By: Alexandra Perez
Eddie McDonald discovered his passion for HVAC while working in IT for a manufacturer of industry components, but it was his entrepreneurial spirit and desire to serve both customers and employees that led him to found Zen Air.
From IT to HVAC Entrepreneur
Before Zen Air, McDonald spent years in the IT sector supporting HVAC manufacturers, learning product lines, supplier networks, and the unique demands of the climate-control industry. When his employer was acquired by private equity, most executives exited, and McDonald saw an opportunity to pivot into a field he was familiar with and where demand was likely to remain steady, particularly in Georgia’s scorching summers. “It seemed like a recession-resistant industry…” he recalls, noting that comfort and safety are always vital when heat and humidity strike.
A Franchise Foundation—and Breakaway
McDonald’s entry into the HVAC world began with a four‑year stint in franchising, which gave him training, operational frameworks, and brand recognition. Yet he soon realized that the franchise model—successful in food and fitness sectors—was not entirely suited to a service business that demands local responsiveness and deep technical expertise. Therefore, five years ago, he rebranded his operation as Zen Air, moving beyond the franchise structure. “I actively sought out industry experts and leveraged every available resource—engaging in coaching, consulting with successful HVAC business owners, and immersing myself in continuous learning to improve and grow,” McDonald shares, reflecting on his leadership evolution after founding Zen Air.
Building a Culture of Care
Central to Zen Air’s mission is the well-being of its team. “We want all our employees to succeed,” McDonald explains. He’s worked to cultivate an environment where technicians, installers, and customer‑service reps receive regular training, have clear career-path roadmaps, and enjoy opportunities to thrive. By empowering team members to focus on customer needs and anticipate future issues, Zen Air delivers a breadth of solutions: from quick Band‑Aid fixes to full system restorations. “We need to…anticipate their future needs. We can offer a quick, immediate fix, but we need to offer a broad array of solutions,” McDonald emphasizes, highlighting his dedication to transparency and providing options.
Personalized, Responsive Service
Zen Air’s family‑owned status allows McDonald to maintain a hands‑on role. Customers can reach him directly, ensuring a quick response when issues arise. This accessibility has contributed to positive feedback:
Five‑Star Feedback: “Our team consistently receives excellent reviews for their performance and customer service,” he notes.
Technician Spotlight: Installer Jordan recently earned praise for “explaining everything…in a way that the customer understood,” transforming technical complexity into clarity.
By utilizing tools like SameDay for call handling and implementing automated follow-up messaging, McDonald helps ensure that no customer inquiry is overlooked—a common challenge in the home services industry. While technical automation enhances operational efficiency, McDonald emphasizes that the people at Zen Air will always be the core of the business.
Community Roots and Future Vision
Zen Air spent its first nine years in Suwanee, sponsoring local teams and events before relocating to Duluth. McDonald’s goal is for Zen Air to become “a recognized part of the community,” known not just for its HVAC expertise but also for its involvement and support of neighbors.
Lessons for Aspiring Entrepreneurs
Reflecting on his journey, McDonald offers thoughtful advice for anyone starting a service business: “Prepare for it to take longer than you expect…try to find a mentor, someone who has been successful and can guide you. It’s not a sprint. It’s a challenging, gradual climb. But if you’re clear on your ‘why,’ and dedicated to learning every day, it’s worth it.”
He emphasizes the importance of patience, planning, and ongoing learning—qualities he relied on when rebranding Zen Air and scaling from a one‑man operation to an eleven‑person team, which he hopes to expand further in the years to come.
Defining Success and Legacy
For McDonald, success isn’t solely about financial gain; it’s also about the broader impact of a thriving business. “Success will certainly have financial benefits, but…true success…is rooted in supporting my employees and helping them achieve personal milestones,” he reflects. In five years, McDonald envisions Zen Air as more than just a well-regarded HVAC company. He wants it to be a name that feels like family, a brand built on integrity, and a workplace where people don’t just show up—they grow.
As he balances revenue goals with service excellence and team development, Eddie McDonald’s vision remains clear: craft comfort, cultivate careers, and build deep connections with every customer and community Zen Air serves.
