Snapshot Survey Results | Repair vs Replace
In the September 2022 Snapshot Survey, we asked contractors how they handle repair vs replace conversations with customers in order to share best practices with the industry. Here’s one survey question and its results from the “Repair vs Replace” summary report, which will be available in its entirety to EGIA members on 10/26/22.
What factors does your company consider when recommending repair or replacement to your customers?
Having a repair or replacement conversation requires providing customers with an explanation based on a set of criteria that is gathered from both the equipment and the homeowner. In the home services industry, this conversation can influence the customer’s buying decision greatly. In our survey, the overwhelming majority of contractors (98%) agreed that the age of the existing system is a major factor in determining if the equipment should be repaired or replaced, while 67% noted that the amount of time the customer plans to live in the home should be taken into consideration. It is important for technicians and sales people gather this information so that they can provide the homeowner with the option that is best for them.
Here’s what an HVAC contractor from Vermont said in the survey:
“We utilize system factors such as age, past performance, efficiency, cost of replacement parts and availability to determine whether the situation warrants total replacement.”
