Harry Roberson - West Columbia, South Carolina

It’s a familiar scene: you’re an experienced heating and cooling technician deciding to go into business for yourself. With the support of your family, you become a one-truck operation and build great customer relationships; however, you soon realize you went into business from the technical side, not the business side, and growth becomes a challenge. Harry and Carolyn Roberson, now owners of the Aire Serv of Central South Carolina franchise, can relate to this situation.

What was business like before you invested in a franchise?

My wife, Carolyn, and I had been in business as C&H Repair Service since 1997. I had one technician helping me as we ran calls in my only van. Carolyn ran the office, handled the scheduling, accounting and anything else that needed to be done. However, I came into the business from the technical side and didn’t understand how to properly run a business. I worked all kinds of crazy hours that ranged from 40-60 hour weeks where I ran any call that came my way.

Why did you decide to invest in an Aire Serv franchise?

I began looking around at local parts places, and noticed that the guys running the counters were once business owners; however, they became too old to keep their businesses going. Their businesses were based strictly on how much physical work they could do, and I began wondering what my plans would be when I got older – I knew I couldn’t keep working in attics and I didn’t know how to expand the business.

What challenges did you face when you first started your Aire Serv franchise?

It was a big challenge getting used to the software and how Aire Serv did things in general. I used QuickBooks, but the new software helped me schedule jobs, track everything separately and break it all down. Before, I could only tell you how we did in a year, but now I can tell you every job we are on, pricing on specific parts and my financials at any time. I like it. There’s a lot of knowledge available to me now, which I need to run the business efficiently.

I also really like the systems, including the fact that I’m charging correct prices now. Before, I was one of those guys that said I couldn’t get “that price” in my area, but was slowing going broke. Aire Serv provided the menu price guide with flat rate pricing and a lot of programs in place to help the business grow.

What impact has the Aire Serv brand had on your business?

The Aire Serv brand has significantly helped me grow my team to three technicians, four installers and three office staff (including Carolyn and our son Josh). However, we didn’t grow until the Aire Serv tools were put into place.

I see signs of a bad economy, but we’re shaking the trees really hard – trying not to miss any opportunity any treating customers like the company Code of Values tells us, by “treating the customer like they want to be treated”. We also market though direct mail, in-house letters and have recently began collecting e-mails. We were located in our house originally, but went into a rental unit for three years until we outgrew that location too. We opened a new building two months ago.

Were you worried that your business would be lost in a sea of franchisees?

Yes. My biggest concern was losing customers while increasing prices, etc. I did lose a hand full, but I’ve learned you don’t want every customer. I’ve more than gained back what I’ve lost.

What advice would you give to a new HVAC entrepreneur?

Put as much into it as you expect to get out of the business. It’s easy to get into a rut, to get into a pattern of things. When I first started my Aire Serv franchise, I was fighting the systems. It all sounded crazy, but then I would try something and it would work. So try new things and be willing to put the work needed into your business for it to grow.

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