Working with today's educated customer
- by Art Irwin
01/01/2009
Many customers today still feel the old adage applies when it comes to heating systems: You pays your money and takes your chances. They believe that building codes and CSA standards provide the necessary protection against fire, safety and health issues, but when it comes to heating system performance, they have no earthly idea what to look for. Compounding the problem is a number of poorly qualified heating installers working in todays basements. Most are honest people, but unfortunately they have had little formal training. Thirst for information At the same time, the Internet notwithstanding, there seems to be a void out there in day-to-day information for the average consumer about their HVAC systems. For the past 18 years, I have been a monthly guest on the CBC Radio phone-in show Maritime Noon and more recently CBC TVs Country Canada. Consumers call in with energy related questions pertaining to heating systems of all types, renovations and new construction, mold and mildew and ventilation issues or, in short, HVAC in general. The majority of calls are from Atlantic Canada and there are also callers from across Canada and the US. As the seasons change, so do the subjects of the calls. In the late spring, it will be basement dampness problems. After Labour Day, when the kids are settled in school, the parents then begin to remember the drafts and heating problems of last winter. By mid November, they begin strolling around the home with the caulking gun. By mid December, the people heading south ask where they should set the thermostat when the home is unoccupied. By January, the heating problems, not corrected since last winter, again show their ugly heads and many think they need a new furnace or boiler. In many instances, homeowners are being told they need a new heating appliance, but it is often unnecessary. Some are actually disappointed when I tell them to invest their dollars in upgrading the energy efficiency of the building envelope first and the return on investment can be better than the stock market. Insulating an uninsulated home can often reduce energy consumption by 30 35 percent. Better informed consumer Todays consumer is much better informed regarding energy efficiency than they were 25 years ago. There is more information available, particularly through the Internet. Many of my callers have previously read background information on the subject, which makes life easier for all concerned I receive many complaints regarding conflicting information from trades people and others. For example, an insurer advises a homeowner to replace the oil tank and the installer insists on putting it outdoors. The homeowner is told it must be outdoors because of regulations. (What regulations?) Is it possibly because the installer does not want to carry the tank to the basement? (Art: give the contractor a break. Those new 12-gauge tanks are really heavy, ed.) The homeowner was not briefed on the proper operation of their heat recovery ventilator or they were told to operate it year round. In Atlantic Canada, I advise homeowners to turn it off in summer and open the windows and enjoy that fresh evening air! Wood heat regulations have improved immensely with the WETT heat organization in place (Wood Energy Technology Transfer www.wettinc.ca), but there are still homeowners out there that travel to the U.S. and purchase an attractive wood stove, bring it across the border and carry out their own installation. They will get an unpleasant surprise if they have a fire and are told the stove is not CSA certified and their insurance will not cover the damages. I am getting a number of calls on the subject of freeze protection or anti-freeze in their heating system. My plumber just installed Plumbers or RV anti freeze in my heating system. He was not sure of the proper quantity and suggested four to five litres should be satisfactory. This is where I get very frustrated because the homeowner is being misinformed. Paying the bills Sometimes we forget that it is the consumer paying the bills and yet the consumer is often not listened to. For example, situations arise where the homeowner wanted the radiation installed on the far wall because of their furniture arrangement and the installer cannot understand why the homeowner is unhappy when they simply put it wherever they thought best. Discuss the details is probably a good motto. Based on the feedback I receive, it is often the simple points that should be discussed and that make installers heroes when they take the time to listen. The homeowner is your best salesperson and this free advertising is priceless. If I had three ears, they would all be busy from dawn to dusk. As this is being written (in the fall), it is that time of year when the consumer sometimes goes wild with the caulking gun and purchases the wrong material, tries to make changes to the heating system and floods the basement, tries to install de-icing cable on the roof and is now receiving Get Well cards in the hospital! Hiring a professional will often prevent these home disasters. I do enjoy trying to keep homeowners out of trouble and realize I have an endless challenge.
Arthur A. Irwin operates Irwin Energy Consulting Services in Halifax.
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