Southernphc augsept2017 issuu by Day Atkins

August | September 2017

Building Homes for Heroes page 6

Water Heater Round Up page 10

Handling Different Personality Types page 29

Sales Primer: Increase Your Closing Ratio page 21

Change Service Requested Southern Trade Publications P.O. Box 7344 Greensboro, NC 27417 southernphc.com

To request information, see page 31.

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Introducing Navien Ready-Link wall or rack manifold systems ®

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To request information, see page 31.

table of contents Building Homes for Heroes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Water Heater Round Up. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 People . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Persuading Various Personality Types by Nido Qubein . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 New Products. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Ten Ways Contractors Give Back by Matt Michel. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 How to Increase Your Sales Closing Ratio by Ruth King . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Industry News . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

On the Coverâ&#x20AC;Ś Army Staff Sergeant Clark pictured on the cover with Bart Manning of Air Treatment, Inc. was the 100th recipient of a home provided mortgage free by Building Homes for Heroes.

August | September 2017 Southern PHC is a bi-monthly publication devoted to the best interests of the plumbing, heating and air conditioning contractors and wholesalers in the South. News and articles from readers and friends are welcomed. Content Brad Cheek Columnists Nido Qubein Matt Michel Ruth King Chris Burritt Graphic Designer Deborah Hosterman Web Administrator Mary Ann Guinn Accounting Manager Pam Spanolia Social Media Natalie King Videographer Stephen Kulin

For advertising information, call (336) 235-3084 Published by: Southern Trade Publications P.O. Box 7344 Greensboro, NC 27417 336-235-3080 / 877-496-0676 FAX President Day Atkins SPHC is dedicated to serving contractors and wholesalers in the 14 southern states from Texas to Virginia. Have You Moved? Please send new address to Southern Trade Publications with the old mailing label Subscription Rates for Non-qualified Subscribers: Single Issue $2, One Year $10, Two Years $18 Published Bi-Monthly by Southern Trade Publications Greensboro, N.C. POSTMASTER â&#x20AC;&#x201D; Please forward change of address notices to Southern Trade Publications P.O. Box 7344 Greensboro, NC 27417

www.southernphc.com Volume 71 No. 4 4 Southern PHC | southernphc.com

HOW DO YOU IMPROVE THE ROOF TOP REPLACEMENT EXPERIENCE?

Deliver a Direct Fit™ Introducing the YORK® Direct Fit™ rooftop replacement series Easier is better. Easier specification. Easier installation. Easier control. YORK® Direct Fit™ units give your customers a better way to replace outdated rooftop units — no curb adapter required. Every Direct Fit™ model is compatible with our Verasys™ plug-and-play control solution for enhanced performance, and comes standard with easy-to-use Smart Equipment. And with multiple configuration options and industry-leading quality, the choice is even easier.

Visit YORK.com/DirectFit to learn more. To request information, see page 31.

Building Homes for

Heroes

6 Southern PHC | southernphc.com

ur nation is allowed to exist in security and freedom thanks to the service members and veterans who have sacrificed more than we can possibly imagine. Our country values these sacrifices immensely, as it is difficult to even fathom how to say thank you in an appropriate and fitting manner. For this reason, it is refreshing to hear stories of veterans receiving gratitude upon returning home from service. One example of making an exceptional effort to repay exceptional veteran sacrifice comes from within the PHC Industry. Johnson Controls and their York Air Conditioning brand have partnered with the nonprofit Building Homes for Heroes to return thanks on a large scale. Building Homes for Heroes places qualifying injured veterans into new and newly-renovated mortgage-free homes. Johnson Controls and York coordinate with local distributors and contractors to donate and install new HVAC systems. The 100th home of the program was received by Army Staff Sergeant Sharon Clark of Greensboro, NC, in December of 2016. The HVAC system was donated by Virginia Air Distributors, Inc., and installed by Air Treatment, Inc., of Greensboro. Having lived in the house for over half a year, Southern PHC, Air Treatment and Virginia Air wanted to check in with SSG Clark to gauge the impact her new home has had on her reacclimation to life stateside. “This gift has impacted me tremendously,” SSG Clark states. “Where I lived before, there was always something going on. There were always sirens going off from firetrucks and police cars.” SSG Clark qualified for Building Homes for Heroes because she suffers from post-traumatic stress disorder which she developed while serving in Iraq. As a result, sudden and loud noises, which put her on guard, are very upsetting, as they remind her of combat sounds. Her biggest source of anxiety came from living in close proximity to the local baseball stadium. “Every Friday night it seemed like they had fireworks...that scared me a whole lot.”

Living in her new home has been a different experience, one which has really helped with her readjustment to civilian life. “Moving here has been quiet,” she says with a smile. “I haven’t heard any sirens, I haven’t heard any fireworks. It’s been tremendous for me to be able to just relax and not be on guard about everything.” When describing why he became involved with this initiative, Bart Manning of Air Treatment put it very clearly. “I think we just want to give a little something back to a sector of the country that has sacrificed so much for the rest of us. It is important that our industry and everybody supports our soldiers.” “I agree 100 percent,” adds Paul Campbell of Virginia Air. He continues by describing how his company and Manning’s became involved with putting Clark into her new home. “Johnson controls contacted us and wanted to see if there was a contractor we work with who might be interested in par-

ticipating. Bart was the first person I thought of because the character of his company and the reputation they have would be a good fit.” “I guess you can say blessings come down,” SSG Clark says with gratitude as she reflects on what Air Treatment, Virginia Air, Johnson Controls, York, and Building Homes for Heroes have done, illustrating their appreciation.

“It's been tremendous for me to be able to just relax and not be on guard about everything.” Staff Sgt Sharon Clark

Above: SSG Sharon Clark with Paul Campbel of Virginia Air. Opposite page: SSG Clark with Bart Manning of Air Treatment, Inc.

