There remains a lot that can be done at the installation stage and through lifelong servicing of the boiler, to save end-users money and reduce the environmental impact of their heating system. This would be easier to achieve if there was a greater understanding of the value of these measures, explains Darren McMahon, Marketing Director at Viessmann.
As customers don’t generally know what they should be getting from a new boiler installation, or from having it serviced, naturally there is a tendency to focus on price. We see that it’s getting tougher out there to compete. The time has never been better for installers to improve their own knowledge and skills, therefore, and to persist in educating customers on the importance of new boiler performance and efficiency measures, throughout the life of the boiler and with the support of manufacturers. By offering a truly excellent and personalised customer service, installers can differentiate their offer in the local marketplace.
Specification and installation
Encouraging a conversation about holistic system efficiency and total cost of ownership may occasionally be difficult and not appropriate for a combi swap, but we do increasingly hear about changes in public mood, e.g. the Blue Planet effect, that point towards homeowners being prepared to consider how they can reduce their contribution to the world’s carbon emissions.
As part of your install, there’s no doubt that most of you are explaining the benefits of additional efficiency measures and evaluating whether a power flush, deaerator or magnetic filter are needed, as we see the evidence on social media.
However, we would also recommend additional discussions with homeowners to explain all the options and considerations, such as, does the system require hydraulic balancing to ensure that all radiators in the system are supplied with exactly the right amount of heat at the same time? Would larger, replacement radiators allow for a more efficient, lower temperature modulating system? Would the property benefit from divicons, mixers, and zoning? In doing so, you could help the customer understand not only the value involved in these areas, but also how that affects your quote compared to the standard price-driven competitor one you might be up against.
Whatever Boiler Plus intervention, if stipulated, is being used, a thorough explanation and why measures such as weather compensation could have a positive effect on fuel bills over the life of the boiler, will increase satisfaction in having made the right decision. Via the Viessmann UK YouTube channel, you can watch informative videos on weather compensation controls to support you.
Customers will have confidence in the installer who provides expert advice on low-loss headers, the importance of correct sizing of pumps, the location and legality of condensate pipes, and the cleanliness and treatment of the water in the system. This goes a step further than the usual: does the customer fully understand what they can do with the boiler controls? It’s where manufacturer training courses are instrumental, many of them are free to access.
When it comes to system boilers in regular family houses, questioning the required kilowatt output could result in a smaller and more affordable boiler being specified and in reduced running costs. Historically, boilers have been oversized. The average heat loss for a UK property is no more than 6 to 8 kW yet most system boiler ranges start at an output of around 19 kW. Viessmann has recently introduced the lowest output system boiler on the market, the Vitodens 200 11 kW boiler, which modulates down to 1.9 kW. For many homes 11 kW will be enough and with weather or load compensation, the annual running costs will be cut dramatically.
Servicing
Another observation is that customers don’t understand the crucial difference between a boiler safety check and a boiler service. They can sign-up to monthly payment servicing contracts assuming they’ve done all they should to guarantee the health of the boiler but not really knowing what they’re going to get.
Installers can build trust by explaining that if their service engineer simply fits an analyser to the front of the boiler and checks the flue-gas products in a visit that takes only 15 to 20 minutes, the boiler will have had only a basic check for safety. Suddenly, that price doesn’t look so attractive, does it? Viessmann provides a 10-step annual boiler service checklist for heating engineers maintaining its boilers. This ensures the boiler will have been thoroughly cleaned, with all system components, such as the expansion vessel, checked to ensure the boiler is performing well and will last as long as it should.
The chances are, customers are not comparing apples with apples when evaluating different boiler replacement quotes. Should we expect them to know how to? Professional, customer-focused installers have a sense of ownership of the install and the customer, through the life of the boiler and the motivation to provide the personal touch. You are well-placed to advise customers what they really need and why. This is the kind of ‘added value’ that wins customer loyalty and helps installers to compete on more than price alone and Viessmann is able to support you with free training and information resources.
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