beyondrepair · 2015. 1. 19. · 10 •april 2009 beyond repair •3 – for seven totaline sales...

BEYONDREPAIRNews and information that drives your business. AApprriill 22000099

In this issue:

© Carrier Corporation 2009

And the winner is...page 3

New logo program for new Totaline® t-stat lineup.

page 4

Constant and Edwards turn salesevent into great Payne®

package program.page 6

CSD Northeast strives toward customer satisfaction!

page 8

For the home or business owner, Factory Authorized Parts:• preserve the original manufacturer’s warranty,• preserve the original efficiency of the system,• preserve engineered sound requirements (for applicable components such as motors), and • meet rigorous factory run life design specifications.

For the dealer or technician, Factory Authorized Parts:• provide an exact drop-in replacement,• feature exact electrical connections and lead lengths,• feature exact mounting characteristics, and• preserve the UL and/or CSA approvals and listings for the parts in the original equipment.

FREE!FREE!Get a Totaline® Lunch Cooler.*Buy 1 F.A.P. motor, plus any capacitor and any fan blade or blower wheel all on one invoice.*Go to www.totaline.com and click the “FREE STUFF” link. Then, follow the directions and complete the offer. Offer must be completed and a proof of purchase from a Totaline sales center will be required. See site instructions for complete details. One Totaline lunch cooler per person - certified HVAC/R professionals only. Offer good while supplies last. Offer subject to change or discontinuance without notice.

Appearances are important. Don’t change the motor without changing the blade.Okay, so you just perfectly installed a sparkling new motor. Too bad your customers are going to see therusty blade and question your work. When you change a motor, always make sure to change the blade, too.And to further protect your reputation, always use FAP when repairing a Carrier®, Bryant®, or Payne® unit.

Look sharp. Always use a new blade.

MEET THE NOMINEES FOR

SALES ASSOCIATE OF THE YEAR

ALEXANDERPERALES

TOTALINE SOUTHERNCALIFORNIABAKERSFIELD

BIRCHBICHA

AUER STEEL & HEATINGMILWAUKEE

THOMASROGERSHABEGGER CORPORATION

CINCINNATI

DUSTINTURNERTotaline SOUTH CENTRAL

PEARL

JOSEPHTOTALINE NORTHEAST

TONAWANDA

JAEGERS

CHRISTOPHERHIGGS

KOCH AIR, LLC.INDIANAPOLIS

What are you working on today?TM

JAMIEMILLER

WWG TOTALINEOTTAWA ®

2 • APRIL 2009 BEYOND REPAIR • 11

Welcome to the April edition of Beyond Repair. Spring is here, and sois yet another busy season for HVAC/R techs. Customers are probably con-sidering installing or updating their air conditioning units, which presents theperfect chance to ease them into IAQ. See how you can make the most ofthis opportunity on Page 10.

This edition of Beyond Repair also has lots of information from the frontlines – you’ll meet the Totaline® 2008 Sales Associate of the Year (Page 3),read what folks at CSD Northeast are doing to meet customer needs (Page 8),and find out how Michael Constant and W.L. Edwards have made the Payne®

Package program a huge success in their region (Page 6). Totaline Category Manager Ken Rando will explain why it’s always impor-

tant to change the oil every time you use your vacuum pump. That’s on Page7. And, Totaline Category Manager John Loeffler will offer an introduction onthe new and improved thermostat logo program – check that out on Page 4.

Jim Flynn tackles a tough flame failure question in this month’s StumpJim Flynn column. Will he solve the problem? Find out on Page 11. And,you’ll have the opportunity to learn more about fan blades and compressors– see our new ads on Pages 5 and 12.

It’s all right here, in this brand-new edition of Beyond Repair. Enjoy!

Scott ForresterTotaline Sales Manager

IN THIS ISSUE

Totaline® Training Manager Jim Flynn answers your questions about Totaline sales centers and the HVAC/R industry.

FLAME FAILURE FIX

James Flynn

Q: Can you explain what puts the ignition moduleLH33WP003 into flame failure? I replaced a boardbecause it kept failing in ignition. This was with gas anda good fire with the right flame signal. I installed a newboard and wanted to see how it worked, as well ascheck the safety side of the board. When I turned off thegas, the spark came on and would shut down and keepretrying with no lock out. I had flame and pulled theflame rod. The spark would come on, shut off, and thenrecycle, but again, no lock out. Finally I tried pulling theignition lead, and there was still no lockout. Any sug-gestions? – Mike Dymond

A: Well, Mike, I finally caught up with an installer forsome insight into your questions. The first question –what puts the ignition module into flame failure – is prettystraightforward. For whatever reason, it’s not sensing aflame. It could be anything from a failed module to a dirtyflame rod. It seems your bigger question is why the igni-tion module is not locking out. I’m hoping the followinginformation will solve your dilemma quickly and simply.The lockout time for ignition module LH33WP003 is 15minutes, meaning it will try ignition for 15 minutes beforeit performs a lockout. Hope this helps!

