Monthly Archives: April 2012

Steve Coscia’s World-Class Customer Service Seminar

Please join us for Steve Coscia’s World-Class Customer Service Seminar, sponsored by the Heating and Air Conditioning Alliance of Indiana.

This will be Steve’s only local seminar this year, so don’t miss this great customer service event! Bring your technicians, office staff, dispatchers, managers – send anyone who interacts with a customer!

Click here to register now


Thursday May 24th at 8:30-11:30 AM

at Jackson Systems
5418 Elmwood Avenue
Indianapolis, IN 46203

$79 for HACAI members,
$89 for non-members


The market has changed. Your customers are buying differently – some of them are behaving differently, too. Angie’s List and other online review sites can wreak havoc. If you’re doing business the way you did 5 years ago – you are probably losing customers. Serving customers with a world-class infrastructure with scripts and templates is the answer. Steve Coscia will help!

Seminar attendees will get a full course in raising the Customer Service bar. You can put your company head and shoulders above the rest with the simple-to-use, highly effective strategies that Steve Coscia will share.

Ø Softly upsell at any given moment using “code” words that customers can’t ignore

Ø How to reduce stress while increasing productivity for your Customer Service team

Ø Simple “Power Scripting” that elevate your company image on every call

Ø How to diffuse complaints and turn those callers into fans

Ø Referral methods to double or triple your referral rate

All attendees get Steve’s high-value workbook and access to Steve’s online lessons. You must be there to get these added benefits.

Check out Steve’s YouTube channel to view clips from some of his other seminars.

Top 10 Questions for Sizing and Selecting a Damper Actuator

This week, we discovered some great tips from Belimo for sizing and selecting a damper actuator. We thought these might come in handy for you, so we’d like to share. Jackson Systems also sells Belimo products, and we’d be happy to help if you have further questions about picking the right damper actuator for your job. Here are the key questions to answer when selecting:

1. What is the total area of the damper? (square feet)

2. Opposed blade or parallel blade control construction?

  • (L” x W” = Total sq inches/144 = total sq ft)
  • Opposed Blade w/o seals 3 in-lb/sq feet*
  • Opposed Blade w/ seals 5 in-lb/sq feet
  • Parallel Blade w/o seals 4 in-lb/sq feet
  • Parallel Blade w/ seals 7 in-lb/sq feet

*Less than 1,000 feet per minute

3. Are there blade and edge seals on the damper?
This will impact the proper selection as the seals add resistance requiring more torque. If unknown, use a worst case scenario, parallel blade with seals.

4. For the damper in question, what does the manufacturer specify as the torque rating? If this information is not available refer to the “typical damper requirements and sizing” chart.

5. What is the air velocity, static pressure, or design CFM?
System above 1,000 FPM required additional actuator torque.

6. Is fail-safe actuation required?

7. What is the supply voltage to the actuator?

  • 24 VAC/DC
  • 120 VAC
  • 230 VAC single phase

8. What is the control signal to the actuator?

  • 2 position
  • Floating point
  • Modulating
  • Sequencing
  • “Non-standard” voltage signals

This will be a critical component to the selection of an actuator. Consider the Multi-Function Technology actuator product range and the flexibility of its application.

9. Can you direct couple to a damper shaft? Direct-coupling has become the industry standard. Some retrofit applications do not allow direct coupling. Refer to the Belimo “Mounting & Methods Guide” for application details.

10. Are there additional accessories required? For example, some applications require the addition of an auxiliary switch for proof of position; a retrofit application may require an additional mounting bracket and linkage kit. We advise that you identify these needs prior to leaving the job site or ordering products.

See Belimo’s complete selection guide here. Thanks to Belimo for this helpful guide.

Deckard Mechanical- Social Savvy

Its hard to ignore social media these days. Many HVAC contractors are taking advantage of social resources to connect and have conversations with their customers, share pictures and information, hold contests, and offer promotions. Also, social media is being used to offer another channel of customer support. Are you using social media to your advantage?

Our client, Deckard Mechanical of Fort Wayne, IN definitely is. “It’s such a great resource for us because we are such a small business.  We have tried to incorporate different medias into the business over the last few years,” explains Jennifer Deckard of Deckard Mechanical. “We try to post tips and information all the time to inform customers of ways to cut costs, save energy, etc.”

There are many places you can find them online, including Facebook, Twitter, Google+, and more! Links to Deckard Mechanical’s social sites are below, check out their profiles to see how social media is working for this Indiana contractor.








Check out our new look

Our Green Zone, Z-2000, and Zone One literature just got a makeover! Click on the pictures below to see each featured product. These new pieces can be downloaded on the product pages. If you would like to receive print copies, please request them here.











What it Takes to be Great, Part I

By Greg McAfee

Like many of you, I started out as an unheard-of wannabe, working out of my own garage. I did not come from wealth, I did not have a well-known name for I was not raised in the area, and the McAfee anti-virus company was not as popular in 1990 as it is today. Thus, out of all the fifty- to seventy-five-year-old companies in my area, I had to figure out how to become known. Of course, my dream went one step further—to become great.

