Adrian Stephenson’s Post

Trust matters when someone is in your home. Is the technician you're working with incentivized to sell? That's not how Homesense works. Our incentives align with our internal values found in the Heart of Homesense. Learn more below about how the Homesense experience is refreshingly different from many other HVAC companies!

Our service in Kansas City is growing fast! Service and maintenance contracts are flowing in, so Andy Mayfield has been brought along to coordinate work for the growing team. As our techs bring the Kruse quality and peace of mind to Kansas City, Andy will handle everything else, from scheduling to billing and everything in between. Andy is more than prepared for his new role, having 13 years of experience as a dispatcher for residential HVAC. While getting his bearings, Andy has admitted the difference between residential and commercial is something he’s getting used to. “Commercial is definitely different. In residential you could get three jobs in the same day, but a job in commercial could be one that lasts three days.” This experience in a faster-paced environment has honed Andy’s workflow, one that applies as Kruse’s Service Coordinator as well. “I’ve always been a process guy. It’s about making sure everything is laid out, so nothing gets forgotten.” This process-minded workstyle will serve Kruse’s Kansas City Service well, as our service techs have been expanding aggressively in recent months. This growth needs to be sustainable, but Andy’s attitude to an expanding team is also well-earned. “You have to learn the customers.” When you know what to expect from the people you work with, you can prepare for what they need better. With his knowledge of the KC market, as well as access to some of Kruse’s finest techs, Kansas City’s most complex mechanical problems can be met with the best solutions. We look forward to seeing the processes Andy develops to grow Kansas City Service on the firmest foundation. Andy may not be one for the limelight, but he’s dedicated to making sure our star techs have the help they need to do their jobs well. “I don’t want to be ‘the guy.’ I just want to be the guy that ‘the guy’ counts on.” #HVAC #Service #KansasCity #Growth #Quality #Systems

Thinking about tackling a home repair? Here are key signs it’s time to call in the pros: 🛠️ Complexity: Repairs involving intricate systems like electrical or plumbing are best left to the experts. 🛠️Safety concerns: Working at heights or with hazardous materials? Pros have the gear and expertise to handle these tasks safely. 🛠️Time constraints: If you’re on a tight schedule, hiring a professional ensures the job gets done on time. For more tips on DIY-ing and when to call in the experts, visit our blog: https://bit.ly/3XA6aLk #DIY #HomeImprovement

Meet Robert Pennington, Manager and the driving force behind our Oklahoma operations! Though Bob Pennington’s journey with HVAC RNTL began recently, he is certainly not new to the industry. Previously, he was a Strategic Account Manager for Sunbelt Rentals and worked with many of the nation's largest contractors, mechanicals, and dozens of companies listed on the S&P 500. With a customer-focused approach, Bob creates solutions that alleviate his clients' burdens, embodying HVAC RNTL's culture of #ClutchResults. “It’s an institution here. Can we get that done? Yes! We find ways to assist and find ways of solving complex HVAC issues. If you need it heated, cooled, dried, or conditioned – we will find a way to say yes.” "When you deal with someone who has lost HVAC service, they feel stressed," Bob explains. "We're like trauma doctors – listening to their concerns and work through them quickly. That process can be challenging, but the best sales engineers learn to empathize without losing sight of the goal: solving the problem." One recent example why we're glad to have Bob on our team? He devised a cost-effective heating and humidifying solution for a specialized client, which showcased his adaptability and technical skills. “The temperature and humidity had to be kept in a very precise range. I used drafting software to do exact measurements of the space and produced a heating and humidifying solution within their tolerance, all while using a system that was almost $20,000 under budget.” Thanks for all your hard work, Bob! If you're in Oklahoma and need HVAC rentals, give him a call. #CommercialHVAC #HVACRental

This message is for all my fellow #HomeService providers who might be feeling a little frustrated lately. Are you tired of hearing homeowners say, "You're too expensive" or "That's absurd!" or "I can't afford that"? It's time to address the root cause. If you're a renovator, service plumber, HVAC technician, electrician, or any other home service provider experiencing this, it's essential to take a step back. Let's talk about something I learned from Grant Cardone If someone is willing to pay for your service, it means they value it more than the money they're parting with. So, if you're facing pushback from clients, it's not about them—it's about the value you're providing. Your service should always exceed the price you're charging. Whether it's the quality of your work, communication, professionalism, or expertise, every aspect should scream value. Remember, you can't change people, but you can change how you present yourself and your services. Be the authority in your field, educate your clients thoroughly, and ensure top-notch service every time. Your price should reflect your costs plus a fair profit margin. If clients are still complaining, it's time for some introspection. What can you change? How can you improve? Invest in personal development, coaching, and training to level up your game. Let's raise the bar together because our clients deserve the best, and so do we! #HomeService #ValueOverPrice #ContinuousImprovement #PlumberToronto #StriveForExcellence

