Building a legacy takes grit, adaptability, and strong relationships.

This week, our CEO class visited Arnold Brothers Heating and Cooling to learn what it takes to run a 66-year-old, multi-generational family business. Brian Waller (3rd generation) and Brian & Carissa Kinman (4th generation) gave us an inside look at the practical challenges and rewards of business ownership.

Here are a few key lessons our team walked away with:

Adapting to Workforce & Economic Shifts: Both Brians discussed how workforce trends have changed over time - especially with fewer people entering the trades - and how rising input costs require constant business optimization.

Building True Customer Loyalty: In an era where consumers can shop around instantly online, cultivating long-term trust and delivering frictionless service is essential.

The Ultimate Service Goal: "The best HVAC system is one you forget you have." Delivering seamless reliability creates satisfied, lifelong customers.

Relationships First: Through all the technological shifts and market expansions, the favorite part of the job remains the same - the people. Strong team dynamics and solid customer relationships drive longevity.

Thank you to Arnold Bros. for giving our young entrepreneurs a candid look at trade business economics and community-first leadership!