For his super questions on flame failure, we’re going tofix Mike up with some great FREE STUFF! Do you havean HVAC/R question? Send it to me, and if I use it here,you get FREE STUFF, too!

[email protected]

Jim Flynn is the Totaline training manager and has 35years of experience in HVAC/R. Every month, we chal-lenge readers to Stump Jim Flynn with a question aboutTotaline sales centers and the industry. Contact him [email protected].


– for seven Totaline sales associates, these attributes paid off asthey rose to the top of their field in 2008. At the regional trainingheld in February 2009 in Orlando, Fla., these seven individualswere recognized for their accomplishments, and for one, the titleof Sales Associate of the Year was awarded.

According to Totaline Training Manager Jim Flynn, in orderto qualify for the award, Totaline counter sales associates mustfirst complete a written test. “In each region, the sales associateshave an opportunity to take a test specifically for counter salesassociates,” Flynn said. “It’s a 100-question test, and it coverseverything that sales associates might experience on the counter,both technical and customer service related,” he added.

Then, the top four scorers from each region move on to thenext step – evaluation by their supervisors. “The immediatesupervisors rate associates on a number of criteria, including cus-tomer service, professionalism, and job dedication,” Flynn said.“The top scorer from each region becomes a finalist, and gets tocome to Orlando for the awards ceremony.”

Top finalists for 2008 included Christopher Higgs of Koch AirLLC of Indianapolis, Ind.; Alexander Perales of Totaline SouthernCalifornia, Bakersfield; Jamie Miller of WWG Totaline, Ottawa;and Thomas Rogers of Habegger Corporation in Cincinnati. BirchBicha of Auer Steel and Heating in Milwaukee, a two-time finalist,and Joseph Jaegers of Totaline Northeast, Tonawanda, a three-time honoree, were both 2008 finalists as well.

But the number one honor of the day – the Totaline SalesAssociate of the Year Award – went to Dustin Turner of TotalineSouth Central, Pearl. Along with a commemorative plaque, Turnerwas also presented with the trip to Orlando, which included a one-day pass to Disney World.

Flynn said that the Sales Associate of the Year ceremony isjust one way to honor those who are on the front lines at Totalinesales centers every day. “The Totaline employee standing at thecounter, facing our customer, is the most important person in thiscorporation. People buy parts from people,” he said.

TOTALINE® ANNOUNCES SALES ASSOCIATE OF THE YEARHard work, dedication, and a love of all things HVAC/RToday’s consumers are aware of environmental

issues and indoor air quality concerns, but they maynot know that their HVAC/R dealer can provide themwith solutions. As a technician, you may have a lot ofquestions when it comes to IAQ. How can you mar-ket it to your customers? Is it simple to install? Andwhere can you find the training and products youneed to become an IAQ expert?

Most of the time, technicians are called to a cus-tomer’s home or business to provide a new install orretrofit. This is the perfect opportunity to approachyour customers about indoor air quality concerns,because this is the easiest and most effective time toinstall IAQ. According to Totaline® Category ManagerKen Rando, there are many ways technicians canease their customers into IAQ.

“Check for obvious factors that might makeindoor air quality a concern for your customers,”Rando said. “Some things you might want to be onthe lookout for are pets, smokers, and static cling.”He said that other things to watch for are either verydry or humid indoor air, musty odors, and dust par-ticles in the air.

Rando also said that it’s helpful for techniciansto have an IAQ checklist handy when they go out oncalls. “Using a checklist can help you identify con-cerns that aren’t obvious, and help you familiarizeyour customers with IAQ,” he said. He suggestedthat the checklist include questions about allergies,asthma, dry skin, and other health concerns.

Once technicians learn to spot IAQ concerns intheir customers’ homes, where can they receive prod-uct training? “Totaline sales centers offer regionaltraining four times a year,” said Totaline CategoryManager John Loeffler. He also recommended thatdealers attend the Totaline® trade show, where ven-dors display IAQ products, answer questions, andprovide product literature and information.

“It’s important for technicians to understand therange of IAQ products, and the different types of appli-cations out there,” Loeffler said. “And, Totaline salescenters are a one-stop shop for all of their IAQ needs.”

Some of the IAQ product offerings at Totalinesales centers include electronic air cleaners, mediafilters, HEPA filters, humidifiers, HRVs and ERVs,air purifiers, UV object purifiers, and commercialsmoke detectors.

“Totaline sales centers offer a solid, compre-hensive line of IAQ products. They’ve got all of thebases covered,” Rando added. “IAQ products pro-vide a huge opportunity to today’s dealers, and wesupply it all at one convenient location.”

