Based on these meetings, it has been determined that:• HVAC businesses should have procedures in

place to ensure they have hired employees who have received the proper training. Some of these techniques are:

- Performing complete background and credit checks during hiring process of technicians to ensure the hiring of quality people.

- Offering extensive training internally in the business and through external sources such as:

• North American Technician Excellence (NATE)

• Local vocational and tech schools• Union Apprenticeships programs

These programs assure:• Certification means technicians have

“working knowledge of systems”.• Technicians and companies can be

certified factory dealers of products. • Technicians completed and passed

tests and also keep up to date with their certification.

- Encouraging their technician’s certifications and additional training, while also searching for currently certified technicians during the hiring process.

- Providing feedback to their employees to ensure customer satisfaction.

• HVAC businesses should be able to properly communicate their services to consumers, explaining what the business does and how they provide their services. This can be accomplished by:

- Educating consumers. Technicians should be willing to teach consumers about HVAC systems in their home and how home systems can be energy efficient.

- Information on company websites featuring product descriptions and warranties

- Newsletters highlighting new technologies, and improvements to the energy efficiency of a home.

- Alerting consumers to rebates/tax credits.- Informative advertising. Businesses can

reach new customers and stay in touch with existing customers through:

• Social media, such as Facebook, Twitter, or others.

• Traditional advertising; radio, print, and television ads can attract customers.

• HVAC Businesses should keep an open dialogue with their consumers before, during, and after the service is performed.

Communication is critical to building trust and a professional relationship between the consumer and the business.

Best Practices and Standards

for the HVAC Industry

Better Business Bureau of Minnesota and North Dakota (BBB) recently organized and hosted a series of meetings to help establish an agreed-upon set of best practices and industry standards. Heating, Ventilation, and Air Conditioning (HVAC) businesses from Minnesota and North Dakota were invited to attend these meetings to provide industry perspective, expertise and insight. These standards were created in an attempt to boost consumer satisfaction and decrease complaints against businesses in the HVAC industry.

• HVAC businesses should also: - Be willing and able to answer any questions

a consumer may have about their system and how they can improve the energy efficiency of their home.

- Sell consumers what is appropriate for their needs. Don’t try to oversell a consumer unnecessary equipment or mislead the consumer.

- Offer multiple options for replacement systems, and not attempt to force a decision your customer is not comfortable making.

- Abide by emergency service policies. If businesses advertise emergency services available 24 hours a day, 7 days a week, then they are expected to be available. If no services are available, be clear with consumers.

- Be upfront regarding pricing, especially overtime charges for emergency calls. Consumers may be caught off guard by much higher rates without the proper explanation up front about the surcharges.

- Be aware of who qualifies for tax credits and what specific systems qualify for rebates.

• Encourage consumers to consult tax advisors, or manufacturers for specific details.

bbb.org

Better Business Bureau of Minnesota and North Dakota220 S. River Ridge Circle, Burnsville, MN 55337

651-699-1111 • ask@thefirstbbb.org • bbb.org

These self-regulatory standards were created by Better Business Bureau of Minnesota and North Dakota, with input from businesses in the HVAC Industry, to create an ethical marketplace where buyers and sellers trust each other.