Latest / The Home Service Heartbeat Podcast / How to Build a Better HVAC Team, One Technician at a Time | Joe Miller of Monarch Heating and Cooling

Transcript

How to Build a Better HVAC Team, One Technician at a Time | Joe Miller of Monarch Heating and Cooling · The Home Service Heartbeat Podcast

• 0:00
  SPEAKER_00: Hello, everyone, and welcome to this episode of the Home Service Heartbeat Podcast.
• 0:04
  SPEAKER_00: And I'm Joe Cressera.
• 0:05
  SPEAKER_00: Today I'm excited to be joined by Joe Miller from Monarch Heating and Cooling in the Bozeman, Montana area.
• 0:12
  SPEAKER_00: At Monarch, they always go a few degrees further.
• 0:16
  SPEAKER_00: Joe, thanks so much for joining us today.
• 0:18
  SPEAKER_00: We're thrilled to have you on the show.
• 0:20
  SPEAKER_00: Yeah, thank you.
• 0:21
  SPEAKER_00: Thanks for having me.
• 0:22
  SPEAKER_00: Well, it's my pleasure.
• 0:23
  SPEAKER_00: Joe, why don't we start by sharing a little bit about how you got started in the service industry and what led to your low role as a leadership and the chief owner of over at Monarch Heating and Cooling.
• 0:36
  SPEAKER_00: Tell us about that.
• 0:37
  SPEAKER_01: Yeah, so I've actually started a little quick history, did two tours in Iraq, got back from Iraq, worked or went to Montana State University, graduated with a business degree, worked for a heating and cooling supply company.
• 0:54
  SPEAKER_01: And from there, after two years, started our own business, Monarch Heating and Cooling.
• 1:01
  SPEAKER_01: Started out in the new construction sector and worked through that for about five years when we transitioned into the service side of the HVAC world.
• 1:12
  SPEAKER_01: So we've had an opportunity to work on residential and commercial projects via through new construction and now fully into service.
• 1:21
  SPEAKER_01: So now we are servicing the greater Gallatin Valley and uh it's it's a growing community and we're staying right on top of that.
• 1:30
  SPEAKER_00: Well, Joe, uh well, congratulations on that.
• 1:33
  SPEAKER_00: And uh of course, I would always say thanks for the effort you made to sacrifice so much of your life to help protect our nation.
• 1:41
  SPEAKER_00: So thank you so much for that.
• 1:43
  SPEAKER_00: Definitely uh have a high regard for anybody who does that service, the ultimate service I would say for our country.
• 1:49
  SPEAKER_00: So thank you so much, Joe.
• 1:50
  SPEAKER_00: Absolutely.
• 1:51
  SPEAKER_00: So, Joe, uh as you started this thing and you've gone through a lot, a lot of the chains of uh just like there's a chain of command in the military, there's a chain of command in the industry of uh making people comfortable, right?
• 2:04
  SPEAKER_00: It's not uh it sounds like you didn't start at the top and you kind of work your way up to where you're uh at right now, right?
• 2:11
  SPEAKER_00: So it's a long road.
• 2:12
  SPEAKER_00: Tell us some of the challenges that are on that road to making uh what looks like an amazing brand.
• 2:18
  SPEAKER_00: Uh, I can't wait to learn more about uh the brand at Monarch Heating and Cooling.
• 2:24
  SPEAKER_00: Uh, what's the biggest challenge you were facing while you were growing this company?
• 2:28
  SPEAKER_00: And how did you wind up overcoming it?
• 2:30
  SPEAKER_00: Can you tell me that?
• 2:31
  SPEAKER_01: Yeah, absolutely.
• 2:32
  SPEAKER_01: So, you know, and starting out and and migrating into the service space, it's a completely different area of the industry, um, which requires skilled technicians, a lot of knowledge base when we're going into customers' homes and repairing furnaces of all makes and models.
• 2:49
  SPEAKER_01: Um, one of the biggest challenges is just employing the skilled technicians and finding where they're at.
• 2:56
  SPEAKER_01: Um, here in Montana and in specific market, there's no big HVAC schools or or any sources to to draw them to.
• 3:06
  SPEAKER_01: Ultimately, we signed up with several different um education uh, I guess, companies like EGIA or BDR, some of those to get some of that surface level guidance.
• 3:22
  SPEAKER_01: Implemented a lot of those, um, the ideas and the strategies that uh they had mentioned.
