“Decisions, decisions, decisions... in the life of a small business owner there are decisions to be made on a daily basis. Some decisions are easier than others. However, for those of us who did not grow up in the computer age, decisions concerning hardware and software can be difficult and poor decisions are quite costly.

“Profile of a small HVAC/R mechanical contractor faced with the challenges of the computer age: Mark E. Meacham, Inc. is a small mechanical contracting company in central Massachusetts. Mark’s story is not much different from most start-up companies’. Mark began as the salesman, the engineer, the buyer, the installer and the service technician and his wife, Sue, took care of the books. In 1986, when our company was incorporated, everything in the office was done manually. Office equipment consisted of a phone, typewriter and an adding machine. The accounting package included a checkbook, ledger and spreadsheets. Accounts payable and receivable were kept on a card filing system and boxes were used to file proposals and “sold jobs.” We were in the HVAC/R business and in 1986 the office looked like most “small business” offices. At the end of the fiscal year, we handed all our records over to the accountant, crossed our fingers and hoped we had done well for the year.

“Around 1988, the economy changed drastically in Massachusetts, and like a lot of firms, our business was in jeopardy. Fortunately, we decided to hire a consultant who turned out to be a blessing for the company. He taught us how to manage our business, and even though he was not a computer guru, his demands forced us to provide more timely, accurate information. Because we were not knowledgeable on what we really needed, we left the computer and software decision up to our accountant at the time. We got a 286 IBM compatible computer with an accounting package, word processing package and a spreadsheet program. This system was supposed to be all we would ever need.

“In time, the computer began locking up because it did not have the capacity to handle the load. We soon found out that software support is expensive and that individuals can grow roots and gray hair by constantly calling a software support line. As our business grew, so did our computer needs. We ended up with several PCs that were used by different employees for different aspects of our business. Each software program that we had was wonderful by itself, but nothing was integrated and there was so much duplicity of effort that it was no longer a cost-effective way to operate.

“We then decided to hire a programmer to customize a program for us. For those of you who have gone this route, you know how expensive and frustrating it can be, because individual programmers often don’t understand the dynamics of our business. After exhausting that route, we decided to become informed ourselves. We attended many one-day seminars and trade shows in search of something that would make life in the office easier.

“Early into our search, we met Yvonne Tuttle, Team Management Systems, who demonstrated her system to us and gave us a quote that we felt we could not afford. Of course, we really liked the program she had to offer and went in search of something that might be comparable for less money. Our efforts were in vain. We limped by for several years because nothing quite fit the bill.

“At an ASHRAE show in New Orleans, TMS had a booth demonstrating their system. This time Mark decided to invest in the system. We had already spent valuable money, resources and time and could not afford to continue in that manner. The key word in what we purchased from TMS is a “system,” — an integrated system that services all our needs.

“Our initial package included the service system, the installation system, the accounting system, the inventory system, the vehicle system, the office system, word processing package and the capacity for multiple companies. All of the modules were integrated for proper recording of information, accounting and reporting. In the beginning it seemed a bit overwhelming and it took us a while to get all of our information entered accurately. However, once we got up and running, we were thrilled! That extra effort has now given us departments that function professionally and can provide accurate, timely information necessary to make daily business decisions. This enhances our ability to manage better and has freed us to provide better customer service. The bottom line is that we are in the customer service business. In order to compete in this market, we need to provide the best customer service possible.

“We are now in our fifth year with the system and have not regretted our decision once. We have a system that meets and even exceeds our needs. We have timely support from a staff who understand the dynamics of our industry. Best of all, we have all the information that is necessary on a daily basis to perform our jobs efficiently and make sound business decisions. We positioned ourselves for growth and are successfully accomplishing our goals.

“Today, Mark E. Meacham, Inc. is in its 13th year. We now have twenty employees with four installation crews, three service technicians, a layout and fabrication department, coop students, two salesmen and a full office staff. Needless to say, our computer needs have changed significantly. Not only have our needs changed but our industry has changed and the way the whole world goes to market has changed. Five years ago, no one was talking about CFC tracking. No one knew anything about Y2K compliance, online faxing of orders, Internet, e-mail or even web sites. To many small HVAC/R business owners these words still sound like a foreign language. However, small business owners who will make it in the next century are learning the terms quickly. It can be done with the help of the right software vendor partner.

“The next generation of computer-literate individuals will make demands that the baby boomers never thought of. The “smart houses” that seemed only visionary at the World Fair and Epcot Center will be integrated into a way of life. That forces not only our businesses to be technologically efficient and the software responsive enough to accommodate these changes, but our installers and technicians have to be highly skilled with the technology to provide the level of service required.

“Our experience confirms that the best thing to do is partner with a company who is dedicated to serving our industry in the computer/software market. Then it’s our job to make sure that the software vendor continues to meet the ever-changing demands and needs of our industry. The business owner has to be highly involved in his/her business and take responsibility and accountability for the decisions made. By finding the right software vendor, your office will increase in efficiency which ultimately affects your profit margin.”

Sue Meacham is president of the Northeast ACCA and is well known and respected throughout the HVAC/R industry for helping other contractors become more profitable in their business.