Last week I was in Chicago where I attended the world’s largest HVAC expo.  There I walked about 10 miles at the McCormick Convention Center where over 1,900 exhibitors from over 30 countries were showing off their goods.  Frictionless compressors, solar hot water, dashboard controls, smart phone operated thermostats, steam on demand boilers, ductless units by the dozens and one Big Ass Fan…that is the actual brand name (see below).

So as a last minute idea, I decided to snap some pictures and post via Twitter as soaked it all it.  There was so much information it was like trying to drink from a fire hydrant.  Below is a list of the pictures I took from the Expo and also a couple of videos for your review.  If you are interested in any of the products shown, please give me a shout and our team can design an application for your building. Also, be sure to scroll through all the pictures and videos to see a bonus (non HVAC) video of some local Chicago talent.  Enjoy!

McQuay 700 Ton Magnitude “Magnetic Bearing” Chiller.

http://www.mcquay.com/Magnitude

Heating domestic hot water with Solar panels.  This is a proven solution.  I can’t remember the name of this particular brand, but here in Memphis, Sharp Manufacturer is cranking out solar panels everyday.  Our engineers at S.M. Lawrence Company, would be happy to design a system for your building’s domestic hot water needs.

That’s one BIG pump by Bell & Gossett.  B&G is to pumps as Kleenex to tissue and Coke to Cola…leaders in the circulating pumps!

Check out this control system builder by J2 Innovations.  This is their Fin Builder.  Easily create BAS systems and dashboards FAST and they operate on all systems including smartphones, Apple, Windows, Android and iPad.  Check the quick video I took below and click here for more information: http://www.j2inn.com/

This little fan caught my attention.  With all the distribution facilities in Memphis, this could be a good application for destratification. Click here to learn more: http://www.zoofans.com/

I finally got to lay my hands on a Nest Thermostat!

For more information on how these little gems operate, check my previous blog titled “Steve Jobs and the Thermostat”. http://www.nest.com/

Impressive booth by Tower Tech Cooling Towers.  http://www.towertechinc.com/

My favorite cooling tower on the market: Marley by SPX.  The most reliable and easiest to maintain. http://spxcooling.com/en/

In just a few weeks, I will be installing two of these Honeywell Prestige Thermostats with the Total Comfort Honeywell app for my iPhone!  Once they are installed, I will create a video and post the results.  Stay tuned.

http://yourhome.honeywell.com/home/Products/Thermostats/7-Day-Programmable/Prestige.htm

Fabric duct by FabricAir.  http://www.fabricair.com/net/

Lochnivar Boilers had a fantastic booth.  These high efficiency boilers are made here in Tennessee. http://www.lochinvar.com/

This company makes me giggle every time.  Big Ass Fans have risen in popularity due to their high volume of delivered CFM, lowered energy costs and creative marketing. http://www.bigassfans.com/

These are the most energy efficient steam boilers on the market.  Miura boilers are on demand steam boilers.  We have installed several in our market and one currently under way with Coke Cola bottling in Arkansas.  http://www.miuraboiler.com/

Another great product by Daikin McQuay coming in 2012 is their new rooftop unit called the Rebel. This package unit is available from 3-15 tons and is one of the most efficient on the market.  For more info, go to this website and watch the video: http://www.mcquay.com/main/McQuay/ProductInformation/RooftopSystems/Rebel

Harsco / Patterson Kelley (my favorite of the modular condensing boilers) now offers their MACH Condensing boiler in a 4 Million BTU!  These are the boilers S.M. Lawrence Company has installed at FedExForum and the Commerical Appeal in Memphis.  http://www.harscopk.com/products/group.aspx?GID=1008

I hope you have enjoyed the products and videos in this edition of Mechanical Matters.  Remember if any of the products peak your interest, please give me and my team a call. We can design the right system for you buildings HVAC needs.  As promised, I have included one more video below.  While in Chicago you have to eat a Hot Dog, Deep Dish Pizza and listen to some great blues.  Check out this little video of some of the blues I heard at Kingston Mines.  Enjoy and until next time, “Stay Cool”.

Jimmy Veteto

Author: Jimmy Veteto 

My colleagues will be the first to tell you I’m a creative guy, and they commonly say “Jimmy is different”.  It’s true.  I have never been one to follow the herd, and I become bored easily.  Some would call that A.D.D.  I call it creative multi-tasking.  My business development methodology in the building services industry is very non-traditional. But despite my approach to business, there is one distinct difference that I am proud to admit.

I’m Mac and I think differently. – Jimmy Veteto

The first time I sat down in front of an Apple computer I was sold.  At the time, Mac’s nor iPhones served a purpose in my industry and some will argue they still don’t.  For many years, corporate only provided Blackberry’s and PC’s.  In my business, mechanical engineers, project managers, accountants and estimators surround me.  I feel like an Apple in an Orange orchard.  However, my passion for blogging, websites, creating videos, graphic design and marketing has proven that owning a Mac was one of the best decisions I made in my profession.  It’s helped with exposure in the market place and made my job fun.  Apple products were built for the creative folks in the art department but as I discovered they work just fine for the sales department too.

As we all know by now, Apple’s father Steve Jobs has recently died.  He leaves behind a legacy that most entrepreneurs could not even imagine yet alone achieve.  His creative genius has changed our everyday lives.  When Steve interviewed former Pepsi CEO John Sculley, he said, “Do you want to sell sugar water the rest of your life, or do you want to work for Apple and change the world?”  Who says stuff like that?

I would even guess that this very instance, some of you reading this blog are doing so with an Apple device.  Our kids have iPods, our wives have iPads and if your like me, your iPhones have become another appendage at work, one in which you have to ask your kids to program.  We love these products and not because all of us are Apple geeks, but because they make work productive, life fun and quench our thirst for information.

At this very moment, I am sitting at my daughter’s tumbling class hammering on the keys of my MacBook.  The guy across from me is catching up on emails with his iPhone, and his 4-year-old son is playing Angry Birds on an iPad.   We soon strike up a conversation about Apple products, our admiration of Steve Jobs and thermostats (a point I will soon be at). Then another guy over hears us talking and couldn’t wait to show us how he can access his home thermostat with his iPhone.  Yep Steve lived up to his goal:

We’re here to put a dent into the universe. – Steve Jobs

Steve Jobs ability to design technological devices will not be the only thing Apple will miss.  He was a leader; a visionary and he lived out Apple’s 1984 marketing campaign, “Think Different.”   When I set out to write this edition of Mechanical Matters, my goal wasn’t to write another homage to Steve like other bloggers online or hundreds of magazines on newsstands, but it’s almost impossible not too.  I was inspired, and now Apple has entered our world in the HVAC/Mechanical Contracting world.  A trade magazine on my desks reads:

How Apple is changing the HVAC Industry.  –Engineered Systems Magazine

Just recently a sales rep from Honeywell aggressively tracked me down to pitch their latest temperature control product.  He left me multiple voicemails and emails eager to meet with me…his passion was admirable.  Finally I returned his call.  “What was the fuss all about”, I thought.  Then as he sat across my desk I quickly found out.  Honeywell’s latest thermostats are wireless, easy to install and they include an app.  Yep, Honeywell’s RedLINK residential and light commercial thermostat can be remote accessed from your iPhone and iPad.  As an Apple geek, this rep knew I would love it.

Check out Honeywell’s app-friendly stat in the video below.

Apple’s technology is infiltrating my industry whether the rest of my colleagues like it or not.  In the Engineered Systems article I mentioned earlier, I read about how HVAC technicians are now using iPads in the field to research parts, download schematics, using estimating apps and going “paperless” with electronic invoices.   In our Energy Services Division at S.M. Lawrence Company (my day job), our engineers are now using iPads for their buildings Re-Commissioning services.  Then just yesterday I read an article about a thermostat in USA Today.  ”A thermostat made headlines in USA Today?”  This little device they call the “learning thermostat” is made by Nest and has Apple sex appeal:  Sleek, advanced, smart and just way too cool (no pun intended) to be in my industry.  But its no wonder it favors an Apple product.  Nest is a new start up company in Silicon Valley, and the company co-founder, Tony Fadell, formally worked at Apple.  He led the team that created the first 18 generations of the iPod and first 3 generations of the iPhone.

