The Next Contractor

John R. Hall

I am looking for some contractors who would like to help out in my research for a book I am planning to write soon (no date set). The basic premise of the book is to discuss what the "next" HVACR contractor will look like -- the size of the company, markets served, products offered, business plan, training, marketing/advertising, etc. I want to explore trends that are happening now and also find out from contractors how they got into the business and the obstacles/successes they had along the way.

I can't pay for your input, other than to mention you in the book and offer a free copy. The ultimate goal is to provide a helpful tool for contractors who are looking to expand their market base or people who are exploring the possibility of starting up their own HVACR contracting business. This book will also be "generic" enough to offer suggestions to people starting up other types of service businesses.

I will only be interviewing contractors because the premise is "written by contractors for contractors."

I plan to conduct phone interviews or I can send out the form I am using via fax or e-mail if people would prefer to give feedback at their leisure. In any case, please contact me using my e-mail and let me know if you can help out.

Thanks so much,

John R. Hall/
Business Management Editor/
The Air Conditioning, Heating & Refrigeration News/
johnhall@achrnews.com

John R. Hall

One more try

I gotta bring this back to the top for one more try. What do you say Mr.(s) Milne, Yates, Ebels, Murphy, Kraft, Rohr, Runke, Eatherton, Hunt, Nye, Pollets, et al???

Murph'_4

they must be without power....

or thinking of a good analysis of what they think. (G) I think information and communications will play a big part in the future, some of us have mentors that are just a cell phone away (of course thats if they do NOT block your calls!). The info will be easier/faster to obtain. the technology is there, once it is embraced and used at a higher percentage is when we will see declines in energy usage. I feel (hope) that most companies will be mid size and regional, most will have two-three master techs (or what have you) and probaly double that in support staff.

From what i see you will always need leadership from people that have a vested interest in the co. ,I may be mistaken but the trend of the consolidator seems to be evaporating, the franchiser's will have to model after fast food , with the fast and cheap approach (i may get blasted, but there is only so many ways to split a dollar, surely they will not be able to overcharge and still keep market share) remember first one to the call of no heat or flooded home gets it, but with personal service from people they can trust and reconize will carry a lot of weight (many of my customers come from orphaned accounts from people that retire or other)


john i will ponder this some more and let you know


Murph'

Mike T., Swampeast MO

My wish:

That the (H)eating (V)entilating (A)IR (C)onditioning (R)efrigerating contractor becomes the:

(S)pace (H)eating (V)entilating (C)ooling (R)efrigerating contactor.

J.C.A._3

Murph,

You've hit on a major point (so early in the discussion too!) I too, think that the ability of a company will ultimately be judged on their response time.Let the big guys fall where they may, the customer is still more prone to use a company that, #1 , answers their phone,#2 CALLS THEM BACK! (even with a courtesy response to let then know they aren't immediately available) and most of all, #3 Shows up when they say they will.

I've been a long time in this fine field , and would like to state for the record, (and please quote me) If I show up at a job that I promised I'd be at and explain to the customer that I've run into an "unexpected problem" , yet tell them that I will show up at their job as soon as possible, They will be much happier than not calling or showing up at all.

These ARE the folks who pay our bills and keep our families fed. They deserve to be shown that we are trying our best. Sometimes it doesn't work out that way , and they will USUALLY understand that. If you don't show your mug and tell them, they'll be shopping .

I like my customers. The nicest thing I can say to them is that I want to see you , as much as you want to see me . Waving while passing each other on the road is nice, or sitting down for a beer when I'm in the same place as they are having dinner, is the best way! JMHO Chris.

Murph'_4

Waiting around for .....

A no-show just bites!! show the customer the same courtesy that you would want and expect, i showed up for an appointment the other day, no-one home, Hmmmmm? left a door hanger, got a call back said they did NOT expect me to be on time, I sez I hope you did NOT expect me to live "down" to thier expectations: new policy, always re-confirm all appointments set over 24hrs away!! RESPECT!!



Murph'

John R. Hall

Wazzup?

Everybody on vacation or is mum the word?

