In this issue · Holmes Heating also maintains contracts with homeowners to pro-vide planned...

BEYOND REPAIRNews and information that drives your business. MMaarrcchh 22000099

In this issue:

What are you working on today?TM

®

© Carrier Corporation 2009

Service call knowledge = sales call success!

page 6

Compressor conundrums? Bob Mann has solutions.

page 8

Find out Holmes Heating’s secrets for success.

page 10Before you even think about buying a rebuilt compressor, you've got to compare it to a Totaline reman. Each Totaline compres-sor is torn down to its smallest components and remanufactured by the same people who manufacture the original compressors.This precision, coupled with UL-certification, makes Totaline remanufactured compressors a great value.

Don't settle for rebuilt compressors. Totaline® remanufacturedcompressors are a quality, UL-certified option that delivers great value.

Different strokes?

Buy any Totaline remanufactured compressor plus at least four (4) of the following compressor replacement accessories, all on one invoice, from a Totaline sales center: electrical tape, TotalTest™ kit, solid core drier, refrigerant, refrigerant oil, crankcase heater, phase monitor, acetylene, lube oil controls, suspension kit, and contactor).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 headlamp per person - certified HVAC/R professionals only. Offer good while supplies last. Offer subject to change or discontinuance without notice.Get a Totaline headlamp.*

FREE!Totaline makes holidays

bright for tots.page 11

Different strokes?

2 • MARCH 2009 BEYOND REPAIR • 11

March is here, and it can be one of the busiest months forHVAC/R technicians. Spring is right around the corner, butmany of your customers are still feeling winter's chill. In thisedition of Beyond Repair, we'll have lots of helpful informationfor you as you transition your business between the seasons.

This month, Totaline® Category Manager Jay Seitz edu-cates us on the benefits of F.A.P. gas valves and motors.Read about how these F.A.P. products can help your businessrun more smoothly on pages 3 and 4. Also in this issue, we'lltell you why a genuine Carlyle® or Totaline remanufacturedcompressor is always a smart choice – Compressor ProductManager Bob Mann explains on page 8.

And, March's Beyond Repair features two of your favoritecolumnists – Jim Flynn and Ed Gancarz. Jim talks about whitebuildup on furnace flues – what is that stuff, anyway? He'll tellyou on page 9. And Ed Gancarz provides a wealth of infor-mation on how you can make your next sales call a successby using knowledge you already have as an HVAC/R serviceprovider. Read Ed's column on page 6.

We're also pleased to share with you a brand-new dealerspotlight – Holmes Heating of Ottawa, Canada. Mike Latreille,the company's co-owner and vice-president, explains howthorough staff training and uncompromising customer servicehave made his company a success. It's all on page 10.

Totaline sales centers are not only committed to theircustomers, but also their communities. In 2008, Carrier Salesand Distribution’s Totaline sales centers in several regionsjoined forces with the Toys for Tots program to make the hol-idays brighter for children in need. We'll tell you about howmuch was raised over the holiday season and share somepictures of the program in action on page 11.

Also, be on the lookout for ways you can get some greatTotaline FREE STUFF. It's all inside this jam-packed, infor-mation-filled edition of Beyond Repair. Enjoy!

Scott ForresterTotaline Sales Manager

IN THIS ISSUE

TOTALINE® SALES CENTERS bring joy to needy childrenWhat fills 32 empty condensing unit boxes and provides hours of fun for hundreds of children? Theanswer is simple, yet heartfelt and filled with the spirit of the holidays – the toys collected by this year’sTotaline for Tots program.

In December of 2008, Carrier Sales and Distribution and Totaline sales centers joined the U.S.Marine Corps Reserve Toys for Tots program in an effort to make the holidays a bit brighter for needychildren. Totaline sales centers in the Southeast, Florida, South Central, and Southern California regionsacted as collection centers to promote the program.

The program was started in 2007 by the CSD Florida region, and saw such great success thatother regions decided to participate. In 2008, several stores took part in Totaline for Tots. Toy collectionbegan in early December, and continued throughout the month. Because of their efforts, more than1,000 toys were collected.

Participating sales centers collected new, unwrapped toys, which the U.S. Marine Corps ReserveToys for Tots program then distributed to children in need in their communities. And although customerswere entitled to a five percent discount, many passed up the offer in the spirit of holiday giving.

According to Skip Arok, regional aftermarket manager for CSD Florida, the number of toys col-lected was phenomenal. “We had 16 participating stores, most with two full boxes the size of our five-toncondensing unit. We had many toys in excess of $10, such as bicycles and skateboards,” Arok said.

“We did well despite the bad economy,” he added. “We knew Toys for Tots in Florida was hurtingfor toys, and we were glad to help again this year.”


Choosing the right replacement part for Carrier®, Bryant®, or Payne® heatingequipment has never been easier – Factory Authorized Parts help simplify yourtoughest repairs. Do you have a customer with a gas valve that needs replacing?Using F.A.P. gas valves not only ensures an exact, drop-in replacement for you,it can also help provide your customers with peace of mind.

