Cooling Rejuvenation SOP

Why This Matters

Before the Call

Service Manager Touch Point #1: Pre-game Call

The assigned technician and Service Manager discuss the upcoming job, focusing on previous issues and expected critical inspection points.

RISE Step 1: Goettlize

First Impressions

1. Start with a Goettl Greeting:

   “Hello! My name is (_____) with Goettl, thank you for inviting me into your home today. I really appreciate the opportunity to help.”

2. Present the Goettl Gifts, explaining the meaning behind each one.
3. Ask the client to confirm the reason for the call:

   “Could you tell me what motivated you to have us out today?”

4. Set expectations and get a time commitment:

   “Sir, this rejuvenation could take me up to 90 minutes. I’ll be performing a thorough inspection of your home’s airflow and comfort systems to ensure everything is operating efficiently. Does that timeframe work for you?”

RISE Step 2: Tour the Home

Gain Permission to Tour the Home

“Before we get started, would you mind giving me a quick tour of your home? It helps me understand the layout, see where everything is located, and spot anything that might need attention. Your input will really help as we talk through your needs.”

Ask the client to show you the following key areas of the home:

• Thermostat
• Filters
• Registers
• Attic Access

Use This Time to Talk About FORM

F.O.R.M. is the foundation for developing strong relationships. These are natural topics of conversation that are genuine and authentic.

RISE Step 3: Notice Symptoms

• During the home tour, carefully observe any visible symptoms with the client.
• Involve the client by encouraging them to share any concerns they may have noticed.
• This collaborative approach promotes transparency and helps ensure all potential issues are considered.

RISE Step 4: Task at Hand - Rejuvenation

• As you uncover the issues causing the symptoms, educate the client using visual aids.
• Focus on helping them understand what is happening with their system.
• Make sure they have the full picture before discussing consequences and solutions.

Service Manager Touch Point #2: Validation Call

Starting the Rejuvenation

Order may vary.

Install and Set Up Smart Sadie Sensors

• If the client is a NEW Smart Sadie member.
• Install and setup Smart Sadie sensors 
  
• If the client is an EXISTING Smart Sadie member.
• Check the sensor battery and filter status.

Attic Inspection: Insulation (If Accessible)

Attic Inspection: Duct Work

1. Condition: Visually inspect all accessible ductwork for:
   
1. Tears or damages (including signs of rodent presence)
   
2. Exposed insulation
   
3. Restrictions
   
4. Kinks or crushes
   
5. Sagging or excessive slack
   

1. Connections: Visually inspect all accessible connections for:
   
1. Air leaks
   
2. Separations
   
3. Missing and damaged sealant (mastic)
   

1. Cleanliness: Visually inspect the interior condition of:
   
1. Return plenum and/or trunk line
   
2. Supply plenum
3. Return grille and supply registers
   

Clean any finger marks from the attic access with a scrub wipe. 

Air Filtration Inspection

• Inspect existing filter: Check for direct, damage, proper size, and fit. Document size, type, and MERV rating.
• Inspect return grille: Take picture of return grille or filter grille cleanliness. Check for filter bypass air leakage.
• Airflow impact: Ensure filter is not restricting airflow on MQ Duct Screening.
• Replace/Clean: Change filter with customer provided filter or clean and reinstall.

Air Flow Inspection

• Imbalances: Identify (with the client) and document rooms with poor airflow or uneven temperature distribution.
• Blower system:
  
• Inspect blower wheel for buildup, debris, or damage that could impact airflow performance.
  
• Test blower amp draw to ensure proper operations according to manufacturer specifications.
• Measure blower CFM in high speed to verify proper performance. *Refer to ACCA CFM formula
  
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• Evaporator coil: Visually inspect the return-side condition to ensure there are no blockages, restrictions, or corrosion.

Airflow Inspection: Static Pressure

• Run the Static Pressure Screening in the measureQuick app.
• Total static pressure should be <0.8 for A/C or whatever is recommended on appliance tag.
• Follow MQ Test Results Decision Tree.

