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Why we ignore problems until they break
Format: Post-call
Runtime: ~8 minutes
Source: Psychology , ostrich effect (Galai & Sade, 2006); avoidance coping; information aversion
This call was longer than it had to be. Not because the repair was complicated. Because by the time she called, the situation had gotten a lot bigger than it needed to be.
She called in late July. Central Oklahoma in late July. The system had been struggling since May.
She knew it since May.
She told me this herself, in the first five minutes, without me asking. She said: I knew something wasn't right back in the spring. It just wasn't keeping up the way it should. I kept thinking maybe it was just the weather.
The weather in May was mild.
By the time I got there in late July, the evaporator coil was iced over, the refrigerant charge was a pound and a half low, the blower motor was straining from running too hard for too long trying to compensate, and the filter was clogged in a way that suggested it had been due for a change around the time she first noticed the system wasn't keeping up.
A May call would have been an hour. Maybe one item. The July call was three hours and three problems.
I've heard this before. The months-long gap between knowing something is off and actually calling. Sometimes it's money , people put off service calls when they're watching expenses. That's understandable and worth naming when it's true.
But that wasn't what she described. She said: I just kept hoping it would work itself out. I didn't want to deal with it.
That's a different thing.
There's a pattern in behavioral economics and psychology called the ostrich effect. The name comes from the old idea of an ostrich burying its head in the sand , which ostriches don't actually do, but the metaphor stuck because it captures something real about human behavior. In its research context, it describes the tendency to avoid information about a problem when the information is likely to be bad.
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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 , ostrich effect (Galai & Sade, 2006); avoidance coping; information aversion
This call was longer than it had to be. Not because the repair was complicated. Because by the time she called, the situation had gotten a lot bigger than it needed to be.
She called in late July. Central Oklahoma in late July. The system had been struggling since May.
She knew it since May.
She told me this herself, in the first five minutes, without me asking. She said: I knew something wasn't right back in the spring. It just wasn't keeping up the way it should. I kept thinking maybe it was just the weather.
The weather in May was mild.
By the time I got there in late July, the evaporator coil was iced over, the refrigerant charge was a pound and a half low, the blower motor was straining from running too hard for too long trying to compensate, and the filter was clogged in a way that suggested it had been due for a change around the time she first noticed the system wasn't keeping up.
A May call would have been an hour. Maybe one item. The July call was three hours and three problems.
I've heard this before. The months-long gap between knowing something is off and actually calling. Sometimes it's money , people put off service calls when they're watching expenses. That's understandable and worth naming when it's true.
But that wasn't what she described. She said: I just kept hoping it would work itself out. I didn't want to deal with it.
That's a different thing.
There's a pattern in behavioral economics and psychology called the ostrich effect. The name comes from the old idea of an ostrich burying its head in the sand , which ostriches don't actually do, but the metaphor stuck because it captures something real about human behavior. In its research context, it describes the tendency to avoid information about a problem when the information is likely to be bad.
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.