always preform a follow up and listen to the customer and hear what they have to say as well as give them an opportunity to ask any questions they may have. Impact: The combination of the before during and post job all rounds together into the clients overall opinion of the service call. if the client is happy with everything they see, hear, smell, touch and taste then the impact would be great and more likely to give you a call to come back again for more business
Before the installation of the heat pump the customer sees the technician pull into the driveway in a nice looking vehicle and the tech gets out in nice clothing as well. He rings the door bell and greets himself to the customer. They talk about where the heat pump should be placed and the best procedures to do this.I liked how the technician took the homeowners concerns with the unit placement into consideration and gave them other options to choose from before installing it just anywhere. When the tech starts installing the unit he starts drilling a hole through the wall after measuring twice of course. The technician also keeps a very clean work site such as his tools aren't scattered all over the place creating a hazard.The customer smells very little if any odor from this installation process.Once the install is complete the Tech shows the customer that the unit is working properly and once the customer agrees with him he cleans his tools up and shakes the customers hand and leaves after hes done cleaning up, and eating all their food.
1) Before this mini-split install the customer was approached very politely. First the employer drove up in a nice quiet vehicle. It looked as though the worker was well prepared and dressed professional so I am assuming he smelt very clean as well. His truck seemed new so the smell of that coming was probably meniscal. 2) While the working was installing the mini-split Ribs were being cooked so that probably trumped the smell of the drywall dust caused from construction. The customer would here the noise of the drills coming from the basement as well as the noise of the wall being torn into. The customer would see the wall being torn apart and put back together during the installation. The customer would also see the production of the indoor and outdoor unit being complete. 3) After the installation the customer wouldn't here much sound coming out of the heat pump because the install was done so well that you could hardly here it. The customer felt the cool air coming out of the heat pump which was a welcome feeling. The customer seen the heat pump complete with no evidence of any construction being done at the house. 4) The customer was impacted in a positive way. From before to after the heat pump being installed the customer noticed a positive cool temperature change. Since the heat pump was installed at the side of the house the customer was impacted greatly because you couldn't see it when you drove by on the road. Also since the heat pump was installed properly there was little noise coming out especially compared to the window unit the had previously. Finally the positive impact of the smell of tasty ribs impacted the workers and customers in a really good way.
Before: -Tech drives in the driveway with a nice clean vehicle. - clean and dressed nicely. - be polite. - As the Tech talks to the customers, he sounds like he knows what hes talking about and let the costomer know what he will be doing. -tell costomer ideas on where to mount the unit for best airflow. - explain how the system works in a way they may understand
During: -Tech works professionally and can show them what to do if they want to help. - Clean as you go and it will look better and will have less dust ect. - Work well with your employees and talk about respectful things. - You could let the costomers do litle things to help keep a good relationship and so they have a litttle ride in the finished prduct
After: - nice looking a is a quit unit -Make things look as good or better tha n before. -The condensing unit is hidden on the side of the house, amongst the shrubs. -take your time an make things level and done right. -house is now running with A/c and is very comfortable.
ReplyDelete1. What sights, sounds and smells will the customer encounter before the installation?
Before Installation The new units and supporting materials are placed near where they will be installed. (In the video they smelled ribs, the customer liked to barbeque)
2. What sights, sounds and smells will the customer encounter during the installation?
During the installation the customer will see holes being drilled, lines being run and units being mounted. They head drilling, torch sound, and pipes clacking together. They smell a slight but sharp brazing related smell.
3. What sights, sounds, smells and touch will the customer encounter after the installation?
After the installation the customer should see new units on the inside and outside of their home. With supporting lines on the outside of the home. As long as the technician did everything properly the customer shouldn't have to deal with any unwanted smells in the home. (and in the video they all ate ribs and lived happily every after)
4. What impact does the customer experience of these sights, sounds, smells and touch have on their perception of your service call?
As long as you are convincing and explain these senses to the customer they should be prepared for everything that ensues.
Adrien K. - W0177874
ReplyDeleteThe customer will see the new units, any installation materials, and smell any VOC's comming off these new materials.
