Latest / The Home Service Heartbeat Podcast / How to Build a Culture of Premium Service | Billy Gregus of Integrity Refrigeration & A/C

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How to Build a Culture of Premium Service | Billy Gregus of Integrity Refrigeration & A/C · 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: I'm Joe Cruzera, and today I'm excited to be joined by a good friend, Mr.
0:10
SPEAKER_00: Billy Gregis, who is from Integrity, Refrigeration, and AC in Orlando, Florida.
0:16
SPEAKER_00: Billy wants you and the people of Orlando to experience unparalleled comfort with their HVAC services, and they're going to prioritize the efficiency, reliability, and customer satisfaction.
0:31
SPEAKER_00: Billy, thank you so much for joining us today.
0:33
SPEAKER_00: We're thrilled to have you on the show.
0:35
SPEAKER_00: Thank you, Joe.
0:36
SPEAKER_00: Great to be here.
0:38
SPEAKER_00: Well, Billy, why don't we just jump into it?
0:39
SPEAKER_00: This is remember, this is for you.
0:41
SPEAKER_00: This is about you and not about me.
0:42
SPEAKER_00: I mean, I've I've already been on too many podcasts already and probably overshared.
0:47
SPEAKER_00: Uh let's talk about you and integrity, uh, refrigeration and AC.
0:52
SPEAKER_00: Uh why don't you share how you got started in the service industry and what led to your leadership role here at integrity, refrigeration, and AC?
1:00
SPEAKER_01: Yeah, great question.
1:02
SPEAKER_01: I um I basically in 2008 I started at a company called Gividon Flavors.
1:08
SPEAKER_01: I was the maintenance uh lead doing um mainly the TIG welding, stick welding, um maintenance mechanic style roll.
1:19
SPEAKER_01: Uh well, that when I actually came on, we didn't have anybody doing the uh anybody that knew how to do AC.
1:25
SPEAKER_01: We had refrigeration and we had comfort cooling or HVAC, a lot of it, big cold storage rooms, um, split systems, uh giant, giant chiller systems.
1:35
SPEAKER_01: So the Jividon would actually pay for me to go to school as long as it benefited the company.
1:43
SPEAKER_01: And I took advantage of that.
1:44
SPEAKER_01: And for about uh say about six years straight, I I did non non-stop training, going to Tampa, you know, traveling, uh, and and I was compensated for all of it.
1:56
SPEAKER_01: And that really set me on a great path to where I started enjoying the refrigeration, the HVAC side.
2:02
SPEAKER_01: So long story short, after about three years of doing the training, we no longer had to um have a third party doing our AC uh in refrigeration, and I took that over completely.
2:13
SPEAKER_01: And that's kind of what gave me the love for it.
2:16
SPEAKER_01: And officially started the business in 2015, and I stayed at that job for another two years and finally went full-time on the business, take the entrepreneurial leap, as uh as they say in 2017, and it's been a journey since.
2:30
SPEAKER_00: Well, let's talk about that leap.
2:32
SPEAKER_00: Uh, what's the biggest challenge you've faced while uh growing and getting into it, going from a job to uh being an entrepreneur?
2:41
SPEAKER_00: And uh, how did you overcome that, uh Billy?
2:45
SPEAKER_01: Um, I would say the biggest challenge I would say is getting the work while I'm trying to grow the staff.
2:52
SPEAKER_01: You know, one of my biggest stresses in the beginning was making sure I had the work.
2:56
SPEAKER_01: It was so inconsistent because I wasn't doing um, you know, good practices like outbounding.
3:01
SPEAKER_01: I wasn't um, you know, I didn't have a maintenance plan in the beginning.
3:04
SPEAKER_01: Uh again, I was a technician that became a business owner.
3:09
SPEAKER_01: And I completely understand when they say, you know, a technician owned the business.
3:13
SPEAKER_01: And I had to become a leader.
3:14
SPEAKER_01: I had to become um, you know, somebody that I could could help build a team up and basically be a leader.
3:20
SPEAKER_01: So the the biggest challenge I would say is making sure I had the work for the amount of people.
3:24
SPEAKER_01: I was very hesitant to hire people because our our workload would go up and down.
3:29
SPEAKER_01: Like sure, I'd have one or two weeks where we'd be slammed and we could use more people, but then I would be worried about the slow times.
3:35
SPEAKER_01: So trying to get that more consistent uh was probably one of my biggest, biggest challenges, I would say, um, uh, when I was first starting.
3:43
SPEAKER_00: Well, if I was a uh client of integrity, refrigeration, and AC, uh, what kind of strategies would I be uh seeing uh that has been crucial for growing and and gaining customer satisfaction?
3:56
SPEAKER_00: What are some of the strategies that you employ that differentiate you from the rest of the crowd there in Orlando?
4:02
SPEAKER_00: Because there's got to be a lot of competition, I'm sure.
4:04
SPEAKER_01: Oh, absolutely.
4:05
SPEAKER_01: So I would say, so we specialize in in providing premium service.
4:10
SPEAKER_01: And a lot of people say that, Joe, but I actually put the work into it.
4:15
SPEAKER_01: I all my team is on a consistent training schedule.
4:18
SPEAKER_01: Um, you're consistently training technical um mindset, um, customer service.
4:25
SPEAKER_01: We uh we have Service Titan, which is one of the best CRM systems uh out there, in my opinion.
4:31
SPEAKER_01: We have a great office staff that's that's coached and trained power selling pros uh from my CSRs.
4:37
SPEAKER_01: I'm a part of every single job.
4:39
SPEAKER_01: I have passion for this, uh Joe, and I I really enjoy taking care of the customer.
4:44
SPEAKER_01: I enjoy working with my team, bringing everyone up.
4:47
SPEAKER_01: Um we buy premium products.
4:49
SPEAKER_01: I've been doing this since 2008.
4:51
SPEAKER_01: So I know what what are some of the best tools in this tree.
4:54
SPEAKER_01: I know what some of the best materials are and what not the best materials are.
4:58
SPEAKER_01: Uh we focus on tracking our metrics.
5:01
SPEAKER_01: I look at closing rate, I look at you know, labor percentages.
5:04
SPEAKER_01: Um, I'm constant in communication with our team.
5:06
SPEAKER_01: We do debriefs before we talk to the customer.
5:09
SPEAKER_01: Everything we do, we're emphasizing on making sure we provide the highest quality service.