“Gas valves are a critical part of the heating system, bottom line,” saidTotaline® Category Manager Jay Seitz. “The design and reliability of F.A.P. gasvalves make them a smart replacement option for customers with Carrier, Bryant,or Payne heating equipment.”

F.A.P. gas valves have been manufactured to provide a number of benefitsto both the technician and the homeowner. How are they an exact, drop-inreplacement? “F.A.P. gas valves have exact mounting characteristics, and havebeen specifically designed to fit Carrier, Bryant, or Payne heating equipment,”Seitz explained. “That means the electrical connection and gas inlet and outletsizes will match exactly.”

Another important benefit of F.A.P. gas valves is that they have been testedby Underwriter's Laboratories, Inc. and/or the Canadian Standards Association,and have met their rigorous safety standards. So, when you choose F.A.P. gasvalves, you can be assured that you are providing your customers with a ULand/or CSA-approved solution.

Aside from the benefit of having UL and/or CSA approval, these valves willalso preserve both the manufacturer's warranty and system efficiency, andprovide easy installation. F.A.P gas valves are high quality and can help yousave time and guesswork. And, F.A.P. gas valves are readily available – shop forthem today at your local Totaline sales center.

When you add F.A.P. gas valves to your shopping list, you can get FREESTUFF, too! By purchasing any F.A.P. gas valve, you can get a FREE Totalinelaser pointer pen, and when you buy at least five different line items all on oneinvoice, including at least one F.A.P. heating product, you can choose either aKup Keeper insulator or a Totaline Heat Keeper thermos. For more informationon these and other great FREE STUFF offers, go to www.totaline.com.

Dealer Sp

otlig

ht

F.A.P. GAS VALVES ARE THE SMART REPLACEMENT OPTION

When Mike and Dianne Latreilletook over the family business in1993, they were taking chargeof a company already 29 yearsold. Established in 1962 byDianne's father, William EdwardHolmes, Holmes Heating beganas a sole proprietorship which

focused on subcontracting with the public utility in Ottawa, Ontario.Under the leadership of Dianne and Mike, as well as their son David,the company has grown exponentially.

Today, Holmes Heating has three operating divisions, which includeservice and maintenance plans, residential installs, and new home con-struction. The business primarily serves the residential HVAC/R marketand specializes in the servicing, maintenance, and installation of ductedsystems, central air conditioners, natural gas furnaces, fireplaces, poolheaters, and water heaters.

“Our company mission is to be the largest HVAC/R contractor in theOttawa area,” said Mike Latreille, vice-president of business development.The Canadian company has grown from a $1M-per-year business to inexcess of $10M annually.

Since 2003, Holmes Heating has developed its business in severalways. David Latreille, vice president of operations, created an advancedcomputer and communication system. The company also redesigned itslogo and fleet of service vehicles, and moved into an all-inclusive facility,which comprises 10,500 square feet and includes office space, stock-rooms, and a sales area. “We’ve been in our new state-of-the art facilityfor almost two years,”Mike said, adding that the new building is strategi-cally located in the center of the city of Ottawa. The building is also locatedwithin a few feet of Ottawa’s major six-lane highway, making for easyaccess to service calls and a prime location for signage. “We believe in ‘in-your-face’ advertising,” he said.

According to Mike, the company has 85 employees and an impres-sive 28-vehicle fleet. Each truck carries a wide inventory of equipment,tools, parts and supplies, so each job can be handled smoothly and effi-ciently. And, the trucks aren't only used to make calls. “Our trucks are atraveling billboard for the company,” Mike said. “They’re very distinctive —not the typical white with 55 different stickers all over.”

Mike explained that each truck prominently displays the Holmes Heat-ing logo and company web address. “We also advertise on the vehicles,”said Mike. “We use a slide-in panel that features a sale item, such as ahumidification system. We get a lot of calls from people who see our truckson the road, asking about the sale item. A lot of times, we make the saleright over the phone.”

Additionally, all technicians receive training in both the technicalaspects of HVAC/R as well as customer service, and receive a detailedemployee manual upon hire. All technicians are expected to meet com-pany standards in professionalism. “I firmly believe that if you wrong one

client, you’ve just lost another 10. That’s why we have a very clear proto-col that every technician must follow,” Mike said.

Mike also said that, for eight years, Holmes Heating has had the “YourOpinion Counts” program in place. With every installation, clients are givena survey to fill out based on the service they receive. Any time there is lessthan optimal service indicated, Dianne Latreille, the company president,personally calls the customer to discuss the issue. “People are pleasedwhen the president of the company calls to address their needs,” Mike said.“After Dianne addresses the issue, the problem is generally resolved rightover the phone.”

Holmes Heating also maintains contracts with homeowners to pro-vide planned maintenance. In 2008, the company had in place more than6,500 prepaid maintenance plans, typically one year in length. “Our goalis to gain as many repeat clients as we can, and we do this by offeringclients our all-inclusive maintenance program,” Mike said. The programcovers clients for parts and labor on furnace and air conditioning units, aswell as an annual tune-up and inspection of their system. The plan alsoguarantees a four-hour response time to any HVAC/R emergency.

