Since 2003, IERNA’s Heating, Cooling & Plumbing has generated hundreds of positive reviews and thousands of satisfied customers. In a highly competitive industry, the Lutz-based company has established itself at the forefront of HVAC and plumbing in the Tampa Bay area.
For a company of fewer than 100 employees, what is the secret to IERNA’s success?
“Employee engagement,” says Charlene Ierna, owner and president of the 18-year-old company.
“We are known for our workmanship, customer service and brand,” says Ierna. “What many do not realize is the hard work and efforts behind the scenes to keep our employees’ morale and energy levels high.”
When Ierna founded her company, her sights were set on establishing a company that really takes care of not only its customers, but also its employees.
“We foster an environment where employees have room to grow and thrive in a culture where they want to be. If your employees aren’t happy, how can your customers be happy?” asks Ierna.
Ierna’s management team believes wholeheartedly that their customers are only as satisfied as their employees. That’s why they have frequent company events where employees can take a break, relax, enjoy great food and bond.
Through the years, IERNA’s has sponsored employee Christmas parties, other holiday-themed parties, cruises and random company outings, “just because.”
Most recently, the company hosted a Chili Cook Off for employees. The event was judged by three local celebrities and friends of the company: Anthony Becht, former tight end for the New York Jets and the Tampa Bay Buccaneers; Veronica Alfaro, former WQYK radio personality and voice actress; and Chad Wetzel, president of Carrier Enterprise Florida. Each tasted 12 varieties of chili to determine the winner of a $500 cash prize and lots of swag.
Another fun event was a photo contest where technicians showcased their artistic talents by taking pictures of interesting air conditioners and ornate plumbing fixtures. The top five photos were canvas-printed and proudly hung in the main office for all to see.
“Employee engagement isn’t all fun, games and prizes,” said Ierna. “It’s also deeper and more personal, and includes showing appreciation, recognition and making sure employees feel involved in what’s going on in our organization.”
Research shows that employees are more motivated when they feel recognized and believe that the work they do is meaningful. “Our management team takes this to heart tenfold and makes it our duty to let employees know their worth,” said Ierna.
Encouragement and congratulatory messages are shared across IERNA’s emails, Facebook pages and internal newsletters. Employee are acknowledged when they earn a certification, on their birthday, to welcome a new baby and other personal achievements.
Every time an individual technician is called out in a positive review, the customer service team adds it to the monthly “kudos” board. And, each month the technician with the most kudos gets a prize, their picture in the company newsletter and is praised all over social media.
Employees also value their company’s community support. This includes curbside blood drives, donating clothes to veterans, sponsoring little leagues and installing equipment for local community heroes.
“Employees want to be a part of a corporate culture that gives back and strives to make a difference in their community,” said Ierna.
All of this employee-focused engagement translates to satisfied customers.
“Who makes a customer feel more valued than an employee feeling the same way? Who gives a customer more legendary service than an employee whose company is constantly making sure their needs are met?” Ierna proudly asks.
Customer satisfaction is the goal for many companies. But at IERNA’s Heating, Cooling and Plumbing, its goal is employee engagement, because happy employees result in happy customers.
Published March 24, 2021