During the install the customer will see and hear holes being drilled, unit being mounted, lines being run. They will smell the brazing related smell, and hear the loud sharpe whistle of the acycelene.
After the units are installed the customer will see the header inside their home, the lines and outdoor unit will be seen out side their home. As long as everything was done as per manufacture procedures, there shouldn't be any unwanted smells in the client's home.
Customer impact will be minimal as long as the technician installing everything is good at explaining what they are doing and why.
The customer will see the technician making measurements so he can place the bracket in the right spot and cut the hole in the right spot as well. The customer may smell the BBQ that their neighbor is having.
ReplyDeleteDuring the installation the customer is going to hear the technician mounting the bracket, as well the as the hole saw from cutting the hole. They may smell drywall dust since there are holes being cut.
The customer will see the indoor unit mounted on their wall. They will also see the outdoor unit placed, or mounted some where's outside. They may smell some VOC's as it's fresh plastic in the house. If they want, they can feel the unit and see how smooth the lovely plastic casing is.
They know you've done your job properly when they can hear, see, and feel all of these things. It means everything is coming together.
The customer I assume smelled BBQ, and maybe voc's off the new material?
ReplyDeleteDuring the install the could see their wall being rip apart, they could smell drywall.
After the installation the customer would see the unit installed and they could hear the unit run, As long as the installation was done properly they shouldn't have to deal with any unwanted smells.
As long as you know what your doing and your competent with your work they should be happy with the install.
Chris Surette
1. What sights, sounds and smells will the customer encounter before the installation?
ReplyDeleteWell the main thing the customer will notice before installation is the heat of the room it should be in as the current A/C system isn't cooling enough. One thing the technician and customer smells was the Kansas City ribs. The technician also took a tour of the house and looked at possible spots the A/C unit would be installed; he also noticed that the shrubs should be removed. Something the customers would have heard would be the technician's tone as he talked them through what was going to happen.
2. What sights, sounds and smells will the customer encounter during the installation?
A sight the customer would see is the technician measuring and leveling out where the unit would go. Some sounds would come from drills and saws being used during the installation process. Smells would be from the saws cutting whatever material could be in the wall of the home such drywall.
3. What sights, sounds, smells and touch will the customer encounter after the installation?
The customer will see their new unit fully installed in the wall along with the drain line, they will feel the room is now a lot cooler and comfortable. In a perfect world they will not hear the unit running loudly and can say goodbye the the technician.
4. What impact does the customer experience of these sights, sounds, smells and touch have on their perception of your service call?
The impact the customer would experience is ideally a good one. At first the customer will be unhappy with their current cooling situation and they might even be unhappy with the sights and sounds during installation of their new unit but once you are all packed up and ready to go they should be happy as they have a new A/C to keep them comfortable.
Hello Dave,
ReplyDeleteJust a quick note hear to let you know I e-mailed the tangibles table. it should be in your e-mail.
Thanks.
Mini Split Install
ReplyDeleteBefore:
1) The Tech drives in the driveway with a nice clean vehicle.
2) He is clean and dressed nice.
3) When the customers answer the door he is very polite.
4) As the Tech talks to the customers, he sounds very knowledgeable and gives the customers a verbal description of what the unit will look like from the outside and in the room being conditioned.
5) He tells the customers that they should have the inside unit mounted high on the wall to prevent air from blowing down in peoples faces.
6) Shows the customers the basic operation of the unit.
During:
1) As the Tech helps the Installer install the line set he explains what they have to do, to connect the outdoor condensing unit to the inside evaporating unit.
2) The Installer has a nice clean tarp to protect the floor from falling debris.
3) The Tech and Installer work very well together, showing the customers that they are professionals.
4) Lets the customers help a little, to make them feel good about the experience.
After:
1) The customers hear how quiet the inside unit is.
2) The Installer does a very neat job putting the wall and other things back together.
3)The condensing unit is hidden on the side of the house, amongst the shrubs.
4)The indoor unit is hung neat, level and looks very appealing to the eye.
5) The conditioned room is cooled very nicely and the unit is very quiet.