Decision Trees for NCI Duct System Static Screening

NCI Duct System Static Screening

Condensate System Inspection

• Inspect drain line & trap: Check for clogs, buildup, or leaks. Ensure proper drain pitch.
• Inspect drain pan: Check primary/secondary drain pans for debris, buildup and proper pitch.
• Flush: Use vacuum or nitrogen/CO2 to clear blockages.
• Drain test: Pour water into the drain pan to verify proper drainage to termination point.
• Inspection Termination: Check termination point for signs of buildup or rust.
  
• Safety Switch (if applicable): Ensure float switch is properly wired and functional to prevent water damage.
  
• Condensate Pump (if applicable): Inspect for buildup or leaks. Water test operation to verify proper drainage to termination.

Electrical Inspection

• Connections: 
  
• Inspect for loose, corroded, or overheated wires at the contactor, circuit board, and terminal points. 
  
• Tighten any loose connections. 
• Takes pictures and document any overheated connections.
• Control Board & Relays: Inspect for burn marks and signs of wear.
  
• Voltage: Verify proper voltage at disconnect and contactor.
  
• Capacitors: 
• Inspect indoor and outdoor capacitors for damage, leakage, and swelling. 
• Measure microfarads to verify within manufacturer specifications.
• Contactor: 
• Inspect for pitting or signs of overheating. 
• Test contactor coil ohms resistance. (Normal: 8-18 ohms) 
• Amperage: Test blower motor, condenser motor, and compressor starting and running amperage to ensure within proper manufacturer specifications.

Electrical Inspection: Compressor

Test windings ohms resistance:

• Common to Start (C & S): Highest resistance
• Common to Run (C & R): Intermediate resistance
• Start to Run (S & R): Sum of C & S and C & R

Formula: C & S + C & R = R & S

Condenser Coil Inspection / Cleaning

• Wear proper PPE for sharp objects and cleaning chemicals.
• Turn off power at the disconnect.
• Remove top and side panels. Note any missing screws or caps.

• Visually check for dirt, debris, and obstructions.
• Take pictures and document any oil stains, corrosion, bent or crushed fins.

• Remove any large debris (leaves, weeds, trash, etc.).
• Apply coil cleaner. Mix and let it sit per manufacturer's instructions.
• Rinse thoroughly with water outside and inside, removing dirt and buildup.

• Reinstall all panels.
• Install Red Screws for any missing screws. Be careful to avoid puncturing the coil and electrical wiring.
• Turn power back on at the disconnect.
  

Refrigerant Levels

Safety & Stabilization

1. Wear proper PPE for handling refrigerant and sharp objects.
   
2. Turn on system and stabilize (10-15 mins) before testing.
   

Setup (MQ Tool Kit)

• Attach pressure gauges to liquid and suction service ports.
• Place temperature clamps to liquid and suction lines.
• Place psychrometer probe at shaded side of condenser coil.
• Place psychrometer probes at indoor return grille and supply register.
  

Run measureQuick AC Vitals Test

• Profile system on the MQ App. MQ System Profiling
  
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• Run Vitals Test to generate Vitals Score. AC/HP Vitals Score
  
• 
  
• Use Cooling Diagnostics feature to troubleshoot any refrigerant performance or efficiency losses.
• Vitals Score should be 90 (A) or higher.
• Follow MQ Vitals Score Decision Tree.
  

AC/HP Vitals Score Decision Tree

RISE Step 5: Presentation

Service Manager Touch Point #3: SICS Story

The technician and Service Manager align on the diagnostic story and presentation approach using the SICS framework. They confirm the issues make sense, decide who will present the findings, and practice the communication plan so the technician is prepared before returning to the homeowner.

• Review the symptoms from the home tour and explain the underlying issues.
• Highlight the consequences of inaction.
• Guide the client toward moving forward with the solution.

Service Manager Touch Point #4: Presentation Call with the Client

The technician and Service Manager present the findings and solutions to the homeowner, either with the technician leading or the Service Manager joining on speaker. This call follows the plan discussed earlier and may involve the technician handing off the conversation to the Service Manager to present the solutions.

Post Rejuvenation

Service Manager Touch Point #5: Debrief Call

The technician and Service Manager review the call together, discussing what went well, what could improve, and key observations from both perspectives. This learning-focused conversation often transitions directly into the pre-game discussion for the next service call.