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THH - Knowledgebase

Kuwait: Pure Air - AC Treatments

Identify if the client is new or existing client by checking the system or asking.

AC: Questions - New Client
A) Price & Validation Questions:
1- Can you confirm if it is an apartment or villa?
2- May I know if there is any smell, technical, or cooling Issue?
3- May I know the type of unit is it split or Central? If central, is the main unit in the ceiling or the roof? How many thermostats/How many controllers?
4- May I know which city are you located in and the area?

B) Admin Questions:
1- May I have your full name?
2- May I know your full address? 
3- Can I know how many bedrooms you have?
4- May I know from where did you hear about us?
5- May I have your email address?
6-May I know if you will be in the property during the treatment?
If yes, May I know if you will pay by cash, card or payment link?
If no, May I know who will be the authorized representative to make a payment at end of the job?
7- In case if Arabic Clients, would you like to receive the completion/inspection report in Arabic or English? (Add in CF additional details)
AC: Questions - FAQs
1) Note: Coverage Area: All are accepted except Bneider & Julaia'a (Minimum 50KD)

2) If customer mentioned that he will move to a new home:
May I know if water and electricity are available?

3) When should I send inspection directly?
NA
Remember, you can cross-sell free inspections for Water Tanks, Deep Cleaning, Pest Control and demo for soft furniture based on Cross-sell Matrix.
AC: Questions - Existing Client
Confirm the job Address
A) Price & Validation Questions:
1- May I know if there is any smell, technical, or cooling Issue?
2- May I know how many AC units?/ How many thermostats/How many controllers?

B) Admin Questions (Check system missing info):
1- May I know if you will be in the property during the treatment?
If yes, May I know if you will pay by cash, card or payment link?
If no, May I know who will be the authorized representative to make a payment at end of the job?
2- In case if Arabic Clients, would you like to receive the completion/inspection report in Arabic or English?
AC: Certifications

NADCA

AC: Certification & Treatment Options - FAQs
1) If customer asked: What is NADCA?
National Air Duct Cleaners Association, which is the highest global authority for AC cleaning
https://nadca.com/

AC Scope Comparison in English: Click Here
AC Scope Comparison in Arabic: Click Here

AC: Treatment Options
Method Statement
1- Full AC Deep Cleaning & Sanitization Click Here
2- Premium Duct cleaning & Sanitization Click Here
--------------------------------------------
Full AC - Treatment Steps
The team will have their personal protective equipment (PPE): Mask, shoe cover and gloves.
1.) All furniture, walls and floors will be covered with plastic.
Cleaning & Sanitization for:
2.) Supply & Return Grills.
3.) Air Ducts.
4.) Filters.
5.) Main Cooling Unit including:
- Coils
- Blower Fan
- Drain tray and pipe
6.) Cavity Area around the unit only where reachable.
Some components we clean on place and some we remove and place back.
Ensure all waste products are collected and disposed properly
7) Completion Report - Before & After

Video of Access Panel: Click Here
AC: Treatment Steps - FAQs
1) If customer asked, what do you remove and clean and what you clean in place? (Full AC Option)
1.) Supply grills: Remove and clean & Return grills: in place.
2.) Air Duct: clean in Place.
3.) Filters: Remove and clean.
4.) Coils: clean in place
5) Blower Fan: Remove and clean
6) Drain tray and pipe: clean in Place

2) If customer asked, what do you remove and clean and what you clean in place? (Premium Option)
1.) Supply grills: Remove and clean & Return grills: in place. 
2.) Filters: Remove and clean.
3.) Air Duct: Clean in place where reachable only.

