HVAC

Recently, Mechanical Hub spoke with Mike Fowler, franchisee of Benjamin Franklin Plumbing and One Hour Heating & Air Conditioning in Charlotte, NC., about his business, COVID-19 and what it’s like to have the backing of such known company and brand.

Now that the country had “reopened,” are there any different procedures in place for the company

FOWLER: In Charlotte, North Carolina, the reopening of the economy is in full effect. Our servicemen in the field are continuing to implement the safety procedures required by the CDC and our company, and those measures will be in place indefinitely. As we prepared to reopen our office for our office staff, there were a lot of things to consider. The call center and dispatch teams make up a large portion of our employees. We had to invest in plenty of materials to ensure the office staff could safely return.

A Benjamin Frankling Plumbing employee displays the PPE used on the job.

We created new layouts and seating arrangements to ensure social distancing is observed, we have thorough cleanings daily for all high touch points, and we allocated a larger budget to purchase hand sanitizer, soap and paper towels since frequent hand washing is required. Our employees in the field have been practicing these safety protocols for months, so our employees in the office are now our primary focus as we adapt to the new normal. Our main priority is the safety of our employees, and throughout the process we strive to ensure they each feels comfortable and safe coming back in.

What protocols or procedures did Benjamin Franklin Plumbing implement as a result of COVID-19?

FOWLER: The health and safety of our customers and employees is paramount, so we implemented stringent protocols and procedures based on the latest information from the Centers for Disease Control and Prevention (CDC). By mid-March, we rolled out more strict guidelines to help ensure the safety of our staff and those we service. Since that time, we have required all employees to wear Personal Protective Equipment (PPE) including masks and gloves, as well as practice social distancing and regularly wash their hands and sanitize, especially when it’s required for us to enter a home to fulfill a project.

Since we are entering our customers’ homes, we require our employees to wear PPE the entire time they are working. We continue to supply all PPE to our staff members, so they’re fully equipped with safety gear while they’re on the job. We have asked all of our customers to inform us immediately if someone in their home becomes sick, and we’re being flexible and understanding when service appointments need to be rescheduled or cancelled due to illness. Thankfully we already had contactless payment options throughout our system, so the biggest protocol update in terms of customer interaction was utilizing FaceTime and videos for consultations and moving all of our documents to be signed and completed digitally.

Were there any advantages to being a franchisee during these uncertain times?

FOWLER: Absolutely. While we were deemed as an essential business and could continue to operate while many businesses could not, there were a lot of necessary changes and we were still impacted. Our franchisor, Authority Brands, is the parent company of seven leading home service franchisors, America’s Swimming Pool Company, Benjamin Franklin Plumbing, The Cleaning Authority, Homewatch CareGivers, Mister Sparky Electric, Mosquito Squad, and One Hour Heating and Air Conditioning.

The corporate team has always excelled in providing strong marketing, technology and operational support to our business, and over the past few months, their exceptional leadership and guidance helped us stay afloat.They kept us up-to-date with everything going on throughout the pandemic, from COVID-19 safety procedures and regulations to guidance for applying for government relief such as the Paycheck Protection Program. We’re grateful to have had ongoing communication with them over the past few months, and they continue to play a big role in keeping us informed and providing us with knowledge and resources.

What do some aspects of the business model blueprint look like at Benjamin Franklin Plumbing?

FOWLER: Being part of a franchise system and being surrounded by a strong network of business owners across the United States proved to be invaluable as we all navigated through the unknown. Benjamin Franklin Plumbing already had a Franchisee Leadership Team (FLT) established prior to the pandemic, and it exists to continuously improve our brand as a whole with systemwide collaboration and ongoing communication.

The motto ‘working for yourself, but not by yourself’ is echoed from all aspects of the Benjamin Franklin Plumbing franchise, and forming relationships with both the home office and fellow franchisees, in addition to the support of my family and the communities we operate in, continues to propel my business forward.

I’ve been a franchisee with the company since 2003 in Charlotte, North Carolina and I’m proud of how we’ve molded the proven business model from Benjamin Franklin Plumbing to fit our community. Everything starts with marketing. We have a dedicated marketing staff that executes monthly initiatives to ensure the call center receives calls.

