Derek Cole explains why his company refused a customer's request to keep an old R22 refrigerant coil. The refrigerant was being phased out in 2020, which would spike costs and void warranties for the next owner. He prioritizes long-term customer relationships over quick sales.
Chapters
Hey everyone. Good morning. Derek Cole with the Derek Cole podcast. Thank you so much for listening. Driving to work this morning, it's 6:35am and I was thinking about a conversation I had with the technician yesterday and what the customer was wanting and looking for, which was to just replace one piece of the equipment. And they keep on with the R20 to band refrigerant even though it costs what it cost. We just simply said, you know, no thank you, we're not interested. We are in it for lifetime value. And this client is moving. They want a quick fix. I get it, I understand it, I see what they're doing. We just don't want to be a part of that. I mean, I hate saying no to any kind of business. But you know, we have our values, we have our we believe statements and that's one of those that you know, you can't get off of. You know, you talk about lifetime value. Be it you want this, you will do this shortcut. Excuse me, you would do this short cut shortcut to, to get this done, to make, you know, a little bit of money from this client. And you know, it's just, that's, that's not, that's not who we are. You know, if we're in the business to, you know, say I must get squeezed out of somebody and you know, leave them on the side of the road, then, you know, I see where that's going and you know, I'm sure she'll find somebody that will do it. And it is what it is. And you know, they have to, they have to run the business the way they want to run it. You know, that's the, the joys of having a small business and that's the joys of, you know, being a 67 year old company like we are. You know, you can't say no. You know, you're not in that, in that situation, that pickle where you need to say yes. Don't get me wrong, I want to help every customer I can. But when they have a short term thing thinking and dangerous thinking because you'll have to match up that coal and newer coil with that outdoor unit which was replaced a few years ago from what I understand. But regardless, it's got R22 refrigerant. I mean that's been banned first part of 2020 by the EPA. So the price is going to be whatever the price is going to be, you know, until you can't get your hands on anymore. And that's just, that's not doing any justice to the new homeowner. Forgive a though one, the new homeowner is going to be in the bad spot because now, yeah, the unit is under partial warranty. But you know, something, cover R22 or if they have a leak or fixing that leak, I mean, it's going to cover a, you know, a breakdown, fault with the, with the part or piece, but it's just going to put a bad taste in their mouth and they're going to come back, look on us and it's just, you know, it's a can of worms you don't want to, you don't want to open, you don't want to be a part of. So anyway, today's podcast, Long Term Value. That is what we're in for. That is what we're doing. Regardless of what anybody thinks or says about our business or contractors. Not everybody's in it for the quick buck. I mean, we're looking out for the customer for the new homeowner, for the even the old homeowner, because according to Better Homes and Gardens, H vac and kitchen are the two items you can actually recover on selling your home. So if that needs to be done, then she can ask for more money and, and get it. Because the new homeowner is going to appreciate that being taken care of anyway. Lifetime value. Appreciate you guys listening. If you haven't subscribed, subscribe. Check us out on YouTube as well and we'll see you next time.
