As Told By Rodney Preston
I originally started doing air conditioning work in 1979 when I was 19 years old. I worked for a large Lennox dealership in Fort Worth and I worked my way from helper to installation supervisor over 14 install crews. I left the dealership when it was sold to a new owner in 1986 and went to work for General Dynamics (now Lockheed-Martin) as an aircraft assembler/sheet metal worker in Fort Worth. I worked there until late 1994 when I was laid off with 2700 others.
I decided at that time to go back to air conditioning and enrolled into American Trades Institute in Dallas. I took their 12 month course and learned the service/troubleshooting side of the trade. After being laid off again I decided that the best opportunity for me and my family would be to start an air conditioning service company and work for myself.
The very early years were very difficult, we had very little money. If I earned any money it was put right back into the company to buy tools or equipment. The beginning of NTHAC was a very difficult time. During that time I learned; if you treat your customers the way that you want to be treated they will not forget. Always try to be honest and fair. If a customer has a legitimate complaint, address it promptly and honestly.
As the business grew I had to make the decision to hire help and I looked at several of my competitors companies to see how they structured their companies. Most companies pay an hourly wage and try to entice technicians by offering sales commissions on parts and equipment. I have found that sometimes this practice promotes dishonesty with employees. The best policy is to offer a good fair wage, and a steady, fair, work environment.
In the beginning years we sold several name brands of air conditioning equipment, including Lennox, Rheem, Heil, Trane, York, Tappan, Amana, Goodman, and possibly more that I cannot recall. Trying to decide on what brand to represent is very difficult. Several factors come into play. The first and most important is reliability, then price. Last but not least is factory support. I have found that no matter whose name is on the unit, it is going to break sooner or later. At that time the installing company “Dealer” and the factory that built it is put to the test. Factory trained service technicians are invaluable. Most air conditioning manufacturers that I have dealt with offer very little to none at all service training on the equipment that they build. There is nothing more frustrating than installing a new air conditioning system and finding out that it is a piece of junk, then calling the manufacturer only to find out that you are on your own. Most manufacturers don’t face the retail customer. The responsibility lies with the dealer to correct any malfunctions. The factory will supply the parts but any labor and technical expertise will come from the dealer. I will admit that I was very skeptical when we became a Carrier dealer. We became a Carrier Dealer on Sept. 17, 2001. I was expecting the same attitude from Carrier that we received from the other manufacturers. Carrier has since proven to be very responsible toward their dealers and the retail customer.