Check out the Nest thermostat in the video below.

Steve Jobs didn’t personally create these new thermostats, but it was his vision that has lead us to this technology.  His iPhone that included “apps” started the domino affect to endless possibilities for how we exchange information.  The look and feel of Apple products have forced even the thermostat market to become more visually appealing…we now expect that as consumers thanks to Apple.  And if alive today I can assure you the Nest or the Honeywell RedLINK would be in Steve’s home.  Second thought, he may even have a true “Apple” thermostat that hasn’t hit the market yet.  Hey, there’s an idea: the iStat.  You heard it here first.

It’s because of his quest to be “insanely great” Steve Jobs made Apple the most successful brand in the world.  As you look around your business, how are you using Apple products for your business?  Write me, I would love to hear your company’s “Insanely Great” moments. Whether you using Apple products products or not, tell me your success story and the dent you are putting in your industry.

Remember the little 4-year-old on the iPad I mentioned earlier?  Well, turns out his father owns an orthopedic business.  When the iPad came out, he purchased a 100 of them for his sales reps. They now take pictures, instructions, tutorials and much more straight to the surgery room to assist their doctors.  The use for the iPad is limitless.  And now we in the HVAC business are Apple friendly and moving our business forward.

Here are a few of Steve’s classic quotes:

The only way to be satisfied is to do what you believe is great work.

Don’t let the noise of others’ opinions drown out your own inner voice.

Don’t settle.

Stay hungry.

Stay foolish.

And one more thing…         – Steve Jobs

Thank you Steve.  As your friend and nemesis Bill Gates said, “You will be insanely missed.”

If you want to know more about the products you’ve seen in this edition of Mechanical Matters, give me a call.  S.M. Lawrence Company, Inc. is an authorized Honeywell Contractor.  The Nest will be available soon at your local Best Buy.  Oh, and check back with me in a about 6 months.  I am building a house, and I promise that one of these devices (maybe even both) will be installed in my house.  Because I “think different”…plus they are just so cool.

(Please, commercial businesses only)

Jimmy Veteto

Building Consultant, LEED AP, Director of Business Development at S.M. Lawrence Company, Inc. Memphis, TN

SML is a Comfort Systems USA Company

Follow me on Twitter by clicking here. And be sure to check out my website and all of S.M. Lawrence’s service by going to www.jimmyveteto.com

Author: Jimmy Veteto 

Renewable Energy, Climate Change, Cap and Trade, Sustainable, LEED, Solar, Wind, Alternative Energy, Fossil Fuels, Carbon Footprint, Green, Greener, Greenerer…  These are buzzwords.  Buzzwords that most of us in the ‘buildings business’ have heard more than we care too.   Is going green not cool anymore?  With the winter storms this year, I think the global warming crowd lost center stage to the economy, NBA Playoffs and Charlie Sheen.  The reaction I’ve received of late from building owners about “going green” can be compared to the likes of comedian and rotten tomatoes.  Sure, everyone agrees that recycling and being good stewards with our home planet is a good idea.  But come on it’s 2011…let’s get back to important things like the economy.

The most “green” a business can do is become more energy efficient with their building.  More than green cleaning products, more than recycling, more than removing cars off the roads and more than renewable energy, reducing energy consumption is the fastest way to go green and save GREEN!  Sure, you have probably heard this before.  Go green, save green, blah, blah, blah….  But don’t quit reading yet.

In this edition of Mechanical Matters, I want to share a valuable resource that can start reducing energy consumption in your building immediately.  No not going to try to sell you some magic box that will make all your energy bills go away.  I want to introduce you to a local non-profit group here in the greater Memphis area that is helping businesses reduce energy consumption in their buildings, and keeping costs at a minimum.  The group is called Team Green Zone, and they are the “Energy Efficiency Department” of the Bartlett Area Chamber of Commerce.

Prior to the creation of Team Green Zone, John Threadgill (President) and Clay Banks (Director of Economic Development) at the Bartlett Chamber had been inundated with calls from their members inquiring about “energy efficiency”.  So finally they decided to do something.  The decided they should hire someone who could help Chamber members and the greater community of Memphis to lead this new department.  That person is Clayton Poff.  Clayton has extensive background with the EPA’s Energy Star program, former electrical contractor, and vast experience in maintaining buildings.  But he couldn’t do it alone.  With limited resources of a non-profit organization Clayton reached out to business professionals in the private community to assist.  Soon a board of trustees was created and “Solutions Providers” such as contractors, service providers and vendors joined the effort of Team Green Zone.

Companies like Comfort Systems USA, Ewing/Kessler and Pathway Lending to name a few pulled all their resources to help Clayton and the Chamber.  And this is what TGZ does:

• Energy Efficiency Benchmark (EBB)
• Facility Assessment & Recommendations
• Energy Efficiency Project Development Reports
• Project Implementation
• Project Recognition

I have outlined each step and described this process, which is proving to be the most economic and streamlined approach for energy efficiency for buildings.

“Businesses that invest strategically can cut utility costs 10%-30% without sacrificing service, quality, style or comfort.”  -Energy Star™ Small Business.

1.     Energy Efficiency Benchmark (EBB) and/or Preliminary Audit –

“Where are you? You can’t know where you’re going without knowing where you are.” 

For benchmarking your building, Team Green Zone enters your utility information to produce an Energy Star™ score.  This step measures the performance of your building against the database of peer facilities.  For our preliminary audit, we conduct an audit of your facility to determine if we can develop a project that meets your financial criteria.

*Please note, that all buildings that score an Energy Star™ score less than 50, we will recommend      you to work directly with our Energy Services Affiliate Comfort Systems USA to invest in a Full           Investment Grade Audit. 

2.     Facility Assessment & Recommendations –

“Where do you want to go? There are many options we can help sort them out.”  

Once the Benchmark and/or audit is complete, the next step is the Assessment.  In this step we will determine energy efficiency measures, set goals and define the financial requirements for an Energy Efficiency Project.  Our assessment will focus on a staged approach: Operations & Maintenance,
Occupational Behavior,  Controls, Lighting, HVAC and Building Envelope.

3.     Energy Efficiency Project Development Report –

“How do you get there?  There are many routes; we can customize the best path for you.”

Upon completion of the Benchmark and Assessment TGZ will prepare and present the Energy Efficiency Project Development Report.  This report provides all the recommended projects, their value, the ROI (return on investment) and incentives.  All of the energy savings, operational savings, utility incentives, tax incentives, financing and NET present value will be shown in this report.  This step will prove most valuable when making a decision to implement a project.

 4.     Project Implementation – Once the Energy Efficiency Project Development Report has been evaluated and approved, project implementation will begin.  Within Team Green Zone are pre-qualified  Solution Providers made of contractors, engineers and vendors for your consideration and acceptance.  Please note, that it is not mandatory that the Solution Seeker select only Team Green Zone’s affiliated Solution Providers.  Team Green Zone, the Bartlett Area Chamber and their affiliated Solution Providers only serve in an advisory role unless the customer asks that we step out of the advisory role into project implementation.  All Solution Providers are listed on TVA’s Preferred Network and screened by our Board of Trustees to ensure quality products and craftsmanship on all Energy Efficiency Projects.  The Board of Trustees and Bartlett Area Chamber will prevent vendors and contractors (Solution Providers) to contact the customer during Benchmark, Assessment and Development Report Steps.  Team Green Zone understands that building owner’s have a job to do.  It’s TGZ’s job to put you on the path to sustainability with as little disruption to business as possible.  The “Solution Seeker’s” information will remain confidential at all times.

5.     Project Recognition – Upon completion of an Energy Efficiency Project in your building, Team Green Zone will be your partner moving forward for recognition of your achievements such as (but not limited to): Our Team Green Zone – Green Hard Hat Award, Energy Star™ Certification and Plaque (Energy Star™ certified buildings must have a score of 75 or higher), local press/publication of your Energy Efficiency Project.

Team Green Zone automatically gets your company involved on both the national and state level as an Energy Star™ Challenge participant and the Tennessee Pollution Prevention Partnership (TP3).

