CHAMPAIGN, IL (Chambana Today) — Running a small business in today’s economy comes with plenty of challenges, but the owner of Castle Home Comfort Heating, Cooling, Electrical, and Plumbing says staying local and focused on customers remains the key to success.
The owner, Jeff Kenyon, who began working for the company as a technician in April 2018, purchased the business with his wife in January 2020 from the Cassel family. Since then, the couple has continued operating the company as a family-owned residential service business.
“We’re just a small, local company,” he said. “It’s just my wife and I that own it. There’s no private equity, no conglomerate behind it.”
The owner’s experience in the HVAC field stretches back nearly three decades. A 1996 graduate of Mahomet-Seymour High School, he began working as an RV technician at R&S Sales and Service in Mahomet before earning HVAC certification in 1998.
He later worked in apartment maintenance and as a building engineer at Bromley Hall, maintaining large building systems.
“I’ve basically been doing HVAC work since 1998,” he said. “It’s kind of weird to think that was almost 30 years ago.”
Today, the company employs about 11 people, including customer care representatives, technicians and a plumbing staff. While the owner still occasionally performs electrical or HVAC work in the field, much of his time is now spent handling accounting, payroll, and other administrative duties.
The business stays busy most of the year thanks to a maintenance membership program with more than 1,200 customers who receive scheduled service visits.
“With our membership program, we’re pretty much busy year-round,” he said. “It really starts ramping up around Memorial Day weekend when the weather turns, and then it goes right into winter.”
Despite the steady demand, the owner says the HVAC industry is changing rapidly, with many companies being acquired by private equity firms.
“One of the biggest things you see in the industry today is companies selling out to private equity,” he said. “You lose that mom-and-pop feel of small business.”
Maintaining personal customer service has become a priority for the company. While some larger firms rely on automated systems or artificial intelligence for customer interactions, the business still emphasizes live communication.
“Customer service starts with a live voice on the phone,” he said. “Most people who call us didn’t wake up that morning expecting to spend money on HVAC or plumbing. It’s not the happiest day of their life, so we want to reassure them that they called the right company.”
Rising equipment and materials costs have also created challenges for service providers and homeowners alike. According to the owner, equipment prices have climbed dramatically since the company purchased the business in 2020.
“Equipment prices are up a couple hundred percent,” he said. “What we used to be able to install completely for about $6,000 — the equipment alone now costs more than that.”
Some of the increases are tied to supply shortages, regulatory changes, and refrigerant updates that required manufacturers to redesign equipment. “Supply and demand drives the price,” he said. “When equipment was hard to get, if you wanted it, you had to pay for it.”
Those rising costs can make it harder for homeowners to invest in repairs or upgrades, especially during uncertain economic times.
“We all have to pay for gas to get to work and food to eat first,” he said. “Investing in your home sometimes comes second or third.”
Energy efficiency is another topic that frequently comes up during service calls. Customers often ask about ways to reduce power consumption through higher-efficiency systems.
“The higher the efficiency rating, the less energy the system uses,” he explained. “But there’s a price tag that comes with that investment.”
The owner said he and his wife made a similar investment in their own home by installing solar panels.
“At least if we’re going to spend that money, we’re investing in something we own instead of just paying the power company,” he said.
Despite the industry pressures, the owner says the company’s philosophy remains straightforward: focus on customers and maintain quality service. “We don’t do big commercial projects or new construction,” he said. “Our focus is residential service — helping people in their homes.”
He believes staying smaller helps maintain quality and relationships with customers.
“When you get big, you lose quality,” he said. “We want to hire good employees, take care of their families and take care of the families we serve.”
That mission is reinforced regularly with staff.
“We talk about it in our meetings all the time,” he said. “Our job is simple — do what’s right for the customer, every time.”