There are few people in Southwest Florida who views opportunity like Louis Bruno does.
For Bruno, owner and founder of Bruno Air Conditioning, opportunity comes knocking every time a technician goes out for a service call, or when a complaint from a customer hits his desk (which they all do).
“This is my American dream,” Bruno says of his three-year-old company, which recently celebrated its 100th job created in Collier County. All told, the A/C firm has over 165 employees across Southwest Florida and the Tampa/Orlando region.
“It pumps me up about job creation. I have an employee that has ten kids; we’re not going to work every day just for ourselves, we’re going for our families,” Bruno said. “As all the jobs come in, we have an extreme focus on training.”The 27-year-old entrepreneur sometimes reflects on how far the company has come since it started out of his garage three years ago.
Bruno and his management team recently created Bruno University, a training program specializing in mentoring those with no experience in the A/C industry to learn the tricks of the trade in six weeks.
And they built a house.
“It’s a replica training room at our headquarters with every possible application we can put in a house,” Bruno says of the project. “This way, our guys aren’t in somebody’s home making mistakes. They’re making them here, learning the right way, the right process, the right procedure, so we can end up with a better client experience.”
Bruno U has certified 16 technicians, with another eleven going through the process right now.
In Bruno Air’s first 2 years of business, they completed roughly 23,000 service calls. In the first nine months of 2015, that numbered doubled and, in January, the company hit a milestone with their 50,000th call, meaning total visits to clients’ homes.
“It really excites me to get there so quickly,” Bruno said. “The first nine months of 2015 we saw the same amount of clients in the first two years of business. We’ve grown month over month since the very beginning.”
Most business owners would be thrilled with a complaint ratio of .0003 percent.
“Every complaint hits my desk. I care significantly about all of our core customer experiences.”
A check with the Better Business Bureau revealed the company has 21 complaints with the firm, which is voluntary for any company to join, since Bruno Air began operations in 2012.
Of the 21, 11 were verified to be resolved satisfactorily by complainants, with the remaining 10 either resolved by the business but the consumer did not accept the response, or the complainant did not follow up with the BBB.
As a result of this, Bruno Air’s A+ rating was dropped to a B and their accreditation revoked for the first time, pending an appeal.
Bruno attributes the issue to the dramatic growth his company has seen in the last 18 months.
“I believe that it’s about volume, and we’ve taken steps to improve our customer experience.”
Such as creating his own customer experience index, which tracks essential aspects of each client’s interaction with Bruno Air, including communicating effective timeframes, showing up in said timeframes, client conversations and overall customer satisfaction.
“We built it to be super anonymous, our techs have no way to manipulate the data, and we made it easy for people to fill out. We’ve had a 95% completion rate since we launched it in October.”
Of nearly 24,000 reviews, 23475 gave Bruno Air a “cool” review, with 375 giving a “not cool” review. A “cool” rating is achieved by getting a minimum 4.5 out of a 5-point scale.
“It really gives me the ability to separate the data and figure out which departments need work and need help.”
Despite the recent mishap with the Better Business Bureau, Bruno believes his accreditation will return soon, and he cited the high percentage of positive reviews Bruno Air has garnered across the Internet, via Google reviews, Angie’s List (a popular local business review tool), and others.
And he isn’t shying away from the negative criticism.
“You choose to be a part of BBB. I think it’s very important to have an organization that holds companies accountable.”
“I care about every single poor experience, however as a part of doing business you have a certain amount you just can’t make happy. That doesn’t mean I’m not going to try.”