3) If customer asked, what do you remove and clean and what you clean in place? (Split/Window AC)
1) Plastic Cover: Removed.
2) Filters: Removed. 
3) Coils: In Place 
4) Blower Fan: In Place 
5) Drain tray and pipe: In Place.
Premium Duct - Treatment Steps 
The team will have their personal protective equipment (PPE): Mask, shoe cover and gloves.
1.) All furniture, walls and floors will be covered with plastic.
Cleaning & Sanitization for:
2.) Supply & Return Grills 
3.) Filters.
4.) Air Ducts.
Some components we clean on place and some we remove and place back.
Ensure all waste products are collected and disposed properly
5) Completion Report - Before & After

Split/Window AC - Treatment Steps 
The team will have their personal protective equipment (PPE): Mask, shoe cover and gloves. 
1.) Covering of plastic to isolate the working area only.
They will clean and sanitize by using our eco-friendly product for the following:
2.) Plastic Cover of AC
3.) Filters. 
4.) Main Cooling Unit including: 
- Coils. 
- Blower Fan. 
- Drain tray and pipe. 
Ensure all waste products are collected and disposed properly
5) Completion Report - Before & After

Treatment Video in English: Click Here
Full AC & Premium Duct - Technology
1- Using two different Spanish machines at the same time: Rotor brush that removes all the dust inside the duct while the three-Stage HEPA Filtration vacuuming machine removes all particles.

2- We use Australian Eco-friendly products to sanitize and eliminate germs and molds.
AC: Technology - FAQs
1) If customer asked, what is the product/ Machine names (Full AC & Premium Option)?
A) Teinnova (Brush & Vacuum)
B) Gel Air Solution (Sanitizer product)
C) B&G flex-a-lite 2600 fogger (Sanitizer Machine)
-Note: Gel Air Block that we use for upsell is different from Gel Air Solution.

2) If customer asked, what is the product/ Machine names (Split/Window AC)?
NA
Split/Window AC - Technology
1- Fogging Machine.
2- Low Pressure Washer
3- Hand Sprayer
4- Water Bucket.
5- We use Australian Eco-friendly products (Gel Air) to sanitize and eliminate germs and molds.
Full AC Treatment - Frequency
Recommended every 1 year.
Premium Duct Treatment - Frequency
Recommended every 6 months.
Main Cooling Unit Treatment - Frequency
Recommended every 1 year.
Split/Window Type Treatment - Frequency
Recommended every 1 year.
AC: Benefits

Better breathing and cooling efficiency that will help to reduce the energy bill.

AC Consult: Facts & Questions 

Facts:

1) We spend around 90% of our time indoors, where indoor pollution triggers and worsens allergic diseases.
2) the indoor air is 2% to 5% more polluted than outdoor and this is confirmed as per U.S Environmental Protection Agency (EPA), 
https://www.epa.gov/

Consulting Questions:
1- Anyone coughing/sneezing or experiencing headaches inside the house recently?
2- Have you seen the condition of your internal AC unit beyond the vent ?
3- When was the last time the AC was checked/treated by a professional company?
AC: Next Available Slot

1- Offer the client next available slot.

2- Try to let the customer know that our schedule is occupied.
If the client insisted, you can let him know that you can check with coordinators and place him on hold for his desired timing.

3- Avoid giving the client the preference of when to book.

4- Prepare more than one option for the slots by checking 2 days upfront.

5- Take care if there is any NOC required for communities.

6- Make sure to read the upper skill-set to know: the size of the team, coverage area and scope of work.

7) If there is a slot available on afternoon (half day for a team) and another team that is fully empty, the priority is to book on afternoon.


AC Pricing & Duration

Click Here


Split 25 KD

20% Prepayment Scripts

Initial Discussion:

"To secure and confirm your booking, we will require a 20% prepayment which equals to x amount to secure your slot for the team to come, I will send you the payment link via email/SMS to confirm, okay?" 


Rebuttal in case of the customer rejected:

1) "I understand. The reason we require prepayment is that a lot of our clients are pushing to book slots and we are giving priority to people who pay to secure their bookings, would you like me to send the payment link to confirm the booking?" 


Customer rejected:

2) Okay, let me check with my supervisor if I can make an exception. Can I place the call on hold? 


In case supervisor approved:

"I have checked with my supervisor and gave me a one time approval for you since you are one of our existing clients/ a new client, in the day of the treatment that team will collect the full amount in the same day, sounds fair enough?" 


In case supervisor disapproved:

"I checked for you, I am very sorry but we have shortage in slots and priority is given to prepayments. I can really help you by sending the payment link and paying the 20%,would you like me to send it to secure the booking?" 


If customer said no:

 "No problem, whenever you are ready for the prepayment, you can reach us out to help, is there anything else I can help your with?"

Disclaimer for Payment

-Please know that all payments must be made on the same day of treatment.


