“We also do a lot of combustion testing and believe in airflow. We believe that nothing works unless airflow is correct first.”
Service 1st Pros Today
Service 1st Pros is a $5 million company serving the residential service and replacement market. They employ 20 teammates, including six service technicians, seven installers, a quality control manager, three office personnel, a warehouse manager, and a full-time parts runner. Meacham says the quality assurance manager is also a trained installer and does any necessary warranty work.
“We go well beyond installing and servicing boxes: we provide something that will fix problems in customers’ homes, problems they’ve suffered with for too long,” he says.
“Our approach is different. My wife and I always knew that our vision was to be one of the few contractors in our area focusing on customer comfort and efficiency. Our vision was to create a company that was a great place to work. We wanted to create a team by embracing training so we could go to market differently.
“Part of that vision includes how we physically appear. At Service 1st Pros, we pride ourselves on having clean, well-wrapped trucks and clean technicians who undergo regular training. Beyond that, our vision is to help improve our technicians’ lives.”
are the order of the day at
Service 1st Pros.
Culture is King
When asked about his training philosophy, Josh Meacham said, “Culture Is King. You Get What You Tolerate.”
What does this mean? He says that you can lay out a regimen and tell your team what culture you want to have, but it depends on how often you bend the rules and tolerate people who decide to interpret the process.
In other words, as an owner or manager, you need to lay out the goals, vision, and training regimens, and then you need to hold the team accountable.
“I believe in training our field service and installation teams to do what no competitor can: they can test, measure, and discover invisible issues plaguing customer comfort and energy efficiency that no one else can. They can diagnose the problems and offer choices in solutions.
“They can be true HVAC professionals who not only have the knowledge and expertise but dress well, are clean, and excited to do what we do best,” he says.
Meacham says he will not tolerate technicians on his team who approach their jobs with a stubborn, arrogant, or cocky attitude.
“I won’t tolerate that because it leads to rebellion. Rebellion is a cancer that can kill your goals, darken your vision, and drive customers away. These rebels do not last long at Service 1st Pros.”
He adds that they hire people who want to do things correctly and grow. He wants people who want to learn, grow, and improve daily.
“Much like doctors,” he says. “If you go to a doctor, you expect them to be sharp, on point, and have the latest and greatest technology to help you.
“Our customers want this as well. Whenever a technician walks into their home, the customer doesn’t know them or their abilities, and often they don’t know our company. They trust them to be an industry expert who will deliver solutions to their issues and help them in their lives.”
Continuous Training
Meacham says that the Service 1st Pro culture centers around continuous training. It is required. As an owner, he uses many sources for training but says most of their technical training comes from NCI.
“Without NCI constantly teaching us about measuring and testing, we wouldn’t be able to see the invisible issues plaguing customers’ systems. You don’t see what’s in front of you because you don’t know how to look. I’m thankful that NCI has good people like David Richardson, who constantly look at ways to help improve what HVAC contractors do in the field so that we can deliver the best level of service.
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