• 3:29
  SPEAKER_01: And uh, you know, the wheel's been created.
• 3:31
  SPEAKER_01: All we got to do is build it for our own car.
• 3:34
  SPEAKER_01: Um, and so essentially taking what they know and refining it to what works for Monarch was was one of the greatest challenges is the implementation of the information that we've found.
• 3:46
  SPEAKER_00: Um Yeah, I think I think it's always great, great to have some of the training and the good ideas, but uh having your people put those ideas into a reality.
• 3:55
  SPEAKER_00: Uh what's that like, Joe?
• 3:57
  SPEAKER_00: Tell me about that.
• 3:58
  SPEAKER_01: You know, it's critically important to departmentalize a company to where people are hyper-focused on certain aspects of the business and how it's functioning.
• 4:08
  SPEAKER_01: Um moving into each department and giving them amounts of tasks to complete that are palatable.
• 4:17
  SPEAKER_01: You know, you got to walk before you run, and this stuff doesn't happen overnight.
• 4:22
  SPEAKER_01: So, you know, starting with how the phones are being answered into how techs park the vehicle on the in front of the customer's home, you know, all the little details that that go into creating um a successful company protocol um is where it all starts.
• 4:41
  SPEAKER_01: Once once those uh details are refined, then you start to see the results that you're looking for.
• 4:48
  SPEAKER_01: But it's in a lot of cases can be a slow build if you're working on maintaining a trusted brand and providing a high-level service for that customer.
• 4:59
  SPEAKER_00: So tell me a little bit about the customer experience then.
• 5:03
  SPEAKER_00: What strategies have been crucial in the training you've taken and implemented there in Bozeman uh for a growing customer-focused company?
• 5:13
  SPEAKER_00: I know focusing on customer customers is what you specialize in, going going going the extra degree, you know, the a degree further.
• 5:21
  SPEAKER_00: And so I definitely uh definitely it's uh to go go further for the customer is a great intention.
• 5:27
  SPEAKER_00: But uh tell me about what kind of strategies uh can the client like what would the client experience in some of the strategies that you're implementing?
• 5:36
  SPEAKER_01: Yeah, absolutely.
• 5:37
  SPEAKER_01: So, you know, in our area, the Bozeman and the Greater Galton Valley that we live in, um you know, it's a small enough valley to where little mistakes can can damage a company.
• 5:49
  SPEAKER_01: So it's a critically important to make sure that we're doing the right thing for the right reasons.
• 5:54
  SPEAKER_01: Um and ultimately that's created through um having step-by-step processes and um things in place that can be followed by everybody on the team with with ease and with consistency.
• 6:08
  SPEAKER_01: So from the moment the customer calls in, they're being handled at a high level through our CSRs, um, and essentially listening to the customer and what their needs are and how we can best support uh what it is that they're needing us for.
• 6:26
  SPEAKER_00: Tell me a little bit about was there a moment when or a story you can tell us about a client that uh you realize you got feedback from your community there in Bozeman, like you're down at the local diner having breakfast one morning, or somebody saw the hat, a beautiful hat.
• 6:43
  SPEAKER_00: You had does everybody does every customer get a hat if they buy a whole system, Joe?
• 6:48
  SPEAKER_01: Uh they don't, but if they ask for one, we'd absolutely give it to them.
• 6:51
  SPEAKER_01: They are they're a very comfortable hat.
• 6:53
  SPEAKER_01: They have a neat little logo on it.
• 6:54
  SPEAKER_00: I mean, it's pretty it's it's very I mean, I'm honestly I I I like this hat, but I'm starting to think maybe I should uh uh have a secondary one just as a backup.
• 7:04
  SPEAKER_01: So I know a guy that might be able to get you set up with one.
• 7:07
  SPEAKER_00: It's a fine hat for sure, not that about it.
• 7:10
  SPEAKER_00: Uh but you know, uh tell me, is there any stories you can think of that where somebody gave you feedback and say, hey, you know what, Joe?
• 7:17
  SPEAKER_00: It uh you're you're the guy from Monarch, right?
• 7:19
  SPEAKER_00: Yeah, you know what?
• 7:20
  SPEAKER_00: My daughter used you and she is really happier.
• 7:24
  SPEAKER_00: You've heard anything where the the public just randomly uh came up to you, maybe a phone call, you're like, oh no, another uh what's this going, what's this person want?
