Meet Sam, Diamond Heating & AirTemp Alaska’s go-to Comfort Consultant who has been breaking records and exceeding client expectations since day one.
With a background in HVAC and a natural knack for connecting with people, Sam has found a way to blend technical expertise with genuine customer care. Whether you’re curious about what it’s like to work in the HVAC industry, wondering how to make an informed decision on a new heating or cooling system, or simply interested in what makes a team successful, Sam offers insightful answers in this candid Q&A session.
Read on to learn more about Sam’s role, his approach to customer service, and the exciting opportunities and challenges in his career.
Q: What led you to your current career path at Diamond Heating & AirTemp Alaska?
A: A couple years ago, or rather several years ago, I started working for an HVAC contractor and did just about everything that I could do at the shop.
I eventually realized I wanted to combine my knowledge of the heating and cooling industry with my people skills. I’ve always loved working with people. I’ve always loved the mechanical side of heating and cooling. That combination made me realize I wanted to do some sort of consulting for homeowners and the systems within their homes.
Q: What is your role at Diamond Heating & AirTemp Alaska?
A: My title is Comfort Consultant. Essentially, I provide estimates for homeowners concerning their home heating, cooling, water systems, and everything in between.
I like the term Comfort Consultant because that’s what I’m usually concerned about first, the homeowner’s comfort. Then from there, the concerns expand to the HVAC efficiency and reliability. I then package all three of those things together to figure out what the homeowner and home needs.
As a consultant for Diamond Heating & AirTemp Alaska, my job is establishing a connection with a homeowner. I need to find out what it is that makes the homeowner tick, and what it is that they want for their house as well as long-term plans for their home.
- Is this your forever home?
- Are they going to be here for 25 years?
- Is this a rental property?
- Are you selling the house next month?
We have different plans of attack for different things. I ask these questions to A, help meet budgets and B, help meet the requirements of the home and what it is the homeowner is looking for.
Q: What do you love most about your job?
A: I would say taking care of the clients! It starts with that first call, getting to their home and reviewing the needs, and then ending with a nice positive review on Google.
I mean, there’s nothing more enjoyable than going to someone’s house with a problem, whether that be cold spots in the house or no hot water, and finding a solution to take care of it. Taking care of the clients is just super fun and rewarding.
The other thing I would say is working with everyone here at Diamond. Everyone from Hunter, Secoro, the great management and ownership, to the great guys in the field. A great team makes it much easier and much more fun! So, I would say it’s a combination of taking care of the client and all the great people I get to work with every day.
Q: What has been your biggest “Ah-ha!” moment since starting with Diamond Heating & AirTemp Alaska?
A: There have been several. As someone who is always wanting to learn and knows there’s always room to grow, that’s a tough question to give a single answer to.
My biggest realization is recognizing how important it is to respond to clients in a timely manner. Giving a timely response to a client is just as important as everything else in the equation.
Being timely is just as important as the accuracy of the bid, the specific measurements for a unit, all the way down to the final execution of the installation. It is just as important to get back in touch with someone quickly as it is to execute the task in its entirety. Not to mention following up and seeing if they have any questions.
From a client perspective, utilizing the 0% financing. We wouldn’t force a client to use this but just making them aware of how great of an option it is, and how easy it is! If we take care of all of it for them, it takes 30 seconds online and that, in turn, has led to a lot of clients being able to get jobs completed that they may otherwise wouldn’t have been able to do.
Q: What would you tell a family member or friend living outside of Alaska if they need to replace their HVAC unit?
A: First things first, do your research on the contractors. Go online, see what their reviews say. How many reviews do they have? What’s the overall rating of those reviews? This type of job isn’t like a burger joint where the burger might not be cooked exactly the way you want it to be. This is a potential $20,000 investment in your home. A high-quality, licensed, bonded, and insured installation by highly trained licensed technicians who know what they’re doing is crucial.
Then look at the different offers and pricing. You should do some research into the equipment, too. The lowest-priced options aren’t always the best option. More often than not, when it comes to things like this, or large financial purchases in your life, you get what you pay for. Oftentimes if you don’t buy nice, you buy twice.
If you want something that’s going to last an extra five years, you not only want good quality equipment, but a good quality installation. There are a lot of components that are going on with installations that homeowners should want done well, correctly, and safely. That’s usually worth an extra couple of hundred, let alone a couple thousand dollars just for that peace of mind.
Q: What is your favorite product that is offered at Diamond Heating & AirTemp Alaska?
A: Again, the 0% financing is awesome. I do love all of Trane’s equipment, too! Trane furnaces, Trane heat pumps, and air conditioning systems. They make the best products on Earth. But don’t just take my word for it. You can take Consumer Reports, word for it, too.
I also love the smart thermostat controls. You can check everything on an app from your phone. Wi-Fi-connected thermostats allow you to monitor your home when you’re not there. Or, you can even use the app to turn down your furnace while you’re lying in bed.
There are all kinds of cool things you can do with a forced air system as well. Smart thermostats paired with indoor and outdoor temperature sensors, can help mitigate hot and cold spots in your house. We have the opportunity to manipulate air while we’re moving it around the house. Making it not just about heating and cooling but also about the airflow, therefore improving air quality.
Technology has come a long way! Not just with the Wi-Fi thermostats and sensors but the UV lights, airflow, and air scrubber technology, etc.
Q: As a newer consultant, and having record-breaking months for our company, to what would you attribute your success?
A: First, the grade A team! I mean, it’s not like I’m doing this on my own! Diamond Heating & AirTemp Alaska is a successful company and has been here a long, long time. I’m set up for success, tenfold, by being able to come in and take advantage of all the resources that I have here.
With Jerry and Jack as ownership and management, and to be able to learn from them and ask questions is great! The installation team is willing to work with me, teach me things, and answer any of my questions. Then the great support staff with Hunter, Secoro, and everyone. We’re just able to hit home runs from all sides.
Also, personally building connections with people has always been a strong suit in my life that I enjoy. It always has been. I attribute some of my success to who I am as a person.
As far as breaking records, having high sales numbers, or selling lots of jobs…it’s more about getting to the client immediately. A lot of contractors go to people’s houses and say, “Yeah, I’ll have you a bid next week” and it takes two weeks to get there. For me, heck no, you’re going to have a bid in an hour if I can help it! Then, I’m going to give you a call and confirm that it’s in your email inbox and answer any questions you may have.
It’s crucial to understand how seriously we prioritize client care and delivering superior products. We’re not cutting corners. We’re not the cheapest in town. We don’t aim to be nor would I want to be. I want to get you a great product with a great installation.
Q: Is there anything else you want to add?
A: It’s a great team. It really is! It’s a cool place to work. Thank you to everyone here who has added to the success of what we’re doing within the installation team.
The last thing I would add is we have 0% financing for up to 36 months. If you’re interested, we can do the application right online. 😀