Working with business professionals, engineers and consultants in the private community, Team Green Zone has put together an “all-star” cast to perform and at the lowest costs.  These are the same services my company offers at S.M. Lawrence Company, Inc. / Comfort Systems USA, but we have found that combining our efforts with Team Green Zone provides a win-win for everyone and helps the economy in our community here in the Greater Memphis Area.

I have served as an advisor on many other “Energy” or “Green” affiliations in the past, but like most the end result was a list of recommendations, manuals and best practices. What makes Team Green Zone different is they take an energy efficiency recommendation to implementation.  For more about Team Green Zone, please give Clayton Poff a call at (901) 730-2503.  TGZ is your resource to put “green” back on the bottom line.  AND one more thing:  If your building’s HVAC, lighting and or roof is beyond its useful life and in need upgrading, Team Green Zone can capture all the energy benefits and incentives to maximize your savings and reduce capital costs.  See the example below.

Call Team Green Zone Today!

Jimmy Veteto

Building Consultant, LEED AP, Director of Business Development at S.M. Lawrence Company, Inc. Memphis, TN

SML is a Comfort Systems USA Company

Follow me on Twitter by clicking here. And be sure to check out my website and all of S.M. Lawrence’s service by going to www.jimmyveteto.com

Author: Jimmy Veteto |  Editor: Lisa Henderson

On SNL’s (Saturday Night Live) March 13th airing, they ripped Toyota a new one with the hilarious reenactment of a Prius going out of control. Cast member, Kenan Thompson, was driving the accelerator-stuck, green machine as it crashed through the woods all the while cussing the car at the top of his lungs.  I laughed uncontrollably.   Toyota is really taking it on the chin as of late; so bad that my 8-year daughter made me “pinky-promise” her that I would ‘never ever, ever’ buy a Toyota.  I asked her why, and she said “because I love you daddy and I don’t want you to crash.”  YES Toyota, your PR has been that bad.

To some this story may already be ‘old news’…we are more concerned with the oil spill and economy than we are with Toyota’s problems; however, there are huge lessons than we can learn. All of us in the business community have been affected by the down turn economy, but like Toyota we can’t focus on the past. We must look ahead to the light at the end of the tunnel…just as long as that light is not the head lamps of an out of control Prius!

Most failures or financial set backs in today’s economy are unforgivable. All of us have whined about the competition at some point.  [“They are doing the work at cost!”]  That is a dangerous game to play in my industry and for contractors one false move while operating at ‘break even’ highly increases safety concerns and major financial risk. But what happens when your business takes a step back due to a product failure like Toyota?  For most American businessmen and women, failure comes with risk and sometimes that’s part of the game we play.

Jonathan Ortmans, writer for Entrenpenuer.org writes:

“The United States enjoys a longstanding belief that failure is merely a pit stop on the way to success. Thomas Edison conducted more than 10,000 failed experiments before turning on the first incandescent light bulb. Milton Hershey faced three unsuccessful starts before satisfying the American sweet tooth. Even Steven Jobs confronted failure when Apple fired him from the company he created—only to welcome him back to transform the marketplace once again, this time with the iPod and iPhone. Unfortunately, similar stories are far too infrequent around the world. Failure—and the economic growth that its lessons stimulate—is not an option in every culture.”

In Japan, many of your large corporations and the government employ most Japanese workers. And in these large corporations such as Toyota, they too embrace the business philosophy: ‘failure as opportunity’. Which leaves me, wondering ‘when’ rather than ‘if’ Toyota will survive.  Even though most of us have already forgotten about the floor mat sticking Prius’, the Toyota brand is in serious trouble. After recalling, correcting, dropping prices and dropping interest rates, people still aren’t buying.  Why?

At a press conference following the first Toyota recall, CEO Akio Toyoda didn’t take the initial recall as serious as maybe he should have.  His presence and demeanor suggested that he had scoffed at traditional Japanese business ethics, and thought we Americans had blown the whole thing out of proportion.  Just before the press started with questions, Akio Toyoda addressed everyone with a mere 40-degree bow.  In Japan the bow is a very important and sacred means of respect and humility.  The lower the bow the more humble and respectable one is to his foremost audience.  Due to present circumstances and the future of Toyota automobiles, everyone expected the full 90-degree bow called the ‘saikeirei’, which exemplifies the fullest veneration or humility. Shortly after the press conference Toyota mandated a 60-degree bow minimum for employees.

Why a lack of respect on Akio’s part?  Has Toyota become too arrogant? The half hearted or half-bow would suggest so.  Peter Brown, Publisher of Automotive News suggests that Toyota is experiencing what is called ‘big company disease’.  Peter was quoted numerous times on the recently aired documentary about Toyota’s failure entitled ‘Total Recall’ on CNBC. Toyota’s success had become the blueprint for manufacturing across the globe, so the documentary proclaimed. In the beginning, Toyota’s growth was rich in Japanese tradition and whose foundational building blocks are quality, quality and quality.  But in the past decade, their fast growth and success had soon become a recipe for greed.

To give some indicator as to just how successful Toyota had become, let’s compare them to the world’s largest automaker GM.  In 2007, Toyota profits had reached 14 billion while GM was facing 39 billion in losses.  Toyota would soon surpass GM. They wanted to be number one…bad. And the birth of the little green machine called a Prius, driven by Hollywood stars such as Julia Roberts, Leonardo DiCaprio and Ryan Gosling, would soon get them to the top spot.  But all the success, race for number one and riding the ‘green’ wave would all come to a screeching halt as the 911 caller died behind the wheel of an accelerator stuck Prius. By now most of us have heard the horrifying 911 call from California on August 28th, 2009…a day that would forever live in infamy for Toyota.

Time will only tell their survival, but before you toss out Toyota’s problems with yesterday’s news, I beg you not to miss this lesson of humility.  Toyota is still working on a final resolve for the sticking accelerator, but not after 8 million cars had been recalled. For folks like Peter Brown, Toyota’s failure would be due in part to the 50% increase in manufacturing in just 5 years. A growth that would be unprecedented for most manufacturers let alone automakers.  Whatever the solution is to repair the accelerators and rebuild the Toyota brand, CEO Akio Toyoda must go back to basics. This failure is an opportunity…an opportunity to refocus on the original success of Toyota, which is quality, quality and more quality. Now is the time for Toyota to redeem, and humble themselves before their core client base. It’s time for the ‘saikeirei’ bow…the full 90 degree bow. Failure is just another pit stop to opportunity.

Unfortunately in this economy very few are experiencing ‘too much success’ as did Toyota before August of last year.  Many of us have been in survival mode. Buried deep in the nightly news transcripts below the latest American Idol updates, NBA playoffs and the oil spill in the gulf, there are stories of businesses succeeding against all odds. They are turning their own economy around. Those companies are those who have focused on ‘quality, quality and more quality’ at a fair price. Those companies are also those who view failure as an opportunity.

Just as Toyota mandated the 60-degree bow for employees during this ‘setback’, we too must mandate humility and respect in our own business ethics.  We must focus on quality, humility and honesty.  And when failure happens, whether it’s a product or deal lost, or tenant moves out, remember this:  A true entrepreneurial economy can thrive only in a culture that allows people to make mistakes, learn and try anew.  As Henry Ford once said: “Failure is simply the opportunity to begin again, this time more intelligently.”

Wrap Up:

So what can we learn about Toyota? I take away three things:

1. Toyota built their empire on three things: Quality, Quality and Quality. They (As we say in the South) should, “Dance with the one that brung ya.” They need to switch their focus on being the best not the biggest.
2. Humility. In business there are ups and downs. Taking the top spot from GM was a major ‘up’ for Toyota. But getting to the top is not the hardest part…it’s staying there. And to be at the top, you must learn humility. For Toyota this starts with the mandatory 60 degree bow. The next time CEO Toyoda is faced with such a travesty press conference, I am sure we will all see the full 90 degree ’saikeirei’.
3. Failure as Opportunity. Back to the basics for Toyota. They should embrace Japanese business ethics and treat this unfortunate event as an opportunity to begin again, this time more intelligently.

