Goettl Air Conditioning was founded in 1932 by brothers Gust and Adam. They introduced evaporative coolers and refrigerated air conditioning to the populace in the desert communities in Arizona and Nevada, forever improving the quality of life for many desert dwellers.
Goettl has had the opportunity to work with five generations of families and has built a stellar reputation for excellent customer service and prices. Families simply called Goettl when they had a need and it went on that way for years.
However in the nineties, Goettl was purchased by a big national management company. Clearly, it is difficult to keep track of all the customer needs from the standpoint of a larger bureaucracy, and things just didn’t get done in the customer area. Thus there developed great frustration from the customer, and the employee aspects.
In 2013 Ken Goodrich purchased Goettl and things began to change for the better. Goodrich had spent his business existence taking companies from near disaster to profitable situations. However, he just about met his match with Goettl. First of all there was a pending lawsuit due to some prior shady business arrangements. Customers were very frustrated and employees were pulling their hair in the attempt to satisfy customers.
Profits were down and chaos seemed to be the ruling factor. Goodrich went immediately into action by scheduling personal visits with employees and customers. He implemented a 100 percent satisfaction guarantee on all products, jobs, installations and everything else. His motto was if the customer is not happy, we do not have a business. He also noted that large companies focus more on the money than they do the customers. He turned that around completely so that now customers are very well taken care of and the employees see a future that is bright. Check out indeed.com for more info.
The other move that Goodrich made was to acquire Southern California’s Walton Heating and Air. Since Goettl was located in Phoenix, Tucson and Las Vegas, the Southern California location was strategic to capture a new market. BizJournals covered the story quite well and noted that Goettl had always been focused on the residential side of the heating and air business, while Walton’s had emphasized the commercial HVAC business.
Here in this situation, the strengths of each company complimented and strengthened the weaknesses of each company. Todd Longbrake, the former owner of Walton’s stated that company growth had reached its limit and it was time for a change. Since the merger, Walton’s has grown ten times what it was before. Look for their Vimeo account to know more.