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Fixing the HVAC and the Owner's Ego
Format: Pre-call
Runtime: ~8 minutes
Source: Psychology , competence identity, ego threat, Carol Dweck's fixed vs. growth mindset research (Stanford, 2006)
Heading out to a call I've already mapped out in my head three different ways, because the customer told me over the phone that he'd already tried some things.
When a customer tells you that, you learn to ask the follow-up question: what things?
He said he'd taken the panels off and had a look.
I asked if he'd touched anything.
He said he'd tried to test the capacitor himself.
He said: I read about it online. I disconnected it and used a multimeter.
I said: okay, and what happened?
He said: I think I may have discharged it wrong.
I know what I'm driving into.
A man who is smart, capable, and used to being able to solve problems himself , in his work, in his house, in his life , who encountered something he couldn't solve and called someone to fix it, which is the rational and correct thing to do, and who is going to be dealing with that fact while I'm standing in his utility room.
The problem wasn't just the capacitor. There's also almost certainly going to be a secondary problem from however the discharge went, and that's fine and fixable. But the man I'm walking in to meet is going to be managing a quiet undercurrent of something in addition to wanting his system fixed.
Give Us A Shout
Thanks for tuning in to Hartzell's Heat & Air, your trusted HVAC experts in Oklahoma and beyond. From Kingfisher to coast-to-coast consulting, we design, install, and maintain smart, efficient systems that deliver year-round comfort.
We're employee-owned, family-run, and powered by 45+ years of experience. Whether it's AI-powered thermostats, geothermal systems, or classic tune-ups, we deliver upfront pricing, expert care, and warranties that back it all up.
🛠️ Book Online:
https://book.housecallpro.com/book/Hartzells-Heat--Air/4a569038b3dc460daf2d5f6497b18351?v2=true
🌐 www.hartzellsheatair.com
📞 (405) 375-4822
🚛 Trane Comfort Specialist • Mitsubishi Diamond Dealer • ClimateMaster Elite
🛡️ VIP Comfort Club • Remote Monitoring • Extended Warranties
📲 Follow us for tips, updates, and real-world installs:
YouTube: @hartzellsheatair6003
X: https://x.com/HartzellsHVAC
Facebook: facebook.com/hartzellsheatair
LinkedIn: Dave Hartzell
Built on trust. Backed by warranty. Designed for comfort.
View all episodes
By Dave Hartzell's Heat & Air - Kingfisher,OKFormat: Pre-call
Runtime: ~8 minutes
Source: Psychology , competence identity, ego threat, Carol Dweck's fixed vs. growth mindset research (Stanford, 2006)
Heading out to a call I've already mapped out in my head three different ways, because the customer told me over the phone that he'd already tried some things.
When a customer tells you that, you learn to ask the follow-up question: what things?
He said he'd taken the panels off and had a look.
I asked if he'd touched anything.
He said he'd tried to test the capacitor himself.
He said: I read about it online. I disconnected it and used a multimeter.
I said: okay, and what happened?
He said: I think I may have discharged it wrong.
I know what I'm driving into.
A man who is smart, capable, and used to being able to solve problems himself , in his work, in his house, in his life , who encountered something he couldn't solve and called someone to fix it, which is the rational and correct thing to do, and who is going to be dealing with that fact while I'm standing in his utility room.
The problem wasn't just the capacitor. There's also almost certainly going to be a secondary problem from however the discharge went, and that's fine and fixable. But the man I'm walking in to meet is going to be managing a quiet undercurrent of something in addition to wanting his system fixed.
Give Us A Shout
Thanks for tuning in to Hartzell's Heat & Air, your trusted HVAC experts in Oklahoma and beyond. From Kingfisher to coast-to-coast consulting, we design, install, and maintain smart, efficient systems that deliver year-round comfort.
We're employee-owned, family-run, and powered by 45+ years of experience. Whether it's AI-powered thermostats, geothermal systems, or classic tune-ups, we deliver upfront pricing, expert care, and warranties that back it all up.
🛠️ Book Online:
https://book.housecallpro.com/book/Hartzells-Heat--Air/4a569038b3dc460daf2d5f6497b18351?v2=true
🌐 www.hartzellsheatair.com
📞 (405) 375-4822
🚛 Trane Comfort Specialist • Mitsubishi Diamond Dealer • ClimateMaster Elite
🛡️ VIP Comfort Club • Remote Monitoring • Extended Warranties
📲 Follow us for tips, updates, and real-world installs:
YouTube: @hartzellsheatair6003
X: https://x.com/HartzellsHVAC
Facebook: facebook.com/hartzellsheatair
LinkedIn: Dave Hartzell
Built on trust. Backed by warranty. Designed for comfort.