BEYONDREPAIRNews and information that drives your business. NNoovveemmbbeerr 22000099

In this issue:

© Carrier Corporation 2009 What are you working on today?TM

Need tools? Totaline has 'em all!

page 9

Want FREE STUFF? Then Stump Jim Flynn!

page 10

Dealer Spotlight - Tri-Counties offers small-town service.

page 8

®

Dry skin? Allergies? Offer them IAQ.

pages 6

COLD WEATHER EMERGENCY? TRUST YOUR TOTALINE® TEAM.COLD WEATHER EMERGENCY? TRUST YOUR TOTALINE® TEAM.

Payne® furnaces are a quality option when value is most important. Many of your customers are probably worried about money these days. But you can still helpthem to be warm. When spending and temperatures are down, offer to heat them up with aPayne furnace. Here are just a few reasons you and your customers will love Payne furnaces:

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 Totaline deluxe chair cooler per person - certified HVAC/R professionals only. Offer good while supplies last. Offer subject to change or discontinuance without notice.

Get a Totaline® deluxe chair cooler with padded seat.*Buy any Payne air conditioner, furnace or packaged product and any Totaline thermostat all on one invoice.FREE!

• Value! Payne equipment is a solid-quality option for an affordable price.

• The Payne 10-year limited warranty means peace of mind for you and your customers.

• Payne equipment is a favorite over-the-counter brand. Anyone can offer it.

• Smooth operation – customers love quiet furnaces.

• Payne furnaces are easy to find at your Totaline sales center – your one-stop shop for all things HVAC/R.

2 • NOVEMBER 2009 BEYOND REPAIR • 11

November is a time to be thankful, and share thosethoughts with friends and family. On behalf of ourTotaline® family, I’d like to take this opportunity to thankyou, our customers, for letting us bring you the productsyou need throughout the year. We appreciate yourbusiness, and hope that the upcoming holiday seasonbrings you many good times.

This month’s Beyond Repair is stuffed full ofinformation on the products you’ll need to keep yourcompany running in the winter months ahead. We’ll talkabout winter emergencies, and how having both FFactoryAAuthorized PParts and aftermarket motors on your truck isa good idea. F.A.P. motors sure help get the job donequickly on those cold winter days, because they’re anexact, drop-in replacement on Carrier®, Bryant® andPayne® equipment.

You’ll also find out how your local Totaline salescenter is your one-stop shop for tools. Our tool line haseverything you need to keep your business up andrunning. From heavy-duty equipment like RRUs to digitalpocket thermometers, it’s always tool time at Totaline!

This month, you’ll also meet David Camp, one of theowners of Tri-Counties Heating and AC, an HVAC/Rcompany in Leeds, Alabama. He’s in our Dealer Spotlight.In Stump Jim Flynn, I’ll answer a question regarding aCarrier unit, and Bob Carré will provide some greatbusiness advice and insights in Tools of the Trade. Anddon’t miss out on some of our great new ads, chock fullof product information.

Thanks for reading the November edition of BeyondRepair, the news and information that drives yourbusiness. Enjoy!

Jim FlynnTotaline Marketing and Training ManagerIn

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Thanksgiving time – the beginning of the holiday season has arrived,and it’s time to pause and reflect. Take the time to evaluate what in yourlife YOU are the most thankful for, and you’ll quickly see that the thingsyou value most are all a part of the same thing. Your family, your health,your business, and your customers – they all are parts of what makesyour life whole. Are they working together well? What can you do toensure that they do?

•

•

•

- with Bob Carré, Totaline® Business Development Manager

Service sales:We’re in a “people” business, aren’t we? And, as thesaying goes, “people are strange.” In reality, they just seem strangebecause they don’t know the finer points of our business, the sameway we don’t know the details of their business. They can’t reallyappreciate the knowledge, skill and creativity needed to make arepair or install. They just expect it to be done correctly the first time,every time. That’s why we need to remember that our knowledgeand skill are just what gets us the game, but it’s our passion thatcarries the day or wins it. That excellence is not easily seen bypeople outside our field and often escapes detection. Our passion,however, is unmistakable. Our customers know it when they see it.More likely, they will feel it. So bring it on next time and every time.

