A Well-Balanced Ownership Team and Happy Customers and Employees Lead to Success for Rosenberg Indoor Comfort
Posted on:
When there is anything a customer may need, customers of Rosenberg Indoor Comfort know that the family-run business is a business that they can always rely on. Located in San Antonio TX, the company provides service, maintenance, and system replacement in addition to commercial refrigeration services and HVACR engineering.
A Family with Experience
Founded in 2003, Rosenberg Indoor Comfort is truly built on a strong foundation, having been founded by a family with a long history of industry experience.
Lee Rosenberg, a registered professional engineer, received his degree in electrical engineering from the University of Texas at Austin and has been in the heating and air conditioning business since 1974. In addition, Lee Rosenberg has also served on the ACCA National Board for over 10 years and served as Chairman in 1995.
“I’ve learned a lot of things in the 45 years that I’ve been in the industry,” said Chairman Lee Rosenberg. “Running a business and repairing and installing HVACR systems are two completely different things.”
Meanwhile, Betsy Rosenberg started in the HVAC business in 1986 alongside Lee and ran a successful heating and air conditioning business called “Metro-Tech Service Company” for 16 years before selling it to a large consolidator. Several years later, Lee, Betsy, and Michael alongside Vice President Tom Hull, who has been in the industry since the early 1980s, launched Rosenberg Indoor Comfort.
“I’ve learned so much over the years from both my parents,” said President Michael Rosenberg, who started working with his parents while he was still in high school and later earned his business management degree from the University of Texas. “They have been in the business for a long time and both have continued to be sounding boards for me during tough situations.”
Trust is a Foundation for Success
When working with customers, building trust is an essential tool in order to successfully grow as a business. At Rosenberg Indoor Comfort, making their customers happy and building that trust has been the key element to their own growth and success.
“Our customers know that if we mess up, we will take care of them and we won’t turn our heads away from the problem,” said Michael Rosenberg. “We will go 100% in and make sure that all our clients are happy at the end of the day.”
In order to gain a customer’s trust, excellent customer service is usually not enough. According to Betsy Rosenberg, providing transparency and truthfulness regarding what services to provide is just as important when working with clients in their own homes.
“They [customers] know that we will not try to sell them anything that they do not need,” said Vice Chairman Betsy Rosenberg. “The customers know that they can trust us, that we’re always going to do the right thing for them.”
Through customer trust and satisfaction, this has indeed helped Rosenberg Indoor Comfort in the long run as the company has gained countless new clients through client referrals. Today, the company has over 1,400 highly rated online reviews and an impeccable reputation throughout San Antonio.
“Our company has been built up over the years on honesty, integrity, and professionalism,” said Lee Rosenberg.
Investing and Taking Care of their Employees
If there is one thing about Rosenberg Indoor Comfort that sets them apart from other contractors is that they always look out for their employees and invest in those who will be a part of the team.
“We always take care of our employees,” said Michael Rosenberg. “Whether they need help financially or they need advice, we are always there for them and treat them like they are a part of our family.”
As a business that created a family-oriented culture, this influences all employees to practice a respectable work ethic.
“It influences them to do good,” said Lee Rosenberg. “They all know what their jobs are and what they have to do to get the job done.”
In addition to providing financial and personal assistance, Rosenberg Indoor Comfort also invests in their employees by developing and implementing the Rosenberg Build-A-Tech Program. Through this program, each prospect spends a year with seasoned service technicians and installers while learning through a hands-on approach in order to become a great field employee. During this time, trainees will spend time with a commercial technician, a residential technician, a maintenance technician, and an installer.
The facilities for Build-A-Tech program contain a training lab that includes a complete walk-in freezer for refrigeration system diagnostic training. There are also several working heating and air conditioning systems that allow technicians to train the trainees on airflow diagnostics and system troubleshooting which allows them to create a system malfunction that the trainee must figure out and repair.
“We begin by molding them into what we believe is Rosenberg quality,” said Michael Rosenberg. “Into what we think makes a good quality technician.”
During this process, the senior technicians or installers will then fill out an evaluation form and report the progress of the trainee to Rosenberg’s Service Manager. In addition to this program, the trainee will also spend time inside their offices learning what the dispatcher, invoicing and customer service departments do that relates to their future job. Once they have mastered each segment of the program, the ownership team will sit down with the trainee and decide together what department they have shown success in and what they enjoy. From there, they either join the commercial or residential department and it is also decided if they will be working in the service or in the installation department. At graduation, they will then receive their own fully stocked truck and compensation increase.
Today, it is estimated that 80% of Rosenberg Indoor Comfort’s field staff graduated from the Build-A-Tech program. Through this program, this also provides Rosenberg the perfect employee for the job.
“The big challenge with recruiting experienced technicians is that you rarely find one from another company who is able to adapt to a real company,” said Lee Rosenberg. “This is because many are working for an unprofitable company that is not run like a successful business.”
After the program, Rosenberg Indoor Comfort will also ensure that they will provide their employees the financial stability that most companies struggle to provide.
“We hear some of these applicants talk about things that go wrong with another company and that they have to worry about receiving their paycheck,” said Lee Rosenberg. “We just have a good reputation, and we are financially strong enough that our technicians do not have to worry about paying the bills.”
By having a family-oriented culture and a reliable reputation, Rosenberg Indoor Comfort proves to be an innovative company for which to work.
“When we take care of our employees, it influences them to do good,” said Lee Rosenberg. “They know that we respect them and will always do the right thing for them.”
Posted In: ACCA Now, Residential Buildings