We take training very seriously, and every new hire—whether it be as a marketing team member, accountant, a dispatcher or a service plumber in the field—goes through intensive training to ensure our customers experience a seamless process from start to finish. We’ve needed to change how some things are done over the past few months, for example conducting interviews through FaceTime, but with a strong structure for our business already in place, we’ve continued to provide services locally with the support of our franchisor.

What types of investments are being made by Benjamin Franklin Plumbing to ensure better success and continued growth?

FOWLER: Through the FLT, Benjamin Franklin Plumbing is always listening to its franchisees and implementing enhanced operational procedures as needed. They invest in the tools we need as franchisees to operate our business successfully.

For our business in Charlotte, we like to invest in our community both by giving back through charitable efforts, but also investing in the next generation of the workforce through our best-in-class training programs. With the unavoidable shortage of plumbers, we’re always working to educate those looking for their next career about the opportunity to join our team.

Our services were deemed as essential throughout the pandemic because, put simply, our community needs us as much as we need them. With the support of our franchise system and our dedicated employees, we continue to grow.

Neutra-Safe Corporation, based in Stoughton, Mass., has redesigned its four-inch, tube-style condensate neutralizers.  The high capacity neutralizers now include all the same features that make Neutra-Safe’s two-inch models so easy to install and service.

Features of the new design include full opening integral union ends, bi-directional condensate flow,  ¾” Female NPT inlet/outlet tappings and ¾” male NPT x socket fittings.  The unit also comes with snap-in mounting brackets included.

The redesigned CN4B-600C, CN4B-850C, CN4B-1200C, CN4B-2000C four-inch neutralizers are designed to facilitate the use of Neutra-Safe’s proprietary media sacks for simple recharging of the unit.  This Neutra-pH media blend is a blend of blend of 99 percent pure calcite and magnesium oxide, provides the most efficient neutralization possible.  It eliminates clumps that can clog traditional neutralizers.  The sack can be opened to release the media for use in Neutra-Safe’s older four-inch tube models.

The best features of the original four-inch neutralizer remain, including a clear tube for easy visual inspection and patented integral union ends with O-ring seals for a leak-proof connection.

Neutra-Safe’s tube style condensate neutralizer line includes seven models, serving high-efficiency, gas-fired appliances up to 2 million BTUH input capacity.

For more info, www.NeutraSafe.com.

Recently, Mechanical Hub spoke with Dustin Bowerman, Director – Corporate Training and Product Support, Bradford White, regarding information surrounding gas vs. electric water heaters. The following is an exclusive Q&A.

Which type of water heater is more environmentally friendly? Why?
Bowerman: Although gas heaters have an exhaust element that most will immediately say is less environmentally friendly, you have to consider the carbon footprint of how the electricity is generated, too. Unless coming from a renewable source, there is an inherent environmental effect with both of these fuel sources.

What is the difference in cost between the two types?
Bowerman: It’s mostly about supply and demand, although there is a regulatory element. As a rule, residential electric water heaters have fewer components, therefore are less costly to manufacture; however, in some locations, regulations or codes are driving towards the use of heat pump water heaters (HPWHs).

Is there a noticeable difference in return on investment for each type?
Bowerman: Both categories offer high efficiency options, as well as specialty products such as tankless or heat pump water heaters, that can reduce utility spend while delivering the same amount or more hot water than previous models.  Though, these higher efficiency options typically come with higher maintenance costs.

Normally, a homeowner will request a replacement of what was already there. How difficult is it to change to a specific water heater source (gas or electric) if the home is equipped with only on type of energy source? (If home has only electric source for WH, what goes into gas conversion and vice versa)
Bowerman: Upgrading utilities can be fairly involved and will certainly require a professional’s experience. If converting from gas to electric, not only will a plumber be needed, but the job will require an electrician, to upgrade the electrical panel and run an outlet for an electric water heater. Converting from electric to gas may require adding gas piping to the home or updating the system to handle the additional demand. An all-electric home likely doesn’t have a chimney system, making gas water heater options more limited. Direct vent, power vent or power direct gas model would need to be utilized. Natural gas availability is also sometimes limited, so propane options may have to be considered if a home or business owner wants to stop using an electric product.

Overall, which is easier to install?
Bowerman: Water connections are the same on both gas and electric. Gas water heaters will have both a gas connection and an exhaust connection that must be done to complete the installation. An electric water heater has line voltage connections with, as a rule, three connections total.  Both should be safely installed to comply with all local code requirements by a professional.

