HVAC Know It All Podcast

In this episode of the HVAC Know It All Podcast, host Gary McCreadie continues his conversations with Jim Fultz, National Technical Training Manager at Copeland, and Joshua Souders, Manager Product Management at Copeland, about airflow, static pressure, and modern diagnostic tools. In Part 2, they talk about how AI and smart technology are changing the HVAC industry. They explain how tools like Scout AI give technicians fast access to accurate product data, helping them find parts, check specs, and work more efficiently on site. The discussion also covers how connected equipment and predictive monitoring are starting to detect issues early and support better service decisions. Gary, Jim, and Joshua share their thoughts on whether AI could replace technicians and agree that it will only support their work, not take their place. They also talk about how homeowners may try simple fixes, but most will still rely on skilled professionals for safe and reliable service. 
Gary, Jim, and Joshua discuss how AI tools and connected systems are improving efficiency for HVAC technicians. They explain how Scout AI gives quick access to compressor data, parts, and local availability, helping techs save time on the job. The conversation also covers how smart equipment and sensors can detect issues early and send alerts for possible failures. They talk about how AI may support faster diagnostics but still relies on a technician's skill to confirm problems. They finish by explaining that while some homeowners may try simple fixes, most will still depend on trained professionals for safe and reliable service.
Expect to Learn:
How AI tools like Scout AI help technicians quickly find compressor data and correct parts.

How using mobile apps can improve speed and efficiency while working on-site.

How connected equipment can detect issues early and send alerts about system problems.

Why AI is a support tool that helps guide troubleshooting, not replace technician skills.

Most homeowners still rely on professionals, even as information and tools become easier to access.

Episode Highlights: 
[00:00] - Sponsor: Factory Direct Filters ad
[00:42] - Intro to Jim Fultz and Joshua Souders in Part 02 
[02:27] - Scout AI: Uses Copeland's internal documents, not the web
[04:57] - Gary's story: Finding a crankcase heater part number via app
[09:07] - Will equipment predict failures and auto-alert technicians?
[12:44] - Will homeowners use AI to DIY and skip technicians?
[15:56] - "AI is a tool, not a solution" - can't replace human senses
[19:10] - Oil change analogy (most hire pros)
 
This Episode is Kindly Sponsored by:
Cintas: https://www.cintas.com/hvacknowitall
Cool Air Products: https://www.coolairproducts.net/
Factory Direct Filters: https://www.factorydirectfilters.com/
SupplyHouse: https://www.supplyhouse.com/tm
Use promo code HKIA5 to get 5% off your first order at Supplyhouse!
Follow the Guests Jim Fultz and Joshua Souders on: 
LinkedIn - Jim Fultz: https://www.linkedin.com/in/jimdfultz/  
LinkedIn - Joshua Souders: https://www.linkedin.com/in/joshua-souders-902b448b/  
LinkedIn - Copeland: https://www.linkedin.com/company/copeland/ 
 
Follow the Host on:
LinkedIn: https://www.linkedin.com/in/gary-mccreadie-38217a77/ 
LinkedIn - HVAC Know It All Inc.: https://www.linkedin.com/company/hvac-know-it-all-inc
Website: https://www.hvacknowitall.com
Facebook: https://www.facebook.com/people/HVAC-Know-It-All-2/61569643061429/  
Instagram: https://www.instagram.com/hvacknowitall1/ 
Follow the Podcast on: 
YouTube: https://www.youtube.com/@HVACKnowItAll  
Spotify: https://open.spotify.com/show/6LCBJGw0EHG03rdWHxUMce 
Apple Podcast: https://podcasts.apple.com/us/podcast/hvac-know-it-all-podcast/id1359253455

In this episode of the HVAC Know It All Business Edition Podcast, co-hosts Gary McCreadie and Furman Haynes from WorkHero sit down with TJ O'Connor, President at Farmington Consulting Group to discuss key findings from the latest Contractor of the Future Report. Based on insights from more than 1,000 HVAC contractors across the United States, TJ shares what top-performing companies are doing differently when it comes to sales, marketing, customer experience, and business operations. From proposal strategies that increase close rates to marketing investments that drive growth, this conversation is packed with actionable business advice for contractors at every stage.
TJ O'Connor is a leading industry analyst focused on the HVAC channel. Through Farmington's annual Contractor of the Future Report, TJ works closely with contractors, distributors, and manufacturers to uncover trends, best practices, and strategies that help HVAC businesses grow profitability and stay ahead of industry changes.
 
