Prior to Ken Goodrich acquiring the renowned Goettl Air Conditioning in 2012, the company was stagnant. Employee morale was down, customer service suffered and they were creating angst with their competitors.
In the year and a half since the acquisition, Ken Goodrich has righted the company and positioned it for success. Goodrich estimates Goettl Air Conditioning will report earnings topping $20 million in 2014, up $3 million from its 2012 earnings. Commenting on the startling turn around Ken Goodrich stated, “I’ve bought, sold, and fixed 20-some HVAC companies in my career, and this one was a little different, It wasn’t so much about the business fundamentals, or pricing and marketing; this one was a different animal.”
Upon arrival, Goodrich found a somewhat battered company, lacking leadership and vision. Responsibility was nowhere to be found. Questionable sales and marketing practices drew the concern of Arizona State Attorney General. Employees left the company without notice. Though nothing came out of the Arizona State Attorney General inquiry, Goettl lost consumer confidence and was without a direction.
Goodrich set out to clean house with a reorganization that would position the organization for success. Ken Goodrich dismissed all upper management and middle managers. Field fleet vehicles and assignments are assigned in an efficient operation. To stem the tide of negative consumer perception, Goettl Air Conditioning paid visits to prior maintenance and replacement calls to check on the status of the repairs and installations. Quality control checks pinpointed and resolved any remaining issues to the customer’s satisfaction.
The name is now “Goettl Good Guys Air Conditioning Repairmen” while keeping the good historical memories of the brand “Goettl”, but eliminating the current customer disdain. Ken Goodrich believes these wholesale changes will position the organization for success.