- In case a third party will pay not the customer himself:

"I will appreciate your help to communicate with the other party involved to do the 100% down payment to secure your slot. I can help you by sharing the payment link and you can share it with the other party and confirm back to us once done."

- If the client rejects:
"Unfortunately, we will be able only to book the slot once the payment is done. Our other clients with similar cases usually pay themselves and then get reimbursed from the third party later, would this work with you?"

[If client accepts, consultant will share a 100% down payment link/ If client rejects: "If you can help us with the down payment from the third party at any time, we are always here to help, is there anything else we can help you with?" Then close"]
Note: If client escalates this, supervisor will decide based on customer history to give approvals or no.

Rebuttals

1) Pricing:

  A) Unique Selling Points (USPs)

Yes! Our prices are little higher in the market as we have an extensive scope of work and using technologies not used by other companies as well us, we are trusted by VIPs and palaces in the country with over 2K google review and 4.9 happy customer ratings.

I really want you to try our services and see it yourself, should we proceed with the booking?

Note for chat, if customer didn’t response for 5 mins:

May I know are you still available?

if no response from customer for other 5 mins:

I was checking with my supervisor and I was able to get you a 10% discount and all what you need to do is to share your honest experience in social media. So the price will be after the discount is --- KD. When would you like to book?

  B) Second Try (10 %):

Since you are a new client/ Since you are one of our premium existing clients, let me check what I can do for you. Can I place the call on hold to check this and come back?

After Hold: Thank you for waiting, I was checking with my supervisor and I was able to get you a 10% discount and all what you need to do is to share your honest experience in social media. So the price will be after the discount is --- KD. When would you like to book?

  C) Third Try (Check with supervisor)

I understand. May I know your budget?

Can I place the call on hold to check with the supervisor and come back, ok?

After Hold: The final price I can do sir as one time offer is --- KD. Shall we proceed to book?

 

2) Scheduling: Insists on unavailable slots

  A) Give different options.

  B) Check with Coordinators

  C) Retain with a discount.

 

3) Follow Up Clients: Who need time to think, busy or want to check with someone.

  A) Propose time within the same day to follow up: May shift ends by 6, can I give you a call for a follow up?

Customer said yes: Okay, meanwhile, I will send you the details for your reference.

Customer said no, I will call back: No problem, sir for your reference, I will send you a whats app message with details for your reference.

 

4) Unresponsive customer: Not clear customer who wants to close with no reason of rejection: Ask them what is their concern, is it scope of work, price or other reason?

Full AC & Premium - Disclaimer
Please note that the price and duration are estimated, and on the day of the treatment, the experts will need full access for the home as they will revalidate everything before starting the job.
The team will reconfirm: 
1) Number of units.
2) Unit Type.
3) Exact Treatment Duration.
4) If there is any maintenance or mold issues within the AC discovered, the team won't proceed with the treatment, we will provide a separate team, solution and quotation for it.
5) If access panels are needed, an additional cost of 25 KD for Arabic ceiling per unit.
Access panel is cutting on the sealing to access unreachable areas to clean.
Paint around the grills and access panels that requires paint will be provided in Pure White color. 
The team will coordinate with you at the day of the treatment, otherwise, please let us know who the authorized person to follow up with.

Customer Expectations: Click Here
Access Panel Video English: Click Here
Access Panel Video Arabic: Click Here
AC: Disclaimers - FAQs
1) If customer asked what do you mean by different types of units:
There are two types of units:
A) Fan Cooling Unit (FCU) - Small in size AC Unit. It usually covers 1 to 2 areas.
FCU type is above the sealing and you can hear noise of the blower.
Note: The refrigerators are stand alone on roof with no duct showing.
B) Air Handling Unit (AHU) - Same like FCU but bigger in size.
It usually covers more than two areas.
C) Package - The biggest in size.
It can cover more than two areas.
AHU (OR) Package = 2 FCU for price.
Package unit type is above the roof not the sealing and you can't hear noise of the blower.
Note: The refrigerators are not stand alone on roof with a duct showing.
The refrigerators are not part of the scope of work, but if customer insisted, we can do vacuuming only. If he insisted to do it by water, he should sign a disclaimer as it may cause damage.
Note: There are two type of refrigerators: Variable Refrigerator Flow (VRF), the refrigerators use chilled water to feed main cooling units inside buildings. Variable Refrigerator Volume (VRV), the refrigerators use gas to feed a specific main cooling unit inside the building.