Business development: Here in the Northeast the first frost hascome and gone. Most tune-ups, start-up repairs, and planned heatingsystem installs are behind us. The real cold and system breakdownsare several weeks away. So it’s time to take stock, and give thanksfor what bounty we’ve enjoyed. It’s a good month to refresh ourselvesand take advantage of the many sales and service training programsbeing offered by your distributor or manufacturer; or perhaps yourfinancial advisor, associations or affiliations. New ideas spring fromthese sessions and add to our effectiveness going forward.

Good habit:Before you try to sell yourself, make yourself familiar. Theold adage, “familiarity breeds contempt” couldn’t be more off the mark.It’s the lack of familiarity that breeds contempt. It’s just human natureto approach the unfamiliar with suspicion and treat it as a threat to avoidor overcome. The more people you know and the more associationsyou have in the community, the more you increase your familiarity. Andthat will surely make your next call or sale that much easier.

Finally, remember to make new friends, but keep the old. Thatmessage is simple enough, but really reflect on those words thisholiday season. New customers, when treated the right way, quicklybecome old customers, and sometimes, old friends. When you valuethe ties you already have and willingly make new ones, you’reensuring your business’s future. Best wishes to you and yours for avery happy Thanksgiving!

Totaline Business Development Manager Bob Carré welcomes yourfeedback on this column. If you’d like to contact Bob, please e-mail himat Bob.Carre@carrier.utc.com.

TOOLS OF THE TRADE

10 • OCTOBER 200910 • NOVEMBER 2009

Rest easy.Your Totaline® sales center has got you covered.

You have a lot on your mind – you're a busy HVAC/R pro with new challenges to meet every day.That's why your Totaline sales center is the one-stop shop for all your HVAC/R needs. From after-market motors and compressors to thermostats and IAQ products, we'll help you get the job done.Need chemicals, tools, fittings, and installation items? Or maybe the little things, like duct tape andwasp spray? We've got those, too. And remember – we carry a full line of Factory Authorized Parts,which provide an exact-fit, drop-in replacement on Carrier®, Bryant®, and Payne® products.

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.

Get a mini aluminum LED flashlight.*Buy at least 5 different line items** all on one invoice including 2 F.A.P. motors.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 mini LED flashlight per person - certified HVAC/R professionals only. Offer good while supplies last. Offer subject to change or discontinuance without notice.

** Equipment purchases (air conditioners, heat pumps, furnaces, packaged products) do not count as line items.

Rest easy.

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

Don’t Forget – Your Area service Manager Can helpI received a letter from a technician in New Mexico. He installeda Carrier 38YDB060-3 HP in February of 2003, and since then,maintenance has been done on this unit twice a year. Then thisyear the unit experienced a problem with the compressor. It runsfine in low speed but when it kicks into high speed it trips thebreaker. He also advised he had replaced the breaker with a 30amp. He needed relief, I investigated - and this is how Ianswered him:

A: I'm sorry to hear you are having difficulty with this unit. First andforemost you should be talking to the Carrier service manager inyour area. The service manager will be aware of any ServiceManager Bulletins that may pertain to this unit. If you don't knowwho that is, let me know and I will find out for you. Secondly, thisunit takes a 60A breaker so it isn't surprising that the 30A one istripping. The unit may be getting by in low speed on the 30Abreaker. Any time you have a failure of the compressor it isrecommended that you replace the run/start capacitors and thestart relay and contactor(s) and drier. This unit may have had adifficult time starting and the start gear may be pitted/burnt. Lastly,like any of our other units a thorough start-up (check theinstallation instructions for recommendations) including checkingthe charge should be done. Again, I can't stress enough theimportance of checking with your local service manager.

Because he sent me a question I’m sending some great FREESTUFF his way. Do you have any questions you’d like me toanswer here? Send them on in! If I use them here, you’ll get FREESTUFF too!

Jim FlynnTotaline Marketing and Training Manager

James Flynn

BEYOND REPAIR • 94 • NOVEMBER 2009

Winter Emergencies? Turn to Totaline® Sales Centers.Winter is on its way, and that means that HVAC/Rtechnicians need to be prepared for heating emergencies.Techs in the know stock their trucks at Totaline salescenters, which carry everything they need for winteremergencies, from igniters to motors.

