⭐ ⭐ ⭐ ⭐ ⭐ ⭐

An every now and then newsletter for the ac guys

Alright everyone, we’re starting a super simple company newsletter.  It’s called, ⭐ ⭐ ⭐ ⭐ ⭐ ⭐ (six stars).  The goal, for the newsletter, is to get all of us on the same page and aiming in the right direction.  The goal, for the company, is six star ratings from our customers.  Yes, that’s technically impossible, but so what.

Two topics for today:

  1. Our Mission
  2. I’m not going to tell you.  Read your way to it.  You’ll be glad you did.  Trust me.

Topic #1: Our Mission

When surveyed, air conditioning and heating customers in Texas consistently demand three main things:

  1. Prompt response to their need
  2. An expert who can solve their problem
  3. A fair price

Note: These are listed in order with, “a fair price,” coming in a distant third.  In other words, promptness and solving the problem are more important to customers than pricing.  

Furthermore, by far, the #1 complaint against contractors is their failure to show up and complete the work in a timely manner.  (For those who have already nodded off: Complaints are bad.  Complaints do not support our Six Star Standard.  Complaints get one star, “WTH is this company doing in business?” reviews.)

If a company can meet the three basic requirements above, they will have customers for life who will tell their friends.

So,

“We show up zippity zip zip fast, do stunningly awesome work, and charge a fair price.”

This company tagline is merely a clever restatement of what customers want… and therefore, what we will strive to deliver.

This is our mission.

So, how do we do this?

“Zippity zip zip fast” 

  • We focus/market primarily in Hays County.  We stay close to home so we can get to our customer’s homes quickly.  
  • We answer the phone or return voicemails/emails/texts promptly.
  • We schedule calls the same day if possible or the next morning at the latest.
  • We show up on time or call with an update if we’re running behind.  Late ain’t great. 
  • We will maintain a stock of common parts and supplies on our vans (or nearby at our storage) in order to avoid that “drive of shame” time wasting trip to the supply warehouse.

“Stunningly awesome work”

  • Ultimately, customers pay our paychecks, so we seek to meet their needs.  They may be grumpy when we get to their house (because it’s hot), but they’ll be happy when we leave (because it’s cooling down).
  • Respect the customer’s home.  They notice and appreciate it.
  • Keep your work area (aka, the customer’s home) clean and organized.
  • Perform a thorough diagnostic, looking for the primary cause of failure and any possible secondary contributors.  Fix it right and completely the first time, so you don’t have to come back and fix it again.
  • Always be kind and professional to the customer.  They’re having a bad day because their AC is broken and it’s going to cost them some money to repair it.  You’re having a good day because you are using your skills and getting paid to do it.

“A fair price”

  • It costs a lot to operate a business.  Wages, taxes, holiday pay, paid time off, vans, fuel, maintenance, insurance, equipment, supplies, license, continuing education, marketing, credit card processing fees, paid time off, etc.  
  • We are not the cheapest AC company in town, nor are we the most expensive.  In other words, we charge a fair market price.  We are awesome at what we do… so we charge for that service – We respect ourselves.  We are honest at what we do… so we do not rip off our customers – We respect them.

 

Topic #2: Paid Time Off

Being awesome can be tiring… so how about some Paid Time Off!!!

  • 40 hours of Paid Time Off (PTO) per calendar year (January-December).
    Note: In the first year of employment, these hours are prorated based on hire date.
  • If you leave the Company, for whatever reason, PTO will be calculated only through the current fiscal quarter.
  • Requests for PTO must be made at least one week prior. 
  • Requests for 16 hours or more of consecutive PTO must be made at least 2 weeks in advance.
  • PTO can be used for Sick Days.  Please give as much notice as possible. A doctor’s note may be requested before PTO is granted.
  • PTO requests will not be honored for no call/no shows. 
  • PTO must be used within the calendar year.  Hours do not carry over into the next year.  Said another way: Use them or lose them.
  • For 2023, this policy is retroactive to the beginning of the year.