According to Mike, one of the most important aspects of HolmesHeating is the company's highly interactive, user-friendly website,www.holmesheating.com. “I can’t emphasize enough the power of anexcellent website,” Mike said. “Our website is very proactive and user-friendly. We estimate that 18.5 to 22 percent of our leads are generatedfrom the site.” He added that on an average week, there are 4,500 or morehits on the site. “Clients can find a complete library of products, brochures,and homeowner’s manuals, as well as an FAQ section and a full glossaryof terms,” he said. Clients can book service calls and request estimatesvia the site as well.

Mike said that one of the greatest rewards of running a successfulbusiness is the ability to give back to the Ottawa community. Holmes Heat-ing has sponsored local sports teams, supported the annual Children'sHospital of Eastern Ontario telethon, helped to build houses for Habitat forHumanity, and participated in the Walk for Breast Cancer Marathon. Addi-tionally, Holmes Heating also sponsors the Ottawa Snowsuit Fund, whichaims to provide needy children with new snowsuits each year. “Every timewe sold a furnace between the months of October and January, wedonated $35 to the Ottawa Snowsuit Fund,” he said.

Mike indicated that area Totaline sales centers have helped to con-tribute to the company's success. “Our Totaline sales centers here inOttawa are very flexible,” Mike said. “They’ve been able to meet sched-uled times I didn’t think possible, and are very price-conscious. Of all theparts we buy, we probably buy 70 percent from Totaline sales centers.”

Mike also said that Totaline sales centers go out of their way to makesure jobs go smoothly. “They are the most reliable, and even if they don’tcarry a part we need, they’ll go out and try to source where they can get itfor us.” As an added bonus, Mike said the nearest Totaline sales center islocated in the same building as Holmes Heating, which has helped the twocompanies establish a close relationship. “We’ve built strong relationshipswith the people at Totaline, and I have nothing but the best praise for ourlocal sales centers,” he said.

Mike Latreille/Holmes HeatingInventive marketing, superior customer service make Holmes Heating a success.


WHAT’S THAT WHITE STUFF?

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

James Flynn

Q: What is that white, powdery-looking buildup on furnace flues withboth single and double wall flue material? Can it be prevented? – Larry Waters, Residential Service Technician

A: Great question, Larry. To find the answer, I turned to our residentialservice engineering group located in Indianapolis, IN. They said thatthe powdery buildup you're talking about is usually sulphur formedduring condensation, and typically appears when the vent temperatureis not being maintained. This could be due to a multitude of issues,from incorrect venting to inadequate temperature rise. Consult yourinstallation instructions for specifics to your application.

And because he asked such a good question about white stuff, Larrygets Totaline FREE STUFF. Do you have an HVAC/R question? Sendit to me, and if I use it here, you get FREE STUFF, too!

[email protected]

Jim Flynn is the Totaline training manager and has 35 years of experiencein HVAC/R. Every month, we challenge readers to Stump Jim Flynn witha question about Totaline sales centers and the industry. Contact him [email protected].

Why is an F.A.P. motor the right choice?When it comes time to replace a motor inside Carrier®, Bryant®, or Payne®

equipment, which one should you choose? By selecting a Factory AuthorizedParts (F.A.P.) motor, you're getting more for your money and your time.

F.A.P. motors provide many benefits for both you and your customers. “Bychoosing an F.A.P. motor, the equipment's original manufacturer's factorywarranty is preserved,” said Totaline® Category Manager Jay Seitz. “F.A.P. motorsalso preserve the original manufacturer's factory efficiency of not only the motor,but the complete system as well.” In addition to these benefits, Seitz also said thatengineered sound requirements are preserved.

Seitz added that F.A.P. motors meet engineering's rigorous run life designspecifications and have passed a 500-hour salt spray test, which measures themotor's ability to withstand corrosion. “And, F.A.P. motors are UL and/or CSA-approved, with internal automatic reset overload protection,” Seitz said.

In what other ways are F.A.P. motors the right choice? “They are an exact,drop-in replacement,” said Seitz. “Electrical connections and lead length areexact, as well as shaft length and mounting characteristics.” Seitz also said thatF.A.P. motors perform in an ambient temperature range from -30°F and 145°F.With so many benefits, it's easy to see why F.A.P. motors are the right choicewhen repairing Carrier, Bryant, or Payne equipment. And you can easily find themat your local Totaline sales center, along with many other great F.A.P. products.

As an added benefit, when you purchase F.A.P. motors, you're eligible toreceive FREE STUFF! Offers that include the purchase of F.A.P. motors include:a mini aluminum LED flashlight; a Totaline lunch cooler; a durable, refillableZippo® hand warmer; and a Totaline multi-tool. For more information on theseand other great FREE STUFF offers, visit www.totaline.com.


Accept no impersonations.F.A.P. gas valves are the best choice for aCarrier®, Bryant® or Payne® furnace.

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 Totaline® laser pointer pen.*Buy any F.A.P. gas valve.