Does brand matter more than water heater type?
Bowerman: The type of application is always important, just like having the right tool for the job. Both types of water heaters have their strengths. Of course, brand does matter. Not every water heater is manufactured to the same level of quality nor does every company provide the same level of support and customer service.

There is a lot of talk about legionella and water-borne pathogens lately. Is there one type that is more beneficial in terms of this?
Bowerman: No. Energy source does not impact the quality of the cold-water supply being delivered to the water heater.

What is the ratio of homeowners across the country using one type over the other?
Bowerman: Generally, the entire water heater market is close to a 50/50 split on gas versus electric.

For electric, what happens during a power outage?
Bowerman: The electric water heater requires electricity to heat water. If power is lost, the tank will not reheat the stored water until the power is restored. The already heated water in the tank will remain usable until depleted or gradually cool down.

Does tankless (electric vs. gas) add another layer or dimension to this conversation? Explain.
Bowerman: Yes. Conversations about tankless water heaters are common; however, in many situations the electric options are not as often considered for whole home applications. Electrical requirements may be unrealistic for many homes while gas technologies have made great advancements making tankless gas viable, using natural gas or propane, in the right installations and climates.

Is the footprint between the two (gas vs. electric) noticeable in terms of space?
Bowerman: In terms of the actual products, like gallon capacities are commonly similar diameters, using comparable footprints. Overall, space variations will be more about the gas product’s “add-ons” (e.g. blower, draft hood) due to venting requirements.

In terms of longevity, which type is more reliable?
Bowerman: National averages for functional lifespan tend to be a couple years longer on electric water heaters.

Can you talk in terms of efficiency for both types?
Bowerman: Both energy sources offer high efficiency models. If looking at base models, electric water heaters employ immersion heating elements. As these are directly submersed into the water, most of the elements’ heat energy is being absorbed into the surrounding water. Gas water heaters employ a combustion chamber that traditionally is located below the water tank. Heat is transferred through the bottom of the tank in addition to the flue(s) that is surrounded by the stored water.

This isn’t the whole story. Annual operating cost is another measurement than can be used to compare models. While these costs are largely influenced by the local utility pricing, gas models usually show less annual operating costs.  Water heaters are rated based upon how much hot water they can deliver (i.e. First Hour Rating).  Depending on their First Hour Rating, models will fall into one of four draw bins.  A model must only be compared to other models in the same draw bin, as this will impact the operating cost.

Could the decision gas vs. electric come down to how much water will be needed to heat? (How many people in the home and for what functions)
Bowerman: Infrastructure, what fuel source is available, and hot water demand are the largest variables in water heater selection and contractors need to understand these prior to making suggestions and doing installations.

Are electric water heaters safer?
Bowerman: Having your water heater installed and serviced by a qualified professional is the best way to make sure that your gas or electric fueled water heater is performing properly and safely.

Finally, why is the question of gas vs. electric so polarizing?
Bowerman: It’s due to a lack of understanding. For many contractors in the plumbing trade, electricity is not a part of their daily work, making it mysterious.  For consumers, it’s similar.  They are generally more comfortable with what they use on a daily basis and has historically worked for them.

With the health and safety of attendees, staff and the public top of mind during the current public health crisis, the Plumbing-Heating-Cooling Contractors—National Association (PHCC) announces that it will offer its annual conference, PHCCCONNECT2020, in a virtual format. The event, scheduled for Sept. 30-Oct. 1, will offer a valued-packed online program, full of high-quality education and networking opportunities.

“This decision to ‘bring CONNECT to you’ was made after much careful consideration and input from PHCC members,” said PHCC President Jonathan Moyer. “It was the right thing to do in these current times, and we embrace the opportunity to safely deliver this highly anticipated event in a new innovative, easy-to-use format.”

With the theme “Expand Your Vision for Success,” the virtual conference will offer high-caliber keynote speakers, timely and relevant educational sessions and new virtual networking events, with the added benefit of experiencing it all from the comfort of an office or home.

Program highlights include:

• More than 20 education sessions
• Inspirational and informative keynote speakers
• Live Q&A with select speakers
• A virtual Product & Technology Showcase
• Reimagined networking opportunities
• Access to education session content for 30 days
• Affordable Experience – No travel & hotel costs & reduced registration rates

More specific details about the event will be available in early July. For updates, visit www.phccweb.org/connect.