• 7:32
  SPEAKER_00: And it's like uh it wasn't a telemarketer, it was a client saying how grateful they were.
• 7:38
  SPEAKER_00: You remember anything like everything like that?
• 7:40
  SPEAKER_01: You know, honestly, it happens quite frequently.
• 7:44
  SPEAKER_01: Um the way we we have a little follow-up process that uh happens every time we do a furnace replacement or an AC add-on where we send a thank you gift out to our recipient of the new system, and it has a little uh cardon in there that allows them to grade and speak freely about their experience with Monarch.
• 8:05
  SPEAKER_01: Um, and essentially those come in daily from different jobs that we've done.
• 8:09
  SPEAKER_01: And um, you know, it's it's got a one through five grading system on it, and there's a handful of questions and and then an open space at the bottom.
• 8:19
  SPEAKER_01: So for customers that have actually had an opportunity to work with us, those come back, like I said, almost daily.
• 8:26
  SPEAKER_01: And of course, those are followed along with our uh our review system.
• 8:30
  SPEAKER_01: And but to speak of an exact customer, you know, we had an event with a realtor one time, and throughout the course of the night, you know, several realtors came up and wanted to shake hands and and you know just say, hey, you know, I know so-and-so who used you guys and they did great.
• 8:48
  SPEAKER_01: And then, you know, like say a property manager that was at the event would come up and hey, you guys do all of our systems.
• 8:55
  SPEAKER_01: We appreciate the gals in the office answering the phone, and your technicians were so nice, and we just really appreciate that level of customer service.
• 9:03
  SPEAKER_01: So, I mean, to pick out one would be very difficult.
• 9:06
  SPEAKER_01: Um, it comes in, like I said, daily uh via through some of the reviews, which are full-bodied reviews.
• 9:13
  SPEAKER_01: They're not the little did great job type thing.
• 9:16
  SPEAKER_01: It's it's like a heartfelt uh you know message that they put out there because we we made a difference for them and and that feels good.
• 9:23
  SPEAKER_01: And that we strive to get those type of uh that type of feedback and provide that experience for the customers.
• 9:29
  SPEAKER_00: And no that no doubt about it.
• 9:32
  SPEAKER_00: Uh tell me this uh answer to this question, uh Joe, if you can.
• 9:36
  SPEAKER_00: Uh, as you grow the business, um what is the what is the type of client that is a good fit to work with your company?
• 9:46
  SPEAKER_00: Like how would I know if I was the right kind of customer that would work well with um with Monarch?
• 9:54
  SPEAKER_00: I mean, is like uh a certain kind you know client that usually works better with the company, uh what they what their expectations are.
• 10:02
  SPEAKER_00: What what the what the client who expects blank would be a really good fit for our company.
• 10:07
  SPEAKER_00: What would that be, Joe?
• 10:09
  SPEAKER_01: You know, the the easy response would be like, oh, everybody's our customer.
• 10:13
  SPEAKER_01: We're gonna do great for everybody.
• 10:15
  SPEAKER_01: But the uh the truth of the matter is is that you know, the perfect customer would be somebody that is looking and has a higher um higher, um, I guess the word I'm looking for would be need for a better service.
• 10:30
  SPEAKER_01: You know, we're not the the one truck chuck, you know, we're creating multiple options for each customer that may have higher um requests and want deeper information on the services and products that we carry.
• 10:45
  SPEAKER_01: Um, you know, the customer that wants to know more and see where the dollars are going and how they're applying to the project that they may have a hand.
• 10:55
  SPEAKER_01: Um the customer that wants to know that they're going to be taken care of and they need that level of trust when hiring a contractor to come out and install uh comfort systems for their home.
• 11:08
  SPEAKER_01: So somebody that has a higher need for better service and better products.
• 11:18
  SPEAKER_00: They appreciate they appreciate service and and they want somebody to do the job right for them.
• 11:24
  SPEAKER_00: Uh they're not they're not looking to say, let me let me do some of it.
• 11:27
  SPEAKER_00: They're saying, Hey, I want you to take care of this.
• 11:30
  SPEAKER_00: I I got enough stuff to do.
• 11:31
  SPEAKER_00: Is that well, yeah.
• 11:33
  SPEAKER_01: I mean, exactly.
• 11:34
  SPEAKER_01: And I mean, you know, if you think about the customer that's like, oh, I don't give, I don't care who is coming, I don't care about anything, I just want the cheapest price.