Totaline sales centers offer two types of genericigniters, which are able to fit almost every brand ofequipment. “When a tech is working on a customer’sfurnace in winter, and the problem is the igniter, it needs tobe replaced quickly,” said Totaline Category Manager JaySeitz. “When techs carry the generic igniters in their truck,they’re prepared to replace almost any igniter on any brandof furnace immediately.”

These generic igniters work well in situations wherethe factory warranty isn’t an issue, and they’re tested forreliability as well. “Generic igniters are an affordable optionfor many emergency repair jobs,” Seitz said, adding thatstocking a variety of motors is also a good idea.

“By stocking the seven different Totalsaver® orEmerson Rescue motors on their truck, techs will be

prepared for just about any furnace motor emergency,”Seitz said. What about customers who have Carrier®,Bryant® or Payne® furnaces? “Techs should also keepF.A.P. motors on their trucks for these customers, asthey’re exact, drop-in replacements.”

Seitz said techs could prepare themselves for thewinter months ahead just by stopping into their localTotaline sales center and stocking up. “From igniters tomotors, we have it all. And our friendly countersalespeople are always on hand to help you find exactlywhat you need.”

When you make Totaline sales centers your one-stopshop for winter emergency preparedness, you canreceive FREE STUFF! Throughout 2009, when youpurchase F.A.P. motors and other select items, you’ll beeligible to receive such great FREE STUFF items as amini aluminum LED flashlight, a Totaline lunch cooler, aTotaline multi-tool, and a durable, refillable Zippo® handwarmer. Visit www.totaline.com for more details onthese and other FREE STUFF offers.

The answer is as easy as stopping by your local Totaline salescenter. No more going from store to store - when you look toTotaline for all of your tool needs, you’ll have the convenienceof one-stop shopping right at your fingertips.

“The breadth of tool offerings available at Totaline salescenters has been well received by HVAC/R professionals,” saidAssistant Category Manager Frank Dzialo. “The Totaline toolline is designed with the tech in mind, and it comes with athree-year limited warranty as well.”

From heavy-duty tools like refrigerant recovery units andvacuum pumps to small, portable tools like pocketthermometers and volt checks, Totaline sales centers haveevery tool for every application covered. “We listened to whattechs wanted, and the Totaline tool line was developed with

the features, functions, and benefits they asked for,” Dzialo said. Other tools include infrared thermometers, leak detectors,

multimeters, and manometers. “Totaline sales centers haveeverything techs are looking for, all in a competitive pricerange,” said Dzialo. “This makes your Totaline sales center theone-stop shop for all of your HVAC/R tool needs.”

When you make your local Totaline sales center your one-stop tool shop in 2009, you’ll be eligible to receive FREE STUFF,too. When you buy at least five different line items* includingone F.A.P. product and four tools or instruments all on oneinvoice, you can receive a FREE travel warming cup. To find outmore about this and other great FREE STUFF offers, visitwwwwww..ttoottaalliinnee..ccoomm.

TOTALINE®SALES CENTERS: YOUR ONE-STOP TOOL SHOPLooking for all the tools you need to get every job done right, but don’t have the time to shop around?

* Equipment purchases (air conditioners, heat pumps, furnaces, packaged products) do not count as line items.

BEYOND REPAIR • 5

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

Get a Totaline® Tuff Lite flashlight.*Buy at least 2 F.A.P. circuit boards both on one invoice.

FREE!8 • NOVEMBER 2009

Don’t risk using a cheap imitation. Use F.A.P. control boards,since the brain of their equipment should be UL-certified.

Avoid burnout.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.

Tri-Counties offers Alabamans small-town serviceFor more than 30 years, the people living in and aroundLeeds, Alabama have known they can trust Tri-CountiesHeating and AC for all their HVAC/R needs. The company,owned by David Camp, Britt Spears, and Wade Mitchell,has based their business on small-town values, integrity,and the desire to treat their customers like family.

“Our emphasis is on customer service,” Camp said.“Providing our customers with quality products and serviceis important to us. We make a point of treating ourcustomers the way we’d like to be treated. The best way togrow a business is by doing the best possible job for yourcustomers.”

Currently, Tri-Counties offers residential HVAC serviceand installation, as well as light HVAC/R services tocommercial clients. Camp said that Tri-Counties is at a“comfortable size”, and the balance between clients andworkload allows him, Spears, and Mitchell time forcommunity activities and family. “Wade, Britt, and I all livein the same area with our families. We like the small-townatmosphere,” he said.

