Monday, January 25, 2010
Tuesday, January 19, 2010
Heating and Cooling System Care
A new home today is built to consume less energy than those of just a decade ago. Such a home is nearly airtight with controlled fresh-air ventilation for energy efficiency and improved indoor air quality.
To heat and cool a home built for high performance, a professional builder can select top-quality heating and cooling equipment to ensure year-round comfort and energy savings. However, if the owners want that equipment to perform as designed, they must maintain it.
Fortunately, the proper maintenance of heating, ventilating, and air conditioning systems (commonly referred to as "HVAC") does not require homeowners to be mechanical contractors. A few easy steps for preventive care, conducted on schedule, are usually all it takes to keep those systems humming at peak performance.
The vast majority of residential HVAC systems are "forced air" configurations. The system consists of a centrally located condenser along with a furnace and blower units that push heated or cooled air through a network of large pipes (or ducts) into the rooms of the house through vent registers.
A forced air system relies on other ducts to suck in and return air to the system from registers near the ceiling. "Return" air is either recycled through the system or exhausted to the outside, keeping the inside air fresh and comfortable.
Maintaining this system starts at the blower, which circulates a high volume of air. The blower contains a removable filter to prevent small particles and allergens from contaminating the indoor air. For most HVAC systems, the filter should be replaced every three months. Some newer, high-performance systems may have filters that only need to be replaced semi-annually or even just once a year. Consult your owner's manual for frequency of replacement as well as size of filter. Filters of all sizes are available at most home improvement and hardware stores and are easy to remove and reinsert into the blower.
The next component to maintain is the ductwork. It's a good idea, even in a new house, to have the ducts cleaned out at least every two years. In fact, most professional builders will offer or simply conduct a thorough duct cleaning before the owners of a new house take occupancy. Responsible builders do not want their buyers to be greeted with a puff of construction dust the first time the HVAC system is used! Two years later, the owners should contact a local duct-cleaning service or ask their builder for a recommendation.
On the same every-other-year schedule, the entire HVAC system should be checked by a professional mechanical contractor. Again, your builder can recommend a reputable service, ideally the company that installed the system. This check-up will ensure that the system is operating properly; bringing enough fresh air into the house, providing adequate ventilation and maximizing energy efficiency. Homeowners can do random spot checks by inspecting the outside of the equipment for any leaks, cracks, or other abnormalities and reporting those to their builder or HVAC service contractor.
This type of simple and inexpensive maintenance program will help to keep the HVAC system running at optimum performance for many years.
To heat and cool a home built for high performance, a professional builder can select top-quality heating and cooling equipment to ensure year-round comfort and energy savings. However, if the owners want that equipment to perform as designed, they must maintain it.
Fortunately, the proper maintenance of heating, ventilating, and air conditioning systems (commonly referred to as "HVAC") does not require homeowners to be mechanical contractors. A few easy steps for preventive care, conducted on schedule, are usually all it takes to keep those systems humming at peak performance.
The vast majority of residential HVAC systems are "forced air" configurations. The system consists of a centrally located condenser along with a furnace and blower units that push heated or cooled air through a network of large pipes (or ducts) into the rooms of the house through vent registers.
A forced air system relies on other ducts to suck in and return air to the system from registers near the ceiling. "Return" air is either recycled through the system or exhausted to the outside, keeping the inside air fresh and comfortable.
Maintaining this system starts at the blower, which circulates a high volume of air. The blower contains a removable filter to prevent small particles and allergens from contaminating the indoor air. For most HVAC systems, the filter should be replaced every three months. Some newer, high-performance systems may have filters that only need to be replaced semi-annually or even just once a year. Consult your owner's manual for frequency of replacement as well as size of filter. Filters of all sizes are available at most home improvement and hardware stores and are easy to remove and reinsert into the blower.
The next component to maintain is the ductwork. It's a good idea, even in a new house, to have the ducts cleaned out at least every two years. In fact, most professional builders will offer or simply conduct a thorough duct cleaning before the owners of a new house take occupancy. Responsible builders do not want their buyers to be greeted with a puff of construction dust the first time the HVAC system is used! Two years later, the owners should contact a local duct-cleaning service or ask their builder for a recommendation.
On the same every-other-year schedule, the entire HVAC system should be checked by a professional mechanical contractor. Again, your builder can recommend a reputable service, ideally the company that installed the system. This check-up will ensure that the system is operating properly; bringing enough fresh air into the house, providing adequate ventilation and maximizing energy efficiency. Homeowners can do random spot checks by inspecting the outside of the equipment for any leaks, cracks, or other abnormalities and reporting those to their builder or HVAC service contractor.
This type of simple and inexpensive maintenance program will help to keep the HVAC system running at optimum performance for many years.
Tuesday, January 5, 2010
After the Home is Built...
What ever happened to customer service?
Today, simple respect and responsiveness seems to be more the exception than the rule ... especially after the sale. How a homebuilder manages after-sale service, also called warranty service or call-backs, is a key indicator of the company's overall professionalism and ability to meet (and ideally exceed) a homebuyer's expectations.
The goal of the professional builder is to quickly and completely respond to and resolve issues that come up during the time a home is under warranty. As a critical part of providing great housing value and achieving customer satisfaction, professional builders encourage questions from homebuyers and respond to their concerns in a timely and respectful manner.