• 11:42
  SPEAKER_01: You know, we're gonna be very competitive in that nature, but we're not we want we have higher standards.
• 11:49
  SPEAKER_01: And so every customer that we help, they get they always get the same service.
• 11:55
  SPEAKER_01: Um, we don't change our model, we don't adjust um the presentations unless we identify an issue, but we're always trying to build that value and provide that high-level um information, the education, and the the offering of solutions to to that customer so that they're best informed for what it is they're getting involved with.
• 12:18
  SPEAKER_00: Yeah, yeah, yeah.
• 12:19
  SPEAKER_00: Go ahead.
• 12:20
  SPEAKER_01: Oh, it's just it's just being thorough about the experience and and a customer that wants to know.
• 12:26
  SPEAKER_01: And if they don't want to know, that's fine.
• 12:28
  SPEAKER_01: They're gonna still receive the same high level of service and they can be trimmed down to fit their needs, or we can sit at the dinner table with them for two hours if that's what they're looking for.
• 12:38
  SPEAKER_01: Um, we're happy to answer questions, but we also respect your time if they need to make the visit short.
• 12:44
  SPEAKER_00: Yeah, and when I you know when I see um some of the things as I do as I do the research, like probably a lot of your customers do, you know, I see guys like Marty and Andrew and uh some of the people uh who answer the phone and uh take care of clients uh who are fortunate enough to hire Monarch.
• 13:02
  SPEAKER_00: Um what qualities do you look for uh in the people you hire?
• 13:07
  SPEAKER_00: I mean, because it seems like um, you know, you got some the people are is kind of like uh the difference in your company.
• 13:14
  SPEAKER_00: I'm not sure if you agree with that, but it seems like the the personal touch that your people provide is something that makes it unique.
• 13:20
  SPEAKER_00: Uh what kind of qualities do you look for when you hire top talent?
• 13:25
  SPEAKER_01: Yeah, so you know, half of our staff is either retired military, first responders, police officers, firefighters, you know, uh people that are comfortable being on teams.
• 13:39
  SPEAKER_01: And uh, you know, any company is a team.
• 13:42
  SPEAKER_01: You know, how good and tight that team is really depends on the culture and it depends on um how everybody gets along.
• 13:51
  SPEAKER_01: So ultimately it's finding people that will mesh well with the company um and that are trainable, uh, you know, have that have the uh have the skills to back up what it is they're claiming, you know, doing a little bit deeper dive on the front side to make sure they understand what they're getting into when joining our team, and then also us properly vetting um each applicant to make sure, you know, that's they're just not job hoppers looking for an extra buck coming down the road.
• 14:20
  SPEAKER_01: Um, you know, our team are all long-term staff that uh are building something for themselves, they're building something for the team.
• 14:28
  SPEAKER_01: And uh I'm a very strong believer in everybody's gotta win, from the customer to the technician to the company.
• 14:36
  SPEAKER_01: And uh, if if if we can't all win, then we're gonna do something different.
• 14:40
  SPEAKER_01: And so every every component to that that mixture is critical to the success of each and every service call.
• 14:51
  SPEAKER_01: So that's fine.
• 14:52
  SPEAKER_00: Tell me about how much training your company does to improve performance for the clients.
• 14:57
  SPEAKER_01: Yeah, so another big relationship um proponent there with our suppliers, our uh manufacturers, utilizing the technology that uh they provide because again, they're part of our team, they're part of that closed link chain.
• 15:12
  SPEAKER_01: And uh, you know, utilizing the training opportunities they have there in all the specific areas is is the biggest thing from you know online training dashboards to um NATE certification.
• 15:28
  SPEAKER_01: Um, yeah, I mean, just the endless uh pool of uh training opportunities, but we self-cater it to each technician and each person on the team because everybody learns at a different speed and then at a different rate and has different needs.
• 15:43
  SPEAKER_01: And so we do quarterly reviews with each member of our team to continue to build on that educational piece moving forward.
• 15:52
  SPEAKER_00: How do you balance the uh efficiency of the work process uh with delivering a personal client experience?
• 15:59
  SPEAKER_00: Because I mean you got to spend time out there, and that's probably one of the biggest things like everything, everything is time.
• 16:04
  SPEAKER_00: Um so tell us about um when you tell your guys, hey, you know, is it more of like a hurry up and get out of there, or is it like, hey, take the extra time and get to know the customer by more.
