Kindness on the job

Is treating people right when they are vulnerable, and you could easily dupe them, an act of kindness? I think so. Patrick and Jeremy of Milt’s Heating and Air Conditioning would differ and say, “I’m just doing my job.” Maybe so, but they deserve a huge shout-out!  

Our AC went out, and we were advised by another firm — the one with the big colorful trucks — that our six-year-old outside condenser unit needed to be replaced. Their technician, a nice young man, explained it was either just the compressor or the whole unit, but his supervisor was coming to verify his diagnosis. Fast forward 30 minutes — both are “conversing” loudly as they approach me after looking at the unit and said “yeah, not replacing both would just be throwing away good money.”

That tactic raised my antenna enough that I speed-dialed a local vendor while they were back in their very colorful truck calculating an invoice. Patrick, who I learned is Milt’s grandson, answered the phone at Milt’s AC. “Patrick, I’ve got another firm here, and they say I need a new compressor. Assuming their diagnosis is right, can you give me a ballpark estimate of what that should cost?” “Text me the model number and I’ll get right back to you.” And he did. Ten minutes later I ushered the supervisor out and told him I was going to go with a local vendor.

An hour later, Jeremy from Milt’s AC pulled up. Jeremy was born and raised on the island. He has decades of HVAC experience, most of it with Milt’s. He is a pleasant man. He’s paid a decent salary. He knows what he’s doing. And he doesn’t get a commission for selling new components. His diagnosis? “Nothing wrong with your condenser or compressor, it’s just the fan in the AC unit inside the house.” He was right, and I’m feeling the air as I write this!

Rick Crawford is the president of Milt's. Rick worked in the HVAC industry from his teenage years, starting with his father, Milt, at Milt’s Heating & Air-Conditioning in Sarasota, Florida. He later went on to start his own company named after his father, Milt’s of Amelia, on Amelia Island in 1990. His statement on their website rings true, based on my experience:

Being a small, family-owned business, we take customer service very seriously. That is why our slogan is “Quality with Integrity.” We take the time to get it right the first time. We believe in treating each customer as though they too are a part of the family, and to us they are. This approach, backed by our 100% Satisfaction Guarantee is the reason we have continued to grow, right along with the communities we serve. Call us today and experience the Milt’s Family Difference that our existing customers have grown accustomed to.

So be kind to yourself and your wallet. For HVAC needs, support the local business with the old-school white trucks that say “Milt’s” on the side. They’ll be kind to you, too.  

John Hart and Melanie, his wife of 43 years, moved to Fernandina in 2020. John is a retired Air Force Colonel. John's career in federal acquisition took them to several states and to Germany for 10 years. The Harts have four sons who all live in Ohio.

If you have a story you'd like to share here in the Fernandina Observer — about a neighbor or friend or stranger or business that showed kindness, or about kindness and compassion in general — please contact Peggie Weeks at pegweeks@gmail.com