Expect To Learn:
- Why the most successful HVAC contractors focus as much on business operations as technical expertise
- How offering four or more proposal options can significantly improve close rates
- The relationship between marketing investment and business profitability
- Why tracking marketing performance is essential for sustainable growth
- How Google Business Profiles and online reviews influence lead generation
- The importance of choosing profitable jobs instead of simply chasing volume
- Why premium customers often create more long-term value than price-focused customers
 
Timestamps:
00:00 - Introduction
01:14 - Contractor of the Future Report
02:35 - How Farmington Collected Data from Over 1,000 HVAC Contractors
04:18 - What the Top 10-15% of Contractors Are Doing Differently
06:33 - Why Offering More Proposal Options Increases Sales
09:40 - Moving Beyond Good-Better-Best Pricing Models
11:34 - Should Contractors Walk Away from Certain Jobs?
14:18 - Building a Consistent Year-Round Marketing Strategy
19:05 - The Most Effective Lead Generation Channels in HVAC
20:15 - Using Social Media and TikTok to Grow an HVAC Brand
22:12 - Why Some Customers Create More Long-Term Value Than Others
23:38 - Maintenance Plans, Referrals, and the Lifetime Value of Premium Clients
 
Follow our Guest TJ O'Connor:
LinkedIn: https://www.linkedin.com/in/tjoconnorfcg/ 
Company LinkedIn: https://www.linkedin.com/company/farmington-consulting-group/ 
Company Website: https://farmingtonconsulting.net/ 
 
Follow Gary McCreadie:
LinkedIn: https://www.linkedin.com/in/gary-mccreadie-38217a77/ 
Website: https://www.hvacknowitall.com 
Facebook: https://www.facebook.com/people/HVAC-Know-It-All-2/61569643061429/ 
Instagram: https://www.instagram.com/hvacknowitall1/ 
 
Follow Furman Haynes: 
LinkedIn: https://www.linkedin.com/in/furmanhaynes/ 
WorkHero: https://www.linkedin.com/company/workherohvac/ 
Instagram: https://www.instagram.com/workhero__/

In this episode of the HVAC Know It All Podcast, host Gary McCreadie is joined by Jim Fultz, National Technical Training Manager at Copeland, and Joshua Souders, Manager Product Management at Copeland,  to talk about how AI is starting to impact the HVAC industry and how technicians can use it in their daily work. They explain that AI is a helpful tool, not a replacement for skilled workers, and highlight how it can improve efficiency in both the field and the office. The conversation covers how AI gathers information, its limits in troubleshooting, and the importance of understanding where answers come from. Gary, Jim, and Joshua also discuss real examples, tools like Copeland's Scout AI, and how new technicians can use AI to learn faster while still building strong fundamentals.
In this conversation, Jim and Joshua explain how AI is being used in the HVAC industry and how technicians can apply it in their daily work. They describe how AI gathers information from different sources and can help with troubleshooting, while still depending on the quality of the input it receives. Jim, Joshua, and Gary discuss tools like ChatGPT and Copeland Scout AI, along with real examples of using AI to solve field problems. They also cover how AI can improve efficiency in the office and field, and how technicians should use it as a support tool while continuing to build strong knowledge and skills.
Expect to Learn:
How AI is being used in the HVAC industry and why it is becoming more common.

How tools like ChatGPT and Copeland Scout AI can help with troubleshooting.

How AI gathers information from sources like forums, videos, and online discussions.

How technicians can use AI to improve efficiency in both field and office tasks.

How to use AI as a support tool while still building strong technical knowledge.

