Indeed, the staff is highly cross-trained. One team member, Doug Grantham, in explaining his own job says: “I do a little purchasing, some vendor negotiations, some technical support . . . if I need to, I’ll go stock shelves.” He continues: “I’m very impressed with a caliber of people here. Each one is highly motivated to please the customer and there’s a genuine smile on everyone’s face. We all work for the common good.”
Ken chose his location (Loganville) wisely due to a concentration of sizeable contractors and potential for growth. It’s worked out well. Both of these factors have led to corresponding expansion of his business.
In commenting on the role of independent distributors in today’s market, he observes the following: “We use our size to our advantage. The key is responsiveness. In certain respects, I believe that all the consolidation in distribution has left the contractor without a listening ear. Here, if we get a request to stock a new item, we can explore the issue very quickly and give the contractor a timely response; and usually it’s a positive response.”
He adds: “By the same token, we look for that responsiveness in our vendors. From Continental, we get short lead times and a sales rep who’ll do whatever it takes to meet our needs.”
He cites the following example regarding Continental’s Regional Sales Manager, Ray Posey: “A few weeks ago Ray was on vacation when an emergency situation arose with one of our bigger and more demanding customers in Mobile, Alabama. When made aware of the situation, Ray came here, picked up the necessary products, and drove them to Mobile himself—on his own time. That’s way above and beyond what we expect. But it illustrates the kind of guy he is. And that means a lot to us.”
HAC serves primarily the residential market but has made some significant strides in the commercial arena as well. They serve the metro Atlanta area and beyond with a full line of products, including both the GRD and AirJet venting lines from Continental. HAC also has a few areas of specialized expertise.
“Our customers are demanding, because their customers are demanding, higher levels of equipment efficiency and green products,” says Ken. “That can lead to greater levels of complexity in HVAC systems. While some may educate themselves through manufacturer web sites, many depend on us for this knowledge and training. We don’t let them down.”
This prescription of passionate service and responsiveness appears to be the right medicine for an ever growing list of dealers. It certainly is one that Ken and his team will use to carry them forward.