The first thing I had to come to terms with was the realization that there was no way I could compete with those established companies at their level. They already had a corner on the market, doing business that way, so I had to find my own unique spin, to do what they were not willing to do. As it turned out, much of that involved actually serving the customer.

Scheduling Is Critical
Don’t ever forget that you work for the customer and not vice versa. Promptness is very important to most people in today’s instant messaging, microwaving, need-it-yesterday, hurry-up world. If you say you will be there at 8a.m., you need to be there at 8a.m.! If you absolutely cannot avoid being late, let them know ahead of time. All mistakes carry lessons with them, and we learned the hard way that not being on time can cost you a job. We’ve also learned that there are no bonus points for arriving early and disturbing customers from their morning routines. When we do arrive early, we make sure not to knock on the door until the scheduled time. If schedules are not going to be followed, they are virtually pointless—and trust me when I say schedules do have a point when it comes to customer service.

In the beginning, we had standard service hours, but we still tried to be as flexible as possible and work around customers’ availability. If they needed a 7a.m. or a 6p.m. call, we found a way to make it happen—and without the standard “Anything after 5 p.m. is overtime” spiel. Today we offer after-hours service at no additional charge. The first calls of the day are scheduled at 8 a.m., and additional calls are scheduled within two hour windows.

Customers also like to be reminded that you will be there. At one time, I handled all these reminders personally. Today, we call these “courtesy calls,” and they are made by our Customer Service team the working day prior to the service call. Unlike landscapers or lawncare companies who do their work outdoors, our workers have to step across the threshold and work inside the home. Therefore, this courtesy call is more than a friendly reminder. It is a crucial means to ensure that the customer will be home and expecting our arrival during the scheduled time.

When the Service Technician, Installer, or Air Duct Cleaner is on the way to the home/job, they personally call the customer to let them know they are on the way. I can’t tell you how many calls and letters we get expressing appreciation for that simple little gesture. Why? Because it shows that we care about the customer and that their time is valuable to us. It also allows them to be ready for us, whether that means tidying up or putting the dog out. Someone once asked me why we make two reminder calls, and my answer to that is always, “Because we want to make it convenient for our customers.” After all, most households are home to more than one individual, and there is a chance that the one who answered the first call may not have communicated to the one who will be home when we arrive. Communication is important, and courtesy is crucial.


Stay tuned for Part II, Greg will share what helps make you great once you arrive on the call.


A Greener Indiana?

A community of like-minded people, dedicated to making their state a better place to live- that’s what is all about. Indiana has a bad track record in the “green” state ranking, ranking near or at the bottom in recent years. A Greener Indiana is an online community, full of member blogs, events, discussion groups- much like what you would find on other social networks, offering information and education on a variety of environmental topics. There are over 2000 Hoosiers on the site! Jackson Systems even has an event listed: our Energy Workshop, presented by HomeChek.
What resources or initiatives does your state have? Many Hoosiers have united to protect and improve the environment of our state; check out some of the great online resources below to see what you can do to help.

Hoosier Environmental Council


Earth Day Indiana

Not from Indiana? We’d love for you to share what groups and programs are available in your state, too!

Are you a member?

Jackson Systems is a member of these great contractor groups, are you? If you aren’t, you could be missing out on very important resources which can improve your business, and even save you money. These organizations provide excellent support for members, as well as useful business tools. Membership often provides stronger buying power from vendors like Jackson Systems, as you can take advantage of being part of a larger group of buyers! We encourage you to check them out, see what they’re all about and how membership could benefit your business.

Nexstar Network

Service Roundtable

Unified Group

BuyMax Alliance

The Dwyer Group

The VCS is here!

We’re proud to introduce you to our new VCS Ventilation Control System!

The VCS Ventilation Control System is a low cost fresh air control system designed to improve residential indoor air quality. This is accomplished by introducing fresh air through an intake damper controlled by the VCS logic panel. The VCS dramatically increases indoor air quality by decreasing VOCs. Most importantly, the VCS is easy to install and set up, meets the ASHRAE 62.2 standard, and is backed by a five year warranty.

VCS features include:

  • Micro-controller logic panel
  • Status LEDs
  • Single adjustment set-up
  • “Damper Closed” override switch
  • Exhaust fan control option
  • Outdoor temperature and/or humidity limit option
  • Remote “Damper Open” override option

A quick reference chart is supplied that helps you simplify the selection of the ventilation cycle to meet the ASHRAE 62.2 standard. The math has already been done and ventilation cycle rate suggestions are made. The easy-to-use dial allows you to set the minutes of ventilation desired thus meeting the suggested requirements specified in ASHRAE 62.2. There is also an override switch that can be used to place the damper in the auto or closed mode. Status LEDs located on the panel also help the contractor verify that the system is operating properly or to help diagnose a potential issue.

To learn more about the VCS Ventilation System from Jackson Systems, please call 1.888.652.9663 or visit