Customers can be a fickle lot. You do your best for them, but they move on in spite of your fair pricing and Johnny-on-the-spot response times. When I first ventured out on my own, I offered plumbing, heating and repairs. Although I had installed air conditioning equipment, I had no practical experience trouble-shooting or repairing AC systems.
I also wanted to expand my business and take on employees. Coming up through the mechanical trades, employers traditionally did not want employees who knew more than they did and were reluctant to reimburse you for advanced training. Rather than have a stuck-in-the-mud mindset, I deliberately set out to hire employees whose skill sets in specific areas exceeded mine. My long-term goal was to manage the business while cross-training employees so they would become versatile enough to handle all facets of PHVAC issues, with a keen emphasis on the service and repair side because that was my own background and where my passion lay. It’s no secret that is also where the highest profit margins can be found.