Before the installation the customer hear a knock on the door,the technician voice and hear an explanation of the best possible location and distance the inside unit should be away from the inside unit and the smell of some meat ready for bar-b-Que.
ReplyDeleteDuring the installation the customer hear an explanation of the basic refrigeration cycle, hear the sound of the drill drilling holes,about the condensate drain pipe connection and wiring connection to the units. The customer see the hole drill for the pipes and wiring for connecting the indoor unit to outdoor unit, see the mounting bracket bolt on and the indoor unit hook on the mount and smell the bar-b-Que cooking.
After the installation, the customer hear how quiet the system work see the new unit inside and outside and should smell cool clean air.
The customer had a great impact on the experience of the sound smell sight and touch of my service because the customer see how professionally dress i am, get assurance with my explanation as to how the system should hook up and function and how quiet it ran after i finish and express how cold and dry the air is.
before the mini split install the hvac tech shows up with a clean well kept vehicle and a clean dress.
ReplyDeletethe tech is very polite when the customer answers the door. before the install the tech gives the customer good information about what the unit should look like once hung from the wall. before he mounts the head he explains that you should hang it higher to avoid air blowing in peoples faces he follows up with basic operation of the remote and settings. the installer sets up a tarp on the ground to protect there floor.
during the work you can see the tech and the installer work very well together and they let the customer help a little but to make him feel useful.
after the installation the customers realize how neat of a job the tech and installer did and they notice how quite the indoor and outdoor units are and how well they hid the condensing unit on the side of the house covered with shrubs. they hung the indoor unit neat and level
Before the installation: the Customer sees the technetium approach the driveway and park out of the way. Initially the tech talks with the customer to work out where the system will be set up, the technician is clean and dressed in company uniform. He stars off the interaction by shaking the customers hand. During the Installation: the customer sees the mini split being pieced togeather. He can hear the sound of a drill going through the wall but the technition had previously told the customer that he would be drilling. the customer notices little to no odors in the house as the work is being complete. All of the technicians tools are sitting out of the way so the customer does not trip. After the installation: the minisplit is fully installed and all components are level and looks presentable. the customer can hear the ahu running and producing noticeable cooling effects. There is Still little to no outdoors in the house, and the technition cleans up his tools and mess and shakes the customers hand before leaving
ReplyDeleteBefore the installation: The technician pulls into the customers driveway. The customer hears a knock on his door, so he goes to answer it. The technician presents himself well to the customer has he is well mannered and well dressed. The technician explains the procedure to the customer and describes the finished product. The Customer trusts the technician as he seems very knowledgeable. The technician shows where the inside unit is going to be mounted at and explains the units operation and how to use it.
ReplyDeleteDuring the installation: The Technician helps the installer with the suction and liquid lines. The customer hears the sound of the drill for a short time as the debris falls on the tarp. The customer sees the professionalism and teamwork between the technician and the installer. They even let the customer help a little.
After the installation: The Customer see's the finished product and how well of a job they did. Everything is cleaned up and put back to how it originally was before the technician arrived. The customer also hears how quiet the unit is when its running. The Technician explained he tried to hide the condensing unit as much as he could with the shrubs and bushes on the side of the house. The indoor unit is hung high on the wall and is level, appealing, and not in the way. The room is provided with air condition quietly and efficiently. The customer is happy with the finished job. The customer experience impacts greatly on the technician as he will tell his friends and family if the technician/service was good or bad. In the end the technician did the job he needed to do and acted professionally. The customer is happy with the service.
Before the installation of the heat pump the customer sees the technician pull into the driveway in a nice looking vehicle and the tech gets out in nice clothing as well. They talk about where the heat pump should be placed and the best procedures to do this. When the tech starts installing the heat pump he starts drilling a hole through the wall put the customer was okay about this because before he did any work the tech told the customer exactly what he was doing and where he had to drill holes. The technician also keeps a very clean work site such as his tools aren't scattered all over the place creating a hazard.The customer smells very little if any odor from this installation process. Once the install is complete the Tech shows the customer that the unit is working properly and once the customer agrees with him he cleans his tools up and shakes the customers hand and leaves after hes done cleaning up.