Southern PHC | southernphc.com 7

Urso Air Systems for U.S.M.C. Lance Corporal Arturo Weber This past spring, Urso Air Systems joined other local contractors and

“It's an honor

Building Homes for Heroes at a Welcome Home ceremony in Hawthorne, CA for United States Marine Corps Lance Corporal Arturo Weber.

to donate our

“Working with programs like Building Homes for Heroes gives our company an opportunity to give something back to people who have served

services to help

and made sacrifices for our country. It's an honor to donate our services

make the life of

comfortable.,” said William Urso, owner of Urso Air Systems.

to help make the life of Lance Corporal Arturo Weber and his family more

Lance Corporal Weber and his family more comfortable.” William Urso

Speedtown Comfort Heating and Cooling for Army Sergeant First Class Gary Pearson Speedtown Comfort Heating and Cooling participated in a similar event in Avon, IN for Army Sergeant First Class Gary Pearson this past June. “Speedtown Comfort was overjoyed when asked to help on this project. When we got the call, there was no hesitation to help one of our brave veterans who give us the freedom to live in a great country,” said Tony Wilson, vice president, Speedtown Comfort Heating and Cooling.

8 Southern PHC | southernphc.com

To request information, see page 31.

Cates Heating and Cooling for the family of Army Sergeant Oscar Smith Another

June ceremony saw

Cates Heating and Cooling welcome Army Sergeant Oscar Smith back to his home in Lee’s Summit, MO. “Cates has a long-standing affinity to the military. At one point in our company’s 40-year history, over half of our employees had served in some capacity. This is just our way of saying thanks and giving back,” said Jeff Kiekel, owner of Cates Heating and Cooling.

Southern PHC | southernphc.com 9

water heaterROUND UP sizing up the right fit for the needs of your next customer

When recommending a hot water heater, today’s plumber has quite the task at hand. Available space, demand, and energy options are just a few factors which make each scenario unique. We’ve rounded up the ins and outs of the various heater types on the market by reaching out to providers of each one.

Tank Water Heaters From the Experts at Rheem Tank Water Heaters are the traditional standard in homes, so it's likely that a client's home can accommodate a new one. However, modern efficiency requirements by the U.S. Department of Energy usually dictate more energy efficient technologies for new installations or replacement of existing systems. Regular maintenance includes heating element tune-ups, cleaning of the filter, and draining the tank. Features of Tank Water Heaters: • Electric or Gas Option • Ease of Installation

• Stores Heated Water • Versatility

• Known Technology • Lower Price Point

Condensing Tank Water Heaters From the Experts at A.O.Smith Condensing heaters extract more heat from exhaust gases than a standard efficiency (non-condensing) water heater. They utilize a larger or additional heat exchanger to allow for greater heat transfer from the exhaust to the water. Regular maintenance is similar to that of standard tank heaters, but these also produce a condensation byproduct which must be drained and treated according to local codes. Features of Condensing Tank Water Heaters: • Optimized for Gas • Stores Heated Water • Reduces Energy Waste

• Similar Dimensions to Non-Condensing Units • May Qualify for Rebates

did you know? The testing procedures for the Department of Energy are changing. Water heaters were previously rated by the ”Energy Factor“ or EF. The new rating system will use the term ”Uniform Energy factor” or UEF. The purpose of the new system is to better test newer types of water heaters with a system that will yield a fair comparison. (Information courtesy of Navien.) 10 Southern PHC | southernphc.com

No other manufacturer has anything like it.

Advanced Flow Control™ is exclusive to the Tempra® Plus and unique in the industry. If hot water demand temporarily exceeds the flow rate capacity, Advanced Flow Control™ automatically tempers flow rate to continue delivering hot water at the desired set point. There’s never a cold water “surprise” with Tempra® Plus.

Tempra® Plus Advanced Flow Control™

Other manufacturers

Low Demand

was invented by Stiebel Eltron and

Medium Demand

is found only in our Tempra® Plus models.

High Demand Tempra® Plus supplies hot water.

Other manufacturers run cold.

Made in

Germany

Engineering and manufacturing excellence since 1924

800.582.8423

www.stiebel-eltron-usa.com

To request information, see page 31. Southern PHC | southernphc.com 11

water heaterROUND UP Tankless Water Heaters From the Experts at Navien Unlike tank heaters, Tankless Water Heaters can deliver an endless supply because they only produce hot water when needed. They detect water flow when it is turned on and begin delivering the desired temperature of hot water. However, these heaters are sized to pump out a certain amount of water at a time, so consider simultaneous demands when choosing this option. Maintenance requirements are dependent on water quality, usage, location, and whether water treatment is used. Features of Tankless Water Heaters: • Endless Water Supply • Energy Efficient

• Fits Small Spaces • Can Hang on Wall

• Natural or LP Gas • Typically Long Life

Heat Pump (Hybrid) Water Heaters From the Experts at Bradford White Heat pump water heaters use both heat-pump technology and back-up electric elements to heat water. During heat pump operation, a fan draws heat from the air into a compressor and evaporator to heat refrigerant. Once heated, the refrigerant travels through a coil that fully surrounds the water storage tank. Heat pump water heaters can be used in almost every location one might find a standard electric water heater, as long as there are enough cubic feet in the room from which the heater can draw air. Features of Heat Pump (Hybid) Water Heaters: • Powerd by Electricity •U ses Surrounding Air to Heat Water • Energy Efficient

• Stores Heated Water • Similar Sq. Ft. and Maintenance to Tank Heaters

Point of Use Water Heaters From the Experts at Stiebel Eltron Generally, point of use water heaters are designed for individual sinks with fixtures putting out between .5 gpm and 1.25 gpm. However, the sizing of the point of use water heater depends on the flow rate of the fixture and the amount that the heater needs to raise the temperature of the water. Point of use heaters don't use energy unless water is actively flowing through them, making them very efficient. Short-term maintenance includes checking the intake filter screen for any debris build-up and long-term maintenance may entail flushing depending on the quality of the water. Features of Point of Use Water Heaters: • Powerd by Electricity • Can Hang on Wall • Pumps to One Faucet 12 Southern PHC | southernphc.com

• Very Compact • Only Uses Energy When Water is Flowing

When it comes to heating and hot water, Bradford White is proud to offer the specifier, engineer, mechanical contractor, building manager, and professional installer the perfect commercial solution. With gas and electric tank-type models up to 725,000 BTU/Hr. and 162 kW and boilers and volume water heaters up to 4 million BTU/Hr., Bradford White has the products and technology ready for your largest demands. These American-made commercial water heaters and boilers provide durability, energy efficiency, and exceptional performance in hotels, restaurants, hospitals, schools, universities, public buildings, apartments, health clubs, stadiums, prisons, office buildings, shopping centers, laundromats, and more. Commercial water heaters and boilers from Bradford White - designed and built to satisfy your most extreme heating and hot water demands. To request information, see page 31.