• 16:17
  SPEAKER_00: It's like what is what does the value system lean toward?
• 16:20
  SPEAKER_00: More efficiency or more, hey, we'll we're gonna invest in that time with the client.
• 16:24
  SPEAKER_00: Tell me more about that.
• 16:25
  SPEAKER_01: Yeah, so it's it's very important that we're taking the time with that customer as needed.
• 16:30
  SPEAKER_01: You know, as I mentioned earlier, some people don't need to sit there for an hour.
• 16:34
  SPEAKER_01: Some people want to come, they'll make a decision quick because maybe they did their own research and they just need us to show them the price and they're ready to go.
• 16:42
  SPEAKER_01: Other people, we got to thoroughly explain um, hey, this is how the system works.
• 16:46
  SPEAKER_01: Here's some really great options for you.
• 16:48
  SPEAKER_01: Here's how this can benefit you and your home.
• 16:51
  SPEAKER_01: And uh it might take two hours.
• 16:53
  SPEAKER_01: And how we portray that to the technician is we only care about the job at hand.
• 16:59
  SPEAKER_01: So, you know, it's if you got if that technician has five jobs on his schedule for the day, we can move and adjust the schedule as the day plays out, but we tell our technicians to only focus on the job at hand and to do it thoroughly front to back so that we're not shortchanging the customer and we're providing them with the value that our company provides.
• 17:24
  SPEAKER_00: That's a great strategy.
• 17:25
  SPEAKER_00: Tell us a little bit about the this is gonna be fun.
• 17:28
  SPEAKER_00: Let's do a little bit of uh uh thinking about and imagine, use our imagination.
• 17:33
  SPEAKER_00: And I want you to think about the trends that are shaping the future of the home service industry, especially you know, the heating and cooling industry.
• 17:41
  SPEAKER_00: It definitely a lot of technology and things like that.
• 17:43
  SPEAKER_00: And and how are you preparing?
• 17:45
  SPEAKER_00: So what do we how what's gonna look like in the future uh to heat and cool my home?
• 17:51
  SPEAKER_00: Uh 20 years from now.
• 17:53
  SPEAKER_00: And uh what can I what would I expect?
• 17:55
  SPEAKER_00: Is there kind of robot would make would uh turn on the temperature for me?
• 17:59
  SPEAKER_00: Or what what's gonna what do you see in the future that is gonna change this business with technology and some of the solutions out there other on the horizon?
• 18:07
  SPEAKER_00: And how do you guys uh how are you guys gonna integrate with these?
• 18:11
  SPEAKER_01: You know, the integration piece never stops.
• 18:14
  SPEAKER_01: You know, if you're looking at the future, everybody knows there is so much new technology and um features and a lot of AI being used, um, things that I never had learning into this industry.
• 18:26
  SPEAKER_01: And uh, you know, you got to adapt and overcome.
• 18:30
  SPEAKER_01: And with the new advancements with uh you know artificial intelligence on helping with uh technician diagnostics to in-home smart features like indoor air quality testing and um all the different sensors like carbon monoxide that's now available in some of these controls, and then you know, it's it's those type of things that help improve the indoor air quality because now we have the smart features, you know.
• 18:59
  SPEAKER_01: Looking forward into the future, you know, it's it's it's it's laughable to think that robots will be a part of it, but to be honest, it probably will be.
• 19:06
  SPEAKER_01: Um, you know, it's almost to the point now where you could pull a kid out of high school, put him in front of a lab or a tablet, and give him a truck of parts, and then all he has to do is show up to it and physically swap the part out that right, right, right.
• 19:21
  SPEAKER_01: So yeah, yeah, yeah.
• 19:22
  SPEAKER_00: So so the uh technical knowledge will be much more available on demand.
• 19:27
  SPEAKER_00: Uh and I think I think people are gonna learn, I think, you know, but back in our day, we we we probably you when you were in the military and also before you did that uh in Montana, you a lot a lot of like when you're in an agricultural community, like uh raising cattle and stuff like that or corn, it's like uh uh you know, on-the-job training is a thing, right?
• 19:48
  SPEAKER_00: It's uh but but the same thing I think is gonna be true with the heating and cooling and every technology because to uh sit people in a classroom uh when the technology is instantly available at your fingertips.
• 19:59
  SPEAKER_00: I mean, how do you think that's gonna help the development of people and uh and their process to be getting it getting the information right too?
