This short podcast episode is Jeremy Begley's Bry-X session from the 7th Annual HVACR Training Symposium: "Permanent Load Reduction in HVAC – The Hidden Driver of Long-Term Sales."

Some common customer complaints we hear as HVAC contractors include high humidity, high electric bills, noise, and uncomfortable rooms. The typical HVAC solution is to change the equipment or ductwork, such as by downsizing the unit, adding ancillary dehumidification, or modifying the ductwork. If we can't solve the problem, the customer will ultimately choose a different contractor, no matter how hard we try to modify the HVAC system. However, we may be able to use our thorough load calculations to turn our attention to the building and find ways to reduce the overall loads. We expose problems with the structure and can solve them with permanent load reduction strategies, rather than the equipment and ductwork modifications, and serve customers better while earning more money.

Key performance indicators (KPIs) drive money in a business, and ServiceTitan has identified five KPIs closely linked to profit: callbacks, first-time fix rate, warranty claims, comfort complaints, and average ticket. Callbacks are often driven by comfort complaints, which may occur when we modify equipment but not the envelope and vice versa. Warranty claims occur when the equipment can't work as well or efficiently as intended, such as when the load doesn't match the equipment and strains the unit. When we solve these problems, we become trusted advisors and increase customer satisfaction. The customer will continue to work with a company that solves their problems and will recommend HVAC businesses to their family and friends, which also drives sales.

Permanent load reduction requires us to understand load calculations thoroughly, but it's a means for HVAC companies to control outcomes. It requires a mindset change, but when we control system outcomes and increase customer satisfaction, we earn trust and earn more sales in return.

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