Behind every successful business there is a leader whose vision has shaped the company as it overcame the challenges of growth, and has put in place the groundwork needed for continued success.
Dana Spears is that leader at Cornerstone Air Conditioning, Plumbing & Electrical, one of Pasco’s most successful family businesses.
Dana has lead Cornerstone for over 11 years. Her determination and never-give-up attitude has resulted in the company growing from six to sixty employees, with over $8 million in sales.
Dana attributes much of Cornerstone’s success to being a woman-owned business.
“Women understand that nothing is more important than being customer centered. It’s the little things that we do in the first 30 seconds that sets the tone for exceeding customer expectations,” said Dana.
“When people call, they assume we have the technical expertise to solve their problem,” she continues. “What they remember is how they felt when they first talked to our customer service rep, or first meet our technician at their door. It’s the kind, helpful voice, the clean uniform and shoe covers, the tech who focuses on them and not their phone, that sets us apart.”
Every Cornerstone employee is trained to the company’s high customer service standards.
“As a mom and wife, I know how it feels to allow someone into your home,” Dana explains. “When we send a tech to a customer’s home, I feel just like I am sending them to my own home. Over two-thirds of our calls come from the woman in the family, and as a woman, I fully understand her concerns and expectations when she allows someone into her home.”
GENUINE EMPLOYEES
Outstanding customer service begins with hiring the right people who exemplify her company’s values, Dana said.
“We hire people who are genuine, honest, trustworthy, clean-cut and live their life with good ethics and morals,” said Dana. “Most are local people who live in our service area, and are committed to their community.”
Cornerstone was founded in 2006 as an air conditioning service company. In 2012, it expanded into plumbing services, and two years later added electrical services.
“We expanded because our customers kept asking if we could provide other home improvement services,” said Dana. “They trusted us and were comfortable having us in their homes, and we wanted to accommodate them.”
Dana’s husband, James, has a strong background in both air conditioning and plumbing, and has lead the company’s advancement in technical services.
“James is a problem solver with great technical knowledge and the ability to understand what’s going on very quickly,” said Dana. “Our company was able to expand successfully because of his technical expertise in so many areas.”
All of Cornerstone’s technicians are specialists that have specific training in their field. “This means our A/C guys are experts at air conditioning, and do not go out on plumbing and electrical calls,” said Dana. “We have certified plumbers and electricians for those calls.”
WARRANTY TEAM
Cornerstone warranties all of its work, and has a dedicated team of experienced technicians who follow up on any warranty problem. There is no charge for this service, and techs keep coming back until the problem is 100 percent resolved.
Cornerstone also maintains a separate maintenance department for customers who want regular cleaning services and preventative check ups. These technicians focus on service only, and do not promote additional services or products during their visits.
Also working in the family business are Dana’s mother, Dolores, daughters Morgan and Hannah, and son Josh, soon to be son-in-law Michael, and boyfriend-in-law Ronnie. (Daughter Taylor works in banking.) Dana and her children are all graduates of Land O’ Lakes High School. Per youngest son will be starting kindergarten this year.
“We are successful because we’ve built our business on reputation and trust,” said Dana. “James and I are hands-on business owners, and always stand behind the work of our employees. Our motto is to go above and beyond customer expectations, and everyone of our employees strive to make that happen every day.”
Cornerstone phones are answered 24/7, and technicians are available around the clock, including weekends and holidays. Call (813) 949-4445 anytime, day or night. For more information, visit their website at CornerstonePros.com.
