Aire Serv® Franchisee Spotlight: Jared Teague
For Jared Teague, working in a heating and air conditioning environment is no stranger to him. His stepdad started Metal Craft in 1963. Metal Craft handled sheet metal work, heating and cooling and design and installs. Teague grew up around the business and has worked in HVAC from a young age.
Teague, and his sister, Carla McMullan, bought Metal Craft about 10 years ago. In 2009, Teague received a phone call about an opportunity to be an Aire Serv franchise. He listened to what they had to say and realized he was already implementing many of the Aire Serv systems. He really enjoyed the benefits Aire Serv had to offer and didn’t see a reason why not to be a part of the brand, since he was already practicing some of the methods.
Teague has grown his residential clientele since joining Aire Serv. He has some of the “best” technicians and office professionals that have continued with him through the transition into the Aire Serv of Southern New Mexico. He has six technicians and four office ladies. As co-owner, McMullan manages the company’s accounting and financing.
An Aire Serv of Southern New Mexico technicians’ day throughout the week consists of turning in paperwork from the following day, picking-up any prescheduled calls for the day, restocking their truck and other tasks that need to be completed. They also service any dispatched calls that come in for the day. Teague and the service manager may begin meetings by going over any problems, teaching techniques, sales or anything else the team has to discuss.
Teague has so much faith in his technicians and office team that he is not heavily involved in the day-to-day operations of the Aire Serv business. He is available when there is a problem or if anyone has any questions. His staff has been thoroughly trained to handle the office and the business.
Making sure his clients are always satisfied, Teague uses the motto “every customer is always right, no matter what.” Teague added, “Even though a customer may be wrong, we don’t let them know that because we want our customers to come back. We make sure our customers are highly satisfied with our work―even if we have to do it for free.”
Teague added that each technician and office person knows that the “customer is always right” from day one and that they stick with it. He wants them to “follow it to the letter.”
The biggest challenge Teague has faced was training the new system to the entire team. Although Aire Serv and Metal Craft were very similar, there were differences in the system. It took a total of 12 months for his office personnel to learn the new system.
“My officer personnel are great and dedicated workers; they never gave up and worked hard at learning the new system,” added Teague. “Being an Aire Serv franchise has helped me enforce the rules with my technicians. I make sure they know that if they don’t want to follow the rules than not to show up to work.”
Jared takes pride on how his office personnel and technicians speak to the customers and how his technicians are dressed.
“I stress to them that it is the Aire Serv way on how they are supposed to look and how to follow the system.”
The business has grown in the past year and Teague would like his Aire Serv franchise to grow just a little more, but not too much. He currently has six technicians, but would like to have 10 full time technicians and reach one million dollars in sales.
“I am pretty comfortable where the company is now because we have been very successful over the years, but there is no hurt in improving the business,” said Teague. “Before we bought into Aire Serv, our business, Metal Craft, was very well known and successful, which has helped my sister, Carla, and I make Aire Serv of Southern New Mexico so successful.”
“My wife, Marcy, and Carla are a big help with both businesses. Without their support it would be tough running two successful businesses Aire Serv and Metal Craft.”
Teague’s advice for business owners would be to “follow the system, work on the business and not in the business. An owner should never be in the field, because it makes it hard to grow a business when an owner is out in the field and not working on the business.”
He also stressed the importance of discussing customer relations with his team. Teague wants them to know that without his customers there would be no business. Customer Loyalty is his number one priority!