There's a fascinating piece up today from Alec Stevanovski over on HomePros News about the future potential for an "Uber for HVAC" and creating an on-demand space for homeowners to connect with service providers. One of the pain points the piece brings up is (as it always goes in home service) attracting and paying that talent and a need to pay--and stay--competitive. As I told Alec, that talent pool leads to two different types of workers. Are you dealing with gig economy people who are looking for extra money? That's extremely different than an experienced journeyman with the need and potential to make six figures and bennies. It also just brings up a lot of thought-experiment questions. Who covers materials and supply? Whose warehouse? Who is the lender? Do the technicians or this overarching company hold onto customer data? Is this service merely ending up as a middleman between contractors and customers? Tons of questions, but they're all interesting to think about. Check the HomePros piece out for yourself, I'd love to hear what people think. https://lnkd.in/ei4Jj27y

Interesting thoughts by the poster and all comments. A few things that come to mind as I think about this potential… first as it pertains to talent: generally when I higher an Uber I may stress about a driver even with a 5 star review but know it is a short term solution to a need. In HVAC a service may turn into a long term need that I’m not sure could be handled by any and all 5 star rated techs. Second thing that comes to mind is the variables around not only types of systems but brands. Even more so with 454B rolling out. With every OEM rolling out at different times that adds another layer of complexity. Personally as someone who used and adopted UBER quickly I’m not sure I’d do the same with this idea. My rebel side says be an innovativor and figure it out. Two sides of a coin on this for sure. What are your thoughts?

People often ask why, with a master's in Management of Business Information and Technology, I'm focusing on a marketplace app that connects technicians for household repairs. Here's why, and perhaps you've encountered these problems yourself or know someone who has. When I first came to London for my master's, I took on part-time work assisting a Gas Safe engineer who specialised in plumbing and boiler repairs. One mid-December day, we responded to a customer's call about a boiler issue that left her without hot water for three days. She was immensely grateful upon our arrival, explaining that she'd taken days off work due to the problem, unable to do basic chores or take a shower. It took us two hours to resolve the issue, and before leaving, I expressed my intention to address the challenges of accessing technicians promptly. (Later, when we launched Maison Mate, she became our very first customer, and it filled me with immense pride). Later that week, we proceeded with another job and another incident that deeply affected me was when we attended to a family in central London facing a blocked toilet. They had tried various remedies including a plunger to washing powder and even chemical-based drain cleaners, but nothing worked and had contacted multiple unblockers who either delayed or canceled due to the job's perceived low value. They endured this distress for two days until we arrived. Witnessing their struggle and the impact it had on their daily life prompted me to delve deeper into the challenges within the technician industry in the UK. Months later, I founded Maison Mate with a singular mission: to provide rapid-response technicians for emergency household repairs. Maison Mate isn't just about convenience, it's about addressing urgent needs efficiently. While many suggested building something around web3 or AI, I believe addressing these urgent, everyday challenges is just as vital. Access to reliable technicians who can swiftly resolve critical household issues should not be underestimated. Let's join forces to ensure that no one has to wait for essential household repairs ever again.

How can a contractor help homeowners say what they really mean? Listen, HVAC is confusing, even for professionals. Knowing what to ask (and how to ask it) is tricky, even for homeowners who did their research. It's our job as HVAC pros to help homeowners feel empowered to ask questions and get clarity. After all, when a homeowner feels confident, you're more likely to keep their business. Here are a few ways you can speak to customers that enable them to say exactly what they want.

Whether you offer general home repairs or cleaning services, HVAC, plumbing, landscaping, or utility service, quality customer service that matches your skill level to perform the job will soar you above the competition. This guide will give you the benefits of using home services SMS, tips for success with the tool, and text message examples so you can connect with your customers. Download our FREE playbook today! #textus #businesstexting #SMS #plumbing #HVAC #electrcian #landscape #CX #customerengagement #utilityproviders #loyalty