5:13
SPEAKER_01: I've got new vans uh fully wrapped, I've got fully stocked inventory.
5:18
SPEAKER_01: Uh everything that I do is to cater to the customer to make sure that um, you know, we get out the same day, we're taking care of the customer.
5:26
SPEAKER_01: We um, you know, we've done tons of training on on how to how to give excellent five-star service and our Google rating show.
5:34
SPEAKER_01: And I think we're we're doing a good job on that.
5:36
SPEAKER_00: I think I think everybody thinks that when they get a job done for air conditioning or refrigeration, that the guy was only here for like two hours or whatever.
5:45
SPEAKER_00: It's like it's like they don't realize, like, could you explain to the consumer how much work is done behind the scenes for every hour that's working on the job?
5:54
SPEAKER_00: Can you tell us about how many hours are working behind the scenes uh to make sure the guy got there and to make sure that the company was insured and uh all the other things?
6:04
SPEAKER_00: Tell us a little about uh so the consumers can see that it's not a get-rich quick scheme.
6:10
SPEAKER_00: Uh, could you open the door to that a little bit more there, Billy?
6:13
SPEAKER_01: Yeah, I mean, one of one of the main things is making sure we've got a stocked vehicle uh list.
6:19
SPEAKER_01: And um, you know, in the beginning we had to create our own.
6:23
SPEAKER_01: We had to see, okay, we need this 80% of the time or 90% of the time.
6:27
SPEAKER_01: So that has ever evolved into we basically have 95% of everything we need to get the customer up and running.
6:33
SPEAKER_01: That's a win right there.
6:35
SPEAKER_01: Uh, we have a fully stocked, which can be upwards of$16,000 with tools, uh, just rolling in that that van alone.
6:42
SPEAKER_01: So, so getting the customer up quick, not having to leave, not having to make the customer wait is a benefit.
6:48
SPEAKER_01: Um, the insurance is that we need, we need umbrella insurance, we need GL insurance, we need auto insurance, um, the office training uh to make sure that we're communicating to the customer.
7:00
SPEAKER_01: The CRM systems that constantly notify, hey, we're coming.
7:03
SPEAKER_01: Um, you know, hey, you have an open proposal.
7:06
SPEAKER_01: Would you like a follow-up?
7:07
SPEAKER_01: Um, all of those are all evolving into that one job.
7:12
SPEAKER_01: And the customer only sees two hours, but you know, in reality, that's probably only half the time that we put into it.
7:18
SPEAKER_01: Um, and that's not even including the training that we do to prep our guys to make sure that the best technician arrives at the home, making sure we have our events organized so we look professional.
7:26
SPEAKER_01: Uh wearing uniforms uh is a is another expense, but it it it shows the pride that we have for the company and the professionalism.
7:34
SPEAKER_01: So I could go on for a pretty long time about the prep.
7:37
SPEAKER_01: Uh let's just say it's been since 2015.
7:40
SPEAKER_01: I've been building up to these uh to these moments.
7:43
SPEAKER_00: Yeah, I think a lot of people think it's just uh you own a business like this and you're free to do everything you want.
7:48
SPEAKER_00: Uh is that is that a myth that uh owning a small business gives you a lot more time and freedom, or is that time invested more into your clients?
7:58
SPEAKER_00: What would you say there?
7:59
SPEAKER_01: You know, it's evolved, Joe.
8:00
SPEAKER_01: Um, in the beginning, so before you get a business, that's what you think.
8:04
SPEAKER_01: You're like, you know, I want freedom.
8:06
SPEAKER_01: I want to be able to do what I want when I want to do it, I want to be able to work whenever I want.
8:10
SPEAKER_01: And the exact opposite happens.
8:11
SPEAKER_01: You work more hours than you're working at the previous job.
8:14
SPEAKER_01: Um, you don't have the the freedom to do whatever you want.
8:17
SPEAKER_01: But as the organized, as the business gets organized, as I created systems and processes, as I created a culture, as I hired the right people, um, that started clicking.
8:27
SPEAKER_01: And I work on a pretty set schedule to where, you know, I'm 40 to 55 hours a week.
8:32
SPEAKER_01: Um, but I enjoy it.
8:34
SPEAKER_01: I'm I'm doing this intentionally to help um work on the business, not in the business.
8:38
SPEAKER_01: Um, I do sometimes have to get in the business, but for the most part, I train my team right.
8:43
SPEAKER_01: Um, I I allow them to make decisions and I uh uh I wouldn't be anywhere without without my team.
8:51
SPEAKER_01: Um it's it's been a it's been a great experience.
8:54
SPEAKER_01: And and uh yeah, there's just a lot that goes into it, Joe.
8:57
SPEAKER_00: Well, Billy, let's talk about something more fun than that, okay?
9:00
SPEAKER_00: I think that's that's the negative part of the whole thing, the hard work it takes to do all this stuff.
9:05
SPEAKER_00: Let's talk about something fun.
9:07
SPEAKER_00: Like talk about a client experience that you can think about.
9:11
SPEAKER_00: I want you to think about maybe a client, one of the most fun clients you've ever worked with, or somebody there who gave you feedback as a client or somebody who received your service that kind of lets you know you were on the right track.
9:24
SPEAKER_00: Like, when did you realize that, hey, you know, Billy, this thing is actually what you're doing here is actually working.
9:30
SPEAKER_00: And I really appreciate it.
9:31
SPEAKER_00: When's like do you remember the first first time you got the feedback where like you realized that this was on the right track here, Billy?
9:38
SPEAKER_01: Yeah, so in the beginning in 2017, I was the only technician.
9:43
SPEAKER_01: I used to pull a trailer behind me.
9:45
SPEAKER_01: Um is kind of how I started my journey.
9:47
SPEAKER_01: I now have I have 12 uh employees, and uh we've grown ever you know so much since 2017.
9:54
SPEAKER_01: But I I do remember um I I was very um I knew early on that I wanted to provide premium service.
10:02
SPEAKER_01: I knew I wanted to be different than just go there, fix the problem, charge them.
10:06
SPEAKER_01: Um, you know, now we we we checked it completely, check the system.
10:09
SPEAKER_01: We make sure that the customer knows what it's gonna take to get it to 100%, um, which helps, you know, with the reliability and things like that.
10:16
SPEAKER_01: So um a couple times I got really great feedback where just people, you know, after I'd fix a unit, um, just so impressed with the type of work that I did, the passion that I put into it.
