HB Home Services

Creating a 5-Star Customer Experience By Sharpening the skills of Employee Owners By Teresa Holden GM HB Home Service Team Maryland.

[Audio] Customers are faced with the stress of heating/ cooling and plumbing problems. These problems can not only be stressful but costly. By exceeding customers' expectations, we can minimize their level of stress and offer confidence by providing professional resolution. Timeliness, professionalism, and communication are vital to improving and maintaining a lasting relationship with customers. From the moment a customer calls to the final moment you exit their home our reputation and bottom line depend on how they are treated. Customer service and technical skills are the foundation for how we treat our customers. Skills can be taught, but the difference between an average repair and an excellent experience depends on you. Together we can create a customer experience that sparks a lifetime relationship..

[Audio] Our Core Values. Our Core Values. TRUST TEAM GRIT GROWTH HB GLOBAL Living Our Core Values Trust is the foundation of all we do. We honor our commitments_ We hold ourselves personally accountable. We assume positiv• intent in others. We do the right thing. We lean Into d'fficult conversations and give honest feedback. We com.municate well and otter, Team is our daily mindset. We do what is best for the Organization. We check the ega at the door. We practice blameless problem solvir•g. We develop and bong along our next generation of leaders. We celebrate success and have fun. Grit is our passion and perseverance. We never quit. We go the extra mi'e. We have e positive attitude. We focus on tr-.e goal. not on the Obstacles. We 100k ahead and anticipate. We have a sense of urgency. We do not make excuses. We awn it. Growth is goal both personally and professionally. We work to got better every day We agproach conversations with curiosity, not certainty. We are open-minded and challerge "it is how we have always done ite. We are humble and seek self-awareness Of our shortcomings, We lifelong learners. by.

[Audio] HVAC Heating/ Ventilation/ Air Conditioning Residential homes utilize different systems to heat and cool their homes such as: gas, oil, solar and electric. Below are examples of gas, oil furnaces, gas, oil boilers, geothermal heat pump, air conditioning and ductless split.

[Audio] Ventilation ( ductwork) systems throughout homes consist of supplies and returns lines that circulate air through the home bringing in fresh oxygen while removing harmful particles and stale air. Supply lines bring air in and return lines remove stale air and the harmful particles through filtration. Airflow and temperature are controlled by thermostats which come in various styles.

[Audio] Boiler, also known as hydronic heat system heats water which utilizes piping throughout the home to distribute heat. This can be distributed through radiators or baseboard heating pipes. Heat rises; therefore, the hot water is typically disbursed from the floor for more even distribution. Boiler systems require, on average, at least 24 hours to satisfy a heating demand due to the process of heating the water..

[Audio] Water boilers require less energy to heat and distribute hot water but Steam boilers are more effective. While using more energy to produce steam they are more effective in transferring the heat throughout the home..

HVAC Boilers. Insert Video.

[Audio] Air conditioning units, also known as condensers are units that remove indoor heat and humidity and returns cool air while transferring the unwanted heat and humidity outside. Condensers work with gas furnaces or air handlers to provide cooling..

[Audio] Here are some pictures of outdoor heat pump unit, indoor air handler and the electric package. Heat pumps work like a gas furnace and condenser to provide heating and cooling, but run solely on electric, therefore, the indoor portion is called an air handler where the electric heat package is located. The heat pump transfers heat by reversing the refrigeration cycle. The electric heat package, also known as " emergency heat", is initiated when the outside air temperature drops below 30 degrees Fahrenheit. The electric heat package warms to heat the air as it is pushed throughout the ductwork into the home. A heat pump will cycle through a defrost cycle when the outdoor coil drops below 32 degrees. In defrost mode, the unit temporarily switches to cooling mode to run warm air over the coil to defrost. The average defrost cycle lasts about 10 minutes..

[Audio] Thermostats control the operation of the heating/ cooling and air quality systems for the home. They come in wide variety including the Wifi (smart) thermostats with room sensors and humidification controls, to programmable and non-programmable thermostats. Some thermostats include remote access to the systems even when not at home. Some thermostats display filter change reminders, error codes and other alerts that can be useful to the owner as well as technicians. Below are some examples of what we offer to customers..

[Audio] Humidifier Humidifiers produce water vapor or steam to increase moisture levels through the home. A humidifier is used during the winter months when the air is drier due to the heating process. Moisturized air helps reduce the irritation caused by dryness on many parts of the body. A typical humidifier has ( 1) water panel or filter that should be replaced annually. Dehumidifier Dehumidifiers remove the moisture from the air and assists in preventing the growth of mold. They are particularly useful in areas of the home that collects moisture like a basement. The moisture collected into a storage container must be emptied regularly. Dehumidifiers draw air over cold coils, condensing out the moisture, before passing over the warm coils and back into the room. Dehumidifiers have filters that are recommended to be cleaned every six months..

[Audio] There are many different brands and types of air purification systems, below are two examples of what we offer. iWave uses ions to clean the air prior to being disbursed into your home. The ionization process removes harmful particles that reduce certain viruses and bacteria and many other pollutants from being released into your home, providing healthier breathing conditions. The iWave automatically cleans itself every 5- 10 days depending on the air quality. Air purification systems, such as the Lennox Pure Air System uses ultra violet light to sterilize the air before it is cycled throughout the homes. Using the ultra violet light can remove mold, bacteria, virus, spores and other harmful particles from the air. It also prevents mold and bacteria from building up within the heating system. UV bulbs should be replaced annually..

[Audio] Here is a basic illustration of plumbing inside a residential home..

[Audio] Water is brought to the house through a well or from the water main located in the street. Once in the home it branches out to deliver water to faucets, showers, toilets, bathtubs, appliances and anywhere water is needed. Drain-Waste-Vent System carries waste and sewage from sinks, bathtubs, toilets and water using appliance and delivers to a septic tank or public sewer.

Plumbing. Bathroom plumbing is relatively simple. Piping carries water to the necessary faucet, toilet and sinks while the drainage system carries the waste to the septic tank or public sewer..

[Audio] Submersible sump pumps basically pumps away water that is collected in the sump pit in order keep the area from flooding. Basic sump pumps are electric powered and run during the pumping process. Sometimes during storms the electrical power is interrupted, therefore, the sump pump will no longer work and you will experience flooding. To prevent that, there is a battery back up that can be connected to the sump pump and will ensure continued operation even when the electrical power ceases..

[Audio] Whether we are handling a current crisis or helping to prevent a future one, our interaction with the customer is an excellent opportunity to introduce and promote our Gold Shield Comfort Agreements. This can be from the first phone call through to the completion of the requested service. We count on all of our customer care coordinators and technicians to keep our customers' systems running at peak performance. These agreements encourage routine maintenance which extends the life of their equipment. Maintenance can reduce costly repairs and sometimes save money on utility bills. The Gold Shield Agreements provide year-round peace of mind..

[Audio] Whenever a customer reaches out to HB Home Service Team, they are either currently experiencing a crisis, or attempting to prevent one in the future. Knowledge of the trade and constant sharpening of those skills is a great way to begin and maintain a relationship with the customer. By performing your job professionally you give the customer the confidence to continue to utilize our services for all their heating/ cooling and plumbing needs. Always remember our goal is to build lasting relationships and create five-star experiences with our valued customers. Every interaction with a customer is an opportunity to strengthen or destroy the relationship. Together we can work towards giving every customer a WOW experience that keeps them coming back..