Why the Best Repair Companies Listen First: Lessons from CW Mechanical

When equipment breaks down during your dinner rush, every minute counts. We sat down with Casey Workman, Owner of CW Mechanical, to discuss what separates great R&M solutions from the rest—and how restaurant operators can build better partnerships with their service providers.

The Leadership Principle That Saves Time and Money

Owner of Utah-based service company CW Mechanical, Casey Workman shared a piece of leadership wisdom that applies as much to restaurant operations as it does to HVAC repair: "Never assume you're the smartest person in the room." This philosophy transforms how technicians approach equipment problems—and it directly impacts your bottom line.

"When you assume expertise without letting the equipment 'talk' to you, you can waste hours," Workman explained. "But when you stay open to information and really listen, you can find solutions in 30 minutes instead of three hours."

For restaurant executives, this insight reveals why some service requests drag on while others are resolved quickly the first time. The best repairs professionals don't just show up with preconceived notions—they investigate, ask questions, and let the equipment guide their diagnosis.

The 86 Repairs Difference: Quality Information Leads to Better Outcomes

During the conversation Workman compared service requests that come directly from restaurants versus those coordinated through 86 Repairs. The difference is striking.

"Requests from 86 Repairs typically provide much better quality information because preliminary troubleshooting has already been done," Workman noted. "This saves the customer money right from the start."

When restaurants call service companies directly, technicians often face challenges gathering accurate information. Multiple points of contact, incomplete details, and rushed explanations can lead to misdiagnosis and unnecessary costs. 

By contrast, 86 Repairs' systematic approach to problem assessment means technicians arrive on-site with a clearer understanding of the issue. What’s more is they may already have the information they need to bring replacement parts with them to the restaurant on the first visit, eliminating return trips altogether and allowing for more accurate cost quoting up front. 

Building Sustainable Partnerships That Put Customers First

One of the most impressive aspects of Workman's approach is his commitment to customer value, even when it means less immediate profit for his own business. 

"We prioritize the customer's best interest, even if it means less profit for our business," he shared. "86 Repairs helps us uphold this value by streamlining communication and enabling efficient repairs."

For Workman, extra efforts to establish and uphold trust with restaurant operators pays dividends in the long run, even if it means he brings in fewer total dollars for a single service visit. When he does right by the customer, it’s better for repeat business and for the longevity of the restaurant. Nickel-and-diming restaurants is a short-sighted game, and it isn’t one Workman is interested in playing. 

This philosophy aligns with a broader trend Workman has observed in the industry: a shift from automatic equipment replacement toward strategic repair and maintenance. "Extending the life cycle of equipment, especially older, well-built pieces, can be more cost-effective for customers," he explained.

For multi-unit operators, this trend represents significant savings potential. Rather than facing pressure to replace functional equipment, you can work with service providers who focus on maximizing your existing equipment’s lifespan.

The Growth Mindset That Benefits Everyone

Workman's vision extends beyond individual repairs. He is growing CW Mechanical specifically to serve customers better and combat situations where restaurant operators might be taken advantage of. 

This growth mindset—expanding capacity to improve service rather than just increase revenue—is exactly what restaurant operators should look for in repair partners.

Key Takeaways for Restaurant Executives

The most successful equipment partnerships happen when both sides prioritize problem-solving over assumptions, value clear communication, and focus on long-term relationships rather than quick fixes. 

By working with service providers who embody these principles, you'll spend less time managing breakdowns and more time running profitable restaurants.

Ready to experience the difference quality repair partnerships can make? Contact 86 Repairs to connect with service companies who put your success first.