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

When it comes to choosing a compressor, HVAC/R technicians face a lot ofchoices. Rebuilt compressors are both cheap and readily available, but thesmart tech knows that for just a few dollars more they can have the quality,reliability and UL-certification of a Totaline® remanufactured compressor. Andwhen only the best will do, genuine Carlyle® is the obvious choice. Both thesecompressors assure both performance and reliability, and offer sound optionswhen looking for a compressor replacement.

To begin with, it's important to differentiate between a rebuilt and aremanufactured compressor. Rebuilt compressors can be pieced togetheranywhere, by anyone, in unregulated environments. Generally speaking,rebuilding entails restoring equipment to pre-breakdown performance, but notbeyond it. Very minimal repairs are made to the rebuilt item, and they're oftengiven a quick coat of paint to make them look “good as new”. Unfortunately,though, that’s not always the case.

When you choose a genuine Carlyle or Totaline remanufacturedcompressor, you can be confident that you made the smart choice - for bothyou and your customer. “The difference between a remanufactured and rebuiltcompressor is noticeable, even from the customer’s end,” Compressor ProductManager Bob Mann said. “You can often hear the difference between the quiethum of a remanufactured compressor and the clink or clang of a rebuilt one.”

Both genuine Carlyle and Totaline compressors are completelyremanufactured – never rebuilt or repaired and repainted like others. “Thesecompressors are remanufactured, not rebuilt,” explained Mann. “Every partthat goes into these compressors is UL-certified, covered under warranty, andbuilt by the same people who manufacture new Carlyle compressors.”

Why is UL certification so important? “Often, rebuilt compressors combineUL-certified parts with non-UL certified parts, which will void the UL-certifiedrating for the entire compressor,” Mann explained. “When you choose a Carlyleor Totaline remanufactured compressor, the risk of fire, electric shock, andhazards have been minimized – a guarantee you don't have when you use acompressor that has been rebuilt in an unregulated environment,” he added.

Genuine Carlyle and Totaline remanufactured compressors undergo arigorous process to ensure that they are of optimum quality. First, thecompressors are torn down to the smallest component parts. Then, they are

compared to strict engineering standards at the Carlyle Stone Mountain, Ga.facility. Below are the steps each compressor goes through during theremanufacturing process:

• Disassembly/Warranty Inspection• Cleaning• Crankcase Inspection• Crankcase Upgrade• Crankshaft Upgrade• Valve Plate Upgrade• Rod and Piston Upgrade• Oil Pump Upgrade• Motor Rewind Shop• Quality Auditor• Compressor Assembly• Compressor Testing• Painting

As a result of this uncompromising process, the compressors are restoredto good-as-new quality and performance. As an added benefit, the remanufacturedcompressors also receive UL approval, which means they have been built tocomply with internationally recognized safety standards.

So pieced together or peace of mind? The choice is clear. For great value,efficiency, and equipment that meets stringent UL standards, choose a genuineCarlyle or Totaline remanufactured compressor. You'll find these compressors,as well as a full line of compressor replacement accessories, when you visityour local Totaline sales center.

And as an added bonus, when you choose Totaline or genuine Carlyle you'llalso be eligible to receive FREE STUFF! When you buy any genuine Carlylecompressor plus at least four replacement accessories all on one invoice, youcan receive a FREE pair of Totaline binoculars. And, when you buy a Totalineremanufactured compressor plus at least four qualifying replacement accessoriesall on one invoice from a Totaline sales center, you can get a FREE Totalineheadlamp. Visit your sales center or go to www.totaline.com for more details.

Genuine Carlyle® and Totaline® compressorsbring peace of mind.

Bob Mann Compressor Product Manager


But that’s just one benefit. Your customers deserve a repair solution that restores their equipment to its original performance. F.A.P. can do that.





The time you save installing exact drop-in F.A.P. motors really adds up.

Come in from the dark.

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.

Come in from the dark.

Edward Gancarz is the principal of the SHA+RP Institute. Its services include smallbusiness consulting and training, individual and group coaching, organizationdevelopment, call center management and marketing and selling support. If youwould like business training conducted at your Totaline sales center, contact yourparts store manager or the SHA+RP Institute.

Phone: (315) 263-1234E-mail: [email protected]

According to Ed Gancarz, principal of the SHA+RP Institute, the first step in findingsales success is listening to the needs of your customers. “All customers deserve yourcareful and undivided attention first, and then and only then, diagnostic solutions,” saidGancarz. “By taking this important first step with your customers, you'll build trust,develop openness, and gain more than one referral, I'll bet.”

Gancarz also said that it's important not to draw any conclusions when going onthe initial sales call. “Don't go in assuming anything,” he said, cautioning that salespeople should not prejudge what they can sell based on the size or location of thehome, or the demographics. “Whether your customer lives in a small rural community,an upscale suburban neighborhood, or deep within the urban cityscape doesn't matter.What matters is that you give all the solutions that you can to your customers.”