Built to be the Best

â&#x201E;˘

www.bradfordwhite.com

focus on

water heaters

Tankless WiFi Adapter Offers Flexible Installation, Simple Usage

The weather-resistant, Noritz Connect WiFi Adapter offers homeowners flexibility of installation and a simple,

user-relevant interface with their Noritz tankless water heaters. Used in conjunction with the downloadable Noritz Connect application, the adapter allows for the monitoring and adjustment of most current Noritz models. “Instead of overwhelming the user with stockpiles of technical data, we have aimed to create an app that provides only the basics that homeowners care about in a user-friendly menu,” explains Jason Fleming, Vice President Sales and Marketing at Noritz. After downloading the Noritz Connect app onto their wireless devices, home-

owners can take advantage of various remote capabilities, including: • turning the tankless water heater on and off; • viewing and adjusting the setpoint temperature; •checking for error codes; •monitoring energy usage through various indicators: burn time, total plugin time, total combustion time, and total water and gas usage; •detecting scale buildup •adding multiple heaters to the same WiFi account For information, visit wifi.noritz.com.

State Adds Recirculating Pump to Condensing Tankless Model

A.O. Smith Delivers High Efficiency

State Water Heaters has launched a new condensing tankless water heater that integrates a pump for residential hot water recirculation systems. The new condensing tankless model has a simple user interface for easy control and customized operation that both maximizes efficiency and meets demanding hot water needs. The pump connects seamlessly to standard recirculation systems, providing instant hot water in large residential applications with dedicated lines. The new model delivers up to 199,000 BTU per hour, while being environmentally friendly. Yielding a solid Energy Factor of 0.95, the model is ENERGY STAR® qualified. Additionally, the onboard computer modulates combustion to meet ultra-low NOx gas emissions standards. With an industry-leading 15-year limited warranty, the new model is built with commercial-grade materials like marine-grade 316L stainless steel.

A. O. Smith will tap deeper into the high-demand residential hot water marketplace with the Polaris® High Efficiency condensing gas water heater. The Polaris, which operates at a cost-saving thermal efficiency of up to 96 percent, easily installs and pairs with recirculating systems or domestic space heating systems. Compatible with both natural gas and propane, the Polaris features a power direct vent design that fits with PVC, CPVC or Polypropylene (solid core only) through a sidewall or roof. The Polaris can also be paired with an optional concentric vent kit. Additionally, two frontaccess panels give contractors simple access to all serviceable components.

Saniflow’s Compact Sanineutral ® Kit Neutralizes Condensate, Prevents Costly Corrosion in Piping Systems The SANINEUTRAL® neutralizer kit from Saniflo incorporates neutralizing granules to increase the pH of acidic condensate water produced in residential or commercial applications before it reaches the sewer line. Condensate produced by boilers, 14 Southern PHC | southernphc.com

water heaters, air conditioners and other appliances moves through the compact SANINEUTRAL, which neutralizes it to prevent the corroding of drains and sewer systems – damage that could otherwise prove extremely costly to repair.

PREFERRED BY CONTRACTORS

INSTALL MORE. SAVE TIME.

GROW BUSINESS WITH RHEEM® TANKLESS

Rheem® tankless solutions deliver features that prioritize: INSTALLATION •

Built-in condensate neutralizer 2 saves a step and valuable time

•

PVC venting on condensing models reduces install time and cost

•

½" gas line compatibility makes replacing a tank easy

SERVICE •

Innovative design allows you to get to any part with just a Phillips screwdriver

•

Maintenance notification setting lets homeowners know after 500 hours of use to call you for service

Start growing your business. Visit Rheem.com/TanklessInnovation or see your distributor today.

SAVE WATER

—AND INSTALLATION TIME WITH THE RHEEM® MID EFFICIENCY TANKLESS WATER HEATER WITH BUILT-IN RECIRCULATION PUMP

According to a 2015 survey of tankless contractors by Hanover Research on behalf of Rheem. 2Condensing models only. 1

To request information, see page 31.

Southern PHC | southernphc.com 15

Industry News ASHRAE Responds to U.S. Paris Accord Announcement

HOLDRITE® Joins Reliance Worldwide Corporation

The recent decision to withdrawal the U.S. from the Paris Climate Accord does not change or alter ASHRAE's commitment to accelerate the transformation to a more sustainable global built environment. "Now, more than ever, ASHRAE affirms its mission to advance the arts and sciences of heating, ventilation, air conditioning and refrigeration to serve humanity and promote a sustainable world," ASHRAE President Tim Wentz says. ASHRAE recently announced a substantial $1.3 million investment in researching alternative low-GWP (global warming potential) refrigerants.

Reliance Worldwide Corporation today announced that it has completed its acquisition of HOLDRITE®. HOLDRITE designs and engineers a set of products and solutions that are very complementary to those made at RWC. RWC’s SharkBite® and Cash Acme® brands offer pipes, valves, and fittings. HOLDRITE designs secondary pipe supports and alignment brackets, plumbing acoustic isolation solutions, water heater accessories, fitting restraints, firestop systems, drain-waste-vent (“DWV”) solutions, and more. “RWC’s strategy has been to innovate and commercialize solutions that disrupt and transform the industry and make the trade more effective through enhanced job site performance, while also adding value to our distribution channel partners,” said RWC USA CEO Sean McClenaghan. “The addition of HOLDRITE is a perfect complement to that strategy. Together, RWC and HOLDRITE will be able to offer customers something no other competitor has: a total end-to-end solution, meter to fixture, floor to ceiling, from a single manufacturer.” RWC serves markets in the U.S., Canada and Mexico and is part of the RWC Group, which has operations in six countries. The HOLDRITE brand will join RWC’s strong legacy brands, including SharkBite® push-to-connect plumbing solutions, and Cash Acme® water control valves.

