Building a Good Reputation

A satisfied customer is the best business strategy of all. It’s a philosophy that guides family-owned and operated Done Plumbing and Heating in the Denver-metro area. The residential plumbing-focused construction outfit understands that without a happy customer, there isn’t going to be a return visit, a future recommendation or a growing customer base to expand its size and service offerings. After a decade of operations, Done Plumbing and Heating has found success by building a great rapport with its customers, believing business will continue to increase as long as the customer comes first.

Growing in Tough Times

Done Plumbing formed in October 2000 with four technicians on staff. Today the plumbing, heating, air conditioning and excavation company has a total of 56 employees, including 23 technicians and 10 involved with excavation projects.

With 80 percent of its business coming from residential customers, Done Plumbing prides itself in its customer relations. Keeping customers happy during an inconvenient and usually unhappy time (sewer repairs aren’t always a walk in the park) is the best way to do business, says general manager Michael Hessel. And with the recent economic downturn, Done Plumbing understands the need for penny-pinching and the unhappiness felt by everyone.

“The interactions with the customers have definitely changed in the last few years,” he says. “A lot more negative-type stuff has been in play. People want to try and pick our prices apart more. Customers want to overall be more knowledgeable and understanding of their systems and what’s going on and how they can possibly save money.”

The company has actually seen an increase in business since 2008, mainly because people are more interested in investing in home repairs rather than letting them get out of hand later. The proactive actions of customers have allowed Done Plumbing to continually grow, averaging higher tech sales and more jobs each quarter. Excavation manager Mike Nichols says they have a different excavation project every day in the form of sewer or waterline repair due to unsettled soils, tree roots, pipe settlement, deterioration and everything in between. Since more people are staying in their homes rather than selling, plumbing upgrades are a necessary expense.

“I think the economy has affected people’s decision making process [to] if they’re going to stay in the house as opposed to just flip it in a couple years,” Nichols says. “They’re more willing to invest in a property that they own, with more of a long term mentality [with] repairs and upgrades and more comfort. I think we’ve benefitted from that overall as an industry.”  

Taking Care of Business

An average day with the company can see up to 60 plumbing calls. There are regularly 23 work trucks/vans out in Denver with about $20,000 of inventory inside for any and all plumbing needs. Basic repairs like clogged drains and water heater replacements are tough work as it is, but throw in a daily excavation project and those with Done Plumbing are kept busy.

“We’re replacing sewer and water lines pretty much on a daily basis,” Hessel says. “It’s usually a different job every day.”

Because of its strong residential customer-base, Done Plumbing is mindful of the time and work people put into their yards. After realizing subbing out excavation work wasn’t working well, the company turned to Faris Machinery in Commercy City, Colo., which suggested owning some Wacker Neuson machines. Nichols says the company chose mini excavators for repairs because their small footprint helps to not tear up properties.

“We use the mini excavator with the rubber tracks to help minimize the damage to the customer’s property and city streets,” he says. “That’s the reason we opted to go with that equipment — we want to protect our customers’ properties and not mar up the streets and things like that with metal tracks or bigger, heavier tires.”

The company uses Wacker Neuson machines exclusively, regularly turning to the 5-metric-ton 50z3 model for tight work areas. The 50z3’s zero tail swing design ensures the backside of the unit does not protrude past the tracks.

“That allows us to get into more places and be more versatile in the application,” Nichols says. “For the most part, we can use the excavator for a 2-ft deep hole up to a 14-ft deep hole and not have to change equipment. You don’t know what you’re going to run into sometimes. Things happen and it’s good to have the equipment that’s versatile and can meet all your needs.”

Putting Happiness First

Hessel and Nichols say Done Plumbing’s top priority is customer satisfaction, and the best way to accomplish that is to have great employees out in the field.

“We find guys coming through and interviewing with us and ultimately being hired on to us saying they come here specifically because they’ve heard how our training programs are and how they believe they’re superior from what they are currently being supplied with elsewhere in the industry,” Hessel says. “So our guys are really happy about all those aspects as well, which overall makes us a more knowledgeable and better company.”

Nichols says it’s good to keep employees happy because the trickle-down effect only makes customer relations stronger.

“The company does reward technicians. There are several things the company does to acknowledge good work and being safe and taking care of our customers,” he says. “We reward and recognize those things on a regular basis and encourage those things.”

 

As customers continue to be knowledgeable about their choices and mindful of ways to save money, Nichols says it’s good to be respectful and help them as much as possible.

“As far as excavations are concerned, we will re-lay the customer’s grass for them. We’re careful. We will repair sprinkler lines if they are disturbed during the excavation process. A lot of our competition opts not to do that for whatever reason,” he says. “We feel when you know you have to put something back, you’re going to be more careful in taking it out. We can ensure our customers that we’re not going to damage their property unnecessarily and we will be responsible and accountable for when we do.”

Done Plumbing offers great bonuses to its services to give customers more bang for their buck. The company guarantees one-time service or the customer will get $25 off its service. There is no extra charge for weekends or holidays because plumbing woes don’t take vacation days either. Free estimates on drain cleaning services and sewer and waterline repairs are also a given from Done Plumbing.

“We’re a company that’s committed to our customers. We’re definitely in the community for the long-term,” he says. “We’re growing, we’re here to stay and we’re endeavoring to better our relationships with customers and grow our business in an ethical and honest way.”

Kelly Pickerel is assistant editor of Compact Equipment, based in Peninsula, Ohio.