Building a High-Performance HVAC Culture

For more complex projects, I meet our installers on site to walk through my findings and set clear expectations based on what the customer needs and what the home’s structure demands.

After completing an installation, the technicians run new measureQuick reports to verify performance improvements. If something is off, we talk about it immediately.

Accountability doesn’t mean blame; it means using the numbers to guide improvement.

Teams sometimes revert to old habits from previous jobs, especially when they feel rushed. That’s when leadership matters most. My job is to bring them back — not by scolding, but by reinforcing why the process matters.

I find that it’s best to lead by example. I’m now the oldest person who works here, and the team watches how I do everything. If they see me taking shortcuts, they will follow. If they see me doing post testing, documenting findings carefully, and refusing to compromise, they follow that too.

For me, leadership isn’t about what you tell people it’s about what you consistently demonstrate.

Systems, Measurement, and Standards

A high-performance culture depends on measurable outcomes. Data keeps everyone honest and removes guesswork from the equation. We rely heavily on tests that reveal a system’s true health: airflow readings, temperature differentials, combustion analysis, static pressure, and refrigerant measurements.

Again, measureQuick plays a major role in our workflow with the objective of achieving a score of 90% or higher. There are occasional situations — like cramped closets or immovable equipment — where perfection isn’t possible. But even in these scenarios we focus on making the system better than it was, then we explain the realities to the customer with complete transparency.

Some of the most dramatic “aha” moments happen in the installation department. Technicians often perform baseline readings that show a system performing at a poor level.

After they make duct improvements, adjust static pressure, or correct airflow problems, the final commissioning test might show a score above 90 or even 100. When they see that improvement, they see the value of the testing which gives technicians a deep sense of ownership.

Then they begin to understand that they didn’t just install equipment, they solved a problem.

Culture, Customer Experience and Brand

Our culture is probably most visible in how we serve our customers. When I walk into a home — especially homes where people are dealing with health issues related to air quality — I lay out the facts like an attorney presenting a case.