Because of their dedication to quality, Camp said thatTri-Counties has trusted Carrier® to deliver an excellentproduct to their clients. “We’ve been Carrier dealers for 28years, because we’ve always wanted to provide ourcustomers with the best,” Camp said. “We have a good

working relationship with Carrier and Totaline®. Thedistributors go above and beyond to make sure we havewhat we need, and to make things right if there are everany concerns.”

Camp considers Tri-Counties a small business byindustry standards, employing 13 people and owning a fleetof nine trucks. Still, the company boasts a customer baseof 20,000, with more than 70 percent of those customersactive on a regular basis. “Our focus is on retention ofcustomers,” Camp said. “Many of the families we servetoday are third-generation.”

As such, reputation is important to Camp, Spears, andMitchell. “Our business is about honesty, integrity, andquality of service. We’ve never tried to be the cheapest,just the best,” Camp said. “A lot of the families we serveare our neighbors and friends. We see them out in thecommunity. We’ve always wanted to run this business insuch a way that we’re comfortable living in the same townas our customers.”

He added that the company actively supports theirlocal schools. Presently, Tri-Counties sponsors athleticteams and various organizations at four area schools. “Welike to be able to give back to our community, and it meansa lot to us when we’re able to do something to help ourkids,” Camp said. De

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BEYOND REPAIR • 76 • NOVEMBER 2009

Make sure you’rethe one they call.

The Totaline® label program allows you to put your name,logo and phone number right on the thermostat you installin their home. Go to www.totalinelabel.com for more details.

Looking for a great way to make sureyour customers call you when theyneed HVAC/R service?

Totaline Private LabelLOGO Program

Totaline Private LabelTEXT Program

FREE!FREE! Get a Totaline 16 function multi-tool*Buy any combination of at least 10 Totaline® thermostats and any length of thermostat wire 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 Distributor will be required. See site instructions forcomplete details. One 16 function multi-tool per person - certified HVAC/R professionals only. Offer good while sup-plies last. Offer subject to change or discontinuance without notice.

Two other FREE STUFF items are available with purchase of thermostats! Go to www.totaline.com and click the “FREE STUFF” link to view.

InDOOR AIR QuALItY A WInteR COnCeRn

Wintertime means that your customers likely have theirwindows closed and their heaters running. While this helpsthem keep toasty, it also creates some indoor air qualityconcerns, like dryness and airborne allergens such as dustand mold. It’s the perfect time to discuss IAQ with yourcustomers, and offer them the products they need to staycomfortable throughout the winter.

Are you installing or retrofitting any furnaces thisseason? Then take that opportunity to discuss IAQ. Newinstalls and retrofits are the easiest and most effective timeto install IAQ. While you’re at the customer’s home, be onthe lookout for IAQ issues.

“Check for obvious factors that might make indoor airquality a concern for your customers,” said Totaline®Category Manager Jeff Seabury. “Some things you mightwant to be aware of are pets, smokers, and static cling.” Hesaid that other things to check for are either very dry orhumid indoor air, musty odors, and dust particles in the air.

Seabury also said that it’s helpful for technicians tohave an IAQ checklist handy when they go out on calls.“Using a checklist can help you identify concerns thataren’t obvious, and help you familiarize your customerswith IAQ,” he said.

And, IAQ products are as close as your local Totalinesales center. Products include electronic air cleaners, mediafilters, HEPA filters, humidifiers, HRVs and ERVs, air purifiers,UV object purifiers, and commercial smoke detectors.

“Totaline sales centers offer a solid, comprehensiveline of IAQ products. They’ve got all of the basescovered,” Seabury added. “IAQ products provide a hugeopportunity to today’s dealers, and we supply it all at oneconvenient location.”

When dealers shop Totaline sales centers for all theirIAQ needs, they’re eligible to receive FREE STUFF. In 2009,purchase five different line items* including two TotalineIAQ products, and receive a FREE wind-up flashlight radio.For more information on this and other great FREE STUFFoffers, visit wwwwww..ttoottaalliinnee..ccoomm.

* Equipment purchases (air conditioners, heat pumps, furnaces, packaged products) do not count as line items.

