For nearly five decades, Michael & Son Services has built a reputation as one of the most trusted home service companies in the Mid-Atlantic. What began as a small family business has grown into a full-service operation with hundreds of trucks on the road. The company now provides HVAC, plumbing, electrical, and restoration services across Virginia, Maryland, North Carolina, and Washington, D.C.
Eighteen years ago, Eddie Smith joined Michael & Son to start the HVAC Services department. What began as a small team has since grown under his leadership into one of the largest and most successful HVAC operations in the country. Eddie’s deep industry experience and customer-first mindset have helped turn the program into a powerhouse—and today, technology plays a central role in that success.
With the Building36 platform and their branded Michael & Son app, Eddie’s team has found a simple, scalable way to keep customers engaged long after installation.
With Building36, Michael & Son has also found a smarter way to improve HVAC customer retention and build long-term loyalty.
“The vision for us with Building36 is simply being able to add more value to our customers with our memberships,” Eddie shared. “Our goal is to increase our retention with our service agreements—and the app has helped us do that.”
Boosting HVAC Customer Retention Through Smart Technology
Like many HVAC businesses, Michael & Son wanted to improve service-agreement retention. Customers trusted their technicians, but that connection could fade between maintenance visits.
Building36’s branded app changed that dynamic, keeping the company’s brand top-of-mind and creating everyday engagement.
“Customers are going in, utilizing the app, setting their thermostats—and we’ve got that branded Michael & Son, which is great every time they’re in there,” Eddie said. “They can go right [in the app] and schedule appointments. They can also create a trouble ticket if they’ve got any questions—we get that notification, and we can communicate with them.”
By pairing smart-home control with personalized service, Eddie’s team delivers more value to members and keeps their business visible in a natural, helpful way.
Proactive Service = Happier Customers
For Eddie, one of the most impactful features has been proactive system monitoring and alerts. Severe heating and cooling alerts allow his team to identify issues, often times before peak season demand hits, helping both customers and technicians stay ahead.
“We get to monitor the system and be proactive in scheduling appointments, which helps us a lot with our demand business,” Eddie explained. “We’re able to get ahead of service and keep our schedules open for inbound opportunities.”
This proactive approach improves customer satisfaction and drives efficiency, giving technicians more time for new business while maintaining strong relationships with existing maintenance members.
Building Lifelong Customer Connections
Michael & Son’s experience highlights how connected technology can transform customer relationships. By using the Building36 platform to deliver value between service visits, they’ve strengthened loyalty, reduced churn, and created a smarter, more sustainable maintenance model.
“Every time customers use the app, they’re reminded of the value we provide,” Eddie noted.
