Chad and Amy Hart are the husband and wife team behind Continental Plumbing in New Port Richey, FL. Together, they have built their home services business from the ground up to the strong, eight-truck fleet it is today. They continue their conversation from part 1, highlighting how education and training has strengthened their business and why the trades are such a great source of opportunity for both men and women.

Educating Beyond the Team

Chad and Amy are passionate about training and educating their own team, and paying it forward to other business owners, including their competitors. Their open-door policy allows other business owners to come observe how Continental Plumbing runs their business from the inside out. Chad believes that giving back in this way also pushes them to stay one step ahead of the competition. And Amy has seen how empowering their team with strong educational resources makes for happy employees, which results in happy customers. 

“I think customers know… if our people are happy, the customers will be happy.” - Amy

The Importance of Setting Expectations

At Continental Plumbing, Chad and Amy have seen how important it is to set expectations. When the team understands the expectations and follows through on the values of the company, everyone wins. For example, Amy highlights the importance of having the front desk prepare customers for what to expect, and then it is up for the techs to provide exceptional service.

Chad credits working with a business coach as the driver behind setting these expectations for his team.

“For me personally, what made me get in front of it was a business coach ‘cause they see things from the outside. They don’t see it from the inside like I do so if someone else can sit back and have a thousand-foot view of your company, and they look down and say ‘You know what, this can help you, I’ve seen this work, try this’ a business coach to me is priceless to be honest with you.” - Chad

They will push you, and if you’re not uncomfortable, you’re not growing. 

Amy also emphasizes how important consistent meetings are. These check-ins help everyone stay educated, connected, and focused on meeting expectations.

Lifelong Learning

Chad and Amy both prioritize learning as part of their business success. A few of their methods of learning include:

1. Reading
2. Online webinars 
3. Attending Plumbing-Heating-Cooling Contractors Association (PPHC) and Quality Service Contractors (QSC) events
4. Audiobooks
5. Conventions
6. Listening to older contractors’ advice

Opportunity in the Trades

“I would like to see some of the stigma removed from the trades… you don’t have to go the path of college to have success in life and I think the trades right now really need more people coming into the trades especially because the older ones are getting ready to exit.” - Amy

Chad also hopes to see high schools bring back shop classes on welding, AC, and more. He believes that giving kids a taste of the trades in this way, even just for a semester, could inspire future careers. There is so much opportunity to learn, build wealth, and master skills in the trades that people do not realize. Amy also shares that there is a great need for women in the trades, and that they can bring unique value to the industry.

Advice

Chad and Amy’s advice to fellow home services business owners is:

1. Never sacrifice time with your family for business. You will never get that time back, Your business will always be there.
2. Learn how to say no.
3. People first. Business second. This is how you will find success. 

Learn more about Chad and Amy’s company at Continental Plumbing.