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Economical Performance: Customer-Centered Serivces

Over my fifty years of service to customers, the traditional corporate business model has served to enrich the wealth of stockholders, often at the expense of the corporations’ customers. Such a business model rewards salespersons who sell products and services then rewards project managers to not deliver what the sales force sold. Salespeople are paid to sell against quotas and the managers are incentivized to hold down overhead and raw costs.

In my last corporate role of corporate account executive, I worked to meet the goals set for me and my sales team AND I worked to assure the satisfaction of our customers. To my disadvantage, I couldn’t fire branch office personnel. All too often customers would call to report dissatisfaction with one or more aspects of the delivered sale. So it was I began to imagine how things could be different if I were in charge of everything from the initial sale to sign-off. When I started my business three decades ago, my focus was not on project profitability, but on customer satisfaction.

Participation in major design-build performance contracts over many years firmly established the business focus for Rockwall Controls Company, Inc.

We rarely, perhaps only once over two to three years, participate in street work based on low price. Instead, we provide customized solutions that economically resolve problems while also introducing significant monetary benefits to the customer. I give two examples.

Example 1 РA five-story courthouse featured a high-pressure dual-duct air handling and distribution HVAC system. There were continuous comfort complaints. Originally this system had pneumatic thermostats that were replaced with a simple DDC system that replaced those pneumatic thermostats with voltage-to-pressure transducers.

Two tandem Joy vane axial fans powered the cold duct while a single fan powered the hot duct. Two joy vane axial fans served as common return fans. Electric heaters on the discharge of the dual duct terminal boxes were the source of heat. This system had an air-side economizer.

Structurally, the old building was as porous as a sieve.

Our remedy was to convert dual duct terminals to variable-volume and to add isolation butterfly dampers to the vane axial fans. Fan tracking based on actual system air flow resolved most of the infiltration/exfiltration problems. An intelligent air-side economizer and elimination of all pneumatics did the rest.

Results? Practically all occupant complaints ended and actual annual kiloWatt-hours energy consumption was cut in half.

Example 2 – A hospital for which HVAC maintenance was neglectful for ten years was approaching a point of total HVAC failure. Antiquated and disparate controls left the new facilities manager in the dark.

Phase 1 addressed central plant operation. Remedies to central plant operation produced annual savings from reduced gas, water, and electricity for a quick payback.

Phase 2 integrated systems of two manufacturers that were installed over several years, giving a window onto the other needs of this hospital.

Phase 3 is pending, but when implemented will dramatically improve overall HVAC systems performance and cost of operations.

Our smart operator interface greatly relieved the facilities management team of stress. How so? We installed our own internet service, wholly independent of the hospital’s IT infrastructure. This measure empowers hospital staff to use our SmartPhone app on-site and away, all without compromising hospital IT security.

What do the two examples share in common? They are self-funding projects; our implementations are designed to pay for themselves.

The Bottom Line

Our customers enjoy energy savings along with greatly improved performance and these projects pay for themselves.

What Are Your Needs?

How can we serve you?

John White
Rockwall Controls Company, Inc.
Rockwall Broad Energy, LLC
(972) 771-3514