PHCC of Washington News, Fall 2015

PHCC of

Fall 2015

The Official Publication of the Plumbing, Heating, Cooling Contractors of Washington State Association

Spectrum 2015 Career Day Tips Attract. Train. Retain. Gain.

Allied Plumbing & Pumps Makes a Name PHCCWA 2015 Owner’s Event Highlights Center for Urban Waters America’s Car Museum Tacoma Glass Museum (cover image from Chihuly’s Collection)

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www.phccwa.org • PHCC of Washington News • Fall 2015

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FALL 2015

PHCC of Washington PHCC of Washington News is published twice per year for the Plumbing, Heating & Cooling Contractors of Washington Association Greta Flinn, Executive Director PO Box 64580, University Place, WA 98464-0580 Toll Free: (888) 891-9240 Fax: (866) 272-2545 http://www.phccwa.org For information on advertising in this magazine, please contact the publisher: Jim Aitkins • Blue Water Publishers, LLC • (360) 805-6474 jima@bluewaterpublishers.com www.bluewaterpublishers.com The publisher cannot assume responsibility for claims made by advertisers, content provided by the editor, or for the opinions expressed by contributing authors.

Thank You Advertisers:

Bradford White BrassCraft Campbell Nelson Nissan/VW Columbia Hydronics Consolidated Supply Ferguson Hollabaugh Bros and Associates Keller Supply Kolbi Pipe Markers Lakewood Ford Liberty Pumps Metropolitan Industries PriCor Technologies RWC Group RepCo Northwest Saniflo SeeWater Service Roundtable Spartan Services Star Rentals T & S Brass Turbonics Woodford Manufacturing

Contents: 4 6 8 10 12 15 16 23 24 28 30 32 33 36 37 38 4

7 11 27 39 40 2 27 3 32 31 5 19-22 25 29 35 13 37 17 37 14 15 32 9

A Message From PHCCWA President:

A

nother National Convention has come and gone. If you were there, you obviously understand the great value, and the new insights. It was a wonderful time of sharing and learning. Terrific classes and motivational speakers, new ideas and products.

I gained a new respect for the loyalty and commitment that our leaders and fellow members have for our industry. I, also, gained a new perspective on how desperately we need a younger generation to come Gerald Church into our ranks and begin to take the reins. As PHC contractors, we have an obligation to bring up and train that new generation of leaders.

I know from having done it several times in the past that bringing someone from ground zero to being a mature, experienced technician, is a costly process. If you look at our limited work force today, I think you will see that not doing it will eventually cost us our industry. I believe it›s worth fighting for and investing in.

If you get involved w with PHCC, I believe you will get a great return on your investment. I find so much more value here, so many opportunities to better myself, my business, and this profession which has provided a good life for my family for over 40 years.

I am grateful to the man who asked me, «How would you like to learn to be a plumber». My hope is that someone will say that about each of you some day.

Go forth and prosper, Gerald Church President PHCC Washington President J & K Plumbing, Inc.

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From the Desk of the PHCCWA President - Gerald Church Michael R. Copp, New PHCC National EVP A Letter to PHCCWA Members PHCCWA 2015 Owner’s Event Attract. Train. Retain. Gain.

Keeping Your Options Open Allied Plumbing & Pumps Makes a Name Career Day Tips Onboarding: The Millennial Edition Association Executive Council Spectrum 2015 Legionairees Disease: A Deadly Health Risk Don’t Let Your Business Go Up in Smoke L&I Compliance Inspectors Robert M. Cox Humanitarian Award How to Deal With a Bad Online Review PHCCWA Membership Application

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12 15 www.phccwa.org • PHCC of Washington News • Fall 2015

Locally Represented by:

Gordon & Associates 360.566.1470 www.gordonandassoc.com

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PHCC-National Association Names New Executive Vice President

Michael R. Copp

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he Plumbing-Heating-Cooling Contractors—National Association (PHCC) announced that Michael R. Copp has been selected as its new Executive Vice President. Copp will become PHCC’s chief staff officer on Oct. 5, 2015.

Copp most recently was the Chief Operating Officer of the American Retirement Association.

Prior to that position, he was Senior Vice President of Education at the National Association of Home Builders and Managing Director with the Professional Practice division of The American Institute of Architects.

“Michael’s proven expertise in association management, particularly in guiding strategic growth, is a great fit for our organization,” said PHCC President Kevin Tindall. “We look forward to having him on our team as we continue to build a better future for PHCC and the industry.”

Copp has a strong background with trade associations, as well as experience in the construction industry. Among his accomplishments are leading strategic initiatives for long-term growth and sustainability, overseeing the effective and efficient use of resources and enhancing overall organizational capacity and performance. He earned a graduate degree with a double major in Management and Human Resource Development from Webster University, an undergraduate degree in Industrial Science from Truman State University and an associate’s degree in General Studies (with an emphasis in drafting and design) from Cochise College. While earning his degrees, Copp was a mechanical and architectural draftsman/designer working with several design/ build and architectural firms. He also served as a construction draftsman in the U.S. Army between 1980 and 1984.

“We’re seeing a great year ahead for PHCC,” said PHCC President-elect Chip Greene. “With Michael on board, we’ll be furthering PHCC’s mission with education, training, workforce development and public awareness initiatives that will help support the needs of our contractor members and the customers they serve. We are especially excited about Michael’s support of a ‘boots on the ground’ program that will help us engage our members and develop programs to meet their needs.”

Copp will replace current PHCC EVP Gerry Kennedy, who will retire on December 31, 2015.

