NASHVILLE, TENN. — Hiller Plumbing, Heating, Cooling & Electrical has been named the fifth fastest-growing private company, Middle Tennessee. The sole member of its industry to qualify for the Nashville Business Journal’s annual ranking, the family business that originated 25 years ago as a one-man, one-truck operation finds itself on the coveted listed for the fourth year.
Launched in 1990 out of a duplex in Antioch, TN with just $500 and a single employee – 24-year-old Jimmy Hiller — the Hiller brand is now the largest residential plumbing, HVAC and electrical services provider in Tennessee. Currently boasting a fleet of 420 service trucks and over 600 employees, the company also has added a commercial division within the past couple years.
NBJ compares revenue growth among the 100 largest companies in Cheatham, Davidson, Dickson, Montgomery, Robertson, Rutherford, Sumner, Williamson and Wilson counties. At the No. 5 spot, Hiller’s revenues exceeded $70 million in 2014 and jumped 146.5% between 2011 and 2014.
“We have a pretty simple business model,” says President Jimmy Hiller. “We answer the phone live, 24 hours a day, seven days a week. When the customer calls in, we say, ‘How can we make you happy today?’ and to the best of our ability, that’s what we try to do.” The formula is working, as indicated not only by this latest ranking but also by the fact that more homeowners in the state of Tennessee choose the Nashville-based provider over other outfits for their plumbing, HVAC and electrical needs. Hiller also believes his company’s “best-in-the-business guarantee” – a 100% refund for unsatisfied customers – further bolsters its success.
Customer service has always been at the essence of the business, earning the company a loyal following and 98% customer retention rate. “Exceptional service, honesty and integrity are at the foundation of what we do,” says Hiller whose wife, son and daughter play integral roles in the running of the business as well.
Hiller founded his company on tenets that no one else Middle Tennessee had been offering, including but not limited to: requiring technicians to wear shoe covers, maintain clean work areas, and provide upfront and flat-rate pricing. Other signatures of the Hiller brand are its round-the-clock repair services and two-hour appointment windows.
With a customer base and service area that continues to expand on a near-daily basis thanks to referrals, an effective advertising campaign and an aggressive growth strategy, the company headquartered out of Nashville has expanded its reach throughout most of the state of Tennessee along with the Southern Kentucky and Northern Alabama markets.