• 20:07
  SPEAKER_00: I mean, what do you think of that?
• 20:09
  SPEAKER_01: Yeah, no, that's a great question, and it's and it's ever changing and it's changing fast.
• 20:14
  SPEAKER_01: So how we started training versus how we do it now is completely different.
• 20:20
  SPEAKER_01: I mean, we used to send technicians down to Nashville, Tennessee to go through a specific in-house two-week long training facility and build them from ground up.
• 20:30
  SPEAKER_01: And uh, you know, that worked, but it didn't work as we'll just say the ROI wasn't there upon a turn.
• 20:39
  SPEAKER_01: Um, to where now it's it's very specific.
• 20:43
  SPEAKER_01: We we've we've gone to the model where we work with each individual technician because having classroom settings with multiple technicians in there, some of which are thinking about where they're going fishing later, and some are not even engaged at all.
• 20:55
  SPEAKER_01: Um it really doesn't there's no ground was really gained for as a as a population of that room.
• 21:02
  SPEAKER_01: So bringing it down to a one-on-one basis and having, you know, like KPIs that were watching, key performance indicators that allow the technician to see their growth and their trajectory and also the company.
• 21:16
  SPEAKER_01: You know, we want people to grow and develop so they can not only make more money, but um, you know, assist in the stability of the company by uh, you know, memberships or um just quality installations.
• 21:29
  SPEAKER_01: You know, those referral-based customers are what drives a lot of business.
• 21:33
  SPEAKER_01: And uh that's a big, big sector of the market that we feel we're winning in.
• 21:39
  SPEAKER_00: You know, it's uh to me, one of the being in the home comfort business, because it is such an intangible about what makes one person comfortable versus somebody else.
• 21:48
  SPEAKER_00: I mean, the same some people, one person could be like, This is fine.
• 21:52
  SPEAKER_00: Another person's like, Are you crazy?
• 21:53
  SPEAKER_00: I'm freezing.
• 21:54
  SPEAKER_00: I'm freezing.
• 21:55
  SPEAKER_00: So it's like it's like a very inexact uh science.
• 21:58
  SPEAKER_00: Um, but you know.
• 22:00
  SPEAKER_00: So it's not an easy job to have rolling warehouses with skilled technicians and having to do outreach to the community to make sure they know about you and and then you got uh all the stuff you gotta do.
• 22:13
  SPEAKER_00: What keeps you motivated, Joe, uh in this industry?
• 22:16
  SPEAKER_00: And what part of this work uh really makes you get up every morning uh with a a pep in your step?
• 22:23
  SPEAKER_00: What's the thing that motivates you every morning when you get up?
• 22:26
  SPEAKER_01: Yeah, absolutely.
• 22:27
  SPEAKER_01: You know, a big part of what I I absolutely love doing is you know, how can we further help the community and how can we be great at what it is that we're doing?
• 22:36
  SPEAKER_01: And looking back and looking through the company as a whole to see areas where they may or may not be improved to increase the experience that's the customer has with us.
• 22:47
  SPEAKER_01: So, you know, developing um a department to where they're getting plenty of reviews and you know, seeing technicians grow.
• 22:57
  SPEAKER_01: And I mean, we've seen guys that you know started six, eight, 10 months ago and they're already innate certified.
• 23:03
  SPEAKER_01: And uh that's more than some of these guys can do that have gone through some of these community colleges with uh an HVAC department that or you know, diploma or whatever it is that they can get over there.
• 23:15
  SPEAKER_01: Um, and so we've expedited the route to achieve success for our team um through multiple different chains, and it's produced some very high-level individuals that uh absolutely help drive the success of the business.
• 23:31
  SPEAKER_00: Well, Joe, let's go back in time.
• 23:32
  SPEAKER_00: Let's have some more fun.
• 23:34
  SPEAKER_00: Uh if you spend some time in the future.
• 23:36
  SPEAKER_00: Now let's go back and spend a little time in the past.
• 23:39
  SPEAKER_00: And I'm gonna ask this question.
• 23:40
  SPEAKER_00: It's kind of a fun question.
• 23:42
  SPEAKER_00: I hope you can appreciate it.
• 23:43
  SPEAKER_00: But you know, if we could go back in time and we could talk to a much younger Joe uh Miller about um maybe Private Joe Miller.
• 23:55
  SPEAKER_00: Uh not sure how old are you?
