Brown’s Plumbing & Heating in Steinbach, Manitoba, is a family business. Chad Brown’s grandfather started it in 1974, and his dad owned and operated it for much of its history. A caricature of his image adores the sides of their vans. Chad and his wife purchased the company five years ago with the goal of continuing the legacy, and he’s done a strong job thus far. Since joining CertainPath, sales have roughly doubled, as the company is approaching $3MM in revenue. In a small service area of only 30,000 or so, Brown’s Plumbing & Heating has over 3,2000 Google reviews with an average rating of 4.8. Chad’s clearly been busy implementing a multitude of systems and procedures. The most important changes he's made have been to how the company recruits, onboards, and trains. Chad is a people person, a strong communicator. He learned early that to have a successful service company, he must be surrounded by service-oriented people. He’s done a great job of doing that. As a result, Brown’s Plumbing & Heating has been thriving—and its future is even brighter.

In this interview, Chad talks in-depth about the family business, including how they…

· Strategically plan monthly with his leadership team to keep the business looking and moving forward.

· Avoid wasting techs’ time by the call center always verifying homeowners will be present the next day.

· Keep their callboards full during typical slow seasons thanks to their club membership program and regular outbounding.

· Utilize an inside salesperson to do much of the outbounding calls on unsold opportunities.

· Implement regular training, including relying on outside resources to help strengthen their technicians’ skills.

· And so much more!

Show Notes

The Successful Contractor Podcast is a part of the CertainPath family. CertainPath builds successful home service businesses—and has for 25 years. We do it by providing contractors with a proven path to success, professional coaching, software solutions, and a member community of 1,100+ strong. Doubling your sales, with a 20% net profit, and an inspiring company culture is ALL possible. Let us show you the way.

With CertainPath, Success is Made Certain. Visit www.mycertainpath.com for more information.

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