 
Episode Highlights: 
[00:00] - Sponsor Ad: Factory Direct Filters
[00:42] - Intro to Jim Fultz and Joshua Souders in Part 1
[02:26] - AI in HVAC - controversial but inevitable
[02:59] - AI is only as good as its input data
[05:32] - AI is a tool - learn it or fall behind
[07:46] - Used ChatGPT to solve a real burst pipe investigation
[11:28] - AI scours forums & Reddit for answers instantly
[15:53] - How can new techs use AI instead of calling the boss
[20:38] - Copeland's Scout AI - voice-powered lookups in the field
This Episode is Kindly Sponsored by:
Cintas: https://www.cintas.com/hvacknowitall
Cool Air Products: https://www.coolairproducts.net/
Factory Direct Filters: https://www.factorydirectfilters.com/
SupplyHouse: https://www.supplyhouse.com/tm
Use promo code HKIA5 to get 5% off your first order at Supplyhouse!
Follow the Guests Jim Fultz and Joshua Souders on:
LinkedIn - Jim Fultz: https://www.linkedin.com/in/jimdfultz/
LinkedIn - Joshua Souders: https://www.linkedin.com/in/joshua-souders-902b448b/
LinkedIn - Copeland: https://www.linkedin.com/company/copeland/

Follow the Host on:
LinkedIn: https://www.linkedin.com/in/gary-mccreadie-38217a77/
Website: https://www.hvacknowitall.com
Facebook: https://www.facebook.com/people/HVAC-Know-It-All-2/61569643061429/ 
Instagram: https://www.instagram.com/hvacknowitall1/ 
Follow the Podcast on:
YouTube: https://www.youtube.com/@HVACKnowItAll
Spotify: https://open.spotify.com/show/6LCBJGw0EHG03rdWHxUMce
Apple Podcast: https://podcasts.apple.com/us/podcast/hvac-know-it-all-podcast/id1359253455

In Part 2 of this Mental Health series episode of the HVAC Know It All Podcast, host Gary McCreadie continues his conversation with Gerry Wagner, President of  Education, Services & Products Company LLC (ESPCO LLC). Gerry shares his experiences with depression, suicidal thoughts, long-term sobriety, and the challenges of maintaining mental wellness. He discusses the importance of support systems, therapy, spirituality, and setting boundaries with people who do not support personal growth and recovery. The episode highlights resilience, self-awareness, and the value of finding healthy tools to navigate life's struggles while helping others through openness and shared experiences.
Gary and Gerry discuss mental health, addiction, recovery, and personal growth in the trades. Gerry speaks openly about his experiences with alcoholism, depression, suicidal thoughts, and the long journey of maintaining sobriety. They talk about the importance of support systems, therapy, spirituality, and setting boundaries with people who are not supportive of recovery. Gerry also shares how helping others, staying self-aware, and finding healthy coping tools have helped him manage life's challenges. The conversation highlights resilience, honesty, and the value of seeking help while continuing to grow as a person.
Expect to Learn:
Why suicidal thoughts are often connected to deep emotional pain and hopelessness.

How sobriety, support groups, and professional help can play a role in recovery.

Why finding the right coping tools is important for managing mental health challenges.

How spirituality and personal beliefs can provide support during difficult times.

Why setting boundaries and surrounding yourself with supportive people can aid personal growth.

Episode Highlights:
[00:00] - Intro to Gerry Wagner in Part 02 
[02:27] - Is suicide a selfish act?
[06:02] - Openly discussing sobriety as self-therapy
[08:02] - First AA meeting: boss's shocking testimony
[11:19] - Higher power without religion
[13:45] - Imposter syndrome in men & the trades
[18:13] - Called a drunk: owning it forever
[20:09] - Cutting toxic family out for good
[25:53] - Hope this helps one person look in the mirror
This Episode is Kindly Sponsored by:
Cintas: https://www.cintas.com/hvacknowitall
Cool Air Products: https://www.coolairproducts.net/
Factory Direct Filters: https://www.factorydirectfilters.com/
SupplyHouse: https://www.supplyhouse.com/tm
Use promo code HKIA5 to get 5% off your first order at Supplyhouse!
 