ReplyDeletePrior to a mini split installation the customer may first encounter a company vehicle, the appearance of which is largely controlled by the company with which the technician works for though if possible the technician could ensure the vehicle is washed and clear of mud, dirt, etc. The appearance of the technician will also come into play prior to the installation. The technician should maintain a clean appearance, including proper clothes which may give the customer confidence in their skill set. Greeting the customer should be done in a professional manner. Proper composure during the initial greeting will help to bolster the perception the customer will have of the company or technician. There aren't really any smells which could positively impact a customers perception at this point however any bad smells such as ones which are related to the hygiene of the technician for example, could have a very negative impact on the situation, especially given that no physical work has been performed at this point.
ReplyDeleteAlmost all customers will take the time to monitor the technician at some point if not more often during the installation. During this time a customer would witness not only the tradesperson at work, but their tools, garbage, etc. While an overly tidy area would be generally unexpected during almost any trade work, the technician should ensure that there are no tripping hazards or excessive amounts of garbage or tools impeding areas that may be used by the customer. Because the work being done will involve wall penetrations the technician should ensure that the customer is aware of the noises they will be hearing (drills, etc.) to avoid the possibility of startling them. If the work involves any type of torch the customer may smell brazing fumes during the installation, and the technician should ensure that there are measures in place to prevent any strong odours from building up, such as having a window opened or other means of creating an effective airflow. The customer may also smell VOC's emanating from any of the new materials such as a plastic-like smell of the indoor unit upon first being unboxed.
Following the installation the indoor unit may be frequently in the customers sight, and if the work was performed poorly in such a way as to affect the appearance of the indoor unit negatively, this will have a serious and lasting consequence on the customers perception of the company and or technician. That is if they don't immediately request a fix, which is possible given that some customers may be too shy to complain initially. The outdoor unit, along with any exterior line sets will also be visible quite frequently and similar care should be taken to the aesthetic appearance of those items. Most indoor units for mini split systems are relatively quiet, and the sound of airflow to the customer should be relatively faint. It is possible the customer may smell the VOC's from the plastic of the indoor unit initially, though this is to to be expected generally. At this point the customer will most likely get a rundown on system operation and how to change certain settings, etc. so it is a good idea for the technician to know what they are talking about. The knowledge demonstrated by the technician will have a lasting impact on the perception of the installer, every time the customer goes to change the settings themselves. The customer will also feel the temperature difference created by the system, which is the ultimate goal of the install. Assuming the install was done properly, the customer should have no trouble attaining the temperatures they want, having a positive impact on their perception of the install.
Before the installation: Service tech greets customer at the door, arrived on time not a minute after, introduces him/herself and they discuss where the unit will be placed and approximately how long they will be there.
ReplyDeleteDuring the installation: The customer hears the service tech drilling outside but has no concern because they were informed of the noise, yet pleased with the cleanliness of the service technician.
After the installation: The customer is pleased with how quick and professional the technician was. How clean the results are. The technician started the unit and showed the customer how to use the controls on the remote, and tried all the settings before leaving the job site. The customer was pleased on how accurate the service tech was on his ending time.
Impact: The customer experiences a professional job and is pleased. They tell their neighbors and friends leading to future work.
Before the installation: The customer is greeted by the technician right on time for the scheduled install. The technician introduces himself, informing the customer where the proper location for the unit to be installed is.
ReplyDeleteDuring Installation: The technician communicates with the customer explaining each step of the installation process so the customer isn't concerned of any hazardous procedures.
After the Installation: The technician walks the customer through each step training the customer on how to use the unit, explaining each setting. The customer is pleased and impressed with how fast the installation process was along with the tidiness of the technicians workspace.
Impact: The customer is very happy with his/her experience with the professional HVAC Technician. The customer is now recommending the technician to all family and friends for heat pump installations
1.What sights, sounds and smells will the customer encounter before the installation?
ReplyDeleteA1.Customer will see the new unit and materials. will hear the noise from the moving of components, and smell ribs.
2. What sights, sounds and smells will the customer encounter during the installation?
2A. The customer will see holes being drilled and requirements for the installation being put in place, with hear the noises from drilling hammering and torch work, and will smell the odors from all the work being completed like burning smells.
