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The HVAC Customer and the Ruler
Format: Post-call
Runtime: ~8 minutes
Source: Psychology , perfectionism research (Hewitt & Flett, 1991); perfectionism as fear of judgment, not love of quality
I'm going to tell you about a customer who probably got under my skin a little and then tell you why I think that's on me and not on her.
She called for a system installation. New Trane, two-stage, replacing an aging unit she'd had quotes on from two other companies. She chose me. That's always a good sign but this one came with a detailed list of expectations she'd written down and emailed before the appointment.
The email had eleven items. Things like: pad must be level within a quarter inch, all line set penetrations sealed with foam backer not just caulk, return plenum joints taped not just butted, refrigerant weighed in not estimated.
Some of those were standard to how I work anyway. Some of them were more specific than most customers think to ask for.
I replied that all eleven were reasonable and I'd address each one.
The install took a full day. She was home the whole time. She didn't hover during the main work , she gave me and my helper space. But at certain points she came out to check specific things. She had the email on her phone.
She came out when we were setting the pad and said: can you show me the level?
I showed her. It was within tolerance. She nodded and went back inside.
She came out when we were sealing the line set penetrations and asked whether we were using backer rod. We were. She looked at it. Went back inside.
When we were finishing the plenum tape she came out again. She had a ruler.
Not to measure me out of suspicion. She just wanted to verify the joint was fully covered.
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: Post-call
Runtime: ~8 minutes
Source: Psychology , perfectionism research (Hewitt & Flett, 1991); perfectionism as fear of judgment, not love of quality
I'm going to tell you about a customer who probably got under my skin a little and then tell you why I think that's on me and not on her.
She called for a system installation. New Trane, two-stage, replacing an aging unit she'd had quotes on from two other companies. She chose me. That's always a good sign but this one came with a detailed list of expectations she'd written down and emailed before the appointment.
The email had eleven items. Things like: pad must be level within a quarter inch, all line set penetrations sealed with foam backer not just caulk, return plenum joints taped not just butted, refrigerant weighed in not estimated.
Some of those were standard to how I work anyway. Some of them were more specific than most customers think to ask for.
I replied that all eleven were reasonable and I'd address each one.
The install took a full day. She was home the whole time. She didn't hover during the main work , she gave me and my helper space. But at certain points she came out to check specific things. She had the email on her phone.
She came out when we were setting the pad and said: can you show me the level?
I showed her. It was within tolerance. She nodded and went back inside.
She came out when we were sealing the line set penetrations and asked whether we were using backer rod. We were. She looked at it. Went back inside.
When we were finishing the plenum tape she came out again. She had a ruler.
Not to measure me out of suspicion. She just wanted to verify the joint was fully covered.
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.