10:27
SPEAKER_01: You can tell when someone has passion for what they do.
10:30
SPEAKER_01: And um, I've got numerous feedbacks, you know, back when it was just me.
10:34
SPEAKER_01: And I and I get feedback now.
10:35
SPEAKER_01: You know, we we do handwritten, um, handwritten cards to our new customers and uh customers that go with us for install.
10:43
SPEAKER_01: We write a hand note and we have the entire team sign it.
10:46
SPEAKER_01: Um, you know, that's that's the small genuine things that um not a lot of companies do that is that extra touch because we we honestly care.
10:54
SPEAKER_01: Um it's not a it's not an act.
10:56
SPEAKER_01: Uh so just the constant feedback whenever I was working one-on-one, and then we do get calls going, you know, no other AC company has done this.
11:04
SPEAKER_01: Uh you guys go above and beyond, which is the greatest compliment.
11:08
SPEAKER_01: And again, our Google reviews kind of reflect on that.
11:11
SPEAKER_01: But that was the main time where I sat there.
11:13
SPEAKER_01: I said, I'm doing the right thing.
11:14
SPEAKER_01: I'm creating the vision that I want to create, which is a premium service and um to be fair to the customer.
11:20
SPEAKER_01: Um, something, you know, what I wanted to do, what I wanted to do was make sure that the customer knew that if I was their AC company, they didn't have to worry about anything.
11:29
SPEAKER_01: I would take care of the problems, I'd make sure it's running right, I'd get them on a maintenance plan program, just a complete turnkey solution.
11:36
SPEAKER_01: And I believe we've accomplished that.
11:38
SPEAKER_00: Right, Brian, would you say that there's there's a range of in in Florida where you live in Orlando, there's a range of different diversity and uh people in this community of uh different uh cultures and things like that.
11:53
SPEAKER_00: But tell me a little bit about the um, you know, how do you know no matter what, that this is the right uh I'm I'm kind of like the right kind of client for your company.
12:04
SPEAKER_00: How would I know uh what's the best uh client avatar?
12:09
SPEAKER_00: The people who are like the best client for us, like how would I know if I saw somebody who would be a good client for you and uh and that would match well with your services in a way, Abeli.
12:19
SPEAKER_00: Right.
12:20
SPEAKER_01: And you know, I would say a couple of years ago I used to say yes to all work.
12:25
SPEAKER_01: Um now we're a little bit more selective because we are we do have a customer base, and there's no nothing wrong with budget friendly, just want it as low as possible.
12:33
SPEAKER_01: It's just not our business model because of how much we invest into our products, how much we invest into training, how much we invest into our people.
12:40
SPEAKER_01: Um so I would say um, you know, there's nothing wrong with that, but our perfect avatar would be someone who appreciates quality, who wants the finer details, they want the absolute best running system, they want it reliable, um, someone they can call no matter what and will come out and we'll make it right, uh, whether it's our fault or whether something happened.
13:05
SPEAKER_01: Um, and and they understand that quality comes at a cost.
13:09
SPEAKER_01: Um, you know, in order to be able to provide all these services, we have to invest pretty heavily, more heavily than a lot of companies that I I know of in this area.
13:18
SPEAKER_01: Um, so when we are higher priced, it's because the service that we deliver, it's because the products that we use, it's because the training uh to make sure that you get the absolute best experience and the units fix right and reliable.
13:30
SPEAKER_01: Uh, that would be our perfect avatar.
13:32
SPEAKER_01: Someone that understands that, Joe.
13:35
SPEAKER_00: Somebody understands that uh, you know, I'm not looking for something that's uh low quality, but something that's gonna last and something and even in a relationship too, right?
13:45
SPEAKER_00: Because I think it sounds like you're really good at uh maintaining those relationships with your clients.
13:51
SPEAKER_00: And it you sound like you guys really value that as well.
13:53
SPEAKER_00: We do.
13:54
SPEAKER_00: Uh tell us about tell us about the hiring of employees now.
13:57
SPEAKER_00: Let's move to the uh employees.
13:59
SPEAKER_00: If I was a if I was an employee looking, like if I was a customer of yours, or and you may have even had this probably.
14:06
SPEAKER_00: I'm pretty sure a guy like you with as much heart as you have and passion as you have, probably one of the clients have recommended maybe that their son or their uncle or somebody go apply.
14:16
SPEAKER_00: You should go apply with Billy.
14:17
SPEAKER_00: He's exactly the kind of guy you should go work with.
14:20
SPEAKER_00: Uh how would a client know if one of their family members or their son or daughter would be a good employee for, or how would I know if I was going to be a good employee for uh integrity refrigeration and AC?
14:32
SPEAKER_00: What's the what are you looking for?
14:34
SPEAKER_00: The kind of qualities when you look for uh people to serve your clients?
14:38
SPEAKER_01: I would say the biggest thing, Joe, believe it or not, it's not technical aptitude.
14:42
SPEAKER_01: It would be it would be attitude, drive, passion for the industry.
14:47
SPEAKER_01: They have to love this industry.
14:48
SPEAKER_01: They don't have they, you know.
14:50
SPEAKER_01: I asked this uh this question whenever I'm doing recruiting.
14:54
SPEAKER_01: Um, why did you get into AC?
14:56
SPEAKER_01: And if it's because it pays a lot, that's not the right answer.
14:59
SPEAKER_01: I want somebody who has attitude, who's excited for um, you know, helping the customer, who's excited for being able to fix things that other other people aren't able to, um, someone who puts attention to detail, um, well spoken, is is is is on a pursuit to be the best versions of themselves.
15:20
SPEAKER_01: Um, all of those things is is what I'm looking for.
15:24
SPEAKER_01: Obviously, technician aptitude is great, but that's not the main driver.
15:30
SPEAKER_01: Most of the times, what I do, Joe, is I hire for attitude, I hire for passion.
15:35
SPEAKER_01: Um, you know, does he want to be the best?
15:38
SPEAKER_01: Is he, you know, does he want to challenge himself?
15:41
SPEAKER_01: That's a huge um plus in my book.
15:43
SPEAKER_01: And then we can train them.
15:45
SPEAKER_01: We have, like I said, we have a continuous training program, which is a lot of times better because when I hire in the past, when I've hired technicians that already have the skills, sometimes they transfer their bad habits to to the company.