Bud_11

Honestly...John

this is probably the most active message board on the net when it comes down to the our industry. I have always been amazed at the lack of participation from service and installation techs. Always trying to figure out what can be done to create discussion...other than a few dozen regulars.I would like to find out what it's going to take to get more participation on the discussion boards. What do the HVAC'ers want and then find away to give it too them. What do owners want for their techs that will help them be more profitable, My site is screaming with traffic, yet not too much talk...and thats ok, as long as they're getting something out of it, and they are

What I'd like to see is a site that you could input your trouble shooting you did for the day and the course you took to correct it...password protected for service techs. and a search for such phrases...as equipment type?..problem? The return would bring you back a result list of others that had run into the same problem...and hopefully how they corrected it..or maybe there is something out there like that and I missed it?

Just to make a point here, Milwaukee Stove and Auer Steel placed a link to my website a long time ago and it's still there. Because we help out the industry in a way that they see benificial to the industry...So does Dan and they link to HeatingHelp.com also. I ask another distributor if I could place a monthly tip on installation of some particular layout poster or article that they could make copies of for their counter...their response was simply, "We don't get involved with that stuff!" Now coming from a business that depends on us being the best that we can be if not for our sake but the sake of the proper installation and a higher quality job of the equipment they sell us because a nice looking job will go along way, not only for the company that installed it but for the manufacture of the equipment...I would think they'd welcome it!

Sorry, what was the question...I think the small shops will win the business over the larger shops, at least in the residential market.I'm embarrsed at times to be in the trade after hearing what many other saleman are telling our customers. They get three differnt estimates and three different stories...
My business is 99% word of mouth. I like it that way, the problem is, I have my sons that help out but do not intend to be in the field long. I have no other employees. This leaves me with a great living, but no life:) Many of you I'm sure understand. I need to find away to affordably grow my business to the point we still remain small and profitable yet can afford to offer Insurance and benifits or walk away from it.
I tried to walk away from the business a coupla times...then a misses calls and has a friend who's looking for someone they can trust...would Bud be interested in helping them out..sure, but I tell them, I don't know how long I'm going to be in the business and it just doesn't matter too them.

Maybe i'll start teaching sheetmetal layout.

9 to 5...Here are two questions for you

How does one properly close the door if they choose to?
and what does one do with there life from from 5 till bedtime.

Sorry John...this is 100% out of scope. Just rambling on.


Bud

jackchips_2

I did, what you contemplate,

almost 20 years ago-1985. I had been in business for 13 years and was having the same questions you now raise, Bud.

Here's my answers to your two questions:

1) I took a while to find a job that would allow me to use two months to phase out my business. I continued to do service until a week before starting the job and then just gave referals. It took me another couple of months to complete the contracts-mostly new house finishes.

2) Enjoyed the kids, then grand kids and especially the ability to book vacations without worrying what would happen to my accounts while away.

Did I and do I miss it-sure, but it became to complex to run a one man plumbing shop and the thought of hiring was not on my or my wifes list of things to do.

Still, even after all these years, on Saturdays I don't golf, I feel lost with nothing "urgent" to do.

My apology's, also, John, for interjecting into your thread.

Jack

Bill NTSG

Mr. Hall

Been real busy and am currently in between computers. Eleft hooked me up with a new one but I have no adresses or shortcuts yet.
What was the question? I think we have to put the customer back in cuustomer service. I left an elderly couple today who called 7 roofers for estimates 6 returned the call and made appointments NONE showed up.

Big business[consolidators] have bought up most of the oil companies in my area. They have grown so big they can not service the customers. In the past the service men knew the customers, knew where the key was, knew where all the light switches are and the names of the dogs. Big business has become impersonal. Some people are willing to wait for some one they know and trust.

People are growing old, leaving the trade, and not passing on the knowledge.Things are getting dumbed down too much for me. The bar is being lowered while technology is advancing. I think we will get caught short in the future. The quality of material and the supply house inventory is getting worse. People behind the counter used to teach the tradesmen, now counter people move on as soon as something else comes along and we have to break in someone new.Don't get me wrong there are many qualified hard working people in the supply houses but many are leaving because of low pay etc.

This new central purchasing and just in time inventory and managers who get benefits for turning over optimum merchandise and having nothing on the shelve is more and more common. I don't like it.

Just like doctors, it is the age of the specialist. Every one needs a niche. I guess I am like the old family doctor. I know a little bit about everything but not enough about anything to really cash in. I even take chicken or pig in exchange for work now and then

John R. Hall

Many thanks

So far a lot of good contractors (and some questionable ones) are stepping forward with contributions to the book. Keep your thoughts coming!