“A little money and a lot of ambition.” And with that, Frank and Heather Troglauer started Frank’s Quality Services Inc. in Lexington, SC.
In 1988, Frank was working for Thermo King when he developed a vision of mobile service —going to the customer. Unable to bring that vision to fruition where he was, he and Heather decided to start their own company providing transport refrigeration sales and service with the customer’s satisfaction as their primary focus.
When asked which he had more of at the start — money or ambition, he replied, “A little money and a lot of ambition. We started this company with $1,600 and a lot of hard work.” The company has been installing, servicing, upgrading and maintaining commercial truck, bus and off-road air conditioning since that time.
Today, 14 years later, the company employs 40 people — 20 service technicians, four sales staff and the balance in parts and administration. Fourteen service trucks serve the Carolinas and throughout the Southeast with offices in Greenville, Rock Hill, Conway and Charleston, SC.
Frank said future plans for the company include an expansion of the service area to include all of North Carolina, Georgia and Florida. And, for Frank, there is more to the expansion in Florida than just business. He is an avid fisherman and looks forward to wetting a line in the near future and, a long way down the road, retirement to Florida with a lot of fishing.
The primary focus of the company is air conditioning installation and service. “We cool anything that moves — larger than a car,” he said. The company is strong in construction, mining and logging — the heavy equipment end as well as over-the-road trailers. It services air conditioning systems installed by every OEM and aftermarket manufacturer.
The company has installed air conditioning in boats, locomotives, mining equipment, cranes, and fire engines, logging machinery, container handlers, refuse trucks and just about every other piece of on- and off-road machinery. Service technicians are trained to diagnose problems and fix them on the first call. Service trucks are stocked and equipped to perform this mission.
Company Expands With Acquisition
Bear Equipment of the Carolinas had been installing AFEX Fire Suppression Systems for more than 18 years in the Southeastern United States. In 2001, Bear approached Frank and offered the business for purchase. Frank said he is a believer in diversification and was very interested in the potential. On Oct. 12, 2001, the Troglauer’s purchased Bear Equipment. This purchase added AFEX automatic and manual fire suppression systems to its operation. AFEX Fire Suppression Systems employ Side Cartridge Technology to insure that systems work when needed the most. The system is known for its low maintenance. Applications include all heavy, off-road and landfill equipment. Today, all service technicians are trained in air conditioning and fire suppression equipment installation, service and repair.
The service trucks are equipped to handle either end of the business. “I expect fire suppression to be 30 percent of the business within three years,” Frank said.
Frank has a solid philosophy of doing business. “Provide the customer with well-trained, qualified technicians. Go to the customer — don’t expect them to move a large piece of construction equipment to the shop.”
He added, “Prompt service and repairs by trained technicians,” and he backs this up with required training of all employees. Employees meet a minimum of 40 hours of continuing education every year. Training is done on computers, typing, office operations, mechanics and more. Many employees have more than 60 hours a year in training classes.
When the company expanded the building, a large area above the shop floor was available. When questioned about the space, Frank said, “Lets build a classroom here for the employee training program.” It is fully equipped with networked computers and audio-visual equipment.
An even more important fact is that Frank involves the families of employees in training programs. The company has a full-time trainer for computers and other subjects. Classes are often conducted on Saturday and wives and children are invited to participate.
In addition, all service trucks are equipped with laptop computers. The technicians have customer information, technical documents and parts information always at hand.
When asked, Frank stated that the company has had an employee turnover of, maybe 1 percent. Employees are involved in company operations. They have a voice in much of what goes on.” Frank’s philosophy on customer or employee relations is one and the same, “I treat them the same way I want to be treated.”
When asked, Why fire suppression in an air conditioning service business?, Frank answered. “Diversification.” Frank said he believes in diversification but he also believes in utilizing his personnel, tools and equipment to the fullest. Air conditioning service and fire suppression use most of the same tools. The service trucks can do both jobs and the customer base utilizes both services. Very little additional equipment is required other than specialized tools, and all of the company’s service technicians are fully certified in their respective fields.
Sales and installation of fire suppression equipment is a rapidly growing field. Frank explained why, “Insurance companies offer discounts to clients when the equipment is installed. The savings in insurance premiums can offset the cost of equipment within a reasonable period of time. Fire suppression involves both personnel and equipment safety and environmental concerns. A tractor fire on top of a landfill or in a forest can bring about disastrous results.” Fire suppression systems are available in automatic or manual configuration.
With the enthusiasm and conviction Frank shows with his business, it is easy to understand why he has both a strong customer base and good employee relations. Frank’s advertising says, “At Frank’s Quality Services, we get the repair right the first time, every time. Since 1988.”
Frank’s Quality Services Inc. is located at 1784 Two Notch Rd. in Lexington.
For more information, call 888/957-4190 or visit www.fqs-inc.com.
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