How Jackson Comfort Standardized Service Quality Across 80+ Employees with measureQuick

Jackson Comfort Services has been a family-operated HVAC company in Northfield, Ohio for 17 years, serving over 3,500 maintenance customers annually. Service Manager Nolan Sarandou uses measureQuick to give every technician the same standard of diagnostics, whether they have 15 years of experience or 15 days.

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The Challenge

With over 80 employees and 3,500 maintenance agreements, Jackson Comfort needs every service call to meet the same standard. But new technicians take time to learn. Younger apprentices regularly need help interpreting diagnostic readings. A service manager can only ride along with one tech at a time, and every minute spent answering basic questions is a minute not spent coaching on the harder problems.

Nolan Sarandou, who has managed Jackson Comfort’s service department for 17 years, faced a familiar scaling problem: how do you maintain quality when your team keeps growing? Training technicians on diagnostic tools used to take multiple days of classroom instruction, and even then, consistency in the field was hard to enforce. Without a structured diagnostic process, every tech developed their own workflow, and some of those workflows missed critical steps.

We’re a family operated company and our goal really is just to make everybody’s lives better – our customers, our employees, and our community. I just want to make everybody better. I want to help coach and train our employees to get better, and in turn they’ll take better care of our customers.

Nolan Sarandou, Service Manager, Jackson Comfort

The Solution

Jackson Comfort adopted measureQuick through their long-standing relationship with founder Jim Bergmann, who had worked with the company in the past. Sarandou saw it as the right tool to standardize diagnostics across a growing team while giving customers a better experience.

The guided workflows changed how quickly new technicians could become productive. Where training on probe placement and app navigation previously took multiple days of instruction, the guided workflows walk technicians through every step with pictures showing where to place probes and what information to enter. Sarandou found he could get technicians up to speed in an hour or two instead of days.

Remote streaming became the feature Sarandou values most. When younger apprentices need help interpreting what they see, they hit the live stream button and send him a link. He sees exactly what they see in real time – probe readings, system status, diagnostic flags – and can coach them through the problem without driving to the job site. Instead of playing 21 questions over the phone, asking “What’s your subcooling? What’s your delta T?”, he pulls up the data and focuses on coaching.

Jackson Comfort also invested in probe kits for their technicians, treating it as an investment in both their people and their final product rather than an expense techs have to shoulder themselves.

The Results

measureQuick gave Jackson Comfort three things that are hard to achieve separately: faster onboarding, better remote support, and a more compelling customer experience.

The system reports became a competitive differentiator. Sarandou found that showing customers a full diagnostic report with a system score changed the conversation entirely. Instead of trying to explain invisible problems like airflow or refrigerant charge, techs hand over a report that shows exactly how the system is performing and what needs attention. On one call, a technician used measureQuick to diagnose a refrigerant line restriction that had been affecting the system since installation. The customer had been told repeatedly that nothing was wrong. When Jackson Comfort showed them the measureQuick report with the data backing up the diagnosis, the customer authorized the repair, and the system finally cooled the way it should have from day one.

We showed them the reports. We showed them all the reasons why we believed that was the issue, and when they allowed us to actually look into the problem, sure enough, what measureQuick said was the problem was the problem. The customer was over the moon because now their system was cooling the way it should, and it never had since it had been installed.

Nolan Sarandou, Service Manager, Jackson Comfort

For Sarandou, the remote streaming capability is where the daily value adds up. His team leads and senior techs can get multiple eyes on a problem from anywhere, which reduces the need for second-trip diagnosis visits. At $5 per diagnostic report, the cost is a fraction of what a single unnecessary callback would run. As Sarandou sees it, companies that are not taking advantage of measureQuick simply are not giving that level of service.