Ken Goodrich has not only rejuvenated Goettl Air Conditioning Repairmen since he took over the company in 2012, but he has also increased its revenue by several million dollars. Goodrich admits turning the company around presented a challenge that, up to that point, was unique from other HVAC companies he had purchased. The company had become overwhelmed by a sudden barrage of complaints and accusations, and management seemed either reluctant or completely incompetent. It continued to sink under mounting scrutiny, including accusations of unethical business practices by the Arizona Attorney General. By the time Goodrich took charge, the company had lost a third of its workforce and operations were dwindling.
In the section “Reestablishing Reputation,” writer, Matt Bishop, notes Goodrich’s radical yet necessary decision to rid the company of leadership and staff members who had managed to cripple it. Next, it was time to make procedural changes. The company needed to restructure the way it did business, especially where customers were concerned. This meant more accountability and improvements in the way employees communicated with each other and with their customers.
Goodrich monitored each job more closely, and he spearheaded revisions that took place in every department within the company, including finance and IT. In only a short period of time, he led Goettl through a drastic transformation, changing the 70-year old company from a drowning organization to one that showed great potential. As a way to boost morale, he created initiatives that led to more community involvement, allowing employees to take on a visible role in the company’s new direction. Goettl was rebuilt, from the ground up, receiving an improved standard for quality, regarding services, and a much needed change in the way management viewed its staff.
Goodrich and other leaders who survived the initial cuts made the bold decision to move forward rather than abandon its customer base. The motto, “solid as a rock,” symbolized a new foundation for Goettl and its newfound second wind. Thanks to the shift in focus Goodrich had introduced into company policy, the Phoenix-based air conditioning company began, as Bishop expertly phrased it, “growing strong” and has become a leader among Arizona business.