In Your Words: Wisdom From 2019’s Profiled Plumbers

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Each year, Plumber profiles individuals and companies who stand out in their fields. Enjoy the best of their witticisms and advice we have collected from 2019’s issues.

Paul Nebrasky
Paul Nebrasky



“Any great company you want to talk about needs to start with customer service. If you don’t have great customer service, you’re going out of business.”

— Paul Nebrasky, owner of Nebrasky Plumbing, Heating & Cooling in Monroe, New York


Sarah and Bradd Conn
Sarah and Bradd Conn

“I would describe Midwestern values as being about your faith, your family, taking care of one another and treating people like you want to be treated. It’s about being hardworking and never giving up. When we are hiring, we make sure anyone we hire will fit our core values. If it takes longer to find someone because of that, so be it.”

— Bradd Conn, owner of American Rooter Plumbing in Omaha, Nebraska


Alex Kramien
Alex Kramien

“We know Sunday is the one day that a lot of people have off, and water heaters don’t fail at a set time — it can happen anytime. So we don’t charge more for Sunday work. Plus, if we do installations on Sunday, then we don’t compete with other companies for those installations on Mondays.”

— Alex Kramien, president of George Morlan Plumbing Supply in Portland, Oregon


Richard Hart
Richard Hart

“We’ve fulfilled our vision of being a company of master communicators. We emphasize excellent communications. It starts when customers first call us to the time a dispatcher calls them to tell them when a technician will actually arrive. And it continues when a technician listens to customers to get absolute clarity on the situation, then answers all their questions and provides options for solving the problem. We work off of the three-win rule, where the company, the employee, and the customer all have to win. If just one loses, everyone loses.”
— Richard Hart, co-owner of Harts Services in Tacoma, Washington 


Kelli and Robert Frank
Kelli and Robert Frank

“We spent a lot of time working on our processes before we could continue to grow. I think one of the worst things a company can do is grow so fast that now the quality lacks.”
— Kelli Frank, co-owner of Four Star Plumbing in San Clemente, California


Jeff Matthews
Jeff Matthews

“If you keep your customers best interests at heart when you are doing the job, it will all come out all right. That’s the way we have always done business.”

— Jeff Matthews, owner of Precision Plumbing & Contracting Services in Temperanceville, Virginia



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