When Rick and Wanda Hatch founded R&W Heating in 2004, their mission was clear: to redefine customer service in the heating and cooling industry. After more than a decade of experience as a technician and business partner, Hatch saw a gap in the industry that he was determined to fill.
“Customer service is the most important part of the job,” Hatch, now R&W’s CEO, emphasized. “Too often, people leave a message to ask a question and don’t hear back for days—or worse, they don’t get the answers they need. At R&W Heating, when you call, you’ll speak to a human being who will handle most of your needs right away. That’s the standard we set, and it’s the standard we meet.”
From Humble Beginnings to High Standards
Hatch’s journey into the heating business began unexpectedly. At 18, while working at a gas station, he was captivated by the technical work of heating professionals. His curiosity and determination led him to dive into the industry, gaining the skills and knowledge needed to excel.
After 15 years in the field, Hatch ventured into business ownership with a partner. For 25 years, he honed his expertise but felt the need to provide a higher level of customer service. This realization led to the creation of R&W Heating, a company built on a foundation of responsiveness, expertise and reliability.
R&W Heating sets itself apart by prioritizing continual training for its technicians. While state regulations require 8,000 hours of training for HVAC technicians, R&W goes beyond that recommendation.
“We require an additional 50-60 hours of training every year, and we send our technicians to specialized facilities to keep up with the latest technologies."
This focus on education ensures that R&W Heating stays ahead of industry trends. From attending national trade shows to exploring high-efficiency, cutting-edge equipment, the company remains committed to delivering the best solutions to its customers.
“In order to be a good service technician, you need constant training,” Rick says. “Everything evolves, and we pride ourselves on staying at the forefront.”
Meeting Challenges with Dedication
Hatch acknowledges the challenges facing the HVAC industry, particularly in recruiting qualified professionals.
“The ability and ambition to learn are critical. This isn’t a 40-hour job. It requires effort and expertise, but what you earn here—knowledge, skills and relationships—is yours forever.”
R&W Heating also faces the challenge of educating consumers about energy efficiency and system quality. Rick advises homeowners to focus on their home’s “envelope”—the exterior walls, windows and insulation that impact energy use. Simple fixes, like addressing drafts or investing in high-quality HVAC systems, can make a significant difference.
Customer relationships are the cornerstone of R&W Heating’s success.
“The best way to ensure quality service is to establish a relationship with your provider. When customers use the same company consistently, there’s a level of trust and understanding that leads to better outcomes.”
Hatch also emphasizes the importance of regular maintenance. “People who focus solely on cutting costs often skip maintenance or switch providers frequently,” he said. “That approach doesn’t build equity in your system or ensure its longevity. Consistency is key.”
As R&W Heating celebrates two decades in business, Rick remains committed to the principles that have driven the company’s success: exceptional customer service, continuous learning and a dedication to quality.
“R&W Heating isn’t just a company—it’s a promise to our customers. When you choose us, you’re choosing a team that cares about your comfort, efficiency, and long-term satisfaction.”
R&W Heating Energy Solutions
Phone: 860-848-9993
Online: RW-heating.com