There’s no question, technology has made today’s business climate more competitive than ever. In an instant, consumers and business owners can find and connect with a broad range of product and service providers. And while many business owners and experts focus intently on competitive threats and impact, 77-year old Andy Karpouzis, President of KCR, Inc., a Framingham-based heating, air-conditioning and refrigeration company, takes a different approach. “I have no competition even though there is a company that’s in the same business right next door. We can’t control what other businesses do; we can only control what we do and how we serve our customers and interact with them.”
Karpouzis’ unique focus on his business has paid off. Now in its 45th year, KCR has built a strong residential and commercial client base, which includes many local-area restaurants and more than a dozen large hotels. He attributes his company’s success to one key factor: personal service. “Since I started the business in 1973, I have always strived to be there for our customers. Every one of them has my cellphone number so they can call me if they have a question or problem.”
The company’s dedication to personal service, however, does not stop it from investing in technology. “In our business, high technology is very important, but we believe that people still want to pick up the phone and talk to a person,” said Karpouzis. “That’s why we make sure we have an actual receptionist who answers our phone when our customers call.”
Karpouzis believes that having personal contact with customers provides a rare opportunity to learn what they expect and need – and to deliver it to them. “I’ve trained all the young people who have come to work for me about the importance of listening to customers.”
Karpouzis also realizes how important it is to find a bank that aligns with those values. “I like that my bank is local and that we care about the same things. What drew me to MutualOne Bank was their President Mark Haranas. He takes the time to get to know people personally. That gets filtered down to all the employees. With MutualOne, you can always talk to a person who cares and is willing to help.”
For more information on KCR’s residential and commercial heating, air-conditioning and refrigeration services, visit CallKCR.com or call (508) 872-2500.