Field Scenario

You’re installing a wood-burning insert and the customer, trying to save a modest amount on the total job cost, asks whether the block-off plate is really necessary since “the insert will still work and heat the room either way.”

What You Actually Do

You explain that the insert will indeed physically function without it, but that omitting the block-off plate means losing a meaningful amount of the efficiency improvement the insert was specifically purchased to provide, since room air will continue escaping up the open flue area around the liner — you don’t treat “it still works” as equivalent to “it performs as intended.”

Why This Matters

This is a case where skipping a component doesn’t create a safety or code problem, but does mean the customer doesn’t actually get what they paid for in terms of efficiency — worth explaining clearly so they can make an informed decision rather than unknowingly under-delivering on their own investment.

What a Strong Response Includes

• Distinguishing between “will it work” and “will it perform as intended,” explaining both honestly.
• Giving the customer accurate information to make their own cost-saving decision.
• Not implying a safety issue where the real issue is performance, or vice versa.