Business Focus: McGilberry Mechanical

For years Glenn, a local business owner, called McGilberry Mechanical when his business’ HVAC system needed repair. He soon learned he could trust Mike Nokes, co-owner of McGilberry Mechanical. “You know they’re honest when you have a problem, and they actually take the part and show it to you,” Glenn says. “He would let you know when things needed to be done, but he would find ways to fix it rather than selling you a whole new unit.”

When Glenn moved his business to a custom-built facility in 2007, he trusted McGilberry Mechanical to design the HVAC system for the building. He was impressed when Mike analyzed the building’s structure, suggested an appropriate system, and then designed duct work to enhance its performance and efficiency. Glenn was wowed by the results.

When he built a new home two years later, Glenn once again called McGilberry Mechanical to install a HVAC system that would combine high efficiency and low maintenance. And once again, he was happy with the outcome. He says that even during the hottest part of the summer and the coldest part of the winter, his home (with about 2,000 square feet of conditioned space) generates utility bills of only about $200 per month. For a nominal annual charge, he subscribes to McGilberry Mechanical’s maintenance agreement, which also saves money.

“They come out twice a year, in the spring and in the fall,” he says. “They check everything out and make sure everything is running like it should. If there is a problem, they can nip it in the bud.”

Glenn is not McGilberry Mechanical’s only happy customer. Many other customers have high praise for the company and have taken the time to write letters of gratitude. “Your people are courteous, clean, knowledgeable, and efficient,” wrote one customer. “This is just a note to let you know how pleased I was with the service of your company. I appreciate your timeliness and your professional and friendly technicians,” said another letter. One long-time customer wrote, “You have been with us for many years, and we highly recommend you to others for the experience and reliability provided by your company.” One note simply said, “Oh yeah, baby! That’s what I’m talkin’ about! It’s cool. . . and you are awesome!”

Born in a barn

After working as a HVAC technician in the area for 17 years, Danny McGilberry decided to start his own business in 1990. The barn on his property north of Huntsville was available, so Danny set up shop there. His stepson, Mike Nokes, joined him in the business about a year later.

“My dad always had a good mechanical mind and was great with his hands,” Mike says. “He passed that on to me.”

Danny ultimately opted for semi-retirement and sold the business to Mike, but the business hub remained in Danny’s barn for 18 years. About five years ago, Mike and his wife Tammie moved McGilberry Mechanical to its own home on Highway 30 East in an effort to enhance its community presence. Mike and Tammie, however, have not forgotten their roots. They are proud of the McGilberry name and strive to uphold the family’s reputation for quality service, says Tammie, co-owner and marketing manager. “We care about your comfort,” she says. “If our customers are not comfortable, neither are we.”

Doing the Job Right

McGilberry Mechanical is dedicated to doing each job right, whether it’s for a home or a business, so technicians stay up to date on evolving technology. Sometimes, doing the job right means salvaging an existing HVAC system—what Tammie calls getting “all the goody” out of a unit. Other times, McGilberry Mechanical technicians encounter outdated or builder-grade HVAC systems, which can be highly inefficient. In such cases, technicians use a computerized application to show customers if it is economically advisable to replace their old units with high-efficiency systems.

“We educate the customer on all their options,” Mike says. “Every customer doesn’t necessarily need a new system. We can give them the option of repairing. There are no high-pressure sales tactics. We never suggest something that is not in the customer’s best interest.”

Whether they’re repairing an old unit or installing a new one, McGilberry Mechanical technicians refuse to cut corners. For example, they never skimp on ductwork. Properly designed, installed, and sealed ductwork can make systems highly efficient, Mike says. In addition, the company makes its own sheet metal, so technicians can install units with custom fits, rather than making do with standard pre-cut sizes.

While Mike and his team of technicians are proud of their expertise, they are also known for an intangible quality—they treat people more like friends than customers. McGilberry Mechanical customers must like this approach; Mike estimates that 90 percent of the company’s business comes from repeat customers and referrals.

“We get to know our customers and get to know what their needs are. I don’t want to run over and repair and leave. If we really care about our customer comfort, we are going to look at all their HVAC needs. We feel compelled to say something to the customer if there is something that would help their system.”

One such customer, whose utility bills were usually about $500 per month during the summer, took a technician’s advice when he suggested improvements to her system. Afterwards, her utility bill plummeted to $170. “She was astounded,” Mike says.

McGilberry Mechanical customers never have to worry about unpleasant surprises at the conclusion of jobs, thanks to the company’s upfront pricing policy. In addition, McGilberry Mechanical offers financing with competitive interest rates; approval, Tammie says, usually takes just five minutes. The company also provides a one-year warranty on all work and offers a money-back guarantee that systems will work properly. Mike says only once in the company’s 24-year history has a customer requested a refund.

McGilberry Mechanical offers service 24 hours a day, seven days a week. If customers experience breakdowns, McGilberry Mechanical responds quickly. Although response time varies, Mike says technicians usually arrive within two hours, even during July, the company’s busiest month.

Many McGilberry Mechanical customers take advantage of the company’s maintenance agreement so that breakdowns will be less likely. Potential problems are often spotted when they can be repaired easily and inexpensively, and customers who have maintenance agreements earn a 15 percent discount on any work that needs to be done. Hundreds of area residents now take advantage of this program. “We pride ourselves on maintaining our customers’ A/C systems so that they last longer,” Mike says.