Gancarz suggested that discovering all the customer's existing issues is anotherway to gain their confidence and help make the sale. “Take the time to learn more abouttheir existing IAQ issues such as allergies, asthma, pets, and mold, as well as anycurrent hot or cold spots, noise issues, or concerns about monthly bills,” he said. “Slowdown to go faster. People buy from people, so by taking the time up front to truly hearyour customers, what you're actually doing is taking the time to understand their needs.”

So what can you do to get your foot in the door with potential customers? Gancarzoffered some tips to help make your next sales call a success:

• Understand that your personal image is just as important as the product or service you're offering. Make a good first impression by projecting aprofessional image.

• Listen and totally understand your customer's concerns. This will givethe customer a reason or benefit for spending time with you.

• Develop a “first call capabilities statement” to explain how you and your company's services can help the customer with their needs. Consider having a presentation or handout available that outlines your company history, experience, and areas of expertise.

• Probe below the surface problem for additional help you may provide, for example with IAQ and comfort issues.

Gancarz stressed that, whether one is a large contractor or independenttechnician, excellent sales and service should always be the goal. “Good businesspractices bring referrals, and word of mouth is still one of the most effective formsof advertising,” he said. “Customers want salespeople who will listen to them andwho know what they're doing – people who take pride in their work.”

When the HVAC/R professional handles their sales call like a service call, successcan be theirs. “Hear what the customer is telling you, like you did when diagnosing thatlast piece of equipment,” Gancarz said. “Quality product, delivered on time and at areasonable cost, wins the day every time.”

USE SERVICE CALL KNOWLEDGEFOR SALES CALL SUCCESSAs most people who have achieved success in theHVAC/R service business know, listening to customers andunderstanding their wants and needs is just as importantas diagnosing and repairing. By employing this samestrategy when making sales calls, the HVAC/R techniciancan become successful in that area as well.


Accept no impersonations.F.A.P. gas valves are the best choice for aCarrier®, Bryant® or Payne® furnace.





Get a Totaline® laser pointer pen.*Buy any F.A.P. gas valve.

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

When it comes to choosing a compressor, HVAC/R technicians face a lot ofchoices. Rebuilt compressors are both cheap and readily available, but thesmart tech knows that for just a few dollars more they can have the quality,reliability and UL-certification of a Totaline® remanufactured compressor. Andwhen only the best will do, genuine Carlyle® is the obvious choice. Both thesecompressors assure both performance and reliability, and offer sound optionswhen looking for a compressor replacement.

To begin with, it's important to differentiate between a rebuilt and aremanufactured compressor. Rebuilt compressors can be pieced togetheranywhere, by anyone, in unregulated environments. Generally speaking,rebuilding entails restoring equipment to pre-breakdown performance, but notbeyond it. Very minimal repairs are made to the rebuilt item, and they're oftengiven a quick coat of paint to make them look “good as new”. Unfortunately,though, that’s not always the case.

When you choose a genuine Carlyle or Totaline remanufacturedcompressor, you can be confident that you made the smart choice - for bothyou and your customer. “The difference between a remanufactured and rebuiltcompressor is noticeable, even from the customer’s end,” Compressor ProductManager Bob Mann said. “You can often hear the difference between the quiethum of a remanufactured compressor and the clink or clang of a rebuilt one.”

Both genuine Carlyle and Totaline compressors are completelyremanufactured – never rebuilt or repaired and repainted like others. “Thesecompressors are remanufactured, not rebuilt,” explained Mann. “Every partthat goes into these compressors is UL-certified, covered under warranty, andbuilt by the same people who manufacture new Carlyle compressors.”

Why is UL certification so important? “Often, rebuilt compressors combineUL-certified parts with non-UL certified parts, which will void the UL-certifiedrating for the entire compressor,” Mann explained. “When you choose a Carlyleor Totaline remanufactured compressor, the risk of fire, electric shock, andhazards have been minimized – a guarantee you don't have when you use acompressor that has been rebuilt in an unregulated environment,” he added.

Genuine Carlyle and Totaline remanufactured compressors undergo arigorous process to ensure that they are of optimum quality. First, thecompressors are torn down to the smallest component parts. Then, they are

compared to strict engineering standards at the Carlyle Stone Mountain, Ga.facility. Below are the steps each compressor goes through during theremanufacturing process:

• Disassembly/Warranty Inspection• Cleaning• Crankcase Inspection• Crankcase Upgrade• Crankshaft Upgrade• Valve Plate Upgrade• Rod and Piston Upgrade• Oil Pump Upgrade• Motor Rewind Shop• Quality Auditor• Compressor Assembly• Compressor Testing• Painting

As a result of this uncompromising process, the compressors are restoredto good-as-new quality and performance. As an added benefit, the remanufacturedcompressors also receive UL approval, which means they have been built tocomply with internationally recognized safety standards.

So pieced together or peace of mind? The choice is clear. For great value,efficiency, and equipment that meets stringent UL standards, choose a genuineCarlyle or Totaline remanufactured compressor. You'll find these compressors,as well as a full line of compressor replacement accessories, when you visityour local Totaline sales center.

