Klein Cooling technicians regularly enter homes containing animals.
Most are friendly.
Some are extremely friendly.
Some are friendly according to the homeowner.
These are not necessarily the same thing.
This section establishes procedures for interacting with customer pets while protecting:
Technicians shall remember:
You are entering the animal’s home.
The animal did not schedule the appointment.
Dogs shall be treated respectfully.
Do not assume a dog is friendly because:
The dog has not signed this agreement.
Allow the homeowner to manage the animal.
When entering a home with a loose dog:
If the dog brings you a toy:
You may throw the toy.
Once.
This limit is theoretical and has rarely been successfully enforced.
The statement:
“He doesn’t bite.”
shall be accepted politely.
It shall not be treated as a manufacturer-certified specification.
The following statements shall receive similar treatment:
“He’s all bark.”
“He just wants to smell you.”
“He’s never done that before.”
“He loves people.”
“He doesn’t usually act like this.”
The technician shall use reasonable judgment.
Yes.
We noticed.
Dogs frequently express interest in HVAC service.
Common activities include:
Dogs are permitted to observe work when safe.
They are not authorized to:
No matter how enthusiastic they appear.
Technicians shall maintain reasonable control of tools and materials around pets.
Particular attention should be given to:
If a dog takes an item from the tool bag:
Do not immediately begin a high-speed pursuit through the customer’s house.
Evaluate the item.
Request assistance from the homeowner.
Negotiations may be necessary.
If the stolen item is a rag:
Recovery is encouraged.
If the stolen item has become part of a game:
The technician has made a tactical error.
This is an important section.
Read it now.
Do not wait until you need it.
If a customer’s dog escapes due to an open door, gate, or other access point during Klein Cooling’s visit:
The technician’s first response shall not be to immediately pursue the dog on foot.
The technician shall first clearly and enthusiastically state:
Then observe the dog’s response.
Many dogs have spent years undergoing highly effective food-based recall training without anyone realizing that is what happened.
If the dog returns:
Excellent.
Assist with securing the animal.
If the dog does not return:
Notify the homeowner immediately and assist as reasonably appropriate.
If pursuit becomes necessary:
Use reasonable judgment.
Do not:
Secure hazardous work conditions first when possible.
Then assist.
If a technician opened the gate:
The technician closes the gate.
If a technician opened the door:
The technician ensures the door is secured.
If the dog escapes because we failed to do one of those things:
Help get the dog back.
Do not stand in the driveway explaining technically whose fault it was.
This is not the time.
Technicians shall not feed customer dogs without permission.
This includes:
If the homeowner provides a treat for the dog:
The technician may deploy the treat as directed.
See §5.6.1.
The word remains:
TREAT.
There will be no examination on this material.
There may, however, be a practical.
Cats require a different operating philosophy.
Dogs generally want to know:
“Who are you and why are you in my house?”
Cats generally want to know:
“Why is this panel open and can I get behind it?”
Maintain awareness.
Cats may attempt to:
Do not close equipment until cat status is reasonably established.
A cat inside an air handler is outside the approved commissioning procedure.
If a customer cat exits through a door or gate during the service call:
Determine whether the homeowner has expressed concern.
If the homeowner indicates the cat is not permitted outside:
Notify the homeowner and assist reasonably.
If nobody appears concerned:
Continue working.
He probably just wandered in here anyway and claimed the customer’s garage as his own.
Do not initiate a neighborhood-wide foot pursuit of a cat unless specifically requested and reasonably appropriate.
The cat knows where it is going.
You do not.
The cat also has substantially more experience being a cat.
Technicians are not responsible for determining ownership of cats observed:
If the homeowner states:
“That’s not our cat.”
accept this information.
Continue working.
Further investigation is outside the scope of HVAC service.
Before closing an attic access:
Look.
This is particularly important if a cat was previously observed nearby.
Technicians shall make reasonable efforts not to accidentally relocate customer cats into attics.
If the homeowner states:
“Oh, he goes up there all the time.”
this information substantially changes the situation.
Proceed according to homeowner direction.
Do not become involved in longstanding household arrangements.
Birds may be present inside customer homes.
Technicians should avoid:
The final item is especially important.
See Section 03.8 — Profanity.
A talking bird may repeat:
Technicians shall not treat statements made by birds as customer authorization.
