BY GEORGE LANTHIER
that should be done with all new tanks and lines( Figure 2). In our case we disconnect both ends of the line and put a“ compound gauge” on one end and a hand pump( Figure 3), on the other. The line should be tested for both pressure and vacuum to be 100 % sure. The test on pressure should be for five psi for five minutes and a vacuum of five inches Hg for five minutes. After completing the test that proves the line secure, we interviewed the customer. It should be noted that a complete combustion test is also not a bad idea, but most of us can tell if that’ s the problem or not. Old equipment burns poorly and wastes fuel.
The scenario here is very common and if it hasn’ t happened to you, it will. It turns out the tank was filled three days before Thanksgiving and refilled four days after Christmas, figure it out now? So, the customer interview goes like this:“ I can’ t find anything wrong with the technical side of your equipment,” I state.“ Let me ask you a few questions if I may? Were there any changes in your home over the period of time? Any visitors, guests etc.?”
“ Oh boy”, says the customer,“ I forgot about that. Yes, the kids were home from college and turned up the heat in the bedroom addition and the basement den.”
“ Did they do any laundry,” I ask, knowing the boiler also heats hot water.
“ Yes,” she answers,“ they brought home a ton of laundry and took three showers a day too!”
I see her realizing what happened but decided to throw in it was also a much colder winter than the last few years. Change, change, change!
We agree to see what happens between now and the next delivery and it’ s always been my habit to follow up and when I do I find everything has gone back to what they consider normal, changes fixed.
There’ s always a reason for the changes that occur that create problems, but they are not always mechanical or electrical. If you’ re a regular reader of my material you’ re probably familiar with
Figure 3
Lanthier’ s Laws. Although there are 12 of them the points in this article directly relate to these four: 1. Listen to the customer. This is not only the first rule because it makes sense, but it also acts as a pathway to troubleshooting, and besides it’ s just a courteous and professional thing to do. The trick is to listen. If you really hear the customer out, you’ ll know what the real complaint is, and you can fix it. 2. Assume nothing. 3. Always read the directions, don’ t kneel on them. 4. The customer is almost never right, but they’ re why you have a job.“ The customer is always right.” Ever hear that one? Ennnh, that’ s wrong. But if we followed Rule 1, we might be able to at least make the situation right for them.
By the way, if you think that nail through the thermostat wire is exceptionally rare, I’ ve had three over the years and heard of several more. That won’ t happen ever again as soon as everything goes wireless.
Over the years I’ ve had a lot of people borrow and adopt my teaching and service principle of“ something changed” and that’ s good because we all learn from each other and imitation is the greatest compliment. See ya! l FON
George Lanthier is the owner of Firedragon Academy( www. FiredragonEnt. com).
32 SEPTEMBER 2025 | FUEL OIL NEWS | www. fueloilnews. com