And as an added bonus, when you choose Totaline or genuine Carlyle you'llalso be eligible to receive FREE STUFF! When you buy any genuine Carlylecompressor plus at least four replacement accessories all on one invoice, youcan receive a FREE pair of Totaline binoculars. And, when you buy a Totalineremanufactured compressor plus at least four qualifying replacement accessoriesall on one invoice from a Totaline sales center, you can get a FREE Totalineheadlamp. Visit your sales center or go to www.totaline.com for more details.

Genuine Carlyle® and Totaline® compressorsbring peace of mind.

Bob Mann Compressor Product Manager


WHAT’S THAT WHITE STUFF?

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

James Flynn

Q: What is that white, powdery-looking buildup on furnace flues withboth single and double wall flue material? Can it be prevented? – Larry Waters, Residential Service Technician

A: Great question, Larry. To find the answer, I turned to our residentialservice engineering group located in Indianapolis, IN. They said thatthe powdery buildup you're talking about is usually sulphur formedduring condensation, and typically appears when the vent temperatureis not being maintained. This could be due to a multitude of issues,from incorrect venting to inadequate temperature rise. Consult yourinstallation instructions for specifics to your application.

And because he asked such a good question about white stuff, Larrygets Totaline FREE STUFF. Do you have an HVAC/R question? Sendit to me, and if I use it here, you get FREE STUFF, too!

[email protected]

Jim Flynn is the Totaline training manager and has 35 years of experiencein HVAC/R. Every month, we challenge readers to Stump Jim Flynn witha question about Totaline sales centers and the industry. Contact him [email protected].

Why is an F.A.P. motor the right choice?When it comes time to replace a motor inside Carrier®, Bryant®, or Payne®

equipment, which one should you choose? By selecting a Factory AuthorizedParts (F.A.P.) motor, you're getting more for your money and your time.

F.A.P. motors provide many benefits for both you and your customers. “Bychoosing an F.A.P. motor, the equipment's original manufacturer's factorywarranty is preserved,” said Totaline® Category Manager Jay Seitz. “F.A.P. motorsalso preserve the original manufacturer's factory efficiency of not only the motor,but the complete system as well.” In addition to these benefits, Seitz also said thatengineered sound requirements are preserved.

Seitz added that F.A.P. motors meet engineering's rigorous run life designspecifications and have passed a 500-hour salt spray test, which measures themotor's ability to withstand corrosion. “And, F.A.P. motors are UL and/or CSA-approved, with internal automatic reset overload protection,” Seitz said.

In what other ways are F.A.P. motors the right choice? “They are an exact,drop-in replacement,” said Seitz. “Electrical connections and lead length areexact, as well as shaft length and mounting characteristics.” Seitz also said thatF.A.P. motors perform in an ambient temperature range from -30°F and 145°F.With so many benefits, it's easy to see why F.A.P. motors are the right choicewhen repairing Carrier, Bryant, or Payne equipment. And you can easily find themat your local Totaline sales center, along with many other great F.A.P. products.

As an added benefit, when you purchase F.A.P. motors, you're eligible toreceive FREE STUFF! Offers that include the purchase of F.A.P. motors include:a mini aluminum LED flashlight; a Totaline lunch cooler; a durable, refillableZippo® hand warmer; and a Totaline multi-tool. For more information on theseand other great FREE STUFF offers, visit www.totaline.com.


Choosing the right replacement part for Carrier®, Bryant®, or Payne® heatingequipment has never been easier – Factory Authorized Parts help simplify yourtoughest repairs. Do you have a customer with a gas valve that needs replacing?Using F.A.P. gas valves not only ensures an exact, drop-in replacement for you,it can also help provide your customers with peace of mind.

“Gas valves are a critical part of the heating system, bottom line,” saidTotaline® Category Manager Jay Seitz. “The design and reliability of F.A.P. gasvalves make them a smart replacement option for customers with Carrier, Bryant,or Payne heating equipment.”

F.A.P. gas valves have been manufactured to provide a number of benefitsto both the technician and the homeowner. How are they an exact, drop-inreplacement? “F.A.P. gas valves have exact mounting characteristics, and havebeen specifically designed to fit Carrier, Bryant, or Payne heating equipment,”Seitz explained. “That means the electrical connection and gas inlet and outletsizes will match exactly.”

Another important benefit of F.A.P. gas valves is that they have been testedby Underwriter's Laboratories, Inc. and/or the Canadian Standards Association,and have met their rigorous safety standards. So, when you choose F.A.P. gasvalves, you can be assured that you are providing your customers with a ULand/or CSA-approved solution.

Aside from the benefit of having UL and/or CSA approval, these valves willalso preserve both the manufacturer's warranty and system efficiency, andprovide easy installation. F.A.P gas valves are high quality and can help yousave time and guesswork. And, F.A.P. gas valves are readily available – shop forthem today at your local Totaline sales center.

When you add F.A.P. gas valves to your shopping list, you can get FREESTUFF, too! By purchasing any F.A.P. gas valve, you can get a FREE Totalinelaser pointer pen, and when you buy at least five different line items all on oneinvoice, including at least one F.A.P. heating product, you can choose either aKup Keeper insulator or a Totaline Heat Keeper thermos. For more informationon these and other great FREE STUFF offers, go to www.totaline.com.