2) If customer asked why do you need to revalidate again the same job you have already inspected (OR) If customer asked why the team said there is mold in duct after removing grills even though there was inspection?
Please note that the team will still need to revalidate as the  inspector didn't have the capability to remove the grills and check accessibility in his inspection.

3) If customer mentioned, why if there is mold you will not proceed with AC job?
In case duct liner is mold effected, the team will not proceed with the treatment as this may cost the molds to spread and affect other areas and affect the family health.
Note: For mold & duct liner jobs, the client should not be in working area for their health.

4) If customer mentioned that he has mold issue or There is 
We are sorry but we do no have maintenance or mold service.
Maintenance Split: Freon Gas only for 15 DK including VAT.
5) If customer asked what is color name or code that we will use to paint the access panel:
Jotun - RAL 9010
If painting of property is old even if it is same color code, it will still look different.

6) If customer mentioned that my painting is not white:
If another color is required, please arrange the paint you need on the same day of the treatment and we will do it for you.

7) If customer will do one unit only and there is more than one unit:
A) Make sure that there is a clear point of contact for field team to coordinate which unit.
B) If point one cannot be done, make sure you write proper description of where is this unit exactly or let customer send a video. 
Split/Window Type AC - Disclaimer
Please note that the price and duration are estimated and on the day of the treatment, the experts will need full access for the home as they will revalidate everything before starting the job.
If there is any maintenance or mold issues within the AC discovered, the team won't cover it as it is not part of our scope of work as we only can help with refilling Freon Gas for cooling with 15 KD.

Customer Expectations: Click Here
AC: Up-Sell
By the way, usually our clients when they do AC service, they...:
Priority 1: Gel Air Block - Australian-made chemical-free gel that attacks molds, bacteria, and viruses and will improve indoor air quality. It will cost 12 KD per unit.
Note: For FCU unite, 1 gel air.
For package, 2 gel air.
Priority 2:After Care Contracts (ACC) (For three months from cleaning):
-Cleaning of grills
-Filter Cleaning
-Drain Trays and Pipe Cleaning
-Sanitization of the AC filter

For AAC for either FCU or Package unit, the pricing is the same.​

Priority 3: Air Purifier: NA
AC: Cross-sell
Just for you to know, one of our common requested services by the majority of our clients is:
Priority 1: Water tank (Villa only) -Deep Cleaning if client mentioned that he is moving to new home.
Priority 2: Soft Furnitures.
Priority 3: Annual Maintenance Contract: NA
Rejection of Up or Cross-sell:

No problem, just for your to know we also do: Pest Control and Surface Disinfection.

Is there anything else I can help you with?

CF Codes for AC:
Sr.  Service NameCF Code 
 1Full ACAC Full Cleaning
 2Basic Duct
AC Duct Cleaning
3Split Type AC AC-Split Unit
4Quarterly DisinfectionAC- Quarterly Disinfection/ Unit
 5 Permanent Access panelAC - Permanent Access Panel 
 6Temporary Access paneAC - Temporary Access Panel

Maintenance Contracts CF Codes for corporate - Click Here

AC: CF - FAQs

1- Add the number of units under the code of the service. Do not change quantity.


2- Format to be put on additional comments:

Booked by X, xx/xx/xxxx
Under TL: X
Payment: Card, Cash or Payment Link
Voucher amount: (If there is a voucher)
Special comments or agreements with customer.
Adjust the frequency if applicable 

Unpaid Template:

Prepayment xx% (KWD xxx.x) https://zspaay.co//xxxxxxxx

Kindly check the link if the client paid

Paid Template:

Prepayment xx% (KWD xxx.x) Paid

Kindly collect remaining balance KWD x,xxx.x


3- Note if customer asked about us using chemicals:

As I mentioned, our solutions are eco-friendly & Chemical free.
In CF: Write a note in additional comments do not use chemicals at all as client is chemical sensitive.

Deep Cleaning is recommended every 1 year as per NADCA.