I am confident that Toyota will be back. If I know anything about Americans it’s that we have short memories…and we suck at history. I hope you have enjoyed this edition of Mechanical Matters.  Yes, not much was said about the mechanical industry or buildings, but as businessmen and women reading this article there is much to be learned from Toyota.  I know I needed to hear it.  My article wouldn’t be complete if I didn’t include some humor…thus the video below.   I stumbled across this video on Twitter (follow me @jimmyveteto). In the video an American family has used their Toyota SE mini-van as the hook line of a rap called the ‘Swagger Wagon’. The rap and video is very well done and considering Toyota’s rep right now, it wouldn’t be a bad idea for them to embrace this video and pay to have it played across national television.  The American family would appreciate the humor and the subliminal message implying that Toyota is a safe and quality made vehicle for a family.  Enjoy.

Jimmy Veteto

Building Consultant, LEED AP, Director of Business Development at S.M. Lawrence Company, Inc. Memphis, TN

SML is a Comfort Systems USA Company

Follow me on Twitter by clicking here. And be sure to check out my website and all of S.M. Lawrence’s service by going to www.jimmyveteto.com

Author: Jimmy Veteto

One of my favorite movies is Cinderella Man, the true story of James Braddock.  He was a boxer from Hell’s Kitchen New York, who grew up just a few blocks from Madison Square Garden.  His legendary life was one of great inspiration and will forever live in boxing history.   In the early 1930’s, his career hit an all time low right in the middle of the Great Depression.   Having to take a leave of absence from boxing, Jim humbled himself to work the docks as a longshoreman.  He even accepted government relief money, but unlike everyone else he paid his money back.

Because of multiple injuries to his fighting right hand, Jim had to rely on his left during his longshoreman work, which eventually became stronger.  When most fighters would have thrown in the towel, Jim fought his way out of the docks and back to the ring.

Surprising his opponents with a strong left, his secret weapon.  He won a few fights despite his critics who all had given up on Jim.  But despite the Depression and few broken bones, he never lost his courage to persevere and fight.  If you have seen the movie or read the true story of James Braddock, you too were encouraged by one of the greatest fighters of his time.  Jim’s love for boxing, but more importantly his family, gave us all inspiration for generations to come.  Check out the music video tribute to the “Cinderella Man” below then keeping reading:

Today in America, work has been a little harder to come by these days.  It appears that we are coming out of the so-called ‘recession’ but there are plenty of those still without work.  During such times the best or worst of people really come out.  Those who have an attitude like ‘The Pride of the Irish”, Jimmy Braddock, know how to survive when their back is against the wall…for those who don’t they can only talk smack.   As Jim’s opponent Max Baer did before the boxing match that will forever go down in history.

Max Baer, the then World Heavyweight Champ, chose to fight Jim for some quick cash.  The ‘Chump’ as Max called him would be an easy win for the loud mouth, ladies man who was favored 10 to 1.  In the days leading up to the fight, Max started talking smack.   At a press conference Max looked at Jim’s wife and said, “Your much to pretty to be a widow.  Maybe I can comfort her after he’s gone.”

Mankind hasn’t changed much since the Great Depression.  No matter if your facing Max Baer in the ring or your biggest competitor across town, the weaker opponent always resorts to name-calling.  We saw this behavior on the playground as kids, and we still see it in the business world.  I have seen it myself this summer.  Sure we all want to blast the competition from time to time.  I would love to say things like, “Oh you are using XYZ Mechanical?  I hope it’s not true about the owner’s child molestation accusation.”  Yeah the temptation has been there for me more times than I can recall.  However, I bite my tongue.

This summer, one of my competitors patronized one of my best customers.  This particular customer and I have been partners for 5 years.  During these five years, we have gotten to know each other very well.  I am very familiar with his business, what makes them money and what is most important to them.  He on the other hand, knows our company in and out.  He knows many of my technicians by name and I his wife’s name.   He and his company have been very faithful to me over the years and because of his faith, I would do anything to keep him loyal…it’s a true partnership and a win-win for both of us.  However for the first time in five years he has questioned our relationship.

I received a call from him and he was concerned about an issue in his building.  We responded to his need and soon we discovered that our competitor just left the facility.   My customer has had an ongoing issue with this one cooling system, and he needed a band-aid quick.   We have discussed replacing this system due to its age and on going problems many times.  But because of the economy and tight budgets, and a loud mouth competitor talking trash in his ear, he called them instead.  The temporary fix to the unit was satisfactory but ultimately the problem returned.  When I approached my customer he could hardily look me in the eye.

A few weeks later we were back out on the roof and the trash-talking competitor packed up his tools and left.  When budgets are cut and business is down, most people respond much like Max Baer.  They start talking trash.  They become insecure and instead of putting in the hard work, they take the lazy way out by slamming the competition.   I have found that method to backlash every time.  When I heard all the nasty things this particular competitor said about our company and myself, it was all I could do to bite my lip.  However, I was reminded about Jim Braddock who bit his lip and later let his fist do the talking.

Most of you reading this have competition too.  Maybe you are a property manager whose occupancy has dropped a little this year.  You may be in retail, sell cars, real-estate agent, business owner, or maybe you are one of my vendors.  I know its tough out there, but please do yourself a favor and keep your mouth shut about the competition.  Yes they are dogs and they always seem to stand between you and the next sale or house note.  BUT don’t do it…keep your negative thoughts to yourself.  Trust me if you let your fist do the talking your commission and your company’s bottom line will ultimately win.  Oh, and one more thing.  Your competition could be someone else in the office trying out for the same promotion as you.  Uh-huh…same rules apply to you too.

Some of you are probably asking yourself right about now, “If you we can’t slam the competition with our mouths, then what should we do?”  Well we asked ourselves that same question, and it has paid off in more ways than we could imagine.  You need to make your “What Makes Us Different” list.  At my day job, we sat down and put our ‘list’ together.  Before you know it we were so pumped up that we all hit the streets and shared our list with every one who would listen.  No, the list didn’t say things like, “We can too, but we’re cheaper”.  Please…I hate those type of salesmen.  Be specific.  Your lists of services may be longer than the competition.  Your delivery time could be the fastest in town, but you haven’t told any body in a while.  Get creative.  Who knows your left hand could be a bit stronger because your right hand could be overplayed.  Shake things up a bit and who knows you could surprise the customer, your competition and even yourself.  Jim Braddock did.

On June 13^th, 1935 at Madison Square Garden, Jim Braddock stepped into the ring with Max Baer the 10-1 favorite.   They went all 15 rounds, and the “Pride of the Irish” Jimmy Braddock won by decision.  If you haven’t seen Cinderella Man, then pick it up this week.  Have your kids watch it with you.  It’s a great lesson of hard work, dedication and love.  And the next time you have an opportunity to bad-mouth the competition, remember this story.  Instead, out work them, out think them and let your ‘What Makes Us Different’ list do the talking.   And when you do, the gloves will come off and you too will win by decision.  Check out the last five minutes of this infamous fight below.  (Max Baer is the one wearing the star on his trunks)

For more helpful tips go to my “Customer Service” edition of Mechanical Matters by clicking here.

Jimmy Veteto

Building Consultant, LEED AP, Director of Business Development at S.M. Lawrence Company, Inc. Memphis, TN

SML is a Comfort Systems USA Company

Follow me on Twitter by clicking here. And be sure to check out my website and all of S.M. Lawrence’s service by going to www.jimmyveteto.com

Author: Jimmy Veteto |  Editor: Jeff Whitlock

If you had purchased $1,000.00 of Delta Air Lines stock one year ago you would have $49.00 left.  With Enron, you would have had $16.50 left of the original $1,000.00.  With WorldCom, you would have had less than $5.00 left.  But, if you had purchased $1,000.00 worth of beer one year ago, drank all of the beer, then turned in the cans for the aluminum recycling REFUND, you would have $214.00  cash.  This is called the 401-Keg plan.

Obviously I am not one to give financial advice.  However, if you have been watching the stock market lately, this ‘joke’ makes more cents than most stock brokers and financial advisors on Wall Street.  Now more than ever business owners and managers are watching their money.  They are squeezing  cash tighter than Joan Rivers’ face.  Energy costs are rising, operating budgets are shrinking and for the first time in American history, the Canadian dollar is worth more than ours.  What are we to do?