Dealer Sp

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F.A.P. GAS VALVES ARE THE SMART REPLACEMENT OPTION

When Mike and Dianne Latreilletook over the family business in1993, they were taking chargeof a company already 29 yearsold. Established in 1962 byDianne's father, William EdwardHolmes, Holmes Heating beganas a sole proprietorship which

focused on subcontracting with the public utility in Ottawa, Ontario.Under the leadership of Dianne and Mike, as well as their son David,the company has grown exponentially.

Today, Holmes Heating has three operating divisions, which includeservice and maintenance plans, residential installs, and new home con-struction. The business primarily serves the residential HVAC/R marketand specializes in the servicing, maintenance, and installation of ductedsystems, central air conditioners, natural gas furnaces, fireplaces, poolheaters, and water heaters.

“Our company mission is to be the largest HVAC/R contractor in theOttawa area,” said Mike Latreille, vice-president of business development.The Canadian company has grown from a $1M-per-year business to inexcess of $10M annually.

Since 2003, Holmes Heating has developed its business in severalways. David Latreille, vice president of operations, created an advancedcomputer and communication system. The company also redesigned itslogo and fleet of service vehicles, and moved into an all-inclusive facility,which comprises 10,500 square feet and includes office space, stock-rooms, and a sales area. “We’ve been in our new state-of-the art facilityfor almost two years,”Mike said, adding that the new building is strategi-cally located in the center of the city of Ottawa. The building is also locatedwithin a few feet of Ottawa’s major six-lane highway, making for easyaccess to service calls and a prime location for signage. “We believe in ‘in-your-face’ advertising,” he said.

According to Mike, the company has 85 employees and an impres-sive 28-vehicle fleet. Each truck carries a wide inventory of equipment,tools, parts and supplies, so each job can be handled smoothly and effi-ciently. And, the trucks aren't only used to make calls. “Our trucks are atraveling billboard for the company,” Mike said. “They’re very distinctive —not the typical white with 55 different stickers all over.”

Mike explained that each truck prominently displays the Holmes Heat-ing logo and company web address. “We also advertise on the vehicles,”said Mike. “We use a slide-in panel that features a sale item, such as ahumidification system. We get a lot of calls from people who see our truckson the road, asking about the sale item. A lot of times, we make the saleright over the phone.”

Additionally, all technicians receive training in both the technicalaspects of HVAC/R as well as customer service, and receive a detailedemployee manual upon hire. All technicians are expected to meet com-pany standards in professionalism. “I firmly believe that if you wrong one

client, you’ve just lost another 10. That’s why we have a very clear proto-col that every technician must follow,” Mike said.

Mike also said that, for eight years, Holmes Heating has had the “YourOpinion Counts” program in place. With every installation, clients are givena survey to fill out based on the service they receive. Any time there is lessthan optimal service indicated, Dianne Latreille, the company president,personally calls the customer to discuss the issue. “People are pleasedwhen the president of the company calls to address their needs,” Mike said.“After Dianne addresses the issue, the problem is generally resolved rightover the phone.”

Holmes Heating also maintains contracts with homeowners to pro-vide planned maintenance. In 2008, the company had in place more than6,500 prepaid maintenance plans, typically one year in length. “Our goalis to gain as many repeat clients as we can, and we do this by offeringclients our all-inclusive maintenance program,” Mike said. The programcovers clients for parts and labor on furnace and air conditioning units, aswell as an annual tune-up and inspection of their system. The plan alsoguarantees a four-hour response time to any HVAC/R emergency.

According to Mike, one of the most important aspects of HolmesHeating is the company's highly interactive, user-friendly website,www.holmesheating.com. “I can’t emphasize enough the power of anexcellent website,” Mike said. “Our website is very proactive and user-friendly. We estimate that 18.5 to 22 percent of our leads are generatedfrom the site.” He added that on an average week, there are 4,500 or morehits on the site. “Clients can find a complete library of products, brochures,and homeowner’s manuals, as well as an FAQ section and a full glossaryof terms,” he said. Clients can book service calls and request estimatesvia the site as well.

Mike said that one of the greatest rewards of running a successfulbusiness is the ability to give back to the Ottawa community. Holmes Heat-ing has sponsored local sports teams, supported the annual Children'sHospital of Eastern Ontario telethon, helped to build houses for Habitat forHumanity, and participated in the Walk for Breast Cancer Marathon. Addi-tionally, Holmes Heating also sponsors the Ottawa Snowsuit Fund, whichaims to provide needy children with new snowsuits each year. “Every timewe sold a furnace between the months of October and January, wedonated $35 to the Ottawa Snowsuit Fund,” he said.

Mike indicated that area Totaline sales centers have helped to con-tribute to the company's success. “Our Totaline sales centers here inOttawa are very flexible,” Mike said. “They’ve been able to meet sched-uled times I didn’t think possible, and are very price-conscious. Of all theparts we buy, we probably buy 70 percent from Totaline sales centers.”

