We were lucky to catch up with Misty Yates recently and have shared our conversation below.
Hi Misty, thanks for joining us today. Talk to us about building your team? What was it like? What were some of the key challenges and what was your process like?
We started from ground up. Like many small business owners, we wore every hat imaginable—answering phones, running service calls, handling paperwork, and everything in between. Hiring those first employees was one of the most daunting steps, and honestly, it still is. People can let you down, and as a business owner, that stings. But when we get it right—when we find someone who shares the same values and goals—it’s one of the most rewarding parts of building a company.
I quickly realized culture had to come first. You can train skills, but you can’t train character or values. If someone doesn’t align with our culture of excellence, they won’t last. Over the last 15 years, I’ve improved the way I interview, the questions I ask, and the way we introduce people to our team. Each process has been a little different, but all of them have been about making sure the person truly fits.
Honestly, there was nothing flashy or corporate about our early recruiting process. We relied on referrals, people we trusted, and word of mouth in our community. Training was hands-on, often unconventional, and focused more on doing the work right and learning how we take care of customers than on formal manuals. We learned together, made mistakes together, and grew together.
If I could start again today, I’d probably put more structure in place sooner. It took trial and error to refine our processes, and I wish I had known earlier how important it is to define expectations clearly from day one. But one thing I wouldn’t change is the emphasis on culture. Once you set and protect a strong culture, there’s no looking back. A good culture doesn’t just attract the right people—it keeps them.
Great, appreciate you sharing that with us. Before we ask you to share more of your insights, can you take a moment to introduce yourself and how you got to where you are today to our readers.
Matthew was working for a large corporation that he soon learned lacked honesty and integrity, and when we decided to create Yates Maintenance, he brought the technical expertise and relentless drive, while I focused on systems, culture, and creating the structure that would allow us to grow. Together, we turned a small family business into one of Arkansas’s top HVAC companies. Without our standard for excellence and integrity from the beginning, our company would not be what it is today.
Today, Yates Maintenance provides full residential and commercial HVAC services—everything from system installations to ongoing service and indoor air quality solutions. But what we really provide is peace of mind. HVAC problems aren’t just about comfort; they’re about health, safety, and the quality of life inside a home or business. We’ve made it our mission to solve those problems with both technical excellence and genuine care. We hold many unique certifications, Like being ISNetworld certified, Energy Star certified contractor, indoor air quality certified, and duct blaster certified. We are also Housecall Pro Superpros, the top 5% of software users who are accepted based on outstanding reviews and service. We were nationally named Heil Elite Dealer of the Year in 2024 for continued training and excellence.
Along with those certifications and continued training, what sets us apart is our commitment to excellence and culture. You will really hear this shine through in our reviews. Our team is often complimented for going above and beyond. We invest in building a team that shares our vision—people who care about doing things right the first time and treating customers like family. Over the years, we’ve developed training paths, leadership opportunities, and recognition programs that help our employees grow while serving our community with integrity.
We’re proud of the awards and milestones—like being named Elite Dealer of the Year—but what matters most is the peace of mind we give our clients. HVAC isn’t just about heating and cooling; it’s about safety, comfort, and quality of life. When people choose Yates Maintenance, they’re choosing a brand built on trust, excellence, and a team that truly cares.
How do you keep your team’s morale high?
Managing a team and keeping morale high hasn’t always come naturally—it’s something I’ve had to learn and grow into. In the early years, I didn’t always see the bigger picture. I was so focused on the work that it was easy to forget each person on our team has a life outside of the company. Their day-to-day challenges, family needs, and personal goals all come with them when they walk through our doors.
My advice is this: always remember there’s more to the story. When you acknowledge that your employees are people with other things going on in life as well, and not just an employee, it changes how you lead. It builds empathy, strengthens trust, and in the long run, it creates a stronger team culture.
We’ve seen firsthand that when people feel understood and valued—not just for what they produce but for who they are—they give their best. High morale isn’t about perks or programs alone; it’s about creating a culture of care and respect. Once you build that foundation, the rest follows.
What’s worked well for you in terms of a source for new clients?
Our existing clients! We love hearing that we have a new referral. We are proud to have a 98% customer retention rate! We thank our clients and on intensive jobs, reach out with a handwritten note. It goes a long way. We have been so blessed with wonderful clients and we definitely let them know how they’ve impacted our team’s success along the way.
Contact Info:
- Website: https://yatesmaintenance.com
- Instagram: https://instagram.com/yates_hvac
- Facebook: https://facebook.com/YatesMaintenance
- Linkedin: https://www.linkedin.com/in/misty-yates-a8671852/
Image Credits
ICP- International Comfort Products, Elite Dealers, Housecall Pro -Lady Pros, and Lizzy Yates Photography