No, I am not going to tell you who to vote for. Personally I don’t think McCain or Obama has a magic wand strong enough to repair our economy any time soon.  We would be better off with Harry Potter’s magic wand, or Joe the Plumber’s magic plunger…I wish they were on the ballot.  We could just sit around, feel sorry for ourselves, and listen to country music.  George Strait has a song entitled, Ready for the End of the World. In the song, George prepares for the worldly end times by buying a case of Jack Daniel’s and box set of Merle Haggard CDs.  I don’t think it’s that bad.  And no, I am not going to suggest drinking heavily, but if you do – don’t forget to recycle.

With all the government bailouts, home foreclosures, rising energy costs, war and company layoffs there is plenty of doom and gloom going around these days.  As an optimist, I generally can put a positive spin on just about anything.  So here I go again: It’s budget time and 2009 is looking like a make or break year.  If you are a business owner, building owner or manager, I would make darn sure that every capital dollar budgeted is invested in sustainability.  For a definition of sustainability, go to my glossary at www.jimmyveteto.com/glossary.htm

Here in Memphis, we have already been warned about the 20% energy cost increase.  If this is news to you, then you’re stupid and should be fired. Was that a bit much?  O.K….let me try again.  If you don’t have access to a T.V., newspaper or computer, live in a cave, don’t socialize, BUT you’renot stupid – consider this your final warning: MLGW WILL RAISE YOUR UTILITY COSTS 20% STARTING IN OCTOBER 2008!

The presidential candidates are encouraging federally mandated caps on green house gas emissions and there is much debate talk on energy independence.  While corporate America is slow to adapt, just watch the continuous rise of energy costs, and you will see capitalism at its best.  As business owners reach deeper into their pockets to pay they local utility company, more will their business philosophies change with the world around them.  No longer does the green party, hippies and hemp wearing environmentalist have the monopoly on ‘tree-hugging’.  Some business owners are seeking the ‘Business Value in Tree-hugging’. Take IBM for example.  They have the best commercials on television right now.  Check out the video below:

During tough times, smart businesses and corporations, like IBM, are in state of constant awareness and plan for the future in order to survive during tough economical times.  One of my mentors is Paul ‘Bear’ Bryant.  He once said, “It’s not the will to win, but the will to prepare to win that makes the difference.” As a building owner, operator or manager, how are you preparing to win?  How are you planning next year’s budget to survive a down turn economy, rising operating costs and  what is your plan for sustainability?  In 2009, will your operating costs and capital dollars be invested or digested?

As a building consultant and mechanical contractor, my job is to help advise my clients on expensive investments to their property.  Some want to know the ROI on their investment, however many are still looking for the cheapest price from three different contractors.  In the movieArmageddon, Rockhound said, “You know we’re sitting on four million pounds of fuel, one nuclear weapon and a thing that has 270,000 moving parts built by the lowest bidder. Makes you feel good, doesn’t it?“ Commercial HVAC equipment is not as complicated as NASA’s shuttle program nor is there the nuclear potential.  BUT your mechanical systems do contribute anywhere from 60-70% of the overall energy consumption in commercial buildings. So why go cheap when your energy costs are your business’ largest controllable cost?

As we hold our breath during another election year, an unstable economy, rising energy costs and falling stock market, don’t put off the needs of your building’s comfort needs.  There are many ways to invest in the overall life, reliability and sustainability of your mechanical equipment…even when operating budgets are vulnerable.  Don’t break out the booze and country music just yet.  I have seen tremendous success with energy efficiency projects, system replacements and retrofits that positively affected cash flow.  The mechanical industry is changing at a pace faster than the Jamaican running team could keep up with.  Every week trade magazines and news articles fill  my inbox with green products, improved technology, higher efficieny equipment, building controls and environmentally friendly materials. Don’t fall victim to conventional ideals, dated technology and dated equipment.  Don’t digest your hard earned capital and operating dollars…invest.

Your doctor would tell you the importance of regular physicals.  I would tell you that the same philosophy applies to your building.  When was the last time you had a second opinion of your mechanical systems efficiency?  Have you ever considered an energy audit?  What is value of ‘tree hugging’ in your business?   These are important questions as you plan for 2009.  Just as a doctor could detect a potential illness at your next physical, so would your building’s comfort needs benefit from a professional’s opinion.  Call us, we can help.

Jimmy Veteto

Building Consultant, LEED AP, Director of Business Development at S.M. Lawrence Company, Inc. Memphis, TN

SML is a Comfort Systems USA Company

Follow me on Twitter by clicking here. And be sure to check out my website and all of S.M. Lawrence’s service by going to www.jimmyveteto.com

 

 

VOLUME 3, ISSUE 2

Author: Jimmy Veteto

At my daughter’s swim practice one evening I found myself in discussion with a couple of other concerned dads. Memphis, with all it’s history, music, food, Tiger basketball and Elvis, we can’t seem to get out of the top 5 list. We are still in the top 5 most dangerous cities in America. Even though the city pulled the plug on A&E’s show The First 48, reruns will be aired for a long time. Turn on your television and no matter which of the local news stations you watch, no news is good news. Murder, carjacking, the failing city schools, crooked politicians and some other depressing bit is all they seem to talk about these days.

As we debated poolside, we determined that the need for positive press for our city is more than needed, but could in fact be the answer. All three of us Memphians, concerned dads and contributors to our local economy agreed. This is our town, our home and we want so desperately for things to get better, but how?

In Malcolm Gladwell’s book, The Tipping Point he writes how epidemics spread both good and bad. In the 1980s Gladwell explains how crime in New York had reached an all time high with well over 2,000 murders and 600,000 serious felonies a year. Underground, on the subways, conditions could only be described as perilous.

Gladwell writes, “This was New York City in the 1980s, a city in the grip of one of the worst crime epidemics in its history. But then, suddenly and without warning, the epidemic tipped. From a high in 1990, the crime rate went into precipitous decline. Murders dropped by two-thirds. Felonies were cut in half. Other cities saw their crime drop in the same period. But in no place did the level of violence fall farther or faster than NYC. On the subway, by the end of the decade, there were 75% fewer felonies than there had been at the decade’s start.” – The Tipping Point.

How did New York go from having the highest crime rates in the country to one of the safest big cities in America? One theory mentioned in The Tipping Point was the ‘Broken Window Theory’. Criminologists James Q. Wilson and George Kelling developed this theory and based their argument on this premise – that crime is the inevitable result of disorder. If a window is broken and left unrepaired, onlookers will conclude that no one cares and no one is in charge. Soon, more windows are broken, and the sense of anarchy will spread from the building to the street on which it faces, sending a signal that anything goes. In a city, relatively minor problems like graffiti, public disorder, and aggressive panhandling are equivalent to the ‘Broken Window’ theory.

George Kelling was hired by New York City’s transit authority as a consultant in the 1980s. He took his ‘Broken Window’ theory to the subways and the transit authority later hired a guy named David Gunn, who took Kelling’s theory and cleaned up the subway system. The graffiti clean up took 6 years to complete in NYC, from 1984 to 1990. Once the subways were clean they later hired the transit police who would nab fare-beaters and handcuff them to a chain gain until that had a “full catch.” The idea was to signal, as publicly as possible, that the transit police were cracking down.

After Rudy Giuliani’s election as mayor in 1994, he ordered the police department to take the same strategy that had been used in the subway and take it to the streets. It worked. As they cleaned graffiti from the subways, the next day a car would be vandalized again. But without fail the transit authority would clean up car by car immediately until the gangs and thugs finally gave up. New York City is now one of the safest big cities in America. People like George Kelling, David Gunn, and Rudy Giuliani won the war on crime in the Big Apple…they took their subways and streets back.

As I look at Memphis, I can’t be one who complains, but one who commits. As my friend Vick said poolside, “Every time I hear someone complaining about Memphis, I just ask them. What are you going to do about it?” Those words hit home to me. I have been guilty of complaining about our politicians, complaining about overcrowded prisons or just complaining to complain. Vick is right. We (Memphians) all need to take a look in the mirror and ask ourselves, “What are you going to do about it?” Complaining only solidifies the problem. Individual commitment to make Memphis a better place can tip the epidemic the other direction.