Follow the Guest Gerry Wagner on: 
LinkedIn: https://www.linkedin.com/in/gerry-wagner-1b154228/  
Education, Services & Products Company LLC (ESPCO LLC): https://www.linkedin.com/company/education-services-products-company-llc-espco-llc/   
Instagram: https://www.instagram.com/gerrythehvactrainer/   
 
Follow the Host:
LinkedIn: https://www.linkedin.com/in/gary-mccreadie-38217a77/ 
Website: https://www.hvacknowitall.com
Facebook: https://www.facebook.com/people/HVAC-Know-It-All-2/61569643061429/  
Instagram: https://www.instagram.com/hvacknowitall1/

In this episode of the HVAC Know It All Business Edition Podcast, co-hosts Gary McCreadie and Furman Haynes from WorkHero sit down with Roland Ligtenberg, Co-Founder and SVP Growth & Innovation at Housecall Pro to discuss why cash flow is one of the most important factors for HVAC and home service businesses, especially in today's repair-focused economy. The conversation explores how CRMs and field service management software help contractors invoice faster, collect payments quicker, improve customer retention, and streamline operations. They also discuss the shift from replacement-heavy business models toward repair and service work, emphasizing the importance of technical training, customer experience, maintenance memberships, and operational efficiency.
Roland explains how successful contractors are adapting to a repair-driven market by improving customer experience, speeding up payment collection, implementing maintenance memberships, and leveraging technology without losing the personal touch that homeowners value.
 
Expect to Learn:
- Why fast invoicing directly impacts business cash flow
- How CRMs help HVAC contractors collect COD payments faster
- Why the industry is shifting from replacements to repairs
- The importance of technical diagnostics over aggressive sales tactics
- How maintenance memberships improve long-term customer retention
- Why "happy calls" can generate more 5-star reviews and repeat business
- How financing options increase estimate acceptance rates
- The real impact of AI and private equity on the HVAC industry
- Why local service businesses still hold a competitive advantage
 
Timestamps:
00:00 - Introduction
00:52 - Importance of cash flow and invoicing quickly
01:46 - How Housecall Pro helps contractors collect COD payments onsite
04:39 - Cash flow vs profit margins in small business
05:47 - Shift toward repairs over replacements
11:04 - The value of technical training and diagnostics
12:01 - Marketing, maintenance plans, and customer touchpoints
12:27 - Why membership plans matter for long-term growth
13:02 - Refrigerant regulations and repair practices in Canada
14:36 - AI, private equity, and the future of HVAC businesses
19:19 - Rolan shares contact information and closing remarks
 
Want to learn how top HVAC contractors are improving cash flow, streamlining operations, and using AI without losing the personal touch?

Connect with Roland Ligtenberg and discover how modern field service businesses are scaling smarter with tools like Housecall Pro.
📞 Call Roland directly: (858) 215-1512
 
Follow our Guest Roland Ligtenberg:
LinkedIn: https://www.linkedin.com/in/rolandal/ 
Instagram: https://www.instagram.com/rolandal/ 
Facebook: https://www.facebook.com/rolandaligtenberg/ 
Company Youtube: http://www.youtube.com/@HousecallPro 
Company LinkedIn: https://www.linkedin.com/company/housecallpro/ 
Company Website: https://www.housecallpro.com/ 
Company Instagram: https://www.instagram.com/housecallpro/ 
Company Facebook: https://www.facebook.com/housecallpro/ 
 
Follow Gary McCreadie:
LinkedIn: https://www.linkedin.com/in/gary-mccreadie-38217a77/ 
Website: https://www.hvacknowitall.com 
Facebook: https://www.facebook.com/people/HVAC-Know-It-All-2/61569643061429/ 
Instagram: https://www.instagram.com/hvacknowitall1/ 
 
Follow Furman Haynes: 
LinkedIn: https://www.linkedin.com/in/furmanhaynes/ 
WorkHero: https://www.linkedin.com/company/workherohvac/ 
Instagram: https://www.instagram.com/workhero__/