When dealers shop Totaline sales centers for alltheir IAQ needs, they’re eligible to receive FREESTUFF. In 2009, purchase five different line itemsincluding two Totaline IAQ products, and receive aFREE wind-up flashlight radio. For more informationon this and other great FREE STUFF offers, visitwww.totaline.com.

Clearing the air about IAQ

ALEXANDERPERALES



PEARL

JAMIEMILLER

WWG TOTALINEOTTAWA

BIRCHBICHA



CINCINNATI


TONAWANDA

JAEGERS CHRISTOPHERHIGGS

KOCH AIR, LLC .INDIANAPOLIS

Think inside the box.Chances are, customers who own Carrier®, Bryant®, or Payne® equipment selected these brands because they prefer quality, reliability and efficiency. These customers deserve a repair solution that restores their equipment to its original performance. FAP products help you provide exactly that solution!



No need to get creative. Smart techs save time and hassle by using exact drop-in FAP replacement parts.


Logo program available for new Totaline® thermostat lineupIn conjunction with the launch of their new thermo-stat lineup, Totaline sales centers are pleased toannounce a new and improved logo program aswell. The program will feature a new website andadditional options, and will apply to all 15 newTotaline thermostat models.

Totaline Category Manager John Loeffler indi-cated that the new program will enable customers topersonalize the entire new thermostat lineup toinclude their business logo and text. “Dealers andcontractors will continue to have the option of cus-tomizing thermostats at Totaline sales centers,”Loeffler said. “As in the past, they’ll be able to putidentifying information, such as their business nameand phone number, directly on the thermostats.”

“The thermostat is really the only HVAC/Requipment customers see and use regularly, so it’sa great place for dealers to put their identifying infor-mation,” Loeffler said. “It’s good marketing andensures that the customer will call them back thenext time they have an HVAC/R concern.”

Loeffler explained that dealers who are inter-ested in taking part in the logo program can still bringtheir text and logo to their Totaline sales center in theform of a business card. From there, the informationwill be sent to designers, who will recreate it to cus-tomer specifications.

After the design is approved, customers will beable to go online to the new website and apply theirlogo to their thermostat of choice. The system willprovide the customer with a part number, which theycan then take to their sales center for ordering. As anew program feature, the logo will remain on file forfuture ordering purposes.

Additionally, with the new program customershave lower cost options. Grey text only on the ther-mostats will be offered for free, and grey logos willbe available at a low cost. Loeffler also said that, fora slightly higher price, customers will be able tochoose from 25 different logo colors. “The pricing forcolor options will be the best pricing of the old pro-gram,” Loeffler said, explaining that a minimumpurchase will be required.

Loeffler said that the new logo program, cou-pled with the streamlined new line of Totalinethermostats, is just one more way for dealers andcontractors to build their professional image. “Thereis a large demographic of customers out there wholove to have their dealer’s information at their finger-tips. The logo program really facilitates this, andprovides a professional looking product as well.”

When you purchase Totaline thermostats, youcan also receive FREE STUFF. In 2009, if you buyany combination of at least 10 Totaline thermostatsand any length of thermostat wire all on one invoice,you can get a FREE Totaline 16-function multi-tool, aprofessional padfolio, or a $20.00 Wal Mart® gift card.Visit www.totaline.com today for more details.

abcd e a l e r


Beware the Franken-pressor.

FREE!FREE! *Go to www.totaline.com and click the “FREE STUFF” link. Then, follow the directions and complete the offer. Offer must be completed and a proof of purchase from a Totaline sales center will be required. See site instructions for complete details. One pair of Totaline binoculars per person - certified HVAC/R professionals only. Offer good while supplies last. Offer subject to change or discontinuance without notice.

Get a pair of Totaline® binoculars.*Buy any Genuine Carlyle® compressor plus at least 4 of the following compressor replacement accessories all on one invoice: electrical tape, TotalTest kit, solid core drier, refrigerant, refriger-ant oil, crankcase heater, phase monitor, acetylene, lube oil controls, suspension kit, contactor.

Don't trust a rebuilt compressor! Rebuilts are often just repaired and repainted. Here are just a few reasons why Genuine Carlyle remans are your best bet for avoiding customer horror stories:• They’re completely torn down and remanufactured to good-as-new quality – not rebuilt.• UL-certification gives you and your customers peace of mind.• They’re inspected and repaired to rigorous Genuine Carlyle engineering standards.• All Genuine Carlyle remans are improved to meet the latest technical advances.• They’re remanufactured by the same people who build the original compressors.• They’re readily available at your Totaline® sales center.

RE MA NUFA CTURE D COMPRESSORS

Across the nation, most industries are feeling theeconomic crunch. In order to best serve their cus-tomers during these times, businesses need torefocus their business strategies. Over the pastseveral months, CSD Northeast has aligned alldepartments in an effort to develop a plan toachieve ultimate customer satisfaction. How havethey accomplished this?