• 23:56
  SPEAKER_00: How old were you when you were the when you were uh starting out in the military, Joe?
• 24:00
  SPEAKER_01: Um, well, I was uh let's see, it was it's probably about 19 or 20.
• 24:05
  SPEAKER_00: Yeah, that's perfect.
• 24:06
  SPEAKER_00: That's exactly what I'm talking about.
• 24:07
  SPEAKER_00: Let's go back and to talk to young Private Joe Miller.
• 24:12
  SPEAKER_00: If you could go back and give yourself some advice about what's to come, uh what would you tell yourself if you could go back and tell your and give yourself some advice?
• 24:20
  SPEAKER_01: Yeah, that's a that's a great question.
• 24:22
  SPEAKER_01: You know, my in my uh yeah, my life was very uncertain in those times, you know, you know, coming off of uh two deployments and then coming home and not really knowing what to do, but I knew I had my college paid for, so I guess I started there.
• 24:37
  SPEAKER_01: Um a lot of the big guidance came from some books I read.
• 24:42
  SPEAKER_01: Um, one, of course, which many people have read is the Rich Dad Poor Dad um series.
• 24:48
  SPEAKER_01: And that kind of pointed me in the right direction.
• 24:51
  SPEAKER_01: If I was going to tell myself something from the future back to the past now, yeah, I mean it's it seems generic and everything else, but it's just you know, you got to follow your gut and you gotta follow your follow your dream a little bit.
• 25:07
  SPEAKER_01: Nobody knows or has a crystal ball on what the future is gonna look like, and nor do you, and nor do I right now.
• 25:14
  SPEAKER_01: But uh it's a tough one.
• 25:16
  SPEAKER_01: It's like, you know, just that self-assurance that you know, stay on the path, follow your gut, and and work hard at whatever it is you're gonna do.
• 25:26
  SPEAKER_00: That advice is timeless, Joe.
• 25:28
  SPEAKER_00: You're probably your uh your grandfather, your grandfather would have probably given himself that same advice too, most likely.
• 25:35
  SPEAKER_00: Joe, uh finally, where can listeners connect with you and uh get to know uh the people at Monarch better or learn about uh using your company to make their family comfortable?
• 25:46
  SPEAKER_00: How can they how can they do that?
• 25:48
  SPEAKER_01: Yeah, you know, um our website's a great place to start, and that's uh www.monarchheating and ac dot com.
• 25:58
  SPEAKER_01: Um, we're also on Facebook and uh Instagram.
• 26:03
  SPEAKER_01: Um I do have you can reach me personally with questions, and I'm happy to answer any questions you might have at uh info at monarchheating and ac.com.
• 26:14
  SPEAKER_01: Um yeah, happy to help.
• 26:16
  SPEAKER_01: And I think knowledge is a gift.
• 26:18
  SPEAKER_01: And if I can help somebody coming up, I'm more than happy to do so.
• 26:23
  SPEAKER_00: Well, that was another great conversation with Joe Miller from Monarch Heating and Cooling in Bozeman, Montana.
• 26:31
  SPEAKER_00: Joe, we really appreciate having you on the show.
• 26:33
  SPEAKER_00: Thank you so much.
• 26:34
  SPEAKER_01: Yeah, absolutely.
• 26:35
  SPEAKER_01: It's a great talk to you.
• 26:37
  SPEAKER_00: Thank you.
• 26:37
  SPEAKER_00: And thank you, everyone who's listening to this podcast for sticking with us until the very end.
• 26:42
  SPEAKER_00: If you've gained value from today's episode, we'd love for you to leave a rating or review wherever you listen to podcasts.
• 26:49
  SPEAKER_00: And if you know somebody who needs a really good heating and air conditioning or great heating and air conditioning company in Bozeman, Montana, or anybody looking to scale their career, send them over to Monarch and uh send this episode their way.
• 27:03
  SPEAKER_00: And maybe they'll uh pick up a few tips before they hire them or try to work over there at Monarch.
• 27:09
  SPEAKER_00: If you take one key insight away from today, put it into action, let us know how it goes.
• 27:15
  SPEAKER_00: We'd love to hear about your progress.
• 27:17
  SPEAKER_00: And thanks again for joining us here.
• 27:19
  SPEAKER_00: And we'll see you on the next episode of the Home Service Heartbeat Podcast.
• 27:25
  SPEAKER_00: Goodbye, everybody.