In today’s day and age, one of the most important things is your reputation. How do people look at you, perceive you, and what is the overall attitude towards you? As the old adage goes, it can take a long term to earn trust, but it can be lost in a heartbeat. When it comes to Ken Goodrich, he knew he had a lot of work in front of him when he purchased Goettl Air Conditioning. He knew what people were saying about the company and how it was looked at back in 2012. It was not a pretty picture to say the least.
However, it takes a lot to get Ken Goodrich from Goettl upset or turned away. He believes that there is value in rebuilding that reputation from the ground up and making former unhappy customers now happy customers. They will forget all about how the company used to be run and how it used to be and instead, you turn it into something that people enjoy, love, and tell their friends about. It is a good reputation and one that has a high moral fiber and good values. He knew the work would speak for itself, but it would be a lot harder to get the reputation up and running. It takes time, but believe it or not, it only took 18 months for him and his employees to turn the company around and have e $20 million dollar profit in 2014.
He believed in quality and standard. He even dipped into his own pocketbook to go back and work on other jobs that had been done by previous employees. He wanted to get in the good graces of the customers again and show them that things are different this time and they can expect nothing but quality work going forward. There were going to be a certain set of standards and if they weren’t met, his team was going to fix them. Customer service was a top priority and it was not something him or his team was going to take lightly. They also took the work seriously. They didn’t just want to rush and get it done as soon as possible. They wanted it done properly and they wanted it done to a certain set of standards. In this business, it is all about repeat customers and if you can get repeat customers, you are in good shape going forward.