“The CSD Northeast team is dedicated, andstrives tirelessly to meet customer needs each day,”said Director of Northeast Distribution Pete Grillo.He added, “We’re committed to doing the rightthings, the right way, on behalf of customers.”

Norma Lotrecchiano, marketing administrator,agreed that everything the team works toward isdeeply rooted in customer fulfillment. “Our mainfocus is our customers, and doing things the rightway,” she said. “Our end goal is always customersatisfaction.”

Regional Customer Service Manager MikeSmith indicated that customer service occurs onmany levels, which is why it’s important for every-one within the organization to work toward this ideal.“For example, we focused on the supply chain andoptimizing our distribution channel,” Smith said. “It

helped us to maximize the efficiency of our con-tracted trucks, therefore minimizing damage andproviding consistent deliveries to our customers.”

“If we’re taking the right product from the rightplace, we ensure that we have the appropriate prod-uct in place to fill orders, and then ensure thoseorders get to the customer on time, with minimalturn-backs for damage,” Smith said.

Tom Patamia, market manager for CSD North-east, New Jersey Division, has also seen the directimpact working as a collective team has had on cus-tomers. “Customers have noticed differences in ourTotaline sales centers,” he said. “They see things likecleanliness, efficiency, and specials that are in place.Customers are seeing the benefits – based on whatthey’re telling us, we really have our act together.”

Developing a cohesive internal working envi-ronment has united CSD Northeast, and thereforehas positively impacted the customers. “A.J. Perri,Inc. is one example of how teamwork has had adirect effect on the customer,” said John Stiene,Northeast regional operations manager.

“They’ve actually altered their fleet of vans. Theyused to bring two types of vans to the job site – onewith the technicians, and another with the equipment.

By working with us, A.J. Perri, Inc. no longer needs torun the equipment vans,” explained Stiene.

“They retrofitted all their work vans to carrypeople and product at the same time. The team-work among CSD Northeast has enabled A.J.Perri, Inc. to streamline their business, and theirbusiness is more profitable because they deal withus,” Stiene said.

“The work we do is going out to the cus-tomers we serve, and is changing the way theyserve the end-user – the home or business owner.That’s what customer service is all about, andthat’s what the CSD Northeast team strivestoward,” Stiene concluded.

CSD Northeast – Striving to Meet Customer Needs Every Day

Choose a Genuine Carlyle® reman instead.


With spring here and warmer weather rightaround the corner, your customers might bethinking about ways to keep cool. And, with thecurrent economic climate, they’ll probably wantto save as much money as possible. Two distrib-utors have come up with a way to save time andmoney, and increase efficiency by offering theircustomers the Payne Package program.

Michael Constant, Totaline® area manager forCSD Mid-Atlantic, and W.L. Edwards, regionalaftermarket manager for CSD Southeast, bothhave extensive experience working with the PaynePackage, and have offered their insights as towhat makes the program so successful.

According to Constant and Edwards, thePayne Package program started as a salesevent, but was so popular with the customers thatnow, several Payne Package sizes and combi-nations are offered on a regular basis. Fromone-and-a-half ton residential AC and HP pack-ages to five-ton packages, the program makes iteasy for the customer to get everything they needin one stop at their Totaline sales centers.

Customers interested in purchasing a PaynePackage as opposed to individual componentscan find product information in fliers, advertise-ments, and in-store banners at their sales center.Additionally, counter sales associates are highlytrained and ready to help customers find thePayne Package that meets their needs. After thecustomer chooses the appropriate size package,the counter sales associate then pulls all the nec-essary equipment and products for the job.

Each Payne Package is offered at a dis-counted price, as compared to purchasing eachcomponent for a job individually. “We wentthrough and looked at each size to come up witheverything the technician or installation crewwould need to do the job,” Edwards said. “Thenwe built in a discount, so that the advantage ofpurchasing an entire package was clear.”

Constant agreed that the program wasdeveloped as a way for customers to quickly geteverything they need to install a Payne AC or HP

system, and save some money in the process.“We offer the Payne Package as just another wayfor customers to get a really good bang for theirbuck,” he explained. “The prices on the equip-ment are already fantastic individually, but byoffering everything in one package, it’s an evenstronger value for our customer. This has been ahuge success due to the team effort here in theMid-Atlantic.”

“Customers are really receptive, and thePayne Package makes it easy for them to come inand get exactly what they need,” Constant added.“When the customer wins, we win, and the PaynePackage is a huge value for their dollar.”

“We’ve used the Payne Package as a way ofpartnering with our customers to help make theirbusinesses more successful,’ Edwards said. “Byusing this program, technicians know how to accu-rately price jobs, so there is less labor for them andno surprises for their customers,” he said.