Berner Receives AMCA Certifications Berner International has received product performance certifications from the Air Movement & Control Association–International (AMCA), for heating options on two of its architectural air curtain series. AMCA tested Berner’s designer Architectural High Performance 10 and Architectural Recessed 12 Series under its Standard 220 for steam, hot water and electric coil heating options. Berner is the only manufacturer to offer steam and hot water coil heating options in addition to its patented VTH Venturistyle electric heater.

Construction Employement Increases in Many Metro Areas Construction employment increased in 243 out of 358 metro areas between May 2016 and May 2017, declined in 59 and stagnated in 54, according to a new analysis of federal employment data released by the Associated General Contractors of America. Riverside-San Bernardino-Ontario, Calif. (16,500 jobs, 18 percent) added the most construction jobs during the past year, followed by Tampa-St. Petersburg-Clearwater, Fla. (9,100 jobs, 13 percent); Atlanta-Sandy Springs-Roswell, Ga. (7,900 jobs, 7 percent); Las Vegas-Henderson-Paradise, Nev. (7,500 jobs, 14 percent); and Los Angeles-Long Beach-Glendale, Calif. (7,000 jobs, 5 percent). The largest percentage gains occurred in the Lake Charles, La. metro area (24 percent, 4,500 jobs), followed by Lewiston,

Idaho-Wash. (23 percent; 300 jobs); Detroit-Dearborn-Livonia, Mich. (19 percent, 4,100 jobs) and Riverside-San BernardinoOntario, Calif. (18 percent, 16,500 jobs). The largest job losses were in Houston-The WoodlandsSugar Land, Texas (-5,300 jobs, -2 percent), followed by Middlesex-Monmouth-Ocean, N.J. (-3,400 jobs, -9 percent), Pittsburgh, Pa. (-2,900 jobs, -5 percent) and MilwaukeeWaukesha-West Allis, Wis. (-2,400 jobs, -8 percent). The largest percentage decreases for the year were in Danville, Ill. (-17 percent, -100 jobs); Casper, Wyo. (-15 percent, -500 jobs); Grand Forks, N.D. (-15 percent, -600 jobs); Charleston, W.Va. (-12 percent, - 900 jobs); Bay City, Mich. (-9 percent, -3,400 jobs) and Middlesex-MonmouthOcean, N.J.

Danfoss Opens Customer Application Development Center in Florida Danfoss, a manufacturer of high-efficiency electronic and mechanical components, controls, compressors, and variable frequency drives for air-conditioning, heating, refrigeration, industrial, and water systems, recently celebrated the grand opening of its “Engineering Tomorrow” Application Development Center in Tallahassee, Florida. A state-of-the-art laboratory, Danfoss’ new customer Application Development Center features three fully-automated 16 Southern PHC | southernphc.com

test facilities capable of accommodating residential and commercial air-conditioning and heat pump equipment, including rooftop units. Additionally, the lab test mildly flammable refrigerants at global nameplate voltages. Globally, Danfoss has a network of Application Development Centers to provide industry partners with a collaborative laboratory environment and the application expertise necessary to meet challenges.

Industry News Battleship North Carolina Buys Outdoor Cooling System For “Mr. Roberts” The Battleship USS North Carolina purchased a Power Breezer outdoor cooling system, just in time for the July production of “Mr. Roberts” by Thalian Association Community Theatre on the ship’s deck. This is the same system used by the military and professional sports teams to cool sidelines. “We wanted to make sure that

guests at all of our events in the summer have the best experience possible, so we did some research to see how we could make that happen,” said Executive Director Captain Terry Bragg. “We were excited to see how the Power Breezer worked and were really pleased at how quickly and effectively it cooled down the Battle-

ship’s fantail. We think our guests will be too.” “Producing a show outdoors always has its unique challenges,” said Thalian Theatre Executive Director Susan Habas. “We’re grateful that our partners in this production invested in making the experience for our audiences even better.”

Great Water Tech Announces Test and Treat Campaign

Mitsubishi Residential System Receives ENERGY STAR® Award

Great Water Tech has launched a new “Test and Treat” initiative, developed in response to the increasing number of state legislatures that are working to address the issue of lead contamination in schools across the nation. Since the Flint, MI water crisis, lead pollution has come under increasing scrutiny, especially in older neighborhoods and educational facilities. The “Test and Treat” Campaign, using FolmarTM Pipe Protection – a NSF 60 certified, silicate-based corrosion and scale inhibitor – is a safe, proven, reliable, and cost-effective solution to lead contamination. Schools can implement FolmarTM Pipe Protection in their facilities for as little as $232 per month, providing building-wide protection that surpasses EPA lead and copper standards. Implementation time is 1215 weeks with the initial 30 customers having fully treated systems in their schools by fall 2017. To learn more, visit http://greatwatertech.com/.

Mitsubishi Electric US, Inc. Cooling & Heating Division (Mitsubishi Electric), a leading manufacturer of Zoned Comfort Solutions™ and Variable Refrigerant Flow (VRF) cooling and heating systems, has been recognized by the U.S. Environmental Protection Agency’s ENERGY STAR® program. Several Mitsubishi Electric residential systems have received the designation of ENERGY STAR Most Efficient 2017, which identifies and promotes energy efficient products in the marketplace. Mitsubishi Electric had 56 qualifying systems, in a range of capacities, across the M-, P- and S-Series product lines. The qualifying M-Series models include select systems from the FH, GE, GL, FE and KJ product lines. The qualifying P-Series models include select systems from the PUZ and PUY product lines. The qualifying S-Series models include select systems from the PUMY product line.

