Message from the President, Ryan Rastetter

Team,

First, thank you for everything you do and continue to do each and every day for this company, our customers, and for each other.  Hopefully, you have been discussing your KPI’s and our values and how each of you is demonstrating those values throughout each day.  As we enter Fall and Winter, I want to share some highlights from this summer.  We talk about the DAWTS a lot: Details Matter, A.C.T Now, WOW Everyone, Team Over Me, Solution Oriented. This update is a look at the last 90 days (June 24 to September 22) through that lens.

The summer in five numbers:

• 451 five-star Google reviews (332 in the same period last year)
• 8,160 jobs completed
• 6,269 Comfort Club members (HCA 5,888, Alpine Aire 381)
• 58 different team members named by a customer in a five-star review
• 89% Estimated Hours vs. Actual hours across all install departments

DETAILS MATTER:  Meticulous care and attention to details

Every install department (Commercial, New Construction and Retro) improved on estimated vs actual hours on our completed projects.  One example is our retro departments delivering at 97% – a 16-point improvement from last year and they delivered a reduction in our call back rate. Reducing call back rates is difficult, delivering projects on budget is hard, and doing both at the same time is even more difficult.  Being attentive to the selling the projects right, reviewing them before dispatching and then delivering while on site takes a team effort and paying attention to the details.  I am proud to see all teams focused on those details to ensure successful execution of our projects for our customers.  Well done.

A.C.T NOW: Accountability, commitment and tenacity

Over the last 90 days, the office staff has been very focused on collecting money that is owed to us.  During that time, money owed to us for more than 60 days is down 27% from this time last year.  This is truly indicative of being accountable to following up with customers, collecting on site, inputting notes for accounting, and invoicing correctly.  This is a great example of ACTing with commitment and tenacity to improve collections.  Great work everyone.

WOW EVERYONE: Every job, every day

451 five-star Google reviews in 90 days, up from 332 in the same window last year. 58 different people on this team were named by a customer.  We have moved from 8% of jobs last year delivering a five-star review to over 12% (a 50% improvement!).  If this doesn’t tell you that our customers are delighted with all that you do, then I don’t know what does.  Read a few of these for yourself:

• “When he was finished he told me what he’d cleaned and tested, and that he’d changed the filter. He’d even fixed the filter cover (it was bent when we purchased the house) so the cover now fits properly. And just as importantly, he had a great sense of humor.”   Google review, August 25 (Isaac Schmitt, HVAC Service)

• “Our install team was on time, clearly communicated the project, and was respectful of entering in and out of the house. Our team was Ruslan and Antonio, who were both very friendly with our loud hound dogs, and went out of their way to say hello to the dogs!” Google review, August 12 (Ruslan and Antonio Salazar, Costco Install)

• “Kyle’s timely arrival is matched by his knowledgeable manner and fast work estimate delivery. Top rate response from Kyle won our business!”  Google review, July 20 (Kyle Lasicka, Plumbing)
• “Tonya is super friendly and helpful with scheduling and ordering. Brad was on time, professional, transparent, and explained everything clearly. He was able to identify the issue quickly on a Thursday, order the needed parts, and was back out Monday morning to fix the problem. Amazing!”  Google review, June 30 (Bradley Johnson and Tonya, HVAC Service)

TEAM OVER ME:  Greater outcomes through collective effort

The best reviews this summer were not about one person. They were about a hand-off or team effort: a sales person to an install crew, a tech to the office, a scheduler to a tech.

• “Steven Vick provided various options for a new furnace and air conditioning system. His documentation was incredibly clear. He never pressured us into buying the most expensive equipment. When it came time for the installation, Samuel Mahnke and Mario Felix were fantastic. They went above and beyond to ensure everything met local compliance codes. Highly recommend this team!”  Google review, June 27 (Steven Vick, Samuel Mahnke and Mario Felix, Retro)

• “I’ve been with Home Comfort Alliance (formerly Sullivan Heating) for 30 plus years. Tech Dan Kinzler came over to diagnose my problem and walked me through his troubleshooting. Today their sales associate Bobby Baker came over for an estimate to replace my system. I guess there’s a reason I’ve been a customer for over 30 years.”  Google review, July 30 (Dan Kinzler and Robert Baker)

• “From the scheduling of the appointment, which was incredibly easy, to receiving the notice that Mike and Kedrick were on the way, the process went smoothly. Both men were personable and professional. They did not waste time and got right to work.”  Google review, August 17 (Kedrick Bennett and Mike, HVAC Maintenance)

SOLUTION ORIENTED:  Approach challenges with a positive mindset

Last, but certainly not least, I want to thank all those involved with the warehouse move out of Redmond and into our other locations.  Specifically, I want to thank Gary Heath and Paul Myers for leading the move out, and also the warehouse teams at each location for adapting to whatever was needed all while minimizing the impact to our field team and office staff.  I know this had an impact on many employees (be it dispatching at a new location or actually having to move offices), so thank you for approaching this with a positive mindset.  The move was the right decision at the right time and hopefully a decision that brings us closer together as a company and a team.

Thank you again, for all you do. These metrics tell me what happened. The reviews tell me how it happened.  It is the how we do things that delivers comfort where people live and work and what keeps our customers coming back.  Keep connecting the DAWTS.