BEYOND REPAIR • 76 • NOVEMBER 2009

Make sure you’rethe one they call.

The Totaline® label program allows you to put your name,logo and phone number right on the thermostat you installin their home. Go to www.totalinelabel.com for more details.

Looking for a great way to make sureyour customers call you when theyneed HVAC/R service?

Totaline Private LabelLOGO Program

Totaline Private LabelTEXT Program

FREE!FREE! Get a Totaline 16 function multi-tool*Buy any combination of at least 10 Totaline® thermostats and any length of thermostat wire 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 Distributor will be required. See site instructions forcomplete details. One 16 function multi-tool per person - certified HVAC/R professionals only. Offer good while sup-plies last. Offer subject to change or discontinuance without notice.

Two other FREE STUFF items are available with purchase of thermostats! Go to www.totaline.com and click the “FREE STUFF” link to view.

InDOOR AIR QuALItY A WInteR COnCeRn

Wintertime means that your customers likely have theirwindows closed and their heaters running. While this helpsthem keep toasty, it also creates some indoor air qualityconcerns, like dryness and airborne allergens such as dustand mold. It’s the perfect time to discuss IAQ with yourcustomers, and offer them the products they need to staycomfortable throughout the winter.

Are you installing or retrofitting any furnaces thisseason? Then take that opportunity to discuss IAQ. Newinstalls and retrofits are the easiest and most effective timeto install IAQ. While you’re at the customer’s home, be onthe lookout for IAQ issues.

“Check for obvious factors that might make indoor airquality a concern for your customers,” said Totaline®Category Manager Jeff Seabury. “Some things you mightwant to be aware of are pets, smokers, and static cling.” Hesaid that other things to check for are either very dry orhumid indoor air, musty odors, and dust particles in the air.

Seabury also said that it’s helpful for technicians tohave an IAQ checklist handy when they go out on calls.“Using a checklist can help you identify concerns thataren’t obvious, and help you familiarize your customerswith IAQ,” he said.

And, IAQ products are as close as your local Totalinesales center. Products include electronic air cleaners, mediafilters, HEPA filters, humidifiers, HRVs and ERVs, air purifiers,UV object purifiers, and commercial smoke detectors.

“Totaline sales centers offer a solid, comprehensiveline of IAQ products. They’ve got all of the basescovered,” Seabury added. “IAQ products provide a hugeopportunity to today’s dealers, and we supply it all at oneconvenient location.”

When dealers shop Totaline sales centers for all theirIAQ needs, they’re eligible to receive FREE STUFF. In 2009,purchase five different line items* including two TotalineIAQ products, and receive a FREE wind-up flashlight radio.For more information on this and other great FREE STUFFoffers, visit wwwwww..ttoottaalliinnee..ccoomm.

* Equipment purchases (air conditioners, heat pumps, furnaces, packaged products) do not count as line items.

BEYOND REPAIR • 5

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

Get a Totaline® Tuff Lite flashlight.*Buy at least 2 F.A.P. circuit boards both on one invoice.

FREE!8 • NOVEMBER 2009

Don’t risk using a cheap imitation. Use F.A.P. control boards,since the brain of their equipment should be UL-certified.

Avoid burnout.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.

Tri-Counties offers Alabamans small-town serviceFor more than 30 years, the people living in and aroundLeeds, Alabama have known they can trust Tri-CountiesHeating and AC for all their HVAC/R needs. The company,owned by David Camp, Britt Spears, and Wade Mitchell,has based their business on small-town values, integrity,and the desire to treat their customers like family.

“Our emphasis is on customer service,” Camp said.“Providing our customers with quality products and serviceis important to us. We make a point of treating ourcustomers the way we’d like to be treated. The best way togrow a business is by doing the best possible job for yourcustomers.”

Currently, Tri-Counties offers residential HVAC serviceand installation, as well as light HVAC/R services tocommercial clients. Camp said that Tri-Counties is at a“comfortable size”, and the balance between clients andworkload allows him, Spears, and Mitchell time forcommunity activities and family. “Wade, Britt, and I all livein the same area with our families. We like the small-townatmosphere,” he said.

