Celebrating an Anniversary

The three keys to a successful business are right in front of you — great service, loyal customers and dedicated employees.

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It can be tough having a family-run company that spans multiple generations. Many things have to fall into place: the children must want to take over, the business has to be financially sound and it must be able to keep up with the times.

It all lined up perfectly for Frasier’s Plumbing, Heating & Cooling, featured in this issue. Phil Frasier’s grandfather started the company, his dad ran it for several years and now Phil Frasier holds the reins. Technology upgrades over the past year are making the technicians’ work easier.

Frasier’s Plumbing, based in Rhinelander, Wisconsin, is celebrating its 100th anniversary this year. A century is a huge milestone for any business but even more so for a service company, where longevity depends on great service, loyal customers, and a dedicated staff.


It all starts with great service. The owner of North Dakota’s Skooters Plumbing and Drain Cleaning knows that firsthand. Skooter Thompson started the company in 2005 and knew right away he wanted to specialize on the drain cleaning side of plumbing. Few others in the area offered those services.

Much of Skooter’s pipe bursting work comes as the crews are on site doing the drain cleaning. They won’t just clean a drain and leave. They’ll make sure any problems are fixed.

In the First Responder feature, Skooters Plumbing and Drain Cleaning installs a new waterline and sewer line from a city main to a customer’s home, 95 feet away, using pipe bursting. The crews not only accomplished that; they also repiped the entire inside of the home to improve water quality.


Next up: You want customers to keep coming back anytime they need service work.

The easiest way to keep customers is to give them what they want, whether it be quality work or the one fixture from a manufacturer they love. This month’s Product Focus highlights residential plumbing products, from boilers to sealants, fittings, fixtures and more. Take a look, and see what you can start offering your customers.


The final big ingredient for longevity is a dedicated staff. You want a crew who know how to do their job, do it without complaint and always push for the best. Frasier’s Plumbing, Heating & Cooling has such crews, and that’s evident when you are follow them to job sites and watch their interactions with customers.

In the Industry Insider feature, Anja Smith talks about having a staff who can support the owner or manager. Smith, a managing partner for All Clear Plumbing in Greenville, South Carolina, says it takes a while for a new business to grow; the owner shouldn’t be expected to do it all forever.


Is your family company marking an important anniversary — 20 years, 50 years or more? If so, I’d love to talk about your company for a potential Plumber profile.

While companies steeped in history have interesting stories, so do savvy startups and first-generation businesses, and we’re interested in those stories too. By sharing your experience, we hope to pass on great advice to help everyone in the plumbing community.
I’d enjoy hearing from you if you’re willing to share your story. I also welcome your feedback and suggestions for topics we should cover. You can reach me at editor@plumber.com or at 800-257-7222.

Enjoy this issue!


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