The Servant

Frank Mutz is a friend of mine. With an easy going, ‘aw shucks’ kind of manner, Frank often describes himself as “just a furnace guy”.

But hidden behind a humble personality, lies a man who has spent much of his life building and operating one of the most successful air-conditioning and heating companies in the country. In an industry known for high turnover and lackluster service, Frank’s employees are distinguished by their superior customer care and tenure.

Each morning across the country, highly trained groups of service technicians begin their day with one goal: “To serve the customer like family.” Available for emergency service after hours, Frank has personally made house calls on Thanksgiving and Christmas. His employees have done the same. Why? Because everyday Frank treats his employees the way he wants them to treat his customers.

Each January, the company identifies those employees who have demonstrated exemplary customer service. In small groups, Frank brings these employees to The Virgin Islands with their spouses, where he and his wife Carol charter a sailboat for the week. Without crew or domestic help, Frank and Carol, captain, cook, clean, serve, entertain and play tour guide for these people who have made his business so successful.

Why would Frank select this form of recognition over the many, less exhausting alternatives? Because he chooses to serve his people the way he wants them to serve his customers. His trips touch people in ways they never forget. The attention and care they receive during their week together serve as a vision of the kind of attention and care they commit to give to their customers.

I often wish I could work for a guy like Frank, someone who so deeply cares for and values the people who make him successful every day, someone who acts as a role model of his values and expectations. I may some day do just that. In the meantime, I’ll be content with engaging his professional services.

“Example is not the main thing in influencing others. It is the only thing.” -Albert Schweitzer