Annual Service
I T ’ S MO R E T HA N J U S T CL E A NI NG G L A S S
By Tim Seldal
Who am I?
Why should you listen to me?
What is an annual service?
• It’s a safety check
• It’s a cleaning
• It’s a check up
• It’s a maintenance program
Why do an Annual Service?
• It keeps the unit looking like new
• It gives you a good read on what the units condition is
• It will make doing service on the unit in future easier
• It helps to keep the unit in good working order
• It helps to keep the unit reliable
Always think through what you are doing
How to do an Annual Service?
Why Annual Service is important
• It keeps the unit working SAFELY
• Cleaning the unit from top to bottom inside and out keeps the unit
working cleanly and reliably .
• You are making sure that there are no safety problems or concerns
• You are providing a reliable heating appliance for the customer
What questions to ask your customer on a
Annual Service
• How has the unit (s) been working?
• Has anything changed since the last time your unit
was serviced?
• Who was the last person to service your unit (s)
• Have you changed Propane Suppliers?
• Have you added any new gas appliances including
pools and BBQs?
• What if any pets do you have?
• Have you had any work done on the house recently?
This answer to these questions can save you a lot time
and frustration
What to look for outside on an Annual Service
• Look at the exhaust cap for the unit you are working on…
• Is it sooty?
• Is blocked?
• Is it damaged?
• Is it missing?
• Is the unit running on Propane?
• Check the tank level/fill amount
• Check the regulator on the house
• Is it damaged?
• Is it buried?
What to Check on an Annual Service
Name & Address:
Date:
Model #
Time:
Serial #
Gas Type:
Reason for Service Call:
Parts Used:
Flame Height:
Pilot:
Flame Adjust:
Valve:
Burner:
Relight Appliances:
Logs:
Glass:
Sparker:
Thermopile:
Thermocouple:
Chimney:
Flame Sensor:
Gas Pressure:
Gas Sniffer:
Thermostat:
Remote:
Accent Light:
Pilot Hood:
Regulator:
Temp Gauge:
Polarity:
Thermostat:
Blower:
What to Look for on an Annual Service
• What you DON’T want to see…
• Sooting
• Warping
• Cracking
• Discoloring
• Twisting
• Damage
• Over firing
• Inconsistent Operation
• Bad smells
• Bad sounds
• Poor heat output
• What you DO want to see..
• Good flame size
• Good fame color
• Good flame pattern
• Consistent operation
• Good heat output
What tools do you need to do an Annual Service?
Always use the right tool
Prepping the Area around the unit
Bugs & Critters
• Vacuum Up all bugs
• Always dispose of citters properly
•
Pick them up with dispose gloves on
•
Double bag them
•
Be careful not to let pieces break off
•
Always throw all your garbage away back at the store
Embers
• Types
• Fiber
• Lava Rock
• Nuggets
• Gas Logs Media
• Sand
• Vermiculite
Always use gloves when handling embers
Cleaning the Glass
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Always use Silicone based glass cleaners designed for fireplace glass
NEVER use Windex or any ammonia based cleaner
Use at least 2 paper towels
You may have to clean the glass multiply times
Check to see if stains are surface or in the pores of the glass
What NOT to do on a Annual Service
• Don’t uninstall unit and reinstall it unless it turns into a repair service call
• Don’t replace things that don’t need it
• Don’t replace things that the customer has not been made aware of
(Items over $20)
• Don’t clean the chimney unless you have to
• Only take apart what you have to
• Don’t make a mess
• Don’t tick off the customer
• Don’t waste time
Doing an Annual Service without the
customer home
• There great reasons to have the customer not home
• You can work without being bothered and slowed down by people and/or pets
• You can check everything without causing concern from the customer
• You don’t have to listen Polka or Soaps or Fox News
• You can listen to your own music on your own device
• What not to do when by yourself
• Don’t get too comfortable
• Don’t sleep, take a bath or play Curious & Nosy George
• Don’t use the customers things – Towels, Cleaners, Vacuums, Food
• Don’t watch TV
• Assume you are camera at ALL times!
• More & More customers have cameras visible & hidden inside and outside there homes!
Doing an Annual Service with the
customer home
• There great reasons to have the customer home
• You don’t have explain what you did later or leave a detail note
• The customer knows how long it took and that you worked the whole time
• You can answer any questions or concerns on the spot
• The customer doesn’t stress about having you alone in their house
• What not to do when with the customer
• Don’t get too comfortable
• Don’t get too chatty
• Don’t argue with the customer
• Don’t let them slow you do too much
• Don’t watch TV
• Assume they are watching you at ALL times!
• If you don’t want a service professional doing it at your house don’t do it here
What Supplies to Carry with you
• Glass Cleaner – (Silicone Based)
• Plastic Garage Bags
• Paint – (Stove Bright)
• Green Scotch Bright Pads
• Batteries – (All different standard sizes & specialty)
• Sand Paper – (50, 100, 250 & 500 grit)
• Paper Towels - (Thick & good quality)
• Permeant Markers – Red & Black
• Embers – (All different types)
• Disposal able Exam Gloves
• Rags –(Clean)
• Canned Air
• Windex
Always use the right parts
Handling Customers Modifications to the unit
and/or around it
• Move only what you have to work on the unit and/or what is a safety
concern
• Treat all customers items with respect and care (even the creepy dolls)
• It a item’s location is a problem let the customer know and why
• Don’t put back any items that are a safety concern (too close, too
flammable)
• Be very careful about candles around the fireplace
• If the customer has modified the unit patiently explain why this is not a
good idea and unsafe
• Tell them that it must be returned to the original factory design
• If the unit can not be returned to the original factory design RED Tag the
unit
How long does a Annual Service take?
