An HVAC owner inherited his father's 46-year-old company in 2022 and shifted from word-of-mouth to retention. He now sells maintenance contracts and a proprietary Smart AC product that keeps his company in customers' phones, turning one-time repairs into ongoing relationships.
Chapters
My dad, my dad been in the ag listing for my entire life.
And then, uh, he, he bought this company in '94.
Company's 46 years old, same as me. Um, since then, about '22, he, he passed away. So then I took it over and, uh, just been really focused on customer retention, customer-focused, like maintenance contracts, keeping those customers, not letting them die. Not let them go elsewhere looking for somewhere else. You know, the climate's changed a little bit. Back in the day when my dad ran it, it was, you know, just go out, fix it. Customer's gonna call you back. Phone book, everybody was there. They find you.
And I just saw the, saw it shifting, you know, with, with the shift for Google and everything else.
Everyone's Googling air conditioning, AI, you know, all the smart devices. You can, you can ask your smart device who to call, where to call. They give you your recommendations. So if I can use technology to keep that customer in my back pocket or on your phone, you know, I'm right there, easy to click. They, they, they push the button, they got me. And just making that shift to customer retention has helped us go from basically zero to full speed. I mean, we, we sell maintenance contracts every day. Customers call in, Google, wherever it's coming from. They, you know, hey, we got this maintenance contract. We can keep this from happening in the future. And, and we install the Smart AC product. So you talk to them.