Mike also said that Totaline sales centers go out of their way to makesure jobs go smoothly. “They are the most reliable, and even if they don’tcarry a part we need, they’ll go out and try to source where they can get itfor us.” As an added bonus, Mike said the nearest Totaline sales center islocated in the same building as Holmes Heating, which has helped the twocompanies establish a close relationship. “We’ve built strong relationshipswith the people at Totaline, and I have nothing but the best praise for ourlocal sales centers,” he said.

Mike Latreille/Holmes HeatingInventive marketing, superior customer service make Holmes Heating a success.


March is here, and it can be one of the busiest months forHVAC/R technicians. Spring is right around the corner, butmany of your customers are still feeling winter's chill. In thisedition of Beyond Repair, we'll have lots of helpful informationfor you as you transition your business between the seasons.

This month, Totaline® Category Manager Jay Seitz edu-cates us on the benefits of F.A.P. gas valves and motors.Read about how these F.A.P. products can help your businessrun more smoothly on pages 3 and 4. Also in this issue, we'lltell you why a genuine Carlyle® or Totaline remanufacturedcompressor is always a smart choice – Compressor ProductManager Bob Mann explains on page 8.

And, March's Beyond Repair features two of your favoritecolumnists – Jim Flynn and Ed Gancarz. Jim talks about whitebuildup on furnace flues – what is that stuff, anyway? He'll tellyou on page 9. And Ed Gancarz provides a wealth of infor-mation on how you can make your next sales call a successby using knowledge you already have as an HVAC/R serviceprovider. Read Ed's column on page 6.

We're also pleased to share with you a brand-new dealerspotlight – Holmes Heating of Ottawa, Canada. Mike Latreille,the company's co-owner and vice-president, explains howthorough staff training and uncompromising customer servicehave made his company a success. It's all on page 10.

Totaline sales centers are not only committed to theircustomers, but also their communities. In 2008, Carrier Salesand Distribution’s Totaline sales centers in several regionsjoined forces with the Toys for Tots program to make the hol-idays brighter for children in need. We'll tell you about howmuch was raised over the holiday season and share somepictures of the program in action on page 11.

Also, be on the lookout for ways you can get some greatTotaline FREE STUFF. It's all inside this jam-packed, infor-mation-filled edition of Beyond Repair. Enjoy!

Scott ForresterTotaline Sales Manager

IN THIS ISSUE

TOTALINE® SALES CENTERS bring joy to needy childrenWhat fills 32 empty condensing unit boxes and provides hours of fun for hundreds of children? Theanswer is simple, yet heartfelt and filled with the spirit of the holidays – the toys collected by this year’sTotaline for Tots program.

In December of 2008, Carrier Sales and Distribution and Totaline sales centers joined the U.S.Marine Corps Reserve Toys for Tots program in an effort to make the holidays a bit brighter for needychildren. Totaline sales centers in the Southeast, Florida, South Central, and Southern California regionsacted as collection centers to promote the program.

The program was started in 2007 by the CSD Florida region, and saw such great success thatother regions decided to participate. In 2008, several stores took part in Totaline for Tots. Toy collectionbegan in early December, and continued throughout the month. Because of their efforts, more than1,000 toys were collected.

Participating sales centers collected new, unwrapped toys, which the U.S. Marine Corps ReserveToys for Tots program then distributed to children in need in their communities. And although customerswere entitled to a five percent discount, many passed up the offer in the spirit of holiday giving.

According to Skip Arok, regional aftermarket manager for CSD Florida, the number of toys col-lected was phenomenal. “We had 16 participating stores, most with two full boxes the size of our five-toncondensing unit. We had many toys in excess of $10, such as bicycles and skateboards,” Arok said.

“We did well despite the bad economy,” he added. “We knew Toys for Tots in Florida was hurtingfor toys, and we were glad to help again this year.”

BEYOND REPAIRNews and information that drives your business. MMaarrcchh 22000099

In this issue:

What are you working on today?TM

®

© Carrier Corporation 2009

Service call knowledge = sales call success!

page 6

Compressor conundrums? Bob Mann has solutions.

page 8

Find out Holmes Heating’s secrets for success.

page 10Before you even think about buying a rebuilt compressor, you've got to compare it to a Totaline reman. Each Totaline compres-sor is torn down to its smallest components and remanufactured by the same people who manufacture the original compressors.This precision, coupled with UL-certification, makes Totaline remanufactured compressors a great value.

Don't settle for rebuilt compressors. Totaline® remanufacturedcompressors are a quality, UL-certified option that delivers great value.

Different strokes?

Buy any Totaline remanufactured compressor plus at least four (4) of the following compressor replacement accessories, all on one invoice, from a Totaline sales center: electrical tape, TotalTest™ kit, solid core drier, refrigerant, refrigerant oil, crankcase heater, phase monitor, acetylene, lube oil controls, suspension kit, and contactor).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 headlamp per person - certified HVAC/R professionals only. Offer good while supplies last. Offer subject to change or discontinuance without notice.Get a Totaline headlamp.*

FREE!Totaline makes holidays

bright for tots.page 11

Different strokes?

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