15:57
SPEAKER_01: And I have to, it works so much harder to try to get that out of there.
16:01
SPEAKER_01: Where in the very beginning, if they're fresh to their clean slate, I can show them exactly from putting on mastic to talking to the customer to keeping your van organized to keeping things structured.
16:13
SPEAKER_01: I can train them from start point and retain so much easier than try to get somebody out of a bad habit.
16:18
SPEAKER_01: So that's what I would say is attitude drive um and the the love for this industry is the main main key indicators that I look for, Joe.
16:26
SPEAKER_00: Tell me about the amount of training your company does.
16:29
SPEAKER_00: And do you when it gets busy, do you put it on the back burner or is it more important when you're busy to get the training done?
16:35
SPEAKER_00: Tell me about the importance of training.
16:36
SPEAKER_00: And just said you do some.
16:37
SPEAKER_00: I love that.
16:38
SPEAKER_00: But tell me about the uh you know how much you guys do and how how what's the priority there with the training?
16:46
SPEAKER_01: So no, it doesn't go to the back burner.
16:48
SPEAKER_01: It's easy to do that, but I feel if we're gonna continue to advance, if we're gonna continue to provide the highest quality service over all other companies, training needs to be in the forefront and we make it a staple.
17:02
SPEAKER_01: I have a meeting every single day with my technicians for 30 minutes, first thing in the morning, to figure out how their days are looking, what did like what did yesterday look like?
17:12
SPEAKER_01: Do we have any questions?
17:13
SPEAKER_01: I want to set them up for success.
17:14
SPEAKER_01: I want to talk to them, motivate them.
17:16
SPEAKER_01: Um, so our our training days are Wednesday, Thursday, and Friday, and our review day is on Tuesday.
17:24
SPEAKER_01: So I would say we're doing four, four days of training, and it's anywhere between an hour to an hour and a half, first thing in the morning uh before they before they start their day.
17:34
SPEAKER_01: I've tried it in the afternoon.
17:35
SPEAKER_01: Morning is absolutely the best time.
17:37
SPEAKER_01: I enjoy it.
17:38
SPEAKER_01: I've also become um realized that I have an interest for training, uh, which that I just fell upon that.
17:45
SPEAKER_01: I knew training was pinnacle.
17:47
SPEAKER_01: I invest very heavily into my education, going to conferences, going to leadership training.
17:52
SPEAKER_01: Now it's more leadership based than technic technical.
17:56
SPEAKER_01: Um, but I'm a pretty darn good technician as well.
17:58
SPEAKER_01: And um I can talk to the guys, I can help them through.
18:01
SPEAKER_01: And um, so yeah, yeah, right now we're doing we're doing four days a week on training, anywhere between the hour, hour and a half.
18:08
SPEAKER_01: And we don't put it on the back burner.
18:09
SPEAKER_01: I've today, literally today, I've moved jobs uh to make sure uh we're actually going towards our Nate certification.
18:16
SPEAKER_01: I'm getting my entire team Nate certified.
18:19
SPEAKER_01: And we actually moved a job today, a very important job, uh, to make sure that we could get our Nate Nate training in uh so we can all take our test and have that Nate certification, which is going to build our value up even more.
18:30
SPEAKER_00: Yeah, I think a lot of times people go to work at a service business, and of course, you go to the company, do some training, hit the streets in your truck, and you're out there driving around in the in Florida and the hot weather and stuff like that.
18:43
SPEAKER_00: And then, you know, uh the company kind of stops communicating with you.
18:47
SPEAKER_00: Uh what's the uh if I was an employee over there, is there any chance that uh I wouldn't be communicated with?
18:54
SPEAKER_00: Tell me how much communication you do during the course of a day with the average employee over there in the field.
19:01
SPEAKER_01: Yeah, absolutely.
19:02
SPEAKER_01: Um I have a leadership structure also.
19:04
SPEAKER_01: So they have constant communication with the operational manager, with the commercial service manager.
19:10
SPEAKER_01: I uh, as I mentioned, every single day, Monday, Tuesday, Wednesday, Thursday, Friday, I do uh anywhere between 30 to 45 minute uh meeting in the very beginning before they start their work.
19:20
SPEAKER_01: Uh again, we look at the previous day's work, we look at the current day's work, make sure they're set up for success.
19:26
SPEAKER_01: Any questions that they have.
19:28
SPEAKER_01: Um it it's I really enjoy those times because I get to talk to them on a personal level.
19:33
SPEAKER_01: I put my time aside.
19:34
SPEAKER_01: Time's the most valuable asset I have, and I want them to know that they're important to me, and that's why we have such a great culture.
19:40
SPEAKER_01: Um communication is key.
19:43
SPEAKER_01: I I'm also doing monthly one-on-ones.
19:45
SPEAKER_01: We don't call them reviews, we call them one-on-ones.
19:48
SPEAKER_01: And that has absolutely worked great.
19:50
SPEAKER_01: I changed that about six months ago.
19:52
SPEAKER_01: We were doing quarterly.
19:54
SPEAKER_01: Um, I actually do monthly one-on-ones, and the communication level has increased.
19:58
SPEAKER_01: We can talk about issues, we go over a checklist, we look at the previous month's uh expectations.
20:04
SPEAKER_01: I want to know their goals.
20:06
SPEAKER_01: So I'm very involved with communication.
20:08
SPEAKER_01: They they they all can get a hold of me.
20:10
SPEAKER_01: Um so that they're the communication lines open.
20:13
SPEAKER_01: I believe that that's that's a big success.
20:16
SPEAKER_01: A lot of companies just here, go sell, figure it out.
20:19
SPEAKER_01: Uh, we have onboarding, we have structured uh processes, we have training before they even go out, you know, we have ride-alongs.
20:27
SPEAKER_01: So uh, in my opinion, onboarding is probably one of the most important things to do to start the technician or the office person up for success.
20:35
SPEAKER_01: Um, and I I believe I communicate absolutely great, and I do the same thing with the office staff.
20:39
SPEAKER_01: After I'm done with the technician um huddle meeting, I go over and I do the same thing with the office staff.
20:45
SPEAKER_01: Find out what's going on for the day.
20:46
SPEAKER_01: What did we get done yesterday?
20:48
SPEAKER_01: What is our what is our objectives?
20:50
SPEAKER_01: Uh, how are our calls looking, etc.?
20:53
SPEAKER_00: Right.