Because of their dedication to quality, Camp said thatTri-Counties has trusted Carrier® to deliver an excellentproduct to their clients. “We’ve been Carrier dealers for 28years, because we’ve always wanted to provide ourcustomers with the best,” Camp said. “We have a good

working relationship with Carrier and Totaline®. Thedistributors go above and beyond to make sure we havewhat we need, and to make things right if there are everany concerns.”

Camp considers Tri-Counties a small business byindustry standards, employing 13 people and owning a fleetof nine trucks. Still, the company boasts a customer baseof 20,000, with more than 70 percent of those customersactive on a regular basis. “Our focus is on retention ofcustomers,” Camp said. “Many of the families we servetoday are third-generation.”

As such, reputation is important to Camp, Spears, andMitchell. “Our business is about honesty, integrity, andquality of service. We’ve never tried to be the cheapest,just the best,” Camp said. “A lot of the families we serveare our neighbors and friends. We see them out in thecommunity. We’ve always wanted to run this business insuch a way that we’re comfortable living in the same townas our customers.”

He added that the company actively supports theirlocal schools. Presently, Tri-Counties sponsors athleticteams and various organizations at four area schools. “Welike to be able to give back to our community, and it meansa lot to us when we’re able to do something to help ourkids,” Camp said. De

ALeR

sPO

tLIG

ht

BEYOND REPAIR • 94 • NOVEMBER 2009

Winter Emergencies? Turn to Totaline® Sales Centers.Winter is on its way, and that means that HVAC/Rtechnicians need to be prepared for heating emergencies.Techs in the know stock their trucks at Totaline salescenters, which carry everything they need for winteremergencies, from igniters to motors.

Totaline sales centers offer two types of genericigniters, which are able to fit almost every brand ofequipment. “When a tech is working on a customer’sfurnace in winter, and the problem is the igniter, it needs tobe replaced quickly,” said Totaline Category Manager JaySeitz. “When techs carry the generic igniters in their truck,they’re prepared to replace almost any igniter on any brandof furnace immediately.”

These generic igniters work well in situations wherethe factory warranty isn’t an issue, and they’re tested forreliability as well. “Generic igniters are an affordable optionfor many emergency repair jobs,” Seitz said, adding thatstocking a variety of motors is also a good idea.

“By stocking the seven different Totalsaver® orEmerson Rescue motors on their truck, techs will be

prepared for just about any furnace motor emergency,”Seitz said. What about customers who have Carrier®,Bryant® or Payne® furnaces? “Techs should also keepF.A.P. motors on their trucks for these customers, asthey’re exact, drop-in replacements.”

Seitz said techs could prepare themselves for thewinter months ahead just by stopping into their localTotaline sales center and stocking up. “From igniters tomotors, we have it all. And our friendly countersalespeople are always on hand to help you find exactlywhat you need.”

When you make Totaline sales centers your one-stopshop for winter emergency preparedness, you canreceive FREE STUFF! Throughout 2009, when youpurchase F.A.P. motors and other select items, you’ll beeligible to receive such great FREE STUFF items as amini aluminum LED flashlight, a Totaline lunch cooler, aTotaline multi-tool, and a durable, refillable Zippo® handwarmer. Visit www.totaline.com for more details onthese and other FREE STUFF offers.

The answer is as easy as stopping by your local Totaline salescenter. No more going from store to store - when you look toTotaline for all of your tool needs, you’ll have the convenienceof one-stop shopping right at your fingertips.

“The breadth of tool offerings available at Totaline salescenters has been well received by HVAC/R professionals,” saidAssistant Category Manager Frank Dzialo. “The Totaline toolline is designed with the tech in mind, and it comes with athree-year limited warranty as well.”

From heavy-duty tools like refrigerant recovery units andvacuum pumps to small, portable tools like pocketthermometers and volt checks, Totaline sales centers haveevery tool for every application covered. “We listened to whattechs wanted, and the Totaline tool line was developed with

the features, functions, and benefits they asked for,” Dzialo said. Other tools include infrared thermometers, leak detectors,

multimeters, and manometers. “Totaline sales centers haveeverything techs are looking for, all in a competitive pricerange,” said Dzialo. “This makes your Totaline sales center theone-stop shop for all of your HVAC/R tool needs.”

When you make your local Totaline sales center your one-stop tool shop in 2009, you’ll be eligible to receive FREE STUFF,too. When you buy at least five different line items* includingone F.A.P. product and four tools or instruments all on oneinvoice, you can receive a FREE travel warming cup. To find outmore about this and other great FREE STUFF offers, visitwwwwww..ttoottaalliinnee..ccoomm.

