By Amber Swenor
Strategic Partners Marketing, LLC
1982 wasn’t the ideal time to start a business with America facing one of the deepest recessions in history, skyrocketing mortgage rates, and high unemployment. For Bill and Nancy Pharo, starting a business at a challenging time only further galvanized their work ethic and family values, and this laid the foundation for the 35-year journey that followed as they’ve grown Pharo Heating and Cooling into what it is today.
The History
Bill got his start in HVAC working with his grandfather at Pharo Plumbing and Heating; that business dissolved in 1975. It was after meeting Nancy and getting engaged in 1982 that he got serious about starting his own business, despite a disadvantageous market: “Interest rates were 15%-16%, nobody had money, it was a crazy time. I decided to throw my hat in the ring and started bidding on jobs.”
They landed their first big job in February 1983, for Don Simon Homes (now Veridian Homes), providing the stability needed to grow. Nancy was working as a speech pathologist, and as the business grew, she became involved in managing the business, and helping wherever needed:
“I remember late in the summer of 1983, I was a few months pregnant with our first son Clint, feeling sick as can be, and there I was holding up ductwork for condos that were being built in DeForest,” Nancy laughs. “At the time, we weren’t thinking about what this business might grow into. Bill and I just did what needed to be done.”
1984 marked their first year in business, as well as becoming parents. When their second son, Andrew, was born in 1985, they made the decision for Nancy to join the business full-time in August of that year.
Building a Culture of Family at Pharo
Ask the staff, and it’s apparent that family is the culture at Pharo. 23-year veteran of the company, Ryan Olson, shares, “When I first started, I told them I could come on board for a few weeks to help them out, and before I knew it, a few weeks turned into 23 years! There’s so much camaraderie with everyone. We really have fun together. When it’s someone’s birthday, Nancy makes them a birthday cake and we celebrate. Nancy has never missed a person’s birthday. That says a lot about the kind of people they are.”
The Pharos made their first hire in 1985 and are still bringing new team members aboard. Bill shares, “I remember when we had eight employees and thinking wow, this is as big as we’ll ever be! Today, here we are with 22 employees, and many of them have been with us for more than 15 years.”
Sons Clint and Andy, grew up in the family businesses: Pharo Heating and Cooling and Pharo Marine, which opened its doors in 1989. They grew up with many of the employees, like Dennis Schutz who has spent his entire career with the company: “I’ve been with the company nearly 30 years. I remember times when projects could take us four days, and now that project could be done in a day and a half. Over time, we’ve gotten better equipment, and better as a team.”
It was important for Nancy and Bill to spend time with their kids, and they supported staff in doing the same. 20-year employee Ken Ransom shares, “I never had issues getting to my son’s ball games growing up. We worked hard, but they (Bill/Nancy) always supported us. Even on short notice, they were accommodating so I could be there for my son’s games.”
In addition to family values, and respecting employees, the Pharos have a strong value for doing high quality work, accurate scheduling, and never delaying a closing because they weren’t done when they said they’d be. That has sometimes meant working late, even on a weekend.
Innovation a Key to Success
Innovation has helped the Pharos remain viable even through difficult times. Including, the purchase of a CNC plasma table in 1999 for creating custom ductwork; this investment greatly increased sheet metal production.
The economic downturn from 2007-2011 brought new challenges, as it did for many businesses. During that time, they pursued State Weatherization Contracts, which was new for them, and became a contributing factor that helped keep steady work for techs.
Bill says that while those years were difficult, they were also the most satisfying because it forced the company to evolve. They did what they could to retain as many employees as possible, and it proved that even in challenging times, they could survive and succeed.
Looking to the Future
Nancy and Bill reiterate that they’ve always supported their sons in pursuing whatever path they wanted to pursue. Nancy shares, “We never pushed them to join the business. It was always their decision, and they both just came back; it makes me proud that they chose to.”
Clint joined the family business after graduating in 2007, “A lot of my friends couldn’t find a good job coming out of college,” Clint explained. “By then I had my mind made up to go into the family business, regardless of how difficult it was going to be.”
Today, Clint works as the Operations Manager, running the day-to-day operations, while Bill is phasing out a bit more each day, enjoying time on the golf course and with his grandsons.
Most days, you’ll find Nancy in the office, managing the books, and ensuring that no birthday goes missed “I love what I do,” she said, “I plan to be here for a long time to come.”
And there are opportunities for new people to come on board with Pharo Heating and Cooling. With the longevity of many staff members, the collective knowledge, and supportive environment, new employees are supported in their learning and growth.
When asked what they want to be remembered for, Nancy says, “That we were honest, we did the work right, and that we treated our customers, and staff well.”