Service Contractors Powering through Uncertainty with Heightened Focus on the Customer

Finding New Ways to Serve Customers in the Field During COVID-19 Pandemic


Service businesses will experience more and more uncertainty the longer we remain on lockdown. Some of the struggles service businesses must endure are focused around working with less resources. 

From our survey of field service businesses, we discovered 60% of those organizations are working at a reduced capacity right now. This labor shortage is not only bad for the workers, but also for the business itself. About 80% of the businesses we surveyed expect to see a revenue decrease in 2020 as a result of COVID-19. The remaining 20% indicated uncertainty of the impact on their revenue. 

Perhaps the biggest challenge service businesses face is how to overcome all of this as they receive more and more pressure to meet customer needs while also finding ways to acclimate to working remotely. 



Like any service industry, HVAC companies must find new and creative ways to continue serving and providing value to their customers. Most importantly, how do they do so safely? The Mechanical Contractors Association of America (MCAA) has outlined some steps that HVAC companies take to make the most of this trying time. 

First and foremost, since HVAC is designated as an essential business, all technicians and administrators should familiarize themselves with the latest government regulations linked to COVID-19. 

Next, adopt some new practices that will keep both your customers and technicians safe. Have your technicians keep a distance of six feet or more between all others they may encounter in the field. Make sure all equipment is decontaminated before and after use. Be sure to reassure your customers that these procedures will be followed to provide the safest experience for both parties.

Your company should also create a safety checklist that can be followed prior to dispatching your technicians. This will ensure that none of your techs are showing symptoms of COVID-19, nor have been exposed to the virus.



Since the outbreak of COVID-19, electrical workers have worked tirelessly in hospitals and other dangerous environments. They are some of the most essential workers at this time. But not only that, they are some unlikely heroes that are playing a crucial role in supporting those actively treating those infected. 

After adding 60 beds to Beaumont Hospital, Center Line Electric delivered 50 meals to healthcare workers at the hospital and 35 more to a local children’s hospital. Hospital workers need perhaps the most support out of any of us as they are consistently on the front lines trying to help those that are sick.

Other electrical companies are sending workers to help reopen healthcare facilities to combat the spread of the virus and help those infected. Jamerson & Bauwens Electrical Contractors is helping to reopen WestLake Hospital in Illinois. The hospital had previously been retired, but will be opening to help treat COVID-19 patients. The hope is to be able to treat up to 350 patients at this reopened facility.


Fire protection

Fire protection services are considered essential at this time as healthcare facilities are required to maintain proper fire protection equipment. As the demand for healthcare services grows, so too does the need for fire protection services. Technicians have been tasked with helping reconfigure existing healthcare spaces as well as new ones. The healthcare industry has needed to reconfigure non-healthcare facilities to be able to house sick patients. Because of that, technicians have had to ensure that hotels, motels, arenas, and convention centers have adequate fire protection in place. 

If your fire protection team is tasked with securing a reconfigured non-healthcare facility, the National Fire Protection Association recommends that you consider the following alternative means to providing fire safety:

  • Prevention: Make sure all flammable materials are properly stored and that all ignition sources are limited. The best way to protect patients against a fire is to simply prevent one in the first place.
  • Detection: In the event of a fire, fast detection is enough to minimize damages. Be sure that you have an adequate number of smoke alarms throughout the facility. NFPA recommends a single-station or interconnected smoke alarm system that can notify both the building occupants and the fire department in the event of an emergency.
  • Sprinkler systems: Automatic sprinkler systems are mandated for all new healthcare facilities and require regular inspection, maintenance, and testing. Make sure there is a water supply available.



This pandemic has forced the entire service industry to become more resourceful and to think outside the box to meet customer demands. It is no longer about just providing your customers with satisfactory service. Service providers must now go above and beyond to make the customer feel safe and comfortable as part of their experience. Other service providers have begun offering their skills and resources to support their communities through charity and working on projects that will help treat the sick.


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