How Owners of an 8 Employee HVAC Business Connect with Customers and Manage Their Workday

How Owners of an 8 Employee HVAC Business Connect with Customers and Manage Their Workday

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Posted by EJ Brown

December 4, 2020

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In 2015, husband and wife Shad and Heather Dortch started

Solutions Heating and Cooling

, in Halifax, Virginia. Solutions is the couple’s second HVAC business that they’ve managed together. They sold their first business to another husband and wife team when they moved to Virginia.

Both Heather and Shad are licensed HVAC technicians. Heather has been in the field on and off for around 13 years, but since 2017, she has spent most of her time in the office.

How big is your team? 

We have two girls in the office, and then my husband and four other guys besides him in the field. 

What does your typical day look like? 

So my typical day is a lot of answering emails, doing data entry, and just making sure that everything is running smoothly between the office and the field. We have two other girls that work in the office part-time, and I make sure communication flows between them and the guys in the field. I step in and have customer communication when need be — that type of thing. 

I have good relations with a lot of our customers because they see me in the office and in the field, so that's a little unique, and it's really nice to be able to have that personal relationship with them.

And then just dealing with distributors, ordering supplies, and taking parts to the guys if they need them. So kind of doing whatever is needed to fill in, This year, my job has definitely taken on a different aspect with all of the COVID stuff, making sure that they have the proper PPE as well as sanitation products and things they need to keep themselves and the customers safe.

What time do you normally get in and when do you get home? 

I usually work eight to five. Sometimes Friday is a longer day for me because that's payroll day. And usually, being business owners, you always take work home.

How frequently do you hold team meetings? 

We do a team meeting once a month, and then we do a one-on-one with each person. Shad does one-on-one with those in the field each week that might entail getting together with them for 30/45 minutes before a job, or sometimes if he can go with them on a job. And then I will get together with the girls in the office and have a one-on-one with them to just discuss whatever.

Do you have any goals for 2021?

For 2021, we are looking at doing a few different forms of advertising, as well as expanding the business into North Carolina, because we're right on the North Carolina border. 

What's something that sets your business apart?

One of the things that we always try to do is treat everyone like family, whether that's the people that work for us or our customers. And the guy we just hired … he came to us. He actually asked us if we were hiring, And we asked him was it about us that brought him to us. And he said, ‘Well, I feel like you weren't just out for the money, that you actually care.’ And he said, ‘I know it's important to have money to run the business, but I appreciate that you care about the customer.’ And that's something that we always try to do is put the care of the customer ahead.

How had he heard of you? 

He had recently moved here and was actually talking to someone that he had worked with previously. That person had worked with my husband when we first moved here, before we worked for ourselves. My husband’s former coworker told the technician that we really care and he should look to see if we were hiring.



Housecall Pro can make it easier to show the customers you care and improve their experience with your business. “

On My Way” texts

keeps customers up-to-date about when to expect you. And

property profiles

help you keep track of the service history and equipment installed at a property to provide better service and recommendations

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