“The Payne Package is a great economicalternative for our customers,” Edwards added.“We realize the economy is on everybody’s minds,so we want to make sure we can provide both thecontractor and end-user with a good quality prod-uct at an affordable price.”

Edwards concluded by saying that the pro-gram’s success cannot be attributed to oneparticular area, but to the work of many. “Thesuccess of the Payne Package program is due tothe efforts of everyone, from the local manage-ment team to people in the sales centers, CSR’s,purchasing, logistics, shipping and receiving,right down to the customers who order the prod-uct. This really is a team effort,” he said.

Is the Payne Package available in yourregion? Ask the friendly staff at your local Totalinesales center what they offer today. And while you’rethere, don’t forget about 2009 FREE STUFF. Rightnow, when you purchase a Payne R-22 air condi-tioner and 10 installation items, you’re eligible toreceive a FREE auto tumbler and flask gift set. Tolearn more about this and other great FREESTUFF offers, go to www.totaline.com.

Constant and Edwards make Payne®

Package Program a Success With the arrival of spring and warmer weather, now isthe time when HVAC/R technicians will likely be serv-icing AC units. When you’re called upon to charge aunit with new refrigerant, you’ll use a vacuum pumpto remove system contaminants first. But where dothose contaminants go? Directly into the pump oil,said Totaline® Category Manager Ken Rando.

“Vacuum pump oil is one of the most rigorouslyused oils, and it’s used in a tough environment,”Rando said. “Vacuum pumps are designed to removemoisture and air, as well as contaminants, from thesystem. The accumulation of contaminants in the vac-uum pump oil is normal.” Because of this, Rando saidthat it’s important to change the vacuum pump oil aftereach and every use.

“The pump oil is like the life blood of the vac-uum pump,” Rando added. “In addition to providingall the lubrication and sealing of the pumping com-ponents, it also collects all the moisture andcontamination of the system.”

“Because the vacuum pump oil holds the con-taminants in suspension, they float around in thevacuum pump system. If you don’t remove them,they can significantly shorten the life of your vacuum pump, which is why you should change the oil every time,” Rando said, adding that replacing a vacuum

pump can be a hefty expense – a new one can costbetween $300 and $400.

For best results, Rando recommends runningthe pump for at least 15 minutes before changing theoil. “The reason for that is to get the moisture andcontaminants floating around and suspended, ratherthan leave them laying at the bottom of the tank.” Healso said that it is imperative to use a good qualityvacuum pump oil, and make purchases in quart andgallon sizes.

Where can technicians find vacuum pump oil? Totaline sales centers offer the top brands, including

Totaline, Yellow Jacket, and Calgon vacuum pumpoil. “These are three good names, and you can beassured you’re getting a quality vacuum pump oil,”Rando said.

Don’t forget – when you shop Totaline salescenters for your vacuum pump needs, you can getFREE STUFF. During 2009, when you purchase anF.A.P. product and any Totaline vacuum pump orTotaline refrigerant recovery unit all on invoice,you’re eligible to receive a FREE pair of Totalinesafety shades. Check out www.totaline.com formore details.

DON’T WAIT TO CHANGE THAT VACUUM PUMP OIL

Michael Constant, Totaline Area Manager for CSD Mid-Atlantic W.L. Edwards, Regional Aftermarket Manager for CSD Southeast


Beware the Franken-pressor.

FREE!FREE! *Go to www.totaline.com and click the “FREE STUFF” link. Then, follow the directions and complete the offer. Offer must be completed and a proof of purchase from a Totaline sales center will be required. See site instructions for complete details. One pair of Totaline binoculars per person - certified HVAC/R professionals only. Offer good while supplies last. Offer subject to change or discontinuance without notice.

Get a pair of Totaline® binoculars.*Buy any Genuine Carlyle® compressor plus at least 4 of the following compressor replacement accessories all on one invoice: electrical tape, TotalTest kit, solid core drier, refrigerant, refriger-ant oil, crankcase heater, phase monitor, acetylene, lube oil controls, suspension kit, contactor.

Don't trust a rebuilt compressor! Rebuilts are often just repaired and repainted. Here are just a few reasons why Genuine Carlyle remans are your best bet for avoiding customer horror stories:• They’re completely torn down and remanufactured to good-as-new quality – not rebuilt.• UL-certification gives you and your customers peace of mind.• They’re inspected and repaired to rigorous Genuine Carlyle engineering standards.• All Genuine Carlyle remans are improved to meet the latest technical advances.• They’re remanufactured by the same people who build the original compressors.• They’re readily available at your Totaline® sales center.

RE MA NUFA CTURE D COMPRESSORS

Across the nation, most industries are feeling theeconomic crunch. In order to best serve their cus-tomers during these times, businesses need torefocus their business strategies. Over the pastseveral months, CSD Northeast has aligned alldepartments in an effort to develop a plan toachieve ultimate customer satisfaction. How havethey accomplished this?