20:53
SPEAKER_00: Uh tell me this, Billy.
20:55
SPEAKER_00: Uh, what is your leadership strategy?
20:57
SPEAKER_00: You mentioned leadership training and stuff you're taking yourself and things like that.
21:00
SPEAKER_00: And it sounds like you value not just the employee education, but your own education.
21:05
SPEAKER_00: Tell us about what's your leadership strategy to build a high performance team?
21:10
SPEAKER_00: Is it more uh the carrot or the stick, or is it uh a different way of looking at it?
21:16
SPEAKER_00: What do you what's your what's your keys?
21:17
SPEAKER_00: If you had to give me like three keys to leadership for your year that you kind of uh learned, what would you say that uh your keys to leadership are to grow and perform uh in the field like that?
21:28
SPEAKER_01: I mean, just off the top of my head, I would say culture is absolutely important.
21:32
SPEAKER_01: You gotta have a positive culture, and I can go a little bit further into that.
21:36
SPEAKER_01: Communication, like you mentioned, if I'm not communication with my team, they don't know what the clear objective is, what's the goal, what are we trying to accomplish?
21:43
SPEAKER_01: Um, and then I would say training uh is is the the top three things.
21:48
SPEAKER_01: Uh, you know, on the culture side, Joe, I invest so much on making sure I've got communication, talking to the team, giving them trainings, listening to what they need, making sure they have the tools to succeed.
21:59
SPEAKER_01: Um, if we Have problems.
22:00
SPEAKER_01: That's that's one of my roles in the business is we have a reoccurring problem.
22:04
SPEAKER_01: What can I do to look at at a high-level view to be able to take care of that?
22:07
SPEAKER_01: So those guys can do what they need to do.
22:10
SPEAKER_01: They can easily take care of the customer, they can do a high quality job, you know, the exact premium service that we're known for.
22:18
SPEAKER_01: So so that's that's what I would say, Joe.
22:21
SPEAKER_00: Let's talk about how you balance the uh business or work efficiency, which is um it's a factor, right?
22:29
SPEAKER_00: We take a lot of time and time is money.
22:31
SPEAKER_00: Uh yet uh there's it does take time to connect with customers to deliver great customer experiences.
22:38
SPEAKER_00: How do you balance that uh work with the amount of time it takes to talk and communicate with clients?
22:44
SPEAKER_00: Do you uh uh restrict your employees from communicating with uh clients, uh taking a little bit more time uh with just so many different people, like uh elderly or senior citizens or people who just need more uh time to communicate with them?
23:01
SPEAKER_00: What do you think?
23:02
SPEAKER_01: Not at all.
23:03
SPEAKER_01: Again, a part of our service is making sure we take care of the customer.
23:06
SPEAKER_01: That doesn't mean a little part of what we do is fixing the unit.
23:10
SPEAKER_01: A big part of it is listen to our customers, finding out pain points, finding out, you know, uh we we try to get to our customers on a personal level, um, ask them questions, get to know them.
23:21
SPEAKER_01: Uh again, we want a long relationship.
23:23
SPEAKER_01: We want to have customer attention, we want a long relationship with them.
23:27
SPEAKER_01: So uh we block off two hours, um, no matter if it's a maintenance, no matter if it's a service call.
23:31
SPEAKER_01: Sometimes we need more than that, uh, but we have at minimum, we have a blocked out period of two hours.
23:36
SPEAKER_01: So the technician can go there, diagnoses the issue.
23:40
SPEAKER_01: Um, we have pictures of absolutely everything that we do.
23:43
SPEAKER_01: If we change a capacitor, we're gonna show you the readings on that capacitor to show you.
23:48
SPEAKER_01: There's no reason.
23:49
SPEAKER_01: Um, you know, I created the company integrity because that's exactly what we have.
23:53
SPEAKER_01: I didn't do it because I like the name.
23:55
SPEAKER_01: Um, you know, we have integrity, we have, you know, work ethics, integrity, we're ethical.
24:00
SPEAKER_01: So so we have to slow down and show the customer with pictures, with a detailed description.
24:06
SPEAKER_01: Um, I have my guys detail their proposal summary so detailed uh with exact verbiage that they, if if they're not the ones that are approving it, say they they a lot a lot of times um they want their husband involved if it's the wife we're speaking to.
24:22
SPEAKER_01: She can actually text that or email that to her husband while he's at work and he can read that and know absolutely everything that we're doing, uh, from the pictures that we take to the detailed descriptions of the of the summary.
24:34
SPEAKER_01: So we go the extra mile, and it's it's not because we have to, it's we enjoy doing it.
24:40
SPEAKER_01: We enjoy giving that customer experience.
24:41
SPEAKER_01: To me, that's part of what we do, and that's part of a premium product that we give is we give the customers time, we communicate, we show our ethicalness, uh, we take pictures of absolutely everything.
24:53
SPEAKER_01: So there's no doubt in the customer's mind uh we're doing the right thing.
24:57
SPEAKER_00: Yeah, let's go on to something.
24:59
SPEAKER_00: Let's dream a little bit here, Billy.
25:00
SPEAKER_00: Let's talk about the future.
25:02
SPEAKER_00: What trends are shaping the future of the home service industry?
25:06
SPEAKER_00: And how are you preparing the integrity team for those changes?
25:10
SPEAKER_01: Well, you know, AI is extremely uh big in the industry right now, and I'm trying to get on that uh bandwagon.
25:17
SPEAKER_01: For about for about the last year and a half, I've been hitting AI pretty heavily.
25:21
SPEAKER_01: I'm with Service Titan.
25:22
SPEAKER_01: So um they they incorporate a lot of AI into uh helping us be more professional, helping us serve our customers better, um, helping us be more efficient so we do not have to charge um uh anything more than we absolutely need to for our customers.
25:39
SPEAKER_01: So I would say being in the in the front of the AI uh industry, uh it's it's absolutely the biggest uh shaker that I have seen uh in the industry.
25:49
SPEAKER_01: It's a great tool.
25:51
SPEAKER_01: And um yeah, that's that's definitely what I'm looking forward to is AI.
25:56
SPEAKER_01: We have a marketing company right now, and I actually switched my entire site uh to an AI capable website.
26:02
SPEAKER_01: So whenever they're on Chat GPT um, you know, talking, um tell me what's the best AC service.
26:10
SPEAKER_01: I can have I can have basically AI crawl my website because it's it's AI compatible.