TOTALINE®SALES CENTERS: YOUR ONE-STOP TOOL SHOPLooking for all the tools you need to get every job done right, but don’t have the time to shop around?

* Equipment purchases (air conditioners, heat pumps, furnaces, packaged products) do not count as line items.

10 • OCTOBER 200910 • NOVEMBER 2009

Rest easy.Your Totaline® sales center has got you covered.

You have a lot on your mind – you're a busy HVAC/R pro with new challenges to meet every day.That's why your Totaline sales center is the one-stop shop for all your HVAC/R needs. From after-market motors and compressors to thermostats and IAQ products, we'll help you get the job done.Need chemicals, tools, fittings, and installation items? Or maybe the little things, like duct tape andwasp spray? We've got those, too. And remember – we carry a full line of Factory Authorized Parts,which provide an exact-fit, drop-in replacement on Carrier®, Bryant®, and Payne® products.

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.

Get a mini aluminum LED flashlight.*Buy at least 5 different line items** all on one invoice including 2 F.A.P. motors.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 mini LED flashlight per person - certified HVAC/R professionals only. Offer good while supplies last. Offer subject to change or discontinuance without notice.

** Equipment purchases (air conditioners, heat pumps, furnaces, packaged products) do not count as line items.

Rest easy.

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

Don’t Forget – Your Area service Manager Can helpI received a letter from a technician in New Mexico. He installeda Carrier 38YDB060-3 HP in February of 2003, and since then,maintenance has been done on this unit twice a year. Then thisyear the unit experienced a problem with the compressor. It runsfine in low speed but when it kicks into high speed it trips thebreaker. He also advised he had replaced the breaker with a 30amp. He needed relief, I investigated - and this is how Ianswered him:

A: I'm sorry to hear you are having difficulty with this unit. First andforemost you should be talking to the Carrier service manager inyour area. The service manager will be aware of any ServiceManager Bulletins that may pertain to this unit. If you don't knowwho that is, let me know and I will find out for you. Secondly, thisunit takes a 60A breaker so it isn't surprising that the 30A one istripping. The unit may be getting by in low speed on the 30Abreaker. Any time you have a failure of the compressor it isrecommended that you replace the run/start capacitors and thestart relay and contactor(s) and drier. This unit may have had adifficult time starting and the start gear may be pitted/burnt. Lastly,like any of our other units a thorough start-up (check theinstallation instructions for recommendations) including checkingthe charge should be done. Again, I can't stress enough theimportance of checking with your local service manager.

Because he sent me a question I’m sending some great FREESTUFF his way. Do you have any questions you’d like me toanswer here? Send them on in! If I use them here, you’ll get FREESTUFF too!

Jim FlynnTotaline Marketing and Training Manager

James Flynn

2 • NOVEMBER 2009 BEYOND REPAIR • 11

November is a time to be thankful, and share thosethoughts with friends and family. On behalf of ourTotaline® family, I’d like to take this opportunity to thankyou, our customers, for letting us bring you the productsyou need throughout the year. We appreciate yourbusiness, and hope that the upcoming holiday seasonbrings you many good times.

This month’s Beyond Repair is stuffed full ofinformation on the products you’ll need to keep yourcompany running in the winter months ahead. We’ll talkabout winter emergencies, and how having both FFactoryAAuthorized PParts and aftermarket motors on your truck isa good idea. F.A.P. motors sure help get the job donequickly on those cold winter days, because they’re anexact, drop-in replacement on Carrier®, Bryant® andPayne® equipment.

You’ll also find out how your local Totaline salescenter is your one-stop shop for tools. Our tool line haseverything you need to keep your business up andrunning. From heavy-duty equipment like RRUs to digitalpocket thermometers, it’s always tool time at Totaline!

This month, you’ll also meet David Camp, one of theowners of Tri-Counties Heating and AC, an HVAC/Rcompany in Leeds, Alabama. He’s in our Dealer Spotlight.In Stump Jim Flynn, I’ll answer a question regarding aCarrier unit, and Bob Carré will provide some greatbusiness advice and insights in Tools of the Trade. Anddon’t miss out on some of our great new ads, chock fullof product information.