A parrot saying:
“DO IT.”
does not approve the repair.
Obtain authorization from a human.
Customers may own:
If the animal is contained:
Continue working.
If the animal is not contained:
Ask the homeowner whether this is intentional.
Do not assume.
If a snake is observed loose inside the home:
Stop.
Locate homeowner.
Do not attempt identification based on:
“I watched a documentary once.”
The homeowner probably knows more about their snake than you do.
Let them handle it.
Tortoises may appear slow.
This does not mean they cannot position themselves directly behind the service vehicle during the exact 90 seconds nobody is looking.
Check before moving the vehicle.
Customer pets may include:
If contained:
Continue working.
If loose:
Ask the homeowner.
This prevents the technician from spending fifteen minutes attempting to remove what turns out to be:
“Kevin.”
Kevin lives there.
Fish generally require no special HVAC procedure.
Do not:
If a fish escapes:
There are larger problems.
Notify the homeowner.
Residential HVAC service in Florida occasionally stretches the definition of residential.
Technicians may encounter:
Use reasonable judgment.
Chickens may wander through the work area.
Generally:
Continue working.
Avoid stepping on chicken.
No additional procedure is necessary.
Goats should not be permitted unrestricted access to:
Goats appear to interpret most objects as preliminary food.
If a goat is discovered standing on a Klein Cooling service vehicle:
Remove goat.
Use reasonable means.
Do not damage goat.
Do not damage vehicle.
Photographic documentation is authorized after the immediate situation is controlled.
Management will want to see this.
Customers may own animals not specifically addressed by this manual.
This is expected.
Klein Cooling will not attempt to maintain an exhaustive list of animals capable of being kept inside a Florida residence.
If an unfamiliar animal is encountered:
The statement:
“I’m good with animals.”
does not override this procedure.
If the technician cannot immediately determine whether the animal is:
do not guess.
Ask.
This is the animal equivalent of Section 12 — The “I Don’t Know” Policy.
Florida wildlife is not automatically a customer pet merely because it is located on customer property.
This includes:
Wildlife interacting with HVAC equipment will be addressed separately in Section 11 — Things Living Where They Shouldn’t Be.
Anole lizards frequently occupy outdoor HVAC equipment without authorization.
They are not employees.
They are not apprentices.
They have received no electrical training.
Their continued interest in contactors remains unexplained.
Technicians should make a reasonable effort to remember pet names during the service call.
If the dog’s name is Buddy, this should be achievable.
If the customer owns six visually identical cats:
Reasonable effort is sufficient.
Do not repeatedly refer to an animal as:
“The brown one.”
when the customer has already provided a name.
Acceptable:
“Hey, buddy.”
This phrase has broad compatibility.
Do not guess.
Calling Bella “Princess” may create unnecessary confusion.
Employees may interact appropriately with friendly customer pets.
Petting a dog is acceptable.
Scratching a cat is acceptable when the cat has authorized the transaction.
Throwing a ball once is acceptable.
The technician shall remember that they are still at work.
If ten minutes have passed and the technician is sitting on the floor playing with the dog:
Return to HVAC.
The customer did not schedule a playdate.
Even if the dog clearly did.
Employees are not required to interact with animals they are uncomfortable around.
If a technician feels unsafe:
Ask the homeowner to secure the animal.
This is professional and appropriate.
There is no prize for completing a capacitor replacement while being stalked by a 110-pound animal named Cupcake.
The following statements shall be heard respectfully:
“He’s friendly.”
“She doesn’t bite.”
“He’ll leave you alone.”
“She just wants attention.”
“He’s never done that before.”
“Don’t worry about him.”
“He thinks he’s a person.”
“She’s an indoor cat.”
“That’s not our cat.”
Technicians shall then evaluate the actual situation in front of them.
Customer pets are part of the customer’s home.
Treat them respectfully.
Protect them from:
Protect yourself when necessary.
Ask the homeowner for help when appropriate.
Do not assume.
Do not panic.
Do not teach the parrot profanity.
Do not accidentally install the cat in the air handler.
Do not allow the goat to eat the paperwork.
Close the gate.
And if the dog gets out:
If the cat gets out:
Determine whether anyone cares.
If nobody does:
Continue working.
He probably just wandered in here anyway and claimed the customer’s garage as his own.
END OF SECTION 05