As you read this, you may be asking yourself: “I am not a police officer, mayor or a transit authority employee. How can I make a difference?” My answer would be to start with positive press in your home, workplace, network and community. Don’t fall victim to negative Memphis-bashing pander around the water cooler. Instead look for ways to get involved….look for a ‘Broken Window’ and fix it.

I attend a church that meets at Crichton College off Highland Avenue. What drew me and my family to this church was not just the music or casual dress code, but their authenticity and dedication to Memphis. Fellowship Memphis is a church committed to Memphis, urban development, racial reconciliation and healing in our community. They don’t play church on Sundays…they walk the walk. They saw a broken window in Kingsbury High School. They saw a school where only 55% of the 2006-2007 seniors passed their math exit exam and could not graduate. They saw 45% of students who were left behind. Fellowship’s membership volunteered as tutors at Kingsbury and in 2008, 95% of the seniors passed their math exit exam and graduated.

Wow…what a story! Did you hear this on any of the local news stations? Of course not. As I stated before, good news is no news. Therefore if you truly want a change in Memphis, it is going to take more people like those found at Fellowship Memphis. Little things can make a big difference…those little things can spread…start an epidemic, but it starts with you. “What are you going to do about it?”

Jimmy Veteto, Memphian

Building Consultant, LEED AP, Director of Business Development at S.M. Lawrence Company, Inc. Memphis, TN

SML is a Comfort Systems USA Company

Follow me on Twitter by clicking here. And be sure to check out my website and all of S.M. Lawrence’s service by going to www.jimmyveteto.com

Author: Jimmy Veteto | Editor: Jeff Whitlock

Think Green, Go Green, Act Green, Be Green, Feel, Smell…Green-Green-Green!  If you are a building owner, manager or operator how many times have you heard about this ‘Green Monster’ sweeping across the nation?  No, not the outfield wall at Fenway Park, but this green monster of eco-friendly concepts and energy smart ideas for your building.

‘Green’ topics can be found in magazines, newspapers, websites, talk radio, television commercials, talking heads on CNN/Fox, politicians, the U.S. Government…the whole world is talking green.  Saving the environment once meant tossing our old newspapers in the recycle bin, but now building owners are being faced with a much more radical view of what it means to be ‘Green’.  Property Managers are being pressured by building owners to ‘think green’.  Building Consultants, like myself are being pressured by property managers to ‘think green’. I in turn pressure my vendors to provide ‘Green’ products…and so on and so on.

Energy costs will continue to rise, oil prices have recently hit the $100 dollar per barrel and the U.S. Government is handing out tax incentives for those who can dramatically cut utilities. Now more than ever has saving the environment also meant saving money.  If green building research is on your agenda for 2008, well then you are in luck.  In this edition of Mechanical Matters®, I will touch ever so briefly on why ‘Going Green’ is important and share with you several sources of green research that I found helpful when composing this article.

But first I want to share with you a statement read that really sums up why ‘Green Building’ technology is important to me as a mechanical building consultant. Joanna R. Turpin, with Engineered Systems Magazine said this:

Manufacturers in all sorts of different industries are advertising their green offerings these days – products that help end-user save energy, lower emissions, reduces wastes, etc. Nowhere does that make more sense than in HVAC industry, where high-efficiency heating, cooling and ventilation projects are in great demand by building owners looking to cut energy cost and lessen their impact on the environment.

I couldn’t agree with her more.  The rest of her article went into great detail about how ‘Green’ products and concepts made to a particular facility resulted in tremendous energy savings.  I could go into great detail about ‘Green’ products that are on the market right now, but in this edition I wanted to address the whole ‘Green’ thing head on.  I will leave ‘Green’ products that I endorse for another edition.  For now I want to answer two questions. 1. Why is having a ‘Green Building’ so important?  2. What is my first step towards a ‘Green Building’?

For the sake of time and political debate, I will stick to ‘Green Building’ topics and steer clear of ‘Green Party Politics’.  As Engineered Systems magazine stated, your building’s mechanical system consumes the majority of your energy.  Unless your building is in the manufacturing industry or a nuclear power plant, chances are your mechanical system is the biggest contributor to your light, gas and water utility bills.  To learn more about how HVAC Energy Efficiency, please click here for this article I found on Wikipedia.  However, to reach perfect ‘Green Building’ stature, please take heed by one of the most profound statements ever made by a frog:

It’s not easy being green. -Kermit the Frog

In order to achieve perfect ‘Greendom’ you may have to spend a lot of ‘Green’ to get there. (For the definition of Greendom, please click here).  Un-like Kermit, ‘Green Building’ can be easy, but getting there may be a challenge.  Whether you are replacing/updating your mechanical systems, improving sequence of operations, new lighting, building automated controls, low flow toilets or addressing your building’s envelope you will discover those ‘Green’ improvements won’t be cheap.  However, through precise Energy Audits, building owners can discover how much energy is wasted, and target the areas of improvement that have the greatest return on investment.

You may be saying to your self right about now, “But Jimmy, we didn’t budget any building improvements this year…we don’t have the capital!”  That’s why the Energy Audits are so important. Your audit may reveal an area that could be improved and the energy savings alone could finance the project with out any capital.  Even if the Energy Audit didn’t result in immediate cash flow improvements, you will still have a sound road map to model your building’s capital investments for the next 1-5 years.  Now do I have your attention?  Keep reading.

I work with a lot of engineers, who are a lot smarter than me, and have dedicated the past 20 years of their lives to energy services.  S.M. Lawrence Company, A Comfort Systems USA Company, is both an Energy Star Partner and U.S. Green Building Council member. Normally when writing these articles I try not to boast about my day job.  Unfortunately there are a lot of companies out there that are selling ‘Green’ performance-contracted energy projects, that have no business doing so.  Just because they are in the lighting business, or maybe they sell a great control system, doesn’t mean that they have your ENTIRE building’s best interest at heart. That’s why Comfort Systems USA Energy Services is the BEST choice.  Go to their website to find out more by clicking on the image below:

Jimmy Veteto

Building Consultant, LEED AP, Director of Business Development at S.M. Lawrence Company, Inc. Memphis, TN

SML is a Comfort Systems USA Company

Follow me on Twitter by clicking here. And be sure to check out my website and all of S.M. Lawrence’s service by going to www.jimmyveteto.com

Author: Jimmy Veteto

Recently I took a quick two day business trip to Denver, Colorado. On my trip I discovered that somewhere during all the hustle and bustle of life someone killed “Customer Service.” On the day of my departure, I arrived early at the Memphis International Airport. The Northwest Airlines ticket line was long…good thing I was early. After a good 30 minutes in line I was told my flight was cancelled and so was the second and third flight. After some aggressive negotiations with Northwest, they finally found a flight to Denver.

Ten hours later, three different planes, two different airlines and lost luggage I made it to my hotel. Yes, during all the shuffling around and cancelled flights the kid behind the counter told me that my bag never left Memphis…”Sorry,” he said. All I had with me were the clothes on my back, briefcase and a sour taste in my mouth for Northwest Airlines.

I needed clean clothes…maybe the hotel could help. The nice young lady (15 years old at best) behind the hotel counter told me precisely where the washer and dryers were. I asked if room service could launder my clothes for me. She rambled off something about company policy…of course she didn’t have a clue what I was asking. I told her that I didn’t mind walking around the hotel naked while my clothes were washing, but some of the other guests might. Finally she got the message. A cab was called so I could do some last minute shopping at Target.

Heading Home…

My business was done. Time to go home. I stood there shoeless in the security line, as I watched the security guard drag out my dirty socks from my computer brief case. I know everyone saw me blush. “Should have thrown those away”, I thought. Just before boarding my plane back to Memphis, my cell phone rang. “Sir, great news…your bag just arrived in Denver.” Problem. I was about to board my plane and baggage claim was three train rides and another long humiliating wait through the security line. “My plane leaves in 10 minutes!” They said for my ‘convenience” they would put my bag on the next plane to Memphis. This was the last time I would ever use Northwest Airlines.

