When Adam and Gust Goettl forme Goettl Air Conditioning in 1932 they probably never dreamed that the company would grow in size covering four major cities and a territory covering three states. The Goettl brothers introduced evaporative cooling and refrigerated air conditioning technology to the arid reaches of the desert surrounding Phoenix, Tucson and Las Vegas.
Over the years, Goettl Air Conditioning Served countless families covering four to five generations. People came to respect the company for its outstanding customer service and fair pricing. Although the company changed hands from time to time, most owners kept up the theme of good service, reliable products and a friendly demeanor that overcame lots of obstacles.
In the late nineties Goettl was purchased by a large national management company and the situation began to deteriorate fairly rapidly. Giving the management company the benefit of the doubt, they did try to work things to the best of their ability. It is just that it is difficult to run the day-to-day functions from afar when it comes to customers who need a hands-on decision.
It ended up being a real fiasco with angry customers and frustrated employees. Customer service was at an all-time low and employees did not have the right means available to fix what needed to be done.
In 2013 Ken Goodrich bought Goettle and it was one of those “just in time” scenarios. Goodrich had a career where he purchased companies that were in need of help and he was able to bring them back into profitability. One of the first things he initiated was a 100 percent money-back guarantee on all products serviced, sold, or installed. He then began to hold individual meetings with customers and employees to solve the problems one by one.
At first it seemed like an impossible task, but he was eventually able to delegate the process and after a time things began to turn around. He got the company involved in civic affairs in all of the locations, Phoenix, Tucson and Las Vegas. An example was when Goettl donated 50,000 cases of water to the homeless during a particularly hot spell in Phoenix.
Today, Goettl has annual revenues in the $50 million range so Goodrich knew exactly what he was doing.
According to BizJournals, another great decision was when Goodrich acquired Walton’s Heating and Air in Southern California. Walton’s specialty was with commercial HVAC and Goettl has worked largely in residential. Combining the two disciplines together has been a real blessing as business has increased tenfold. Check out his Facebook page to know more.