“The CSD Northeast team is dedicated, andstrives tirelessly to meet customer needs each day,”said Director of Northeast Distribution Pete Grillo.He added, “We’re committed to doing the rightthings, the right way, on behalf of customers.”

Norma Lotrecchiano, marketing administrator,agreed that everything the team works toward isdeeply rooted in customer fulfillment. “Our mainfocus is our customers, and doing things the rightway,” she said. “Our end goal is always customersatisfaction.”

Regional Customer Service Manager MikeSmith indicated that customer service occurs onmany levels, which is why it’s important for every-one within the organization to work toward this ideal.“For example, we focused on the supply chain andoptimizing our distribution channel,” Smith said. “It

helped us to maximize the efficiency of our con-tracted trucks, therefore minimizing damage andproviding consistent deliveries to our customers.”

“If we’re taking the right product from the rightplace, we ensure that we have the appropriate prod-uct in place to fill orders, and then ensure thoseorders get to the customer on time, with minimalturn-backs for damage,” Smith said.

Tom Patamia, market manager for CSD North-east, New Jersey Division, has also seen the directimpact working as a collective team has had on cus-tomers. “Customers have noticed differences in ourTotaline sales centers,” he said. “They see things likecleanliness, efficiency, and specials that are in place.Customers are seeing the benefits – based on whatthey’re telling us, we really have our act together.”

Developing a cohesive internal working envi-ronment has united CSD Northeast, and thereforehas positively impacted the customers. “A.J. Perri,Inc. is one example of how teamwork has had adirect effect on the customer,” said John Stiene,Northeast regional operations manager.

“They’ve actually altered their fleet of vans. Theyused to bring two types of vans to the job site – onewith the technicians, and another with the equipment.

By working with us, A.J. Perri, Inc. no longer needs torun the equipment vans,” explained Stiene.

“They retrofitted all their work vans to carrypeople and product at the same time. The team-work among CSD Northeast has enabled A.J.Perri, Inc. to streamline their business, and theirbusiness is more profitable because they deal withus,” Stiene said.

“The work we do is going out to the cus-tomers we serve, and is changing the way theyserve the end-user – the home or business owner.That’s what customer service is all about, andthat’s what the CSD Northeast team strivestoward,” Stiene concluded.

CSD Northeast – Striving to Meet Customer Needs Every Day

Choose a Genuine Carlyle® reman instead.

Think inside the box.Chances are, customers who own Carrier®, Bryant®, or Payne® equipment selected these brands because they prefer quality, reliability and efficiency. These customers deserve a repair solution that restores their equipment to its original performance. FAP products help you provide exactly that solution!



No need to get creative. Smart techs save time and hassle by using exact drop-in FAP replacement parts.


Logo program available for new Totaline® thermostat lineupIn conjunction with the launch of their new thermo-stat lineup, Totaline sales centers are pleased toannounce a new and improved logo program aswell. The program will feature a new website andadditional options, and will apply to all 15 newTotaline thermostat models.

Totaline Category Manager John Loeffler indi-cated that the new program will enable customers topersonalize the entire new thermostat lineup toinclude their business logo and text. “Dealers andcontractors will continue to have the option of cus-tomizing thermostats at Totaline sales centers,”Loeffler said. “As in the past, they’ll be able to putidentifying information, such as their business nameand phone number, directly on the thermostats.”

“The thermostat is really the only HVAC/Requipment customers see and use regularly, so it’sa great place for dealers to put their identifying infor-mation,” Loeffler said. “It’s good marketing andensures that the customer will call them back thenext time they have an HVAC/R concern.”

Loeffler explained that dealers who are inter-ested in taking part in the logo program can still bringtheir text and logo to their Totaline sales center in theform of a business card. From there, the informationwill be sent to designers, who will recreate it to cus-tomer specifications.

After the design is approved, customers will beable to go online to the new website and apply theirlogo to their thermostat of choice. The system willprovide the customer with a part number, which theycan then take to their sales center for ordering. As anew program feature, the logo will remain on file forfuture ordering purposes.

Additionally, with the new program customershave lower cost options. Grey text only on the ther-mostats will be offered for free, and grey logos willbe available at a low cost. Loeffler also said that, fora slightly higher price, customers will be able tochoose from 25 different logo colors. “The pricing forcolor options will be the best pricing of the old pro-gram,” Loeffler said, explaining that a minimumpurchase will be required.

Loeffler said that the new logo program, cou-pled with the streamlined new line of Totalinethermostats, is just one more way for dealers andcontractors to build their professional image. “Thereis a large demographic of customers out there wholove to have their dealer’s information at their finger-tips. The logo program really facilitates this, andprovides a professional looking product as well.”

