Since 1932 when Goettl Air Conditioning was founded by brothers Adam and Gust, the company has been at the forefront of elite air conditioning companies in the Southwest. The company was the first to introduce refrigerated air conditioning and evaporative cooling systems to desert dwellers.
The customer satisfaction and profitability had been among the best in the business until the nineties when things began to go sour in a hurry. The company had been purchased by a large national management company. It turned out that while things looked good at the outset, it became impossible for the larger company to focus on the details that make customer service happen in an excellent way.
In 2013 Goettl was purchased by Ken Goodrich who had made a career out of revitalizing sick and deteriorating companies and bringing them back to a profitable state. The challenge with Goettl included a lawsuit where there had been possible questionable business tactics and terrible customer satisfaction with employee morale that was in the gutter. Check out bbb.org for more info.
Goodrich immediately began communications push with both customers and employees which eventually turned the tide. The focus changed from just counting money to the emphasis on 100 percent customer satisfaction. More community involvement such as the 50,000 cases of water donated to the homeless in Phoenix in the hot summer is an example of the many community events Goettl sponsored. For more details visit LinkedIn.
Located in Phoenix, Tucson and Las Vegas, Goettl has always been focused primarily in the residential heating and air markest. As was well-stated in a recent issue of BizJournals, the Goettle of Southern California based Walton Heating and Air brought a new dimension to the table. Walton Heating and Air has always been a commercial HVAC dealer and was light in the residential area. So a marriage was made in heaven when Goodrich made the acquisition.
Todd Longbrake, the owner of Walton’s had stated that he had expanded Walton’s to the maximum limit that he was capable of and that the company had reached a plateau. Since the acquisition, the Southern California branch has had a tenfold growth. You can also check reviewbuzz to see more.
Customers are happy again and the total revenue annually has reached in excess of $50 million. Goodrich put into place a 100 percent satisfaction guarantee for all service, parts, and equipment. If the customer is not happy, you do not have a business, according to Goodrich. He also implemented a hiring and training program that has added techs and office personnel the right way so that there is an adequate backup for customers.