In this internal training video, Derek Cole walks the HVAC field team through the company’s philosophy and practical steps for home visits. He stresses accountability, transparency, and building rapport with customers before presenting service options. The talk covers how to educate homeowners about diagnostic choices (e.g., strip tests), the rationale behind offering multiple solutions, and the importance of letting the customer decide. Derek explains technical concepts such as the “cold scrubber” and how mildew growth patterns (dark, damp vs. sunny) inform service recommendations. He highlights the need for meticulous documentation of materials, parts, and labor—citing a personal anecdote at Papa John’s to illustrate inventory tracking and charge‑back discipline. Throughout, he references teammates (Brady, Michael) and reinforces a culture of ownership, clear communication, and consistent record‑keeping to protect both the customer and the business.
Chapters
We always want to see dark, cold graves, right? This one, accountable, transparent. You know, Brady can film our base steps. I mean, who cares? We should be broadcasting to the world. Hey, we're gonna come to your home, we're going to build value, we're going to build rapport, and then we're going to present options. We're going to educate you. And if you say yes or no, is that what you want? You want somebody like that to come to your house, or do you want somebody who's going to make a decision for you? Go back to Dr. A and Dr. B, right? You need this strip test or not, kids should be fine. Or do you want a doctor saying, look, your kids should be fine, but do you want to take this trip test? I wish I had the option, right? Yeah, I'm gonna be like, give him a test. I don't want to keep breathing on me if you got strep, because you could still always pick the lowest option if you want to. You have the ability to, yeah, whatever you want. But you gotta have the passion. You gotta help. You gotta almost be offended. No one's gonna take care of them like we do. Yeah. The home warranty is on with those, right? So why are they calling us? That's why these questions matter. Why are they making this choice to have me over today? Why are they— why do they want to give me $224 after taxes? We provide solutions. This is what I saw. This is what came out. You want it, great. If you don't want it Okay. Yeah, you don't want to, but now you can't— it's like learning about Jesus. Now you can't say you don't know. All right, so the blood's off my hands. Yeah, no, so, so like I can prove the goal is covered without someone— the goal is covered. Yeah. Because what is the cold scrubber? Y'all said it 500 times, which is the right— you bring the power of the sun into the house. Wait, that's pretty easy. We're north side of your house, the front door. Let's look at the south. No mildew. Let's go to the front. Mildew. Cold scrubber approved. Right? Growth in the shade, no growth in the sunlight. Same thing with the cold discover. Growth when it's dark and damp, no growth when the light's on. Correct? Simple as that. Filters. So me and Michael had a conversation Thursday, Friday, I don't know, Uh, Friday. He said, uh, he said, uh, I had you following me. Not coming off. He did good. Pretty good. It looks like a new shirt too. He ain't going to come off, cuz where they stored it, it don't come off that easy. Rip your shirt. Somebody got trust issues. Yeah, we get back to the— yeah, I think so. Yeah, but the point is we're missing things that we are hard enough alone not to miss. Yeah, yeah. We're using car flex or hose straps or whatever you're using on those materials. Yeah, just document And then everybody was— I had this incident. I thought it was like something. I was at Papa John's last week. Go to get my Papa Bowl and they're like, they got like 8 pizzas going out. I'm like, hey, what is it? He's like, we haven't served you yet. I was like, no problem. By the way, I'm the easiest customer to get along with. I'm like, we're disturbed, but it happens, right? I'm like, no problem. I wait. I'm waiting. The manager comes up, it's like, uh, you want to get a drink or something? I was like, no, I'm fine. I'm there. He said, I saw we got a big order in. I said, hey, good day when that happens, right? He's like, yeah, fine, no problem. Anyway, he gets done my bowl and the waiter, he's like, you want a drink? You sure? I was like, I'm fine, dude. He said, take a drink. I said, I'm all right. He said, I will feel better, take a drink. Okay, I will take a drink. So I went in there and got a Diet Pepsi, and I walked back out. I was thinking, are they taking inventory of this? Did he charge that Diet Pepsi to my pop? Or are these putting in just Anyway, we take inventory. So anytime you use anything, if you blow a transformer and you don't charge them for a new transformer, still used a transformer, right? You're not gonna be penalized for a mistake like that, but document your material, right?