You have had similar experiences. I would also bet that most of you have had problems pumping your own gas, or have had to bag your own groceries…better yet check yourself out in line. You have had flights delayed, rental cars break down, the waitress forget your order, or my favorite — you have called ‘Customer Service’ and talked to a recording for 30 minutes. At least I hope you have experienced poor service…I would hate to think that I am the only one. What has this rant about Northwest Airlines and poor customer service have to do with the Mechanical industry? I am getting to that. Be patient, or I will make you listen to a recording for 30 minutes before getting to my point. Just kidding…keep reading.

This summer was a hot one. Record temperatures where set in Memphis for sure. We had weeks without rain and weeks with temperatures between 97°-106° F. Air Conditioning equipment all over the city never cycled off. They are of course man-made machines, and, lets face it, man isn’t perfect so neither is your HVAC equipment. Under such abuse they will break down. HVAC service departments were busy, and as mechanical contractors we love the heat. This is the time where we HVAC service providers can wipe the sweat from our brows with $100 dollar bills. It’s also the time when good service providers shine, and others fail.

Hot summers (like we have had in Memphis) will put an HVAC company to the test. So in this edition of Mechanical Matters®, we will discuss ways to improve customer service. Maybe your HVAC company let you down, or maybe you let someone down in your business. If so please keep reading.

“The goal as a company is to have customer service that is not just the best, but legendary.” – SAM WALTON

Below are my five most important Do’s and Don’ts in Customer Service. Apply them when choosing an HVAC service provider, or better yet apply them to your business and you will be amazed how fast your company will prosper:

1. “HONESTY AND ACTION”

Sometimes in the ‘service’ business you will have bad news for you customer. Maybe, an order wasn’t shipped on time, the delivery truck broke down, or the factory sent your customer apples instead of oranges. How do you tell the customer?

Don’t avoid their phone calls or pass them off to the factory’s hotline for complaints.

Do call them first before they receive the bad news on their own. Instead of avoiding the situation entirely, face the music. Tell them you wanted to be the first to let them know that their order is wrong, and you are actively making every effort to correct it.

Sure you will get an ear full from the customer, but I can assure you that honesty and action will go a long way with your customer. If you are proactive your customer will notice a difference between you and the other guy who cowardly turned his phone off until the dust settled.

2. “NEVER SAY SORRY”

This is a tough one, and it may sound a bit arrogant, so let me explain. Saying you’re ‘sorry’ to someone is just that…you are confirming that you are a sorry person for letting this happen to them.

Don’t say, “I am so sorry we did not get a technician out today. We are working as fast as we can to free someone up. If you have any questions, please don’t hesitate to call.”

Do say, “We have a technician scheduled for first thing in the morning rather than this afternoon as planned. Jim (technician) will be there at 7:00 am sharp. For your inconvenience, we will deduct our truck charge from your bill. Please call me direct at 123-456-7890 if you have any further questions.”

You decide. Does admitting your mistake with an “I’m sorry” attached to it sound better? Or does simply admitting your mistake, following it up with a precise plan of action, and giving your direct phone number sound better? Remember it is better to face your mistake immediately and be honest. Don’t make up excuses and don’t apologize. In the business world apologies can often lead one to believe you really could care less. This however, doesn’t apply to family and friends. If you let a family or friend down, and you are sincere, then by all means apologize. You don’t live or sleep with your customer. They don’t need an apology, they just want results!

3. “FOLLOW UP”

One of the most important phrases in the business world is follow up. More customers fire their service providers over poor follow up than anything else. Knowing that your sales representative is going to follow up on your order confirms that he or she will also follow through.

Don’t assume that the customer is in the loop on the repairs status, parts ordered, shipping lead times, job completion…

Do make a point to follow up with the customer on all of their needs. Do make a point to let the boss (the customer) know that you are on top of it. Give them a call ahead of time with details about their order…send a quick email.

Following up takes time, but you and the customer will benefit. Example: “Hey I wanted to let you know that we will be sending a technician out soon. I have met with dispatch and she gave me a 30 minute ETA.” Follow up is the key to any success. You might want to take a break from this reading and follow up with…

4. “THANK YOU”

Your boss is not really the one who signs your paycheck…your customer is. Sure your boss gave you the job, but he wouldn’t have a job to give if it weren’t for the customer. You can never say thank you enough. Let me repeat. You can never say thank you enough.

Don’t say thank you only when an order is placed.

Do say thank you every time you get a chance. Say thank you for the appointment. Say thank you for the opportunity. Say thank you for the service call. Say thank you when they least expect it.

In my experience I have found this to be especially true when I send a hand written thank you card in the mail…yes the regular mail, not email. I have even seen my thank you cards hanging on the walls in my client’s office. Why? Because know one does that anymore…its a lost art. Say thank you, say it today and say it often.

5. “FEEDBACK”

You are perfect. Your company has the best product on the market, or your company offers the quickest service response in town. BUT, you are losing customers. The phone isn’t ringing as much anymore. Why, because you never asked the customer for feedback.

Don’t deliver your goods or service and expect that everything went as planned. Don’t assume that your product (which of course is the best on the market) surpassed all of your customer’s expectations.

Do ask for feedback after the sale. “If we could have made your experience with us any better, what should we have done? Now that you have your new HVAC unit what else can we do to improve your comfort?”

You may receive negative feedback. That’s ok. Without the negative feedback, we never know how to grow. Whenever my daughter bumps an elbow, scrapes a knee or makes a mistake, I ask, “Why do we fall down? So we can learn how to pick ourselves up.” Feedback is so essential to customer service and growth. When you ask for feedback and you the customer said that did exceed their expectation, ask for it in writing…that’s called a testimonial, and they are GOLDEN!

I noticed my grandmother struggling to replace her newly purchased watch band. “In the good ole days, the clerk would have replaced this for me”, she said. Yeah right granny…time is money, right? Right, take the time to be honest, take action, follow up, say thank you, get feedback and you will be successful.

This summer I was guilty of a few of the Don’ts listed above. I wrote this article for my own wake up call. I will be taken another business trip soon and I may fly with Northwest. “Huh, after that horrible experience the last time?” Well, that story didn’t end in total disaster.

The young man, whose name I never knew, who took my ticket before boarding my plane home, over heard my phone conversation with baggage claim. As the plane’s engines revved up and we began to back away from the gate, a large knocking noise was heard. I was in first class and close to the door, so I was startled. The plane stopped abruptly and the door opened. Someone was either really late or there is a problem. The young man, who took my ticket burst in, sweating and out of breath. He came right to my seat and said, “Sir is this your bag?”

To this day I have no idea how that young man with Northwest Airlines was able to go from my gate to baggage claim and back in 10 minutes. I took a 10 minute train ride and 45 minute security line wait one way. However possible, he did. He heard my rant on the phone. He heard me say I will never fly with Northwest again and he did something. That is customer service. I wish I knew his name, because regardless of all the mistakes that Northwest Airlines had made that trip, his follow up, his action and his thank you just may keep me as a customer.

“Customer Service may still be alive…but its pulse is weak.”

Many of you reading this are my customer or my prospect, and I want to say thank you for choosing to do business with me. Please let me know what I can do to make your experience better the next time you call. I know this edition of Mechanical Matters® was some what out of the norm, but don’t worry. Next month I will be talking about really interesting topics like boiler start-up and chiller maintenance… I know you can’t wait.

Jimmy Veteto

Building Consultant, LEED AP, Director of Business Development at S.M. Lawrence Company, Inc. Memphis, TN

SML is a Comfort Systems USA Company

Follow me on Twitter by clicking here. And be sure to check out my website and all of S.M. Lawrence’s service by going to www.jimmyveteto.com

Author: Jimmy Veteto

When was the last time you changed the air filter in your home? Was it dirty? Disgusting I know. Do you ever wonder how your house…your home could be so infected with air pollutants? Embarrassing as it may be you are not alone.

After replacing my own filters, I found myself wondering; where in the world does all this dirt come from? “There are only three people living in my home and I just changed these things 45 days ago.” Sound familiar? Now sitting in your office, look up at the supply air grille above you. How clean do you suppose the air is…that cool, refreshing perk that you take for granted? Hmmmm?

According to a study by the National Sleep Foundation, the average employed American works a 46-hour work week; 38% of the respondents in their study worked more than 50 hours per week. My math tells me that we spend an average of 9-10 hours a day at the office. Are you concerned about the indoor air quality in your building yet? Well, you should be so keep reading.