JD7 to Rebrand to Aquam Pipe Diagnostics JD7, a subsidiary of Aquam Corp., is rebranding to Aquam Pipe Diagnostics, effective immediately. The new company name, logo and corporate structure will allow for greater market penetration for its technology and services, as well as new product license agreements and distributors.

Aquam Pipe Diagnostics technology is used globally for potable water, gas and industrial pipeline investigations focusing on asset assessment, pipeline CCTV and in-line leak detection. The products are sold through a network of distributors and are available for field services for asset owners, municipalities or contractors via approved licensees. Southern PHC | southernphc.com 17

Industry News Registration Plumbing Design Technician Exam Opens For plumbing system designers early in their careers, the American Society of Plumbing Engineers (ASPE) offers the Certified Plumbing Design Technician (CPDT) designation to recognize those who have achieved professional competence in plumbing design at the technician level. To achieve the designation, a candidate must pass the CPDT Exam, held at testing sites around the country on October 5 and 6. Registration for the 2017 Exam is now open. The CPDT program encourages plumbing designers to become lifelong learners and participate in a continuing program of professional development to attain the CPD designation. More information on the CPDT program can be found at aspe.org/cpdt or by contacting certification@aspe.org.

Hamat Group Acquires Houzer, Inc. Houzer is pleased to announce that it has recently been acquired by Hamat Group, a leading Israeli manufacturer of kitchen and bathroom faucets, fireclay sinks, luxury showers, shower stalls and ceramic sanitary products. “It has been our desire to bring our wide array of high quality kitchen and bath products to the US market. We saw Houzer’s status as a respected brand with a solid infrastructure and established customer base as the best way to market and deliver to the US market” said Hamat Group CEO Roy Regerman. For over 3 decades Houzer Inc, based in Hamilton, NJ, has been recognized as a leading manufacturer of premium quality, high-performance sink solutions. Hamat Group is a public entity, traded in the Israeli Stock Exchange since 1993 as a Holding Group consisting of four subsidiaries: Hamat, Hamat Showers, Harsa and Lipski, each company is a leading brand in its own cateogry. 18 Southern PHC | southernphc.com

Rheem Opens Water Heating Divisional Headquarters in Georgia Rheem® celebrated the grand opening of a new headquarters for its Water Heating Division on June 19 in Roswell, GA. The 39,000 square foot building is just 10 miles from the company’s corporate headquarters in Sandy Springs, in northern Fulton County, part of the Atlanta metro area. The cornerstone of the headquarters building is a 10,000 square foot digitally-forward Innovation Learning Center that will educate plumbers and contractors from around the southeast. The high tech, hands-on center, one of five the company is opening across the U.S. and in Canada this year, includes interactive classrooms, a live demonstration room where equipment can be broken down and reassembled, virtual reality labs for diagnostic training, as well as a state-of-the-art product showroom that showcases the company’s latest ener-

gy efficient water heaters, pool heaters, boilers and HVAC equipment. “This building and training center are reflective of Rheem’s commitment to innovation and to business growth – for both us and our partners,” said Rich Bendure, executive vice president, Rheem Water Heating. “This is a very dynamic time for our industry and investing in the trade through training is not just a smart business decision, it’s an investment in the future.” With the opening of the divisional headquarters building, more than 300 employees will be based in the Atlanta area. “We chose the location in North Fulton because it is central to our local team and to many of our customers. It is also easily accessible from the Atlanta airport, which is critical as we bring in groups each week for training,” said Bendure.

Sioux Chief to Focus on Production Challenges Sioux Chief Manufacturing has formed of a new Production Control Team in a continuing effort to maximize efficiency and combat some recent shipping and production challenges. The new department is made up of people who had been working in various other positions in the company. “We were able to choose individuals from several different departments at Sioux Chief, all of which have very exciting talents to draw from,” said Browne. “Team members will be able to focus on what they really excel at doing, which not only helps the department perform better, but lets them do what they do best every day.” The anticipated move of Sioux Chief’s production facilities, scheduled to continue over the summer, poses some unique challenges for the new team. Working under Browne, and in addition to Thornton, the Production Control Team includes a Continuous Improvement Manager, Inventory Control Manager and Master Scheduler, each leading a team focused on making the production and shipping of Sioux Chief products as seamless and efficient as possible.

Award-Winning American Standard and DXV Brands Invest in Design and Innovation American Standard and DXV have opened a new industrial design studio in New York City, as well as the addition of four new designers to the LIXIL design team. “Moving their design studio to New York provides direct access to an unparalleled talent pool of gifted design-

ers to reach their mission of innovative, inspired design.” The industrial design team will continue to use its industrial design studio opened in 2015 at the company headquarters in Piscataway, N.J., to facilitate communication with the marketing and engineering teams.

To request information, see page 31. Southern PHC | southernphc.com 19

Products

Little Giant® VCMX-20 Series of Condensate Pumps Simplify Process to Save Contractors Time littlegiant.com Franklin Electric Co., Inc. (NASDAQ: FELE) offers the Little Giant®VCMX-20 Series of Condensate Pumps for the automatic collection and removal of condensate from air conditioning, refrigeration, and dehumidification equipment when gravity drainage is not possible or practical. What makes the VCMX-20 Series unique is that it was designed to be the easiest condensate pump on the market to install, service, and/ or replace – thus allowing contractors to quickly install the pump and get on to other jobs. Its slim 4.8-inch by 10.2-inch by 6.5-inch footprint allows for installation

of the pump with a new VCMX-20 Series, zero tools are

flexibility in tight areas, while a unique mounting bracket

needed for installation, making the replacement process

slips onto the pump for easy mounting and removal.

even faster.

