Forward-thinking company executives who are responsible for
multiple-site locations are increasingly receptive to an HVAC
maintenance program, recognizing that the benefits far outweigh
the relatively small cost involved. All equipment—from
the simplest package to heating and cooling units to the giant
centrifugal chillers—need basic service during their operating
life. In the past, companies often did the minimum amount of
work necessary. Increasingly, however, companies realize that
they have invested too much money in the purchase of their equipment
to do just minimal upkeep.
In a retailer’s maintenance program, a clean, comfortable
environment is one of the most visible and may do the most to
impact the bottom line. Customers will hang around longer, boosting
sales. Employees welcome a comfortable environment, too, and
this often shows in their productivity. Another benefit is the
dramatic reduction in the number of costly equipment breakdowns.
It’s not unusual for the number of emergency breakdowns
to decrease up to 50% with a thorough and comprehensive maintenance
program.
Proper maintenance also significantly prolongs the life of the
equipment. Our experience has demonstrated that it is not uncommon
for equipment life to be extended by as much as a one-third
if proper maintenance is performed throughout the equipment
life. Preventive maintenance also plays an important role in
minimizing energy costs, which is becoming more significant
with the rising costs of energy. Merely adjusting the operating
sequence of equipment can save 25% to 35% each year. Cleaning
coils, and removing soot from the fireside of a burner are among
services that can provide an additional 10% to 30% energy savings,
not to mention cleaner air and greater comfort.
For the companies that recognize the value of a maintenance
agreement, the quality of service delivered becomes paramount
in importance. Just what should one expect from a service provider?
Here are some pointers:
-
Select a service provider who has a proven track record of
providing quality service at a reasonable cost and who is
trustworthy. When you find the company that has a track record
and also meets your own expectations, you will have found
a gold mine. Using the company on a regular basis will keep
you from wasting time soliciting bids as well as retraining
a new company to your way of doing business.
-
Expect the service provider to detail in its contract the
number and timing of regularly scheduled maintenance inspections.
If your service contract specifies the month of each inspection
throughout the duration of the contract, you won’t have
to concern yourself with arranging each visit. Inspections
should be scheduled at least quarterly, and more often for
large chillers, computer rooms and phone equipment rooms.
Temperature extremes, age of the equipment, and nearby construction
may necessitate more frequent check-ups.
-
Insist the provider assign a single source as the primary
contact on a daily basis. If you have an issue that requires
an immediate response, the last thing you want is to be transferred
from department to department or to be unsure who can take
care of the problem. Having one point person improves response
time and quality of service.
-
It is important that the technician servicing your equipment
is experienced and familiar with that particular type of equipment.
Ask about the training policies and programs the contractor
offers, and also about the training your assigned technician
has received.
-
Determine whether your contract will cover labor and material
costs, should they be necessary. There are many different
levels of coverage, ranging from agreements that cover just
annual maintenance to those that include repairs, parts and
even overtime labor. Make sure to get the specifics on what
items are included in the agreement price and what items will
be billed separately.
-
Make sure to see detailed tasking performed as past of the
maintenance inspections. Too many contractors practice flashlight
maintenance, where they show up for a maintenance inspection
and do little more than shine a flashlight to make sure the
unit is still there and running. A maintenance program is
only as effective as the tasks being performed and the quality
with which they are performed.
-
Expect your service provider to serve as an HVAC consultant
and advise you honestly of pending problems. You should be
informed at least one year in advance if aging equipment needs
to be replaced so it can be budgeted. Service providers should
recommend upgrades and change-outs in order to avoid costly
repairs, as well as provide recommendations on ways to save
energy.
-
Know that you will have preferential treatment for emergencies.
The key to this preferential treatment is an extremely responsive
call center. Some vendors offer the ability to their clients
to have 2-hour or 4-hour responses (most take the 2-hour)
around the clock. If for some reason, the vendor doesn’t
respond, the contract should state that the vendor will reimburse
the client.
-
Don’t expect a cookie cutter pricing strategy. A good
service contract will take into account the different types
of equipment as well as the preferences of the building owner
or manager, and will be priced accordingly. A good maintenance
program will be specifically tailored to the needs of the
equipment and the objectives of the building owner or manager.
The price of the maintenance agreement will be directly related
to the level of maintenance being performed.
If
HVAC maintenance is viewed simply as an expense, it is easy
to fall into the trap of thinking you are saving money by opting
for a less expensive maintenance program, or eliminating preventive
maintenance altogether. Too many companies, however, have learned
the hard way sacrificing a maintenance agreement may be cheaper
in the short term, but ends up costing much more over a period
of time. Indeed, a greater number of executives responsible
for managing facility maintenance are realizing that a quality,
comprehensive maintenance program for their HVAC equipment is
one of the best long term investments they can make. |