Thanks for reading the November edition of BeyondRepair, the news and information that drives yourbusiness. Enjoy!

Jim FlynnTotaline Marketing and Training ManagerIn

thIs

Issu

e

Thanksgiving time – the beginning of the holiday season has arrived,and it’s time to pause and reflect. Take the time to evaluate what in yourlife YOU are the most thankful for, and you’ll quickly see that the thingsyou value most are all a part of the same thing. Your family, your health,your business, and your customers – they all are parts of what makesyour life whole. Are they working together well? What can you do toensure that they do?

•

•

•

- with Bob Carré, Totaline® Business Development Manager

Service sales:We’re in a “people” business, aren’t we? And, as thesaying goes, “people are strange.” In reality, they just seem strangebecause they don’t know the finer points of our business, the sameway we don’t know the details of their business. They can’t reallyappreciate the knowledge, skill and creativity needed to make arepair or install. They just expect it to be done correctly the first time,every time. That’s why we need to remember that our knowledgeand skill are just what gets us the game, but it’s our passion thatcarries the day or wins it. That excellence is not easily seen bypeople outside our field and often escapes detection. Our passion,however, is unmistakable. Our customers know it when they see it.More likely, they will feel it. So bring it on next time and every time.

Business development: Here in the Northeast the first frost hascome and gone. Most tune-ups, start-up repairs, and planned heatingsystem installs are behind us. The real cold and system breakdownsare several weeks away. So it’s time to take stock, and give thanksfor what bounty we’ve enjoyed. It’s a good month to refresh ourselvesand take advantage of the many sales and service training programsbeing offered by your distributor or manufacturer; or perhaps yourfinancial advisor, associations or affiliations. New ideas spring fromthese sessions and add to our effectiveness going forward.

Good habit:Before you try to sell yourself, make yourself familiar. Theold adage, “familiarity breeds contempt” couldn’t be more off the mark.It’s the lack of familiarity that breeds contempt. It’s just human natureto approach the unfamiliar with suspicion and treat it as a threat to avoidor overcome. The more people you know and the more associationsyou have in the community, the more you increase your familiarity. Andthat will surely make your next call or sale that much easier.

Finally, remember to make new friends, but keep the old. Thatmessage is simple enough, but really reflect on those words thisholiday season. New customers, when treated the right way, quicklybecome old customers, and sometimes, old friends. When you valuethe ties you already have and willingly make new ones, you’reensuring your business’s future. Best wishes to you and yours for avery happy Thanksgiving!

Totaline Business Development Manager Bob Carré welcomes yourfeedback on this column. If you’d like to contact Bob, please e-mail himat Bob.Carre@carrier.utc.com.

TOOLS OF THE TRADE

BEYONDREPAIRNews and information that drives your business. NNoovveemmbbeerr 22000099

In this issue:

© Carrier Corporation 2009 What are you working on today?TM

Need tools? Totaline has 'em all!

page 9

Want FREE STUFF? Then Stump Jim Flynn!

page 10

Dealer Spotlight - Tri-Counties offers small-town service.

page 8

®

Dry skin? Allergies? Offer them IAQ.

pages 6

COLD WEATHER EMERGENCY? TRUST YOUR TOTALINE® TEAM.COLD WEATHER EMERGENCY? TRUST YOUR TOTALINE® TEAM.

Payne® furnaces are a quality option when value is most important. Many of your customers are probably worried about money these days. But you can still helpthem to be warm. When spending and temperatures are down, offer to heat them up with aPayne furnace. Here are just a few reasons you and your customers will love Payne furnaces:

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 Totaline deluxe chair cooler per person - certified HVAC/R professionals only. Offer good while supplies last. Offer subject to change or discontinuance without notice.

Get a Totaline® deluxe chair cooler with padded seat.*Buy any Payne air conditioner, furnace or packaged product and any Totaline thermostat all on one invoice.FREE!

• Value! Payne equipment is a solid-quality option for an affordable price.

• The Payne 10-year limited warranty means peace of mind for you and your customers.

• Payne equipment is a favorite over-the-counter brand. Anyone can offer it.

• Smooth operation – customers love quiet furnaces.

• Payne furnaces are easy to find at your Totaline sales center – your one-stop shop for all things HVAC/R.