The pump has multiple features that are contractor

The VCMX-20 Series has a pumping performance of

and application friendly, such as: a 1/4-turn check

up to 84 gallons per hour and is offered in both 115 V 60

valve that allows for servicing without the removal of

Hz and 230 V 50/60 Hz models. An optional anti-sweat

tubing to eliminate water spills; an external overflow

sleeve is available for applications where high humidity

switch for automatic high level water detection; an

causes condensation on the outside of the tank. In

external test lever that allows for quick testing of the

addition to normal condensate applications, the unit is

pump so the contractor can be sure it’s ready to work

suitable for high efficiency oil and gas-fired condensing

properly and provides the ability to easily drain the tank

furnace and condensing boiler equipment.

when needed; and rubber feet to absorb vibration and reduce noise on hard surfaces. During a replacement

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Management & Marketing

How to Increase Your Sales Closing Ratio By Ruth King

Selling is the last function of marketing. Unfortunately sales and marketing are often at odds. Marketing gets the leads to the sales people and the sales people go to presentations which do not close and blame the leads. It may be marketing's problem. It might also be the sales person's problem. The best solution is to maximize both sales and marketing activities. The higher your sales person's closing ratio the lower the number of leads he needs. Using this logic, you want to do everything you can to increase the number of sales from the fewest leads. Let's look at maximizing the effectiveness of the sales person using a method you may not have thought about. Sales people, has this ever happened to you? You spend your valuable time travelling to a prospective customer’s home to give them a proposal for a new system, and it feels like everything went great. They say they’ll call you the next day, and then NOTHING. You don’t hear back from them. Those “prospect discovery meetings” take a lot of time and energy out of our week. And then to have a certain percentage of the people fade away. It's so frustrating. You blame marketing for a bad lead. You don't blame yourself or look at what else you could have done in your presentation. The reason you never hear back is that your prospective customer didn't trust you. There was something in your presentation, your proposal, the way you asked questions, or something else you did that made the customer not believe you. And, you might not have even realized that you did it! Stop blaming marketing for something you

might have done. After you haven't heard from the customer you call back to find out whether they made a decision. They usually avoid you (one of my favorite sales trainers, Larry Van Sant (larry. vansant@sandler.com), calls it going into the witness protection program). If they answer your call or email, you probably discover that your prospect

Trust is the issue. Stop blaming marketing. Discover how to and start building trust with your new customers. went with your competitor's proposal. The reason they give you is rarely the real reason. Price is what is usually said. And, it may be true that your competitor had a lower price. But, how many times has your price been higher and you won the job? Like most sales people, you probably are really friendly and likeable. You know you’re honest and trustworthy. But, but let’s face it: not only do your prospects not know that, they automatically assume you’re not! And, because of that and something that you did that you may not even be aware of in your presentation, you lose sales to “the other guys.” Think about it. It’s natural for people to have some degree of skepticism. They don’t know you. They have no reason to trust you, and they’re afraid of you because of all those contractor

Ruth King is a management consultant and trainer to the Plumbing and HVAC Industry. To purchase Ruth’s new book, The Courage to be Profitable, go to www.thecouragetobeprofitable.com.

“horror stories” out there! And the truth is – every plumbing and HVAC contractor in your area has these same trust problems! Trust is the issue. Stop blaming marketing. Discover how to and start building trust with your new customers. How? A book can help solve some of your trust building issues. Why write a book? As long as it is designed to naturally overcome people’s apprehensions it proves that you’re legitimate. A book can dissolve their skepticism and doubts. A book can leverage and maximize your time because it should simplify and short the sales process while educating your new customers! And most important, because you’re now the author of an informative book, and not just a cheap brochure like everybody else has, it positions you as a trustworthy and respected advocate. When people trust you they buy from you and you don't have to be the low price guy. Now you are going to tell me that I'm crazy because you hate to write, you don't have time to write, and that even if this book could build trust, you can't make the time in your schedule to create it. So, get it written for you with you as the author. To find a great one that has helped contractors close more sales, go to www.HVACTrustBook.com. A book gives you the absolute advantage any contractor could have against their competition. And, it could help sales stop blaming marketing for poor leads. Ruth King is the author of The Courage to be Profitable. For more information go to www.TheCouragetobeProfitable.com or email rking@ontheribbon.com. Southern PHC | southernphc.com 21

Products

H2O Degree Introduces Advanced Cloud-Based Leak-Detection Reporting h20degree.com H2O Degree's latest advancement in cloud-based, leak-detection reporting works in tandem with H2O Degree’s wireless water meters, and are effective in helping apartment building owners cut average daily consumption as much as 50% in some cases. H2O Degree’s two-way mesh submetering system detects water leaks for a single apartment down to individual point-of-use entry locations (toilet, shower, etc.) throughout the property. An easy-to-use dashboard features a variety of user selections and provides insight into reducing vacant utility cost and limits the possibility a high water bill caused by leaks. Learn about H2O Degree’s submetering and leak detection system at www.h2odegree.com.

SJE-Rhombus® Expands NEX Series® Control Panel Product Line sjerhombus.com SJE-Rhombus® announces the expansion of the NEX Series® control panel product line to include single phase duplex models. The single phase duplex control panel alternately controls two single phase pumps; this alternating action equalizes pump wear. If an alarm condition occurs, an alarm switch activates the audible/visual alarm system. This system provides override control should either pump fail. Universal pump voltage and control/alarm power allows the control panel to handle three voltages (120/208/240V). To learn more, visit www.sjerhombus.com.

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Marketing & Technology

10 Ways Contractors Give Back By Matt Michel

Do you feel the obligation to give back to your community? After all, it’s your community that supports your business. Here are 10 ways contractors give back. 1. Practice Affinity Marketing Affinity marketing helps your business grow without hindering your bottom line for a win/win approach. After all, if the business does not prosper, it cannot support the community. With affinity marketing you fund a cause, charity, or group whenever supporters and patrons of that group do business with you. For example, you could establish an affinity marketing program with a homeowners association (HOA). Whenever you perform service work in the HOA’s neighborhood you donate $10 to the HOA. You might donate more for a change out. The HOA leadership is responsible for communicating the program to its members. This becomes a tacit endorsement of your company. Neighborhoods are easy because they have tightly defined geographies. For entities lacking a geographic boundary you might need to provide the leadership with a coupon or card that can be turned into your technician or plumber or simply have them offer the charity name at the time service is requested. Affinity programs work with PTAs, animal shelters, churches, sports groups, booster clubs, etc. At the end of this column you will find information on how to get a free copy of the Comanche Marketing Guide to Affinity Marketing. 2. Offer Sanctuary Agreements One form of affinity marketing is the sanctuary agreement, first created by the late Tom McCart. Prepare a special

