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Riddle's innovations have involved developing two separate service teams, each with a dispatcher and leader, responsible and accountable for a vertical piece of business, such as profitability and efficiency.

“Efficiency has improved, and we've gone from having a billing backlog of 21 days to zero days,” he says.

As special projects manager, Dean Bowen makes sure “all the dots are connected.” He says he's thoroughly enjoyed his 37 years at the company, and the privilege of watching the Gillette sons grow to become leaders. He's especially impressed by the company's swift customer response.

“Just the other day I got a call from a customer, thanking us for our quick response to an emergency call on a Sunday. You respond quickly, and that's worth something,” he says.

More History in the Making

Vince Gillette Sr. is a soft-spoken man with a fire in his belly for quality work. His sons, Vince Jr., Tom, and Ed, are worthy heirs to a 50-year tradition of excellence. They're happy and honored to carry out their dad's original mission. The supporting team of managers, fabricators, field installers, service technicians, and office assistants face each day as an opportunity to produce high quality mechanical systems and deliver superior customer service.

“Gillette Air Conditioning began in 1959 with one truck, based on the principals of honesty, integrity and a ‘Can Do’ attitude: Never break a promise or leave a job unfinished. Never! I'm proud that these values are the lifeblood of the company today,” says Vince Gillette, Sr.

Therefore, let history note the fine contributions this family-owned business has made to the quality of commercial HVAC contracting in the San Antonio region.

Happy 50th Birthday, Gillette Air Conditioning!

And, in recognition of its many contributions to the status of the HVAC industry, and for its determined commitment to excellence in commercial HVAC contracting, Contracting Business is pleased to name Gillette Air Conditioning the Contracting Business 2010 Commercial Contractor of the Year!

What is a Contractor of the Year?

The Contractor of the Year represents an elite group, a forward-thinking class of HVAC contractors who are dynamic and professional in every respect, and who constantly seek new ways to improve business through quality contracting and the highest level of customer service.

These contractors strive for recognition by providing superior products and services. They watch for changing market conditions and respond quickly to new opportunities, even in the most challenging of times. They are tenacious - demanding the best from themselves and their people - unafraid to take calculated risks and try new things.

The rising number of contracting companies displaying this high level of professionalism makes our decision increasingly difficult each year. For 2010, Gillette Air Conditioning, San Antonio, TX, exemplifies the qualities and commitment to success that we witnessed in many of this year's candidates. We congratulate Gillette Air Conditioning, for its determination to prosper amid today's challenging economic conditions.

Management Improvements

A successful business has to address and improve on weaknesses that reduce productivity. As Gillette Air Conditioning expanded in the 1980s, some serious reflection lead to the instatement of mid-level managers. Those managers now include a controller, estimators, and project managers for the three main construction groups.

“Our middle managers are really upper-level managers,” Vince Gillette, Jr. explains. “Each person controls their own department, with prescribed goals. For example, sheet metal is one profit center, and piping is another. We watch each of those closely, to see how we're faring. If we need to change something, we do so as soon as possible.”

Another key management improvement was made about six years ago. An advisory board was formed as a way to evaluate prospective ventures and initiatives on a quarterly basis. It's comprised of father and sons, sister Sharon Walls, and four advisors from outside the company — including Bill Bassett of Bassett Mechanical in Wisconsin; Steve Bartlett of New England Air Systems in Vermont; Ted Popp, CPA, a retired partner at Ernst & Young; and Randy Dent, a local business owner.

This approach ensures that new ideas are thoroughly and objectively examined prior to making a final decision.