When you purchase Totaline thermostats, youcan also receive FREE STUFF. In 2009, if you buyany combination of at least 10 Totaline thermostatsand any length of thermostat wire all on one invoice,you can get a FREE Totaline 16-function multi-tool, aprofessional padfolio, or a $20.00 Wal Mart® gift card.Visit www.totaline.com today for more details.

abcd e a l e r


– for seven Totaline sales associates, these attributes paid off asthey rose to the top of their field in 2008. At the regional trainingheld in February 2009 in Orlando, Fla., these seven individualswere recognized for their accomplishments, and for one, the titleof Sales Associate of the Year was awarded.

According to Totaline Training Manager Jim Flynn, in orderto qualify for the award, Totaline counter sales associates mustfirst complete a written test. “In each region, the sales associateshave an opportunity to take a test specifically for counter salesassociates,” Flynn said. “It’s a 100-question test, and it coverseverything that sales associates might experience on the counter,both technical and customer service related,” he added.

Then, the top four scorers from each region move on to thenext step – evaluation by their supervisors. “The immediatesupervisors rate associates on a number of criteria, including cus-tomer service, professionalism, and job dedication,” Flynn said.“The top scorer from each region becomes a finalist, and gets tocome to Orlando for the awards ceremony.”

Top finalists for 2008 included Christopher Higgs of Koch AirLLC of Indianapolis, Ind.; Alexander Perales of Totaline SouthernCalifornia, Bakersfield; Jamie Miller of WWG Totaline, Ottawa;and Thomas Rogers of Habegger Corporation in Cincinnati. BirchBicha of Auer Steel and Heating in Milwaukee, a two-time finalist,and Joseph Jaegers of Totaline Northeast, Tonawanda, a three-time honoree, were both 2008 finalists as well.

But the number one honor of the day – the Totaline SalesAssociate of the Year Award – went to Dustin Turner of TotalineSouth Central, Pearl. Along with a commemorative plaque, Turnerwas also presented with the trip to Orlando, which included a one-day pass to Disney World.

Flynn said that the Sales Associate of the Year ceremony isjust one way to honor those who are on the front lines at Totalinesales centers every day. “The Totaline employee standing at thecounter, facing our customer, is the most important person in thiscorporation. People buy parts from people,” he said.

TOTALINE® ANNOUNCES SALES ASSOCIATE OF THE YEARHard work, dedication, and a love of all things HVAC/RToday’s consumers are aware of environmental

issues and indoor air quality concerns, but they maynot know that their HVAC/R dealer can provide themwith solutions. As a technician, you may have a lot ofquestions when it comes to IAQ. How can you mar-ket it to your customers? Is it simple to install? Andwhere can you find the training and products youneed to become an IAQ expert?

Most of the time, technicians are called to a cus-tomer’s home or business to provide a new install orretrofit. This is the perfect opportunity to approachyour customers about indoor air quality concerns,because this is the easiest and most effective time toinstall IAQ. According to Totaline® Category ManagerKen Rando, there are many ways technicians canease their customers into IAQ.

“Check for obvious factors that might makeindoor air quality a concern for your customers,”Rando said. “Some things you might want to be onthe lookout for are pets, smokers, and static cling.”He said that other things to watch for are either verydry or humid indoor air, musty odors, and dust par-ticles in the air.

Rando also said that it’s helpful for techniciansto have an IAQ checklist handy when they go out oncalls. “Using a checklist can help you identify con-cerns that aren’t obvious, and help you familiarizeyour customers with IAQ,” he said. He suggestedthat the checklist include questions about allergies,asthma, dry skin, and other health concerns.

Once technicians learn to spot IAQ concerns intheir customers’ homes, where can they receive prod-uct training? “Totaline sales centers offer regionaltraining four times a year,” said Totaline CategoryManager John Loeffler. He also recommended thatdealers attend the Totaline® trade show, where ven-dors display IAQ products, answer questions, andprovide product literature and information.

“It’s important for technicians to understand therange of IAQ products, and the different types of appli-cations out there,” Loeffler said. “And, Totaline salescenters are a one-stop shop for all of their IAQ needs.”

Some of the IAQ product offerings at Totalinesales centers include electronic air cleaners, mediafilters, HEPA filters, humidifiers, HRVs and ERVs,air purifiers, UV object purifiers, and commercialsmoke detectors.

“Totaline sales centers offer a solid, compre-hensive line of IAQ products. They’ve got all of thebases covered,” Rando added. “IAQ products pro-vide a huge opportunity to today’s dealers, and wesupply it all at one convenient location.”

When dealers shop Totaline sales centers for alltheir IAQ needs, they’re eligible to receive FREESTUFF. In 2009, purchase five different line itemsincluding two Totaline IAQ products, and receive aFREE wind-up flashlight radio. For more informationon this and other great FREE STUFF offers, visitwww.totaline.com.

