“Good news, Mr. Pepper, we are expanding our business and now offer water heaters.”
“But you’re my heating and cooling service contractor. The systems are not linked.”
“You are correct. As I said, we are expanding our business. For the low, low price of XXXX we can get a new tankless water heater installed in your home and start saving you money every time you turn on the faucet. You see, a tankless water heater only activates when you need it instead of the traditional method of heating an entire reservoir all the time.”
“Yes. I know. I’ve been using a tankless system for 10 years already.”
“You have? What brand is it? Are you satisfied with it? Any problems at all?”
“Only the fact that I purchased foolishly and didn’t research all the specifications and limitations at the time. It’s fine.”
“What do you mean?”
“The capacity can support two or more outlets at a time, like two faucets, a shower and a sink, the washing machine and a shower, etc.”
“What’s the problem?”
“The flow rate to trigger hot water requires two items running to work properly. It’s a design flaw of this particular model.”
“I see. We can fix that for you. We’ll just swap out the unit for the low, low price of…”
“No, you won’t. It works fine. We’ve adapted. The family knows to run a sink when taking a shower. Sure, it wastes water, but I’m not spending more money on a new unit until this one reaches its end of life.”
“I could take a look at it and adjust it for you.”
“No. You can’t adjust it. We investigated all options after installing it 10 years ago. We’ll just live with it a few more years and be smarter about it next time.”
“But sir, I could tweak some settings and make it better for you. No trouble at all.”
“Leave it alone, Mr. Technician. It’s fine. Now, if you’ll excuse me, I have work to do. Please proceed with your service call on the air conditioning system. My wife is here if you have any questions. She can call me if needed.”
The next morning….
“Honey, there’s no hot water. Did that technician do anything to our unit?” I asked.
“Um, yes. He said he could make it work better so I let him look at it.” she sheepishly answered.
“If a racehorse with a limp is winning races, do you try to fix him or leave well enough alone?” I asked
You get some incredibly, amazingly, wonderfully fantastic news. What’s the first thing you do?