26:15
SPEAKER_01: Um, you know, it it is able to communicate with AI platform.
26:20
SPEAKER_01: So the things that we're doing are trying to just stay ahead of the trend.
26:23
SPEAKER_01: I believe that's gonna be a big game changer, and and AI is definitely um is definitely in it for the long run.
26:30
SPEAKER_00: Uh Billy, let's talk about what's in your heart.
26:33
SPEAKER_00: What keeps you motivated in this business and what part of this work really matters the most to you?
26:39
SPEAKER_00: Tell us that.
26:41
SPEAKER_01: I would say taking care of the customers would be number one.
26:45
SPEAKER_01: You know, they're the reason we have everything.
26:47
SPEAKER_01: Uh and then secondly, I would say my team, you know, um money, money's nice and legacy and success.
26:55
SPEAKER_01: It's great.
26:56
SPEAKER_01: But to me, the reason I get up every single day is to create a premium product, to be ethical with integrity, and then to create opportunities for my team to be able to thrive, to be able to live life, to be able to, you know, enjoy, um, you know, enjoy their hard work.
27:16
SPEAKER_01: Everybody that I have is such genuine quality people.
27:19
SPEAKER_01: Um, so so for me, creating the opportunities to allow them to succeed in life, to allow them to do things they've never done, huge cranes, helicopter drop-off cranes, water chillers, um, taking care of customers on the residential side, um, that's where I would say what my passion is.
27:35
SPEAKER_01: I I love, I love, um, you know, I love working next to my team.
27:39
SPEAKER_01: I wouldn't be anywhere without them.
27:41
SPEAKER_01: And um, they're the the customers and my team, obviously, my family is the most important.
27:47
SPEAKER_01: Uh, so I would say those three.
27:49
SPEAKER_01: Uh, I want to be the best business owner, I want to be the best father, and I want to be the best husband.
27:55
SPEAKER_01: Um, so those are the the three things that I focus on, Joe, and and put most time and training into.
28:01
SPEAKER_00: Let's let's I was trying to uh let the public know that the word integrity, it's funny that your name, it's one of my one of my highest values is I call honesty, even when it's not popular, which I would say summarizes uh integrity is a great word to summarize all that.
28:18
SPEAKER_00: But um, I always find that integrity and honesty are easy words to say.
28:23
SPEAKER_00: However, the putting them into practice uh can be harder to do than it is to say.
28:30
SPEAKER_00: Can you tell me some moments where um you know things didn't go the way they should have gone?
28:35
SPEAKER_00: But you know, you said, you know what, this is a great test of our integrity if we're gonna take ownership of this issue and solve this problem and take responsibility for this.
28:45
SPEAKER_00: Uh can you tell me some instances where uh integrity, that those words have gone sprung into action?
28:52
SPEAKER_00: Uh maybe you can think uh think of a scenario where you're like, you know what, this happened and maybe the thing came wrong and we had to get it fixed.
28:59
SPEAKER_00: We did something wrong and we had to get it fixed.
29:02
SPEAKER_00: Tell us about how that integrity uh comes in a place where you because I think responsibility and integrity are two words that are highly closely related.
29:09
SPEAKER_00: Tell us about a story where that integrity came into action.
29:14
SPEAKER_01: Yeah, so um let me think.
29:17
SPEAKER_01: So, first of all, integrity is one of our core values, as it makes sense.
29:20
SPEAKER_01: So, our core values is integrity, quality, innovation, unity.
29:24
SPEAKER_01: Integrity is doing the right thing even when no one is watching, uh, which I absolutely love that definition of integrity.
29:31
SPEAKER_01: So, you know, come in to think about it.
29:34
SPEAKER_01: Um we've had times where we have commercial clients, and um, you know, the the part fails, it's not on us, it's not on the customer.
29:43
SPEAKER_01: Um, you know, it fails within two months.
29:46
SPEAKER_01: Um was one instance, and we we actually went ahead and replaced it, didn't charge them labor.
29:51
SPEAKER_01: Uh, we could have, but um, you know, I I look at whenever we make decisions, Joe, a lot of it goes for me, especially the bigger ones.
29:59
SPEAKER_01: And I look at what is right, and I've got a great gut feeling on is this right?
30:05
SPEAKER_01: I try to look at it like this, Joe.
30:07
SPEAKER_01: If I was in that situation, what would I want to be done as a customer?
30:11
SPEAKER_01: Is is is something I always fall back on.
30:14
SPEAKER_01: So that's you know, that's one instance.
30:16
SPEAKER_01: Uh we've had it where we found money in uh in an attic uh and we've given it to the customer, is another situation.
30:23
SPEAKER_01: So, you know, one of the things we do on Tuesday is we constantly, I asked my team, how uh can you give me any examples of how we exhibited our core values, integrity, quality, innovation, unity.
30:34
SPEAKER_01: And we'll come up with stories.
30:36
SPEAKER_01: And, you know, I've uh if you gave me about 20 minutes, I could come up with a couple of them.
30:41
SPEAKER_01: But we constantly on a weekly basis um come around to where it's like, you know, the uh for okay, here's another one.
30:47
SPEAKER_01: This this is just recent.
30:49
SPEAKER_01: The customer, um customer bought a system from us a year ago and the the system was under a parts warranty, and the blower motor failed.
30:58
SPEAKER_01: Not a big deal.
30:59
SPEAKER_01: Uh, it's under warranty.
31:01
SPEAKER_01: Um he actually had a labor warranty as well.
31:04
SPEAKER_01: So installing the warranty part wouldn't be a problem.
31:07
SPEAKER_01: The problem was that the blower motor wouldn't be into the uh in shop until for two weeks.
31:14
SPEAKER_01: So the manufacturer had a special order.
31:16
SPEAKER_01: There it was on back order.
31:18
SPEAKER_01: Some other person, we were busy, Joe.
31:20
SPEAKER_01: Um another company, um, I've heard similar situations.
31:24
SPEAKER_01: We could have said, hey, unfortunately, we can't get it for two weeks.
31:27
SPEAKER_01: It's not our fault.
31:28
SPEAKER_01: Um, you know, but I look at it like this we installed that unit and they trusted us to make sure that we had a manufacturer that would make sure they had parts.
31:38
SPEAKER_01: Uh, it was reliable.
31:39
SPEAKER_01: And again, things fail.