Typically, a builder's warranty addresses specific issues with a home related to its structural components (such as the foundation and frame), basic electrical and other mechanical systems, and the quality of workmanship for a set time period. How a builder responds to warranty service inquiries varies depending on the policy offered and sold with the house: some are defined and managed entirely by the builder, while others are defined, at least in part, by independent agencies (such as an insurance company) and administered by the builder.
Specific warranty language and procedures benefit both the builder and the homeowner. Simply, a well-defined and properly communicated warranty service policy helps eliminate confusion about who is responsible for issues, concerns, and other call-back items that may occur in the first year or so of occupancy.
While there are specific differences among builders, a superior warranty service program includes:
Documentation. A documented process for responding to call-backs and customer service inquiries creates a "paper trail" that ensures that questions and concerns are properly communicated, managed, and resolved. A professional builder will document the details of the warranty policy and keep track of inquiries, response time, and specific types of service calls from the first call to follow-up to ensure the homeowner's ultimate satisfaction.
Response time. Responding to a service call is more an issue of timing than time; the key is to understand which calls will be addressed immediately, and which may require or allow more time. No one likes to wonder if or when a call or email will be answered; if homeowners can depend on getting a reply from their builder within a reasonable (or better still, stated) time frame, chances are better that they'll be satisfied with how the issue is resolved.
Collective calls. Even if a builder responds to a warranty service call within a day or so, making a visit to the house to resolve a non-emergency situation may be timed to coincide with other scheduled work at the house. This "collective call" minimizes the number of times an owner needs to be at home to make the house available to the builder's warranty service team. Of course, emergency calls demand immediate attention, but collective calls can be a more convenient and reliable way to address a variety of concerns or maintenance issues at the same time.
Scheduled visits. Professional builders are becoming more proactive in how they address scheduled service and other routine maintenance work while a house is still under warranty. In many cases, a builder will schedule a visit and "walk through" (or tour) a new home within a month after occupancy. These visits are opportunities for homeowners to ask questions and for the builder to document or schedule service work covered by the warranty. Such visits also help builders refine their warranty service processes based on a homeowner's feedback.
No builder follows exactly the same policies and procedures for warranty service, inquiries and incidents. Our goal as building professionals is to provide each client with the best new home buying and living experience possible. How builders refine and improve their after the sale process goes a long way toward delivering superior customer service and buyer satisfaction.
Today, simple respect and responsiveness seems to be more the exception than the rule ... especially after the sale. How a homebuilder manages after-sale service, also called warranty service or call-backs, is a key indicator of the company's overall professionalism and ability to meet (and ideally exceed) a homebuyer's expectations.
The goal of the professional builder is to quickly and completely respond to and resolve issues that come up during the time a home is under warranty. As a critical part of providing great housing value and achieving customer satisfaction, professional builders encourage questions from homebuyers and respond to their concerns in a timely and respectful manner.
Typically, a builder's warranty addresses specific issues with a home related to its structural components (such as the foundation and frame), basic electrical and other mechanical systems, and the quality of workmanship for a set time period. How a builder responds to warranty service inquiries varies depending on the policy offered and sold with the house: some are defined and managed entirely by the builder, while others are defined, at least in part, by independent agencies (such as an insurance company) and administered by the builder.
Specific warranty language and procedures benefit both the builder and the homeowner. Simply, a well-defined and properly communicated warranty service policy helps eliminate confusion about who is responsible for issues, concerns, and other call-back items that may occur in the first year or so of occupancy.
While there are specific differences among builders, a superior warranty service program includes:
Documentation. A documented process for responding to call-backs and customer service inquiries creates a "paper trail" that ensures that questions and concerns are properly communicated, managed, and resolved. A professional builder will document the details of the warranty policy and keep track of inquiries, response time, and specific types of service calls from the first call to follow-up to ensure the homeowner's ultimate satisfaction.
Response time. Responding to a service call is more an issue of timing than time; the key is to understand which calls will be addressed immediately, and which may require or allow more time. No one likes to wonder if or when a call or email will be answered; if homeowners can depend on getting a reply from their builder within a reasonable (or better still, stated) time frame, chances are better that they'll be satisfied with how the issue is resolved.
Collective calls. Even if a builder responds to a warranty service call within a day or so, making a visit to the house to resolve a non-emergency situation may be timed to coincide with other scheduled work at the house. This "collective call" minimizes the number of times an owner needs to be at home to make the house available to the builder's warranty service team. Of course, emergency calls demand immediate attention, but collective calls can be a more convenient and reliable way to address a variety of concerns or maintenance issues at the same time.
Scheduled visits. Professional builders are becoming more proactive in how they address scheduled service and other routine maintenance work while a house is still under warranty. In many cases, a builder will schedule a visit and "walk through" (or tour) a new home within a month after occupancy. These visits are opportunities for homeowners to ask questions and for the builder to document or schedule service work covered by the warranty. Such visits also help builders refine their warranty service processes based on a homeowner's feedback.
No builder follows exactly the same policies and procedures for warranty service, inquiries and incidents. Our goal as building professionals is to provide each client with the best new home buying and living experience possible. How builders refine and improve their after the sale process goes a long way toward delivering superior customer service and buyer satisfaction.
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