Side Note: “IAQ (indoor air quality) can impact the health, comfort and productivity of building occupants. The Occupational Safety and Health Administration (OSHA) and the Environmental Protection Agency (EPA) rand IAQ among the most serious environmental problems in the country. With most Americans spending up to 90% of their time indoors, IAQ has become a major concern.” Source: Kimberly Clark.

IAQ has been written about so many times that when researching this topic, Google went into search engine overload. From the EPA, to U.S. Senators, to Green Peace and inspiring authors such as myself, IAQ has always been a hot topic. This month’s edition of Mechanical Matters® is dedicated to IAQ and why proper air filtration program is important. I will discuss the effects of IAQ, and what precautions building owners and managers alike can do to keep their investment healthy. But first let’s learn a little about IAQ and the definition as presented in the world’s free encyclopedia, Wikipedia.

Indoor Air Quality (IAQ) deals with the content of interior air that could affect health and comfort of building occupants. The IAQ may be compromised by microbial contaminants (mold, bacteria), chemicals (such as carbon monoxide, radon), allergens, or any mass or energy stressor that can induce health effects. Recent findings have demonstrated that indoor air is often more polluted than outdoor air (albeit with different pollutants) although this has not changed the common understanding of air pollution. In fact, indoor air is often a greater health hazard than the corresponding outdoor setting. Using ventilation to dilute contaminants, filtration, and source control are the primary methods for improving indoor air quality in most buildings.
Source: Wikipedia (Indoor Air Quality).

What potential pollutants exist throughout a building? Below is a list of harmful bacteria’s, gases, and other pollutants that can exist in a building’s air system, again provided by Wikipedia:

1. Radon

2. Molds and other Allergen

3. Carbon Monoxide

4. Legionella, Legionellosis or Legionnaire’s Disease

5. Asbestos Fibers

6. Pollen

7. Dust

8. Spores

9. Bacteria

10. Viruses

Now, are you a little concerned? Before you get too excited please know that these repulsive contaminants can be defeated with proper air filtration and ventilation. Remember how dirty the air filter in your home was the last time you replaced it? It’s that disgusting because it’s doing its job. Air filtration is one of the most important weapons in our fight against poor IAQ, followed closely by ventilation and humidity control. While Asbestos and Radon are still a threat to older buildings, stricter building codes enforced by the both the U.S. Federal Government and State legislation have prevented their uses in new buildings. However, Molds, Allergens, Bacteria, Carbon Dioxide and Carbon Monoxide can creep in no matter how old or new your building is.

Entire books have been written about IAQ. So, before I turn this article into a book, I will direct my focus on the most commonly method of IAQ maintenance, air filtration. I will however, provide a list of links to various websites that I used for my research on IAQ. These links can be found at bottom of this article for your review.

While researching air filtration, I decided to turn the professionals for help. Lynn Stage of Commercial Filter Maintenance (CFM) is who I choose for all my clients air filtration needs. Lynn’s company not only manufacturer’s air filters, but his dedicated service team provides filter service to thousands of buildings in the Mid-South. Filter service may not be a glamorous job, or maybe that is your job. Regardless, this service could very well be the life or death of your building if not taking seriously. In my interview, I asked Lynn about his air filters and how his filters meet the requirements needed to prevent poor IAQ.

During my research on IAQ and learning about all the potential contaminants as listed above, the thought crossed my mind about the type of filters we provide for my clients. As I stated earlier, I use CFM for all my filter services. So in my interview with Lynn Stage, he explained to me that his 2″ Pro Pleat filters are manufactured to a MERV 8 rating or higher. MERV, what’s that? MERV stands for Minimum Efficiency Reporting Value, and take its name from the ASHRAE standard 52.5 which addresses indoor air quality. If you are not familiar with ASHRAE, just think of them as the authors of our ‘HVAC Bible’, or go to their web sitehttp://www.ashrae.org.

“Ok. So we are using the right filter in most applications, but how many times should they be replaced?” Again I turned to the professionals for the answer. Commercial Filter Maintenance, Company recommends that most commercial buildings have there filters replaced at least 4 times per year. For even better systems efficiency they would recommend 6 times per year or monthly depending on the buildings indoor environment.

Side Note: Because poor IAQ can negatively effect the health of a building’s occupants, it can become very costly to employers. Studies have shown how poor IAQ can significantly influence the occurrence of respiratory illnesses, allergy & asthma symptoms, worker productivity, motivation and performance. In my research I even read one study that said, “For every 10 workers, poor IAQ caused an additional 6 sick days per year. A filter upgrade is one of the least expensive alternatives to improve IAQ.

In my experience with building owners I have seen very poor indoor air quality. The common denominator shared was that while they may have been using the right filter, they weren’t being replaced enough. Filtering Particulate matter from the air is not a difficult thing to do. However, building owners and managers alike struggle with this task…a lot! In manufacturing facilities, the maintenance department, whose number priority is the production equipment, sometimes are asked to take on the responsibility of HVAC systems. However, when the production equipment fails, as it normally does, the HVAC maintenance/filter program often plays second fiddle, and is eventually forgotten.

Once I interviewed a Chief Engineer at a very large manufacturing facility whose name I will not mention. They employee over 1,000 people and their fully air conditioned, 630,000 square foot facility was in dire need of a better air filtration program. The engineer explained to me that because of the fumes, ink and other particle matter the production equipment produced, his filters needed to be replaced twice per month. Unbeknownst of the current condition of his systems and IAQ, he bragged on how efficient his maintenance department was at replacing the filters. After my survey I was convinced that the filter schedule wasn’t up to par so I discretely wrote my initials on one of the filters. Eight months later I went back to this plant and to the particular unit where I left my mark. Yep, you guessed it. My initials were still there. According to the engineer his maintenance department had missed 16 scheduled filter replacements. According to the maintenance men, they don’t have time to take care of the HVAC equipment. That is where a filter company such as CFM can help.

If you were wondering about the condition of the Indoor Air Quality at this particular plant, it was bad. So, bad that quite frequently people went home with headaches and drowsiness. The EPA and OSHA have made an appearance at this facility and their findings were just as I expected. I wasn’t the first to bring their IAQ issues to the table. Apparently their own employees did plenty of complaining up the corporate ladder.

Wrap Up:

Writing this article was no easy task. With so much written on the topic of IAQ and air filtration it was difficult to keep this article under 2000 words. For the purpose of an online magazine I have to be careful not to inundate my readers with too much information at one time. So before I bore you to sleep, let me wrap up this edition and review what we have learned:

o IAQ should not be taking lightly.

o There are many harmful pollutants that can enter your buildings indoor air environment.

o Air filtration is one of the best practices in the fight against poor indoor air.

o For most commercial buildings, a MERV 8 Pleated Filter (or higher) is highly recommended for clean IAQ and system efficiencies.

o For most commercial buildings, it is highly recommended to schedule your filter replacements at least 4 times per year.

o Last but not least, always turn to the experts when dealing with air filtration services.

“If you lacerated your finger, would you try and sow it back together yourself, or would you let a professional doctor attend to it?” The same can be said of your HVAC systems and air filtration. Lynn Stage and his team at Commercial Filter Maintenance are the professionals. They can provide you a recommended filter service plan specifically designed for your building. Call them today, you’ll be glad you did.

Last but not least. If you were to ask me what would be the top three things you could do to improve IAQ, they would be:

1. Improved intake controls through HVAC instrumentation and ventilation design

2. Regular HVAC maintenance

3. Use of adequate high efficiency air filters

To fully comprehend IAQ dynamics, just do as I did and ‘Google’ the topic. This article is but a small glimpse at IAQ. As I stated before, many books have been written the cause and effects of poor IAQ Listed below are several organizations that are dedicated to the improvement of IAQ. Feel free to click on any of the links to learn more.

Jimmy Veteto

Building Consultant, LEED AP, Director of Business Development at S.M. Lawrence Company, Inc. Memphis, TN

SML is a Comfort Systems USA Company

Follow me on Twitter by clicking here. And be sure to check out my website and all of S.M. Lawrence’s service by going to www.jimmyveteto.com