31:41
SPEAKER_01: So what we actually did is we put in an aftermarket motor.
31:45
SPEAKER_01: We pulled that warranty motor out.
31:47
SPEAKER_01: We went ahead and ordered the warranty part, we put in an aftermarket motor to be able to limp the customer by until that warranty part came in.
31:54
SPEAKER_01: And we didn't charge them one bit extra.
31:55
SPEAKER_01: We used all of the warranty parts, and that's stuff that we don't have to do.
31:59
SPEAKER_01: Um, but I again I look at it as in what would I want to be taken care of?
32:03
SPEAKER_01: It took a little bit longer, it took a little bit of resources.
32:06
SPEAKER_01: Um, you know, we weren't able to sell that motor anymore, but it allowed the customer not to be miserable for two weeks.
32:12
SPEAKER_01: And in my opinion, it's doing the right thing.
32:15
SPEAKER_00: What kind of feeling did you get when you when you did that?
32:20
SPEAKER_00: And after that was all over, you're like, you know what?
32:23
SPEAKER_00: Let's just take care of like you're your maybe your employee came to you.
32:27
SPEAKER_00: Yeah, Billy, I got this thing with two weeks.
32:29
SPEAKER_00: So what are you gonna do about this?
32:30
SPEAKER_00: You're like, hey, you know what?
32:32
SPEAKER_00: Let's just get the motor, put it one in, and we'll come back and put it in in two weeks from now.
32:36
SPEAKER_00: Just do the job twice, uh, just to make sure the customer's comfortable.
32:40
SPEAKER_00: Uh, tell me the feeling you got after you knew that was uh completed, that job was completed.
32:45
SPEAKER_00: Tell me the feeling you got, Billy.
32:47
SPEAKER_01: I I've been blessed because I I have that feeling quite often, Joe.
32:51
SPEAKER_01: Um, it it's it's just a feeling of satisfaction.
32:54
SPEAKER_01: There's no other feeling in the world with doing the right thing, and you know it's fair, you know it's ethical.
32:59
SPEAKER_01: That's such a great feeling.
33:01
SPEAKER_01: Um, you know, that helps me get up at uh in the morning, every single morning, and come to work with a smile on my face.
33:07
SPEAKER_01: Um, doing the right thing, you know, uh making money, helping, helping my team uh, you know, create opportunities, building my uh, you know, my my team's uh resume, so to speak, and technical aptitude and and and mentality.
33:23
SPEAKER_01: You know, I'm also a very motivational person.
33:26
SPEAKER_01: So I I I push my guys for positivity and you know, look at the bright side.
33:30
SPEAKER_01: So it's it's a blessing, and it's the reason why I come in and I enjoy it so much.
33:35
SPEAKER_01: Again, fixing units is just a small part of what we do.
33:38
SPEAKER_01: Doing the right thing, you know it's the right thing, you know, bending over backwards for customers, um, you know, and they recognize it.
33:45
SPEAKER_01: You know, we get phone calls all the time saying, I, you know, I can't believe you did that.
33:49
SPEAKER_01: If you look at some of the Google reviews, you know, it says the the owner actually came out on a Sunday uh to be able to get us up and running.
33:56
SPEAKER_01: Um, so uh I I'll get in there if I need to.
34:00
SPEAKER_01: My team will get in there.
34:01
SPEAKER_01: We've got a great culture, uh, and uh the the feeling is like like no other for sure.
34:07
SPEAKER_00: We're almost on to the end here, Billy.
34:09
SPEAKER_00: I got one last question for you.
34:10
SPEAKER_00: Make it hard to wrap it up.
34:12
SPEAKER_00: Uh it is here it is a hard question.
34:13
SPEAKER_00: It's all right.
34:14
SPEAKER_00: Let's see it.
34:15
SPEAKER_00: If you could go back now now, we were in the future.
34:17
SPEAKER_00: Let's go back in time now a little bit to the time when Billy the a young Billy Gregis, uh, when you were probably maybe 17, 18 years old, just getting out of high school, and you're kind of saying, What am I gonna do out here?
34:30
SPEAKER_00: And uh you had a lot of choices, uh, but then you chose uh you know whatever path you did.
34:36
SPEAKER_00: So what would you uh go back and tell yourself if you could give yourself advice from who who you are now, go back and talk to a young Billy Gregus just getting out of high school.
34:47
SPEAKER_00: What advice would you give yourself?
34:51
SPEAKER_01: I would say do what you love, don't just chase the money.
34:57
SPEAKER_01: And what I mean by that is I based my what jobs I wanted to work on is how much money was I gonna make, which yes, sure, that's important.
35:07
SPEAKER_01: But honestly, the most rewarding that this is is I'm doing what I absolutely love.
35:12
SPEAKER_01: I don't feel like I'm working a day.
35:13
SPEAKER_01: Joe, whenever I'm working, time flies by like that.
35:16
SPEAKER_01: Uh before I know it, it's three, four o'clock, because I'm enjoying what I'm doing.
35:19
SPEAKER_01: I'm creating a legacy, I'm creating, uh I'm working next to some of the best people in the industry.
35:25
SPEAKER_01: Um, so that's that's what I would say is is focus on what you love and the money will come.
35:30
SPEAKER_01: Um and then uh make sure that you are proactive, not reactive.
35:36
SPEAKER_01: Um, I a few years ago, I've really dialed in my schedule um and my time management, and it has accelerated me to where I can do so much more work.
35:47
SPEAKER_01: And I you don't know what you don't know.
35:49
SPEAKER_01: So I would say focus on time management and do what you love, not necessarily what pays the most, would be would be my advice to my younger self.
35:58
SPEAKER_00: That's great advice.
36:00
SPEAKER_00: Uh yeah, I remember this happened to me when I was in your kind of a business, I was doing the service business like you have.
36:06
SPEAKER_00: I had a heating organishing company and plumbing company for 20 years.
36:09
SPEAKER_00: And I remember this happened once I did get on track, and I was uh so used to handling all the emergencies and solving problems like rapidly.
36:18
SPEAKER_00: And then I do remember this.
36:19
SPEAKER_00: I want you to ask yourself, and you can remember this.
36:21
SPEAKER_00: So this happened to you recently, and you can maybe share what that felt like too.
36:25
SPEAKER_00: But then I remember like a couple times, this is maybe it was probably six times in the last uh five years I had the business where all of a sudden my my team is like, Hey, you got uh this customer on the phone, he wants to talk to you, Joe.