service agreement that can be mailed in. For every agreement received, you will donate $10 to a church’s building fund. The pastor or church leadership is responsible for communicating the program to the congregation. 3. Ask For Customer Names As your business makes a name in your community, you will get pestered for donations. Require requests in writing along with the names and addresses of three customers who support their charity. This approach was developed by Robert Wilkos, a Florida contractor turned consultant. According to Robert, word gets around. People who want your support start doing business with you. 4. Wrap a Truck for Charity Pink charity trucks were pioneered by Texas contractor, Ben Stark. Ben wrapped one truck pink, earned the endorsement of a breast cancer foundation, and donated 2% of the net profit from that truck to the organization. It generated tremendous PR and advertising. When Ben shared his success on the Service Roundtable, contractors across the country took up the practice. 5. Give Away Equipment While it is often done through a local trade association, individual contractors will work with their suppliers to provide a free furnace, air conditioner, or water heater to a deserving indigent. These result in heartwarming stories that make everyone feel good. Share them on social media, write them up on your website, and contact the local TV station. 6. Give Away Service Some contractors give technicians and plumbers the option to donate a service call every now and then if the

Matt Michel is the CEO of the Service Roundtable (www.ServiceRoundtable.com), the largest business alliance in the plumbing, heating, and cooling industry. You can reach Matt by email at matt.michel@serviceroundtable.com, toll free at 877.262.3341,or follow him on twitter as ComancheMktg.

circumstances merit it. Require your approval and limit it to one or two calls per tech per year. 7. Start a Food Drive Another popular activity with contractors is food drives around the holidays. Give a dollar off of service for every can of food donated, up to $10. Collect the food and deliver it at a local food bank. Call a local TV station when you deliver the food. Take pictures for your website and social media. 8. Adopt-a-Spot If your community has a program, adopt-a-spot and pick up trash one morning a month. It takes 30 minutes with three or more people. Find a busy road with a low speed limit and traffic light at one end. Wear company t-shirts with large logos front and back. Make sure you get signage crediting your company. 9. Give Volunteer Days Encourage your team to volunteer. Give them a day or two every year when they can volunteer to read to children, work a food bank, build a house, etc. Require them to wear company apparel and get pictures for social media. 10. Join a Service Club Join a service club like Rotary, Lion’s, Optimist’s, Kiwanis, or Civitan. These clubs meet over breakfast or lunch and are great vehicles to personally give back. Plus, they are populated with community centers of influence, the people others call when they need PHC service.

Need a speaker for your contractor meeting? The Service Roundtable will provide speakers anytime, anywhere, at no cost for an audience of contractors. Call 877.262.3341. or visit www.ServiceRoundtable.com. Southern PHC | southernphc.com 25

People

ASHRAE Announces New President for 2017–2018 ASHRAE introduced its 2017-2018 president during its Annual Conference in Long Beach, Calif., which was held June 24-28. ASHRAE’s new president is Bjarne W. Olesen, Ph.D., Fellow ASHRAE. At his inaugural address, Olesen announced his term’s theme will be “Extending Our Community.” Through this theme, Olesen will focus his time as the Society’s leader on extending ASHRAE’s global community, technological horizons and overall value to the Society’s members. “The tremendous amount of volunteer work that occurs within ASHRAE is unique compared to other societies,” says Olesen. “The time ASHRAE

volunteers dedicate to the Society is incredible, and the dedication of our 2017-2018 officers will strengthen our Society’s knowledge base, community reach and ability to shape a more sustainable world. I look forward to working with my fellow ASHRAE officers and members this year to extend our global community, adapt to new technologies and embrace our shared needs and objectives.” In addition to serving as the Society’s president, Olesen will continue to serve as a professor at the Technical University of Denmark. During his term, he will also serve as chair of ASHRAE’s Board of Directors and Executive Committee.

Alex Alexandrou Named Chief Information Officer for LIXIL Americas Alex Alexandrou has been named chief information officer for LIXIL Americas, home to the American Standard, DXV and GROHE bath and kitchen brands operating in the Americas region. In this position, Alexandrou will be charged with managing corporate-wide strategy and long-term planning for all information and related technologies. Alexandrou will report directly to LIXIL Americas CEO and President, Steven Delarge. Alexandrou joins LIXIL with 20 years of experience. Prior to joining LIXIL, Alexandrou served as vice president of Global IT, Digital Marketing & Customer Engagements Systems for D&M Holdings. Prior to that, Alexandrou worked for Newell Brands, where he led the implementation of a new global IT enterprise e-commerce strategy throughout the company. Alexandrou holds a B.A. in computer science from Queens College of the City University of New York.

Uponor Names Jon Sillerud Vice President of Operations Uponor North America named Jon Sillerud as vice president of Operations for Uponor North America Sillerud joined Uponor in September 2015, serving most recently as senior director, Operations. In this new role, he will oversee manufacturing, maintenance, quality, process engineering, and real estate, security and safety. Sillerud has proven leadership abilities to implement change and deliver results with a focus on motivating organizations to deliver continuous improve26 Southern PHC | southernphc.com

ments in process, quality, productivity and cost. He has more than 20 years of expertise in operations management, lean manufacturing, strategic planning, executive leadership, supply chain management, and quality management. Sillerud is a distinguished honor graduate from the U.S. Army Flight School with a certificate in Contract Management from the University of St. Thomas, a Bachelor of Science in Industrial Technology, Manufacturing Concentration, and a minor in Business.

