Back in 1993, Victory Heating and Air Conditioning had just two employees (the owners: Mike Debeau and Dave Dalpe) installing systems during the day; selling and writing proposals at night.  They were energized by the opportunity to put into use the skills and ideas that they spent the last twenty years learning.

A goal of “simply to be the best at what we did” is what they wanted for the business.  “We wanted every customer to be thrilled with our work” according to Mike and Dave.  Personal pride went into each and every job, for after all, the work was a reflection of who they were and customers loved it.

They are fond of telling stores such as the time that they finished a job for a customer at a discount that was not completed by a competitor.  The customer was thrilled!  “We felt an obligation to our professional to try our best to satisfy every customer,” they would say.

Customers gave constant praises and word of mouth referrals was the only advertising that they had to do.

So with this increase in demand for Victory Heating and Air Conditioning’s services, workers were hired to do some of the jobs.  This worded out well in the beginning as they worked closely with these employees teaching them “Mike and Dave’s” way of doing things.  It was easy to provide the same level of services that the customers expected, because they were directly involved in each and every job.

When the company grew yet larger and more workers were hired, managers were hired to help lead the workers.

So in 2003, the company grew to over 100 employees.  Great right? No not so great!

Somewhere along the way, the “Mike and Dave’s” personal customer touch was lost.  Victory Heating and Air Conditioning turned into a collection of 100 people with their own ideas of how to perform their jobs.  Customer satisfaction and reduced profits resulted.

“This is not the company we started out to create.  We must change the core way we do business,” voiced Mike and Dave! “We need to reestablish the basic ideals that we had when we started this company and infuse this in every service that we perform.”

After looking and trying many “systems” that would help correct this, they decided on the E-Myth Worldwide solution, called E-Myth Mastery by Michael Gerber.

“It will have a profound effect on how we do business; we will be challenged; we will discover new things; we will get better at what we do; we will meet and exceed our goals.” Said Mike and Dave.

Excitement at Victory HVAC has grown recently since the development of a long-term plan.

Victory has a great group of team members with a lot of talent and a potential desire to be much better than what they are now.

A team effort, with everyone giving their best effort at doing what they do best, new goals are in sight.

Notwithstanding the emphasis on growth, Victory’s “Belief and Values begins with what being human is all about:  simply to strive for an achieve a worthy goal and what is more worthy than servicing others”, summarized Mike.

“Has the past ten years been successful? Yes! But we can do much better! We have a lot of hard work to do; systems to build; rules to create; people to train”, added Dave.

So Mike and Dave have proclaimed a call to arms, a call to battle to follow toward a corporate goal that will service the customer and the employee like no other.

“If we accept the challenge to work hard and learn how to satisfy the customer, we will not be disappointed”.

This customer story is just the beginning.  This is an awaking, a reason to go on and a reason to win, concluded Mike.  We will all write the rest of the story together.  I know it will be an awesome story.