3. What sights, sounds, smells and touch will the customer encounter after the installation?
3A. The customer will see the new equipment in place inside and out, the customer will hear the equipment running, and if installed correctly there will be no smells from the system, and the customer will be able to touch the unit and control it.
4. What impact does the customer experience of these sights, sounds, smells and touch have on their perception of your service call?
4A.As long as the technician provided excellent customer service and followed proper installation procedures correctly and communicated clearly on expectation with the customer the customer should perceive this as an excellent customer experience.
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DeleteBefore: Before an installation the HVAC tech needs to arrive to the job site ready to work, prepared with all the materials and tools ready, with a clean presence.
ReplyDeleteDuring: During the installation it is important to consult with the home owner position of the mini split and as it is there home they will be the one to see it day in and day out so they want it to look appealing but also efficient with air flow.
After: After the work is all said and done the tech should always preform a follow up and listen to the customer and hear what they have to say as well as give them an opportunity to ask any questions they may have.
Impact: The combination of the before during and post job all rounds together into the clients overall opinion of the service call. if the client is happy with everything they see, hear, smell, touch and taste then the impact would be great and more likely to give you a call to come back again for more business
Before the installation of the heat pump the customer sees the technician pull into the driveway in a nice looking vehicle and the tech gets out in nice clothing as well. He rings the door bell and greets himself to the customer. They talk about where the heat pump should be placed and the best procedures to do this.I liked how the technician took the homeowners concerns with the unit placement into consideration and gave them other options to choose from before installing it just anywhere. When the tech starts installing the unit he starts drilling a hole through the wall after measuring twice of course. The technician also keeps a very clean work site such as his tools aren't scattered all over the place creating a hazard.The customer smells very little if any odor from this installation process.Once the install is complete the Tech shows the customer that the unit is working properly and once the customer agrees with him he cleans his tools up and shakes the customers hand and leaves after hes done cleaning up, and eating all their food.
ReplyDelete1) Before this mini-split install the customer was approached very politely. First the employer drove up in a nice quiet vehicle. It looked as though the worker was well prepared and dressed professional so I am assuming he smelt very clean as well. His truck seemed new so the smell of that coming was probably meniscal.
ReplyDelete2) While the working was installing the mini-split Ribs were being cooked so that probably trumped the smell of the drywall dust caused from construction. The customer would here the noise of the drills coming from the basement as well as the noise of the wall being torn into. The customer would see the wall being torn apart and put back together during the installation. The customer would also see the production of the indoor and outdoor unit being complete.
3) After the installation the customer wouldn't here much sound coming out of the heat pump because the install was done so well that you could hardly here it. The customer felt the cool air coming out of the heat pump which was a welcome feeling. The customer seen the heat pump complete with no evidence of any construction being done at the house.
4) The customer was impacted in a positive way. From before to after the heat pump being installed the customer noticed a positive cool temperature change. Since the heat pump was installed at the side of the house the customer was impacted greatly because you couldn't see it when you drove by on the road. Also since the heat pump was installed properly there was little noise coming out especially compared to the window unit the had previously. Finally the positive impact of the smell of tasty ribs impacted the workers and customers in a really good way.
Mini Split Install before/during/after
ReplyDeleteBefore:
-Tech drives in the driveway with a nice clean vehicle.
- clean and dressed nicely.
- be polite.
- As the Tech talks to the customers, he sounds like he knows what hes talking about and let the costomer know what he will be doing.
-tell costomer ideas on where to mount the unit for best airflow.
- explain how the system works in a way they may understand
During:
-Tech works professionally and can show them what to do if they want to help.
- Clean as you go and it will look better and will have less dust ect.
- Work well with your employees and talk about respectful things.
- You could let the costomers do litle things to help keep a good relationship and so they have a litttle ride in the finished prduct
After:
- nice looking a is a quit unit
-Make things look as good or better tha n before.
-The condensing unit is hidden on the side of the house, amongst the shrubs.
-take your time an make things level and done right.
-house is now running with A/c and is very comfortable.