Diamond Hugs

When I first spoke with Rick, the founder of Diamond Heating & Cooling, I was not impressed when he told me, “Taking care of clients is our top priority.” You see, just about every HVAC website, ad, and mission statement will say something to that effect. Any cynical person would say that these claims of wholesome intent are hogwash.

Sprint’s “About Us” page says their focus is creating an amazing customer experience, yet year after year they rank among the most hated businesses, worst customer service, and worst places to work in America.

So how do you know when it’s not hogwash and the organization actually holds to the ideals that it claims? It’s simple — you ask their customers.
Let me share a story of Anne (name changed for privacy). She is 81 years old, wheelchair bound, lives alone, and receives palliative care. When her furnace stopped working on a cold December day, Anne couldn’t bare it.

Diamond Heating & Cooling not only provided fast and reliable service, they helped Anne on a whole new level. Despite receiving a new furnace, Anne’s invoice read a grand total of $0.00.

In the notes read the following: “No charge for this lady under any circumstances. We will be available 24/7 to help her and keep her comfortable.”
Anne had become a recipient of the famous “Diamond Hug”, a community program led by Diamond Heating & Cooling where they look for opportunities to give back to others in need.

As the cold season began last year, the team met because Rick had generously offered free furnaces with the requisite labor costs for two families in need. Problem was, they had actually found five families that needed furnaces.

They had a choice to make.

And choose they did! After one technician offered to cover a third furnace out of his own pocket, the rest of the team collaborated and pitched in so that each of the five families could keep their homes warm over the winter.

It doesn’t stop there either. The Diamond team sponsored an orphanage and teamed up with a non-profit to provide shoes for “their” kids. For 2020 they’ve already set aside time and money for veterans, the Boise Rescue Mission, the Garden City Police, and they’ll again partner with KTSY to provide furnaces for a few homes this year.

It’s acceptable if you have tears welling up in your eyes right now. These people are good, in the truest sense of the word.
Sue Ellen, Diamond Co-Owner and Rick’s number one gal, explained to me their philosophy. “When someone is in the field, we want our technicians to have the authority to make decisions for the best needs of the client without worrying about blow-back from management.”

Sue Ellen and Rick begin by setting the example from the very top. Then they hire and train highly-skilled HVAC technicians, emphasize the Diamond Hug philosophy, and then empower them to take care of clients.

No hogwash here, right?

What’s the secret to a great car wash? My very first job was in a detail shop, so I thought I understood. After working with Rocket Express Car Wash owners Joe and Janet Russell, I’ve learned that the secret sauce isn’t magic soap or a spotless rinse — it’s people.

Don’t get me wrong; Rocket Express has all the special tools and toys that any auto aficionado could ever want. When you pull your car into that 240-foot conveyor, you’re about to be on the receiving end of the very best car-cleaning experience available anywhere.  But what stood out the most was not the neon lights, free vacuums, or free mat-cleaning machines, it was the people.

The Rocket Express Commitment

In fact, when I first spoke with Joe Russell, I asked him what made Rocket Express unique. He said, “We compensate our people well above others and we attract and retain exceptional people.” This is what impressed me about the Rocket team. They are committed to their team and their customers, and their team and customers are committed to them.

When I visited the Rocket Express Car Wash, located at Fairview and Cloverdale, the sense of loyalty from the staff was palpable. These exceptional people work diligently to deliver a great experience to each customer in the hopes that they will become a Rocket Express ambassador.

Co-founder Janet Russell, a marketing guru, also wears the hats of COO, HR rep, and trainer.  She expressed to me the importance of ecological responsibility in their operations.

Above the vacuum canopy sets is one of the largest solar panel arrays in the Treasure Valley, creating much of the Rocket’s energy needs.  “Rocket Express also reclaims the majority of the water used in its car washes, uses only earth-friendly products, and continually invests to improve sustainability”, Janet Russell said.

In the end, you might choose Rocket Express Car Wash because of the value, its commitment to the community, or simply because you’ll get an exceptionally clean, shiny, and dry car in four minutes or less. It might even be because they won the Best of Treasure Valley. Those are all valid reasons, but what will keep you going back is the overall experience provided by the people.

 

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The fifth Rocket Express Mega Car Wash, second in the Treasure Valley, is currently under construction at the northwest corner of the intersection of Chinden Blvd. and Linder Road in Meridian.

Like millions of Americans, Bret Adams suffered due to significant back pain. And just like many of them, he had been down the medical rabbit hole, going through many doctors and physical therapists with no success. Their collective prognosis? “We’re sorry. You’re broken and there’s nothing we can do.”

Not satisfied with that response, the young accounting major changed courses to pursue physical therapy. He thought, “That can’t be the end of it. A musculoskeletal problem like this should be treatable with the right musculoskeletal approach.”

Bret understood a fundamental truth about the human body. His best chance to defeat chronic back pain was to set his body up to heal itself, and he was going to learn how to make that happen.

Years later, Bret Adams (PT, MPT, ATC, CSCS) shares his hard-won knowledge and finely tuned technique in his practice, Idaho Spine and Sports Physical Therapy (ISSPT). His troop of highly trained therapists operates out of three locations in the Treasure Valley.

I found a comrade in Bret Adams. Like him, I was a strength athlete whose path was altered by a significant back injury. I’ve also been through a quagmire of medical intervention that has only been minimally effective. I can describe Bret and the ISSPT team with one word: precision.

Precision is what makes a great physical therapist. The ISSPT team believes you should be perfect at what you do. Their ability to accurately diagnose an injury and follow through with hands-on techniques can give your body the re-education it needs to heal itself.

The skill of ISSPT has led to a tremendous success rate. Of patients that stick with their treatment plans, more than 9 of 10 are successful in treatment.

Whether it’s chronic pain or an acute injury affecting your life, Bret recommends seeing a therapist early. Most people wait far too long before seeking help.