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People

PMI Names Trade Association Leader Kerry Stackpole CEO and Executive Director

Plumbing Manufacturers International (PMI) announced that it has appointed Kerry Stackpole, FASAE, CAE, as Chief Executive Officer and Executive Director. Most recently, Stackpole served as an advance team leader for the Executive Office of the President, working both domestically and internationally to execute events on behalf of the President and Vice President of the United States. Prior to the White House, he was President and CEO of Printing and Graphics Association Mid-Atlantic, crafting the association's award-winning marketing campaign and driving its merger with Printing Industries of Virginia. He has also served as CEO of four other trade associations and as an interim CEO and strategy consultant to professional groups. Stackpole is a Certified Association Executive (CAE) and Fellow of the American Society of Association Executives (FASAE). He holds a Master of Education in Organization and Management Development from Cambridge College. 28 Southern PHC | southernphc.com

A. O. Smith Names New President, GM of Water Heater Operations A. O. Smith Corporation today announced the appointment of David R. Warren as president and general manager of its North America, India, Europe, and Export (NAIEE) water heater operations. In this role, Warren will have profit and loss responsibility for the 10 brands that make up the operation. He will oversee the unit’s 4,500 employees at facilities in the U.S., Canada, India, Mexico, the Netherlands, Turkey, and the UK. “Dave brings extensive domestic and international experience to his new position,” President and Chief Operating Officer Kevin J. Wheeler said in making the announcement. “He has worked in a wide variety of functions and is very familiar with our customers and our global water heater markets.” Warren has served as vice president of the India, Europe, and export businesses, overseeing the company’s international water heater operations in Europe,

and water heater and water treatment operations in Turkey and India. He also was responsible for the company’s export water heater activities. Warren is a graduate of the University of Minnesota with a bachelor’s degree in sales and marketing and has taken courses in international business from Franklin University-Switzerland in Lugano, Switzerland.

Simons Leads Laars Heating Systems

Bradford White Corporation has appointed Rich Simons to the position of Vice President and General Manager for its subsidiary, Laars Heating Systems. Prior to joining Laars, Simons held several high level positions with Honeywell International including, most

recently, Director, Combustion Channel Management, Americas where he developed commercial and industrial distribution partner channel strategies. Previous roles included product management and engineering management where he led both design and engineering teams on multiple initiatives. Rich has been closely associated with the boiler industry for most of his career. He brings to Laars over 30 years industry experience with numerous awards and patents to his credit. Simons earned a BS in Engineering with a major in Electrical Engineering and Physics from Case Western Reserve University and an Executive MBA from the University of Minnesota - Carlson School of Business. His responsibilities at Laars Heating Systems will encompass the overall operation of the business, strategic direction, and financial results.

Sales & Management

Persuading Various Personality Types By Nido Qubein

Nido Qubein is an international speaker and consultant and president of High Point University. Write to High Point University, 833 Montlieu Ave., High Point, NC 27262-3598, or call visit his website at www.nidoqubein.com.

Learn to recognize and work with different personality types if you want to master the art of persuasionâ&#x20AC;&#x201C;and selling. There are eight different types of personalities: 1. The Balkers. These people are indecisive. They can't make up their minds. It takes a lot of patience to deal with them. Sooner or later, you have to force the issue by asking, "What would keep you from signing the agreement letter today?" 2. The Talkers. You can control the talkers by asking questions to keep pulling them back on track. Use simple questions they can answer "yes" or "no." 3. The Clams. Keep drawing them into the conversation with questions to make them talk. Ask for advice, or for their opinions. 4. The Skeptics. With the cynics, use a lot of raw data. Pour on the proof statements and documentation. Keep getting agreements as you go along. 5. The Sarcastic Souls. Sometimes they're hard to take, but keep your cool. Find out what's behind their sarcastic remarks. Laugh at their sarcasm -- all the way to the bank. 6. The Egotists. Resist the temptation to tell them off. Feed their egos by asking their opinions and giving them compliments. Win them over by giving in on all minor issues. 7. The Bullies. They get their way by acting tough. Be nice, but stand your ground. Don't run, don't fight -- just stand. 8. The Timid Ones. Take it nice and slow, don't rush them. Concentrate on building their confidence.

You have to deal with different types of people in selling your products and services. The better you become at discovering and dealing with each of the different personality types, the more successful you can be. Remember, clients always do things for their own reasons -- not for yours or mine. You're thinking: I wish this prospect would go ahead and make a decision...I need this agreement... Besides, I've got another appointment! But the client keeps thinking: Why should I spend this much money? Is this the best investment I can make right now? What's the big rush? If you want to move an evasive client to action, you have to give that client a strong benefit for acting promptly. And, here's where you can usually separate the amateurs from the real pros. The amateurs start thinking about discounts -- "I'll give you 10% off if you'll go ahead and sign the agreement today!" But that's not visionary salesmanship, not the high level strategy that works effectively with people who are buying your professional skills. In fact, it often creates precisely the opposite effect from what you want. The client starts thinking: "Maybe this person is not such an expert, after all! He or she must not have much business! Maybe I'd better take a closer look at this whole thing!" Real professionals take the opposite approach. They focus on the client's key benefit for buying immediately. For instance, if the client's problem is

costing X number of dollars a month, the real expert will talk about how much it would cost the client to delay solving it for thirty days. Or, if the client is on a tight schedule for delivery, they might say something like this: "Mr. Smith, if we can go ahead and finalize our agreement today, I can guarantee delivery on schedule. But I'm not sure I could promise a definite delivery date if we wait until next week." It's called "hot button" selling, and it works like this. You find the client's primary motivation for buying, and zero in on that motivation. You keep asking questions until you find the prospect's strongest reason for acting promptly, then you reinforce the client's own reason. One of the simplest and most powerful formulas for success I've ever discovered came from Frank Bettger, a man Dale Carnegie called the best salesman he ever met. Frank Bettger said, "Show people what they want most, and they will move heaven and earth to get it." So, I always figure that, if people are not willing to do whatever it takes to get moving, I have not yet discovered and shown them what they want most. When you have done that, you don't have to worry about pinning down evasive clients. They'll pin themselves down. Nido Qubein is an international speaker and consultant. For more information, go to www.nidoqubein.com.

Southern PHC | southernphc.com 29

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