Clearing the air about IAQ

ALEXANDERPERALES



PEARL

JAMIEMILLER

WWG TOTALINEOTTAWA

BIRCHBICHA



CINCINNATI


TONAWANDA

JAEGERS CHRISTOPHERHIGGS

KOCH AIR, LLC .INDIANAPOLIS


Welcome to the April edition of Beyond Repair. Spring is here, and sois yet another busy season for HVAC/R techs. Customers are probably con-sidering installing or updating their air conditioning units, which presents theperfect chance to ease them into IAQ. See how you can make the most ofthis opportunity on Page 10.

This edition of Beyond Repair also has lots of information from the frontlines – you’ll meet the Totaline® 2008 Sales Associate of the Year (Page 3),read what folks at CSD Northeast are doing to meet customer needs (Page 8),and find out how Michael Constant and W.L. Edwards have made the Payne®

Package program a huge success in their region (Page 6). Totaline Category Manager Ken Rando will explain why it’s always impor-

tant to change the oil every time you use your vacuum pump. That’s on Page7. And, Totaline Category Manager John Loeffler will offer an introduction onthe new and improved thermostat logo program – check that out on Page 4.

Jim Flynn tackles a tough flame failure question in this month’s StumpJim Flynn column. Will he solve the problem? Find out on . And,you’ll have the opportunity to learn more about fan blades and compressors– see our new ads on Pages 5 and 12.

It’s all right here, in this brand-new edition of Beyond Repair. Enjoy!

Scott ForresterTotaline Sales Manager

IN THIS ISSUE

Totaline® Training Manager Jim Flynn answers your questions about Totaline sales centers and the HVAC/R industry.

FLAME FAILURE FIX

James Flynn

Q: Can you explain what puts the ignition moduleLH33WP003 into flame failure? I replaced a boardbecause it kept failing in ignition. This was with gas anda good fire with the right flame signal. I installed a newboard and wanted to see how it worked, as well ascheck the safety side of the board. When I turned off thegas, the spark came on and would shut down and keepretrying with no lock out. I had flame and pulled theflame rod. The spark would come on, shut off, and thenrecycle, but again, no lock out. Finally I tried pulling theignition lead, and there was still no lockout. Any sug-gestions? – Mike Dymond

A: Well, Mike, I finally caught up with an installer forsome insight into your questions. The first question –what puts the ignition module into flame failure – is prettystraightforward. For whatever reason, it’s not sensing aflame. It could be anything from a failed module to a dirtyflame rod. It seems your bigger question is why the igni-tion module is not locking out. I’m hoping the followinginformation will solve your dilemma quickly and simply.The lockout time for ignition module LH33WP003 is 15minutes, meaning it will try ignition for 15 minutes beforeit performs a lockout. Hope this helps!

For his super questions on flame failure, we’re going tofix Mike up with some great FREE STUFF! Do you havean HVAC/R question? Send it to me, and if I use it here,you get FREE STUFF, too!

[email protected]

Jim Flynn is the Totaline training manager and has 35years of experience in HVAC/R. Every month, we chal-lenge readers to Stump Jim Flynn with a question aboutTotaline sales centers and the industry. Contact him [email protected].

BEYONDREPAIRNews and information that drives your business. AApprriill 22000099

In this issue:

© Carrier Corporation 2009

And the winner is...page 3

New logo program for new Totaline® t-stat lineup.

page 4

Constant and Edwards turn salesevent into great Payne®

package program.page 6

CSD Northeast strives toward customer satisfaction!

page 8



FREE!FREE!Get a Totaline® Lunch Cooler.*Buy 1 F.A.P. motor, plus any capacitor and any fan blade or blower wheel all on one invoice.*Go to www.totaline.com and click the “FREE STUFF” link. Then, follow the directions and complete the offer. Offer must be completed and a proof of purchase from a Totaline sales center will be required. See site instructions for complete details. One Totaline lunch cooler per person - certified HVAC/R professionals only. Offer good while supplies last. Offer subject to change or discontinuance without notice.

Appearances are important. Don’t change the motor without changing the blade.Okay, so you just perfectly installed a sparkling new motor. Too bad your customers are going to see therusty blade and question your work. When you change a motor, always make sure to change the blade, too.And to further protect your reputation, always use FAP when repairing a Carrier®, Bryant®, or Payne® unit.

Look sharp. Always use a new blade.

MEET THE NOMINEES FOR

SALES ASSOCIATE OF THE YEAR

ALEXANDERPERALES


BIRCHBICHA



CINCINNATI


PEARL


TONAWANDA

JAEGERS

CHRISTOPHERHIGGS

KOCH AIR, LLC.INDIANAPOLIS

What are you working on today?TM

JAMIEMILLER

WWG TOTALINEOTTAWA ®

beyondrepair · 2015. 1. 19. · 10 •april 2009 beyond repair •3 – for seven totaline sales...

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