The app simplified this once-daunting process, helping our team to ensure accuracy and thoroughness every step of the way. Frankly, this tool helped to hold us accountable to the high-quality standards our customers had come to expect from our two brands – Simpson Salute Heating and Air and Bonsky Heating and Cooling.
The Transformation Begins
Embracing measureQuick wasn’t just the right thing to do, it was a necessity. It was the solution to a pressing pain point, where rapid growth compounded existing problems and slashed profit margins. By implementing comprehensive diagnostic testing, we tackled these issues head-on.
In other words, we were basing our commissioning and repairs on numbers and not guessing. The app helped us SEE those numbers and then we could make professional recommendations on solutions to help ease customer pain points.
in the company’s HVAC Lab.
In just a couple of years, we witnessed a dramatic transformation. By 2023, our combined annual revenue skyrocketed to $17 million, and 2025 projections suggest $21.2 million. What’s more, we’ve succeeded in re-establishing double-digit net profit margins. These figures aren’t merely a testament to our financial success; they reflect a complete overhaul of our business processes, customer engagement, and corporate culture.
By measuring and not guessing, by taking the time to follow our procedures and processes, we reduced callbacks, increased customer satisfaction, and built a system where our average service ticket rose from $180 to $400.
This shows the significant value we now offer through accessory sales and exceptional service. Based on our testing and measurements, we offer customers three options per ticket as a standard practice.
By the way, this practice enables us to turn 20% of leads into sales opportunities with a 70% close rate for technician-turned leads, far exceeding the 50% rate from standard marketing efforts.
Callbacks Fade Away
Perhaps one of our most significant accomplishments is the stark reduction in callbacks — now less than 2%, down from over 23%. We are now able to dramatically lower warranty parts returns which helps our partnership with manufacturers to flourish. That allowed us to negotiate additional co-op dollars for marketing and promoting our brands and services.
Similarly, we have seen explosive growth in customer reviews and social media presence — a crucial factor in our continuing success.
Growth can often come at the expense of something fundamental—whether it’s profit, culture, customer experience, or the well-being of our technicians.
Yet, we have found a way to enhance customer satisfaction and cultivate a positive work environment while managing our expanding operations.
From Simpson’s $3.8 million in annual revenue in 2020 to $9 million in 2024, and Bonsky’s jump from $700,000 to $8.4 million, we believe the return to basics and the use of testing and measurement tools like measureQuick to be responsible.
Training Is An Investment
Investing $125,000 in service labor training in 2022 and another $80,000 in 2023 on our fast-track HVAC lab was a crucial part of this transformation. We welcome a diverse array of trainees — from copy repair technicians to vocational school students — into our fold, fast-tracking them into effective team members often within 30 to 90 days.
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