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www.phccwa.org • PHCC of Washington News • Fall 2015

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SILVANA PLUMBING LLC P O Box 160 Silvana, Washington 98287 Tim Carr, owner 360-652-8500

October 2015 To our fellow PHCCWA members: For those of you whom we haven’t met yet, we are a small plumbing company that has been in business for over 35 years now. We have seen a lot of changes in the economy, government, and the regulations affecting small businesses during those years. Many of those changes have required tough business decisions. We have survived hard times in the past and have learned that one place where we can’t afford to cut is our membership and support of PHCCWA. PHCCWA is our organization dedicated to helping our contractors not only survive the hard times, but succeed profitably in all times. We need this organization more now than ever if we want to continue to prosper. Through PHCC we have met many other plumbing contractors who are willing to share their experience, suggestions, and past mistakes in order to help us all benefit and improve. The networking opportunities are invaluable. It is wonderful to be able to talk with others who understand exactly the nature of the situation and help us find good solutions to the daily challenges we encounter.

As a small business we cannot keep track of all the legislation that might hurt our business. PHCCWA and PHCC national do that for us and let us know when we need to act to support legislation that will help our businesses. They also alert us to act to help stop proposed legislation that would hurt our companies and also what we need to do to comply with new laws as they are passed.

PHCCWA helps us meet our continuing education requirements at minimal cost to us. If we want to be taken seriously as professionals we need to keep up to date on code, new technology impacting our business, and ways to support Green construction/renovation and other areas. In addition, running our businesses successfully requires up-to-date knowledge of personnel issues, risk management, government regulations and good accounting and record-keeping practices. Informative monthly meetings, special low-cost classes and Owner’s Event/Convention seminars not only help our members meet the CEU licensing requirements, but help us learn best business practices as well.

The national PHCC convention has allowed us to attend some top-notch informative and timely classes which are specifically geared to our business and industry. Attending the National Convention has taught us how to run our business better and smarter. We have also had a wonderful time visiting other parts of our beautiful country. We’ve learned, we’ve networked with contractors from all over the US and it’s been an opportunity for a tax deductible mini-vacation!

We would like to encourage all of you to view the dollars spent on PHCCWA membership and fund-raisers as an investment in your own company and our industry. We have seen our membership dollars translate into a more profitable business and a network of contractors willing to offer suggestions and solutions to our challenges. We have made new friends as well.

Membership renewal for PHCCWA will be due soon. Joining our Washington affiliate automatically grants membership on the National level as well. We encourage you to invest in yourself and our industry by sending in your renewal as soon as it arrives in the mail. Why not invite and encourage other plumbing contractors you know to join PHCCWA and enjoy the benefits of that membership? This is an investment with good returns for our businesses and we just can’t afford to miss it.

Sincerely, Tim and Maria Carr Silvana Plumbing LLC

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www.phccwa.org • PHCC of Washington News • Fall 2015

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www.phccwa.org • PHCC of Washington News • Fall 2015

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PHCCWA 2015 OWNER’S EVENT By, Maria and Tim Carr Silvana Plumbing LLC

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very year Tim and I look forward to a fun and enjoyable PHCC Owner’s event and this year’s event September 18-20, certainly met our expectations. This year’s venue was Tacoma, close to home and yet we discovered several new attractions we had never visited. On Friday we met at the Center for Urban Waters along the Tacoma waterfront. Not only did we learn that the Center is involved with several pollution clean-up sites, but also that their facility is a certified LEED facility due to its design. One of those designs is a “green” rooftop of succulent plants that catches approximately 35% of the rain water that passes through it for re-cycled use in the toilets and for irrigation of the landscape. Throughout the tour we learned of the many more energy saving features built in to the building design.

We then went to our event headquarters, the Silver Cloud Inn. We were delighted to find that it was on the water with beautiful views, and a complimentary breakfast with egg dishes, waffles, sausages as well as the usual pastries, yogurt, juice and coffee. That evening John and Toni Keene and Larry and Gerda Fischer treated us to a fun reception with Polish dogs, hor’s d’ oeuvres, drinks and sweets. The “close quarters” really allowed us to get to know each other much better while enjoying some great networking time!

Saturday it was off to the Tacoma Glass Museum where we viewed some of Chiluly’s Venetian glass creations, a very interesting exhibit of children’s designs and an exhibit, in tribute to breast cancer patients, of glass replicas of the forms used in breast cancer radiation. We also had a chance to watch glass blowing in action with a guest artist. Lunch was on our own but we joined several others members for a delicious lunch at The Swiss pub. We had an opportunity to relax and visit while enjoying some good food. Then we were off to America’s Car Museum and a tour of about

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half of the four floors of cars. The tour didn’t include everything because there is so much to see. We learned how the storage space in our vehicles came to be called the “trunk”, how the war affected the car industry even to the extent that chrome was only allowed on the bumper and manufacturers issued certificates so that owners could have chrome installed after the war. We didn’t know that left sided steering wheels came about only after the government felt that there were too many accidents happening when steering was a right or left handed option. Seeing the many beautiful old vehicles and the evolution of style, options and designs was very interesting and informative. After a few hours on our own we re-grouped at Johnny’s on the Dock restaurant for a delicious Salmon or Prime-Rib dinner with the whole group. It was another chance to visit and network.

After dinner there was the usual tension as we all hoped our number would be a prize winner. Thanks to John and Toni Keene and Russ and Jan Crawford for the door prizes which always add fun to our event.

Sunday many of the members gathered at the Spar Tavern for breakfast and a roundtable discussion.

This was an opportunity for those present to bring up problems, challenges, possible solutions and ideas for consideration by the membership.

For Tim and I it was, as usual, a fun and relaxing time to get-a-way from the phones and our “should” list (the things we “should” be doing). At the same time we enjoyed the opportunity to visit our PHCC friends, network with colleagues, problem-solve and receive encouragement – and it’s tax deductible!

A big “