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The AVERAGE Annual Service takes about 1 hour
If it is a unit that you are not familiar with figure 1.5 to 2 hours
Remember the more tools required the longer it takes (Plan accordingly)
Remember the more screws and bolts that have to be removed and reinstalled the more
time required (Plan accordingly)
• Remember to figure travel time into your schedule (including traffic)
Service Sheets
Name & Address:
Date:
Model #
Time:
Serial #
Gas Type:
Reason for Service Call:
Parts Used:
Flame Height:
Pilot:
Flame Adjust:
Valve:
Burner:
Relight Appliances:
Logs:
Glass:
Sparker:
Thermopile:
Thermocouple:
Chimney:
Flame Sensor:
Gas Pressure:
Gas Sniffer:
Thermostat:
Remote:
Accent Light:
Regulator:
Temp Gauge:
Polarity:
Thermostat:
Blower:
How to handle Red Tagging a unit
• Step outside and call your boss. Discuss why the unit is being Red Tagged and if the unit can be
repaired. (Are parts even available anymore)
• Explain to the customer why the unit is being Red Tagged
• Let them know why it is important not to use it
• Take a picture of the unit with the Red Tag on it!
Remember Safety at all times
Standing Pilot vs IPI
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Always leave the pilot on year around whenever possible
This for a number of reasons
It will help keep the unit from rusting over the summer months
The units parts will last longer
The unit will look better year around
You won’t get fogging glass every time you turn on the unit
It will make a big different on the amount of bugs and critters that
get into the unit
The unit will start a lot easier in cold weather!
The unit will start better in windy weather!
What to charge for an Annual Service
• Are you charging a flat rate for an Annual Service or by the hour?
• Both have their pluses and minuses
• Are you charging for every single little part or flat fee for parts?
• Both have their advantages and disadvantages
• Are you charging for travel time and cost?
• If you are not you are losing money… Charge for at least 1 way travel! Don’t forget to
charge for ferry fees
What Annual Service can do
for your business
• It keeps your customers coming back to you year after year
• It adds value and worth to your business
• It makes happy customers
• It helps to relieve the overload of customers during “busy season”
• It gives you more “off season” business
• It keeps your service guys sharp and employed year around
How to sell an Annual Service
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Sell it as a maintenance plan or annual service
Explain that it help to keep the unit looking and working like new
Offer a discount on Annual Service in the summer months
Explain that preventive maintenance helps to keep the costs in the
future down
• You can use the oil change example
• Have them purchase an annual service at the time of installation or
service call.
Legal liability of Annual Service
• You are liable for any thing that touch or work on!
• This includes other appliances and gas lines
• It is your responsibility to check the house for any
gas leaks
• You are liable for the safe operation of the unit
• You are responsible for educating the customer on
the safe use of the unit
• It is your responsibility to inform the customer of
any and all safety problems or concerns
• It is your responsibility to check for problems and/or
damage with any part of the system
Safety Screens Law
What You Need to Know
As of January 1, 2015 all gas fireplace manufacturers whose outside glass
viewing area exceeds 172 °F (78 °C) shall provide a safety barrier with the
appliance. The screen temperature when tested cannot exceed 137 °F (58 °C)
when tested for five seconds. A stress test is also incorporated in these tests 5
/10 lbs depending on whether screen touches the glass or not.
These restrictions are only for the ANSI/CSA Z21.50 and Z21.88 products only.
The revised standard takes effect January 1, 2015
Only compliant units may be manufactured after Jan. 1, 2015
Units manufactured without a barrier before January 1, 2015 can still be sold
after standard goes into effect. There is no cutoff for such sales.
The standard applies only to gas fireplaces and glass-fronted gas heaters. It
does not apply to solid-fuel burning appliances, such as wood-burning fireplaces
and woodstoves.
Installer Requirements:
Manufacturers must supply a barrier on all glass-fronted gas products with glass
surface temperatures that exceed 172 degrees F.
Barrier must be in place when the product is installed and after any post
installation servicing.
Installer must call the client’s attention to the barrier and explain why it is
required. Barriers are intended to protect children and other at-risk individuals.
Safety Screens what you need to know
• What to Do
• Make sure that the safety screen barrier is installed
correctly and at all times.
• Make sure the owner is aware of the need and reason
for the screen barrier
• Make sure the screen barrier is installed correctly
• Make sure the owner knows that the screen barrier must
be installed at all times
• What Not to Do
• Do not remove the safety screen barrier except to
clean the glass.
• Do not tell or show the owner how to remove the
screen barrier
• Do not leave the unit at any point without the screen
barrier installed
• Make sure the screen barrier is installed when doing any
kind of service. Not just the install.
• Do not service the unit if the screen barrier is not
installed or re-installed.
• Make sure you understand the code and the liability.
• Do not modify the screen barrier or the mounting
system for it.
If these rules are not followed you are personally and
professionally liable for any and all injuries and/or all
problems.
Your personal safety
• Don’t be lazy use safety gear!
• Don’t be afraid to use safety gear just because of the customer might think! It’s your life after
all…
• Use a proper paint mask anytime you paint or use harsh chemicals
• Use gloves when doing embers or using harsh chemicals
• We all want to retire some day! Let’s enjoy a healthy retirement…
Questions…?
Your thoughts…?
Hopefully you got something out of it other than sleep…