36:37
SPEAKER_00: And I go, Well, what does he want?
36:38
SPEAKER_00: And it's like because we always think it's negative, right?
36:41
SPEAKER_00: Yeah, like Joe, he just said he said, put put me through, trust me, it'll be good.
36:45
SPEAKER_00: I say, What is it?
36:46
SPEAKER_00: And then I get on and he goes, Joe, I just wanted to say, um, and I'm really impressed with your company.
36:51
SPEAKER_00: I want to say thank you for the service you provided.
36:53
SPEAKER_00: I just give you a heartfelt thank you.
36:55
SPEAKER_00: Have you ever had that where you thought you were gonna get like a complaint, but instead it was uh somebody encouraging you and telling you that did a great job?
37:02
SPEAKER_00: Did you ever have that, Billy?
37:04
SPEAKER_01: Yeah, I mean, I would say maybe, maybe once or twice a month that happens, Joe.
37:09
SPEAKER_01: Is um I I wouldn't say I'm, you know, at the end of the day, I want to take care of a customer's problem, I want to take care of.
37:16
SPEAKER_01: So whenever I do get escalated to me, um, I I don't ever dread it.
37:21
SPEAKER_01: I don't ever um go, oh no, what does he want?
37:23
SPEAKER_01: Because at the end of the day, if someone's not happy, then they didn't get the services that I intended them to get.
37:27
SPEAKER_01: And it happens, Joe.
37:29
SPEAKER_01: Things make mistakes happen, um, parts are delivered wrong, you know, things happen that we can't sometimes can't control, and sometimes it is our fault.
37:36
SPEAKER_01: But we make it right.
37:37
SPEAKER_01: So um I don't ever dread talking to customers.
37:40
SPEAKER_01: I um I actually, you know, get really focused and dialed in because I'm gonna want to take care of it as fast as possible.
37:46
SPEAKER_01: Um, if it was a bad experience, that's not what I want my customers' experience.
37:50
SPEAKER_01: And I bend over backwards even more to make sure that we make it right.
37:54
SPEAKER_01: Um so, but it's happened and and I've got a call, and you know, they tell me I can't, you know, tell you uh how great of a job you know you and your team has done.
38:03
SPEAKER_01: And I make sure to relay that.
38:04
SPEAKER_01: Every single Google review that comes in, I send, we've got a group chat out with the entire team because it's I might be the visionary, um, but I've got my team is the one who is the face of the company, who goes out, who actually does the work.
38:17
SPEAKER_01: I can say all I want, good values, ethics, but my team has to actively act that out.
38:22
SPEAKER_01: Um, so so it's all contributed to my team.
38:26
SPEAKER_01: I'm a very small part of this organization.
38:28
SPEAKER_01: I've got a great vision and slight ADHD.
38:31
SPEAKER_01: So I have ideas every other minute.
38:34
SPEAKER_01: Um, but uh it's all towards my team.
38:37
SPEAKER_01: And and um I I love the feedback that customers give.
38:40
SPEAKER_01: Uh, you know, whenever if I've got a customer happy, um, they're ecstatic, they're they're comfortable, like that's that's the perfect, uh, perfect operation for me.
38:50
SPEAKER_00: Would you would you would you say you've been would you invite uh publicly invite all customers to call you to uh to share uh uh any information they can give you about your company?
39:00
SPEAKER_00: Would you publicly invite them uh to do that, Billy?
39:03
SPEAKER_01: Absolutely.
39:04
SPEAKER_01: Yeah, the 863-557-4608 is our office number.
39:09
SPEAKER_01: You get transferred right to me if you want to share it.
39:11
SPEAKER_01: Uh Google Reviews, uh Integrity, Refrigeration, and AC.
39:15
SPEAKER_01: Write a Google review.
39:16
SPEAKER_01: We've got uh a little over almost 400 five-star reviews.
39:20
SPEAKER_01: Um, and um, yeah, I would I would love any positive feedback, uh, any concerns.
39:26
SPEAKER_01: Again, I'm here to serve.
39:27
SPEAKER_01: I'm here to to lift my team up and uh whatever, whatever I'm needed for.
39:32
SPEAKER_01: I'm excited for for the opportunity and challenge.
39:34
SPEAKER_00: Well, you definitely have answered uh a question before I even asked it, which was where can listeners find uh a way to connect with you?
39:43
SPEAKER_00: Or if they'd like to just hire integrity refrigeration, uh what's the best way they can do that, Billy?
39:50
SPEAKER_01: Yeah, so so our office number is 863-557-4608.
39:54
SPEAKER_01: Our website is integrityrefrigeration and ac dot com.
39:58
SPEAKER_01: That's also where we have open positions.
40:00
SPEAKER_01: Um, you can uh you can go on our Facebook, integrity refrigeration and ac.
40:05
SPEAKER_01: We're on we're on uh X, we're on Instagram, uh, we're on all the main social uh channels to make sure that we're available anytime you need us.
40:14
SPEAKER_00: Well, that was another great conversation with my guest, Billy Gregis.
40:19
SPEAKER_00: Billy, we appreciate having you on the show.
40:21
SPEAKER_00: Thanks for being here.
40:22
SPEAKER_00: Thank you, Joe.
40:24
SPEAKER_00: Uh, and thank you who are listening uh for sticking with us until the end.
40:29
SPEAKER_00: If you gain valuable insight or information from today's episode, we'd love for you to leave a rating or review wherever you listen to podcasts.
40:38
SPEAKER_00: And if you know someone in the service industry or anyone looking to scale their business or career, go over to integrity and give them a ring.
40:45
SPEAKER_00: You might uh you might, if you're a good person, they'll don't worry, they'll train you up over there.
40:50
SPEAKER_00: You'll find find the right people and they'll take care of it.
40:53
SPEAKER_00: And then send this episode their way so you can uh give give your friend another good friend like Billy.
41:00
SPEAKER_00: It definitely would be something that Billy would be open for that for sure, it sounds like.
41:04
SPEAKER_00: Take one key insight from today and put it into action.
41:07
SPEAKER_00: Let us know how it goes.
41:08
SPEAKER_00: We'd love to hear about your progress.
41:10
SPEAKER_00: Thanks again, everyone, for joining us, and we'll see you on the next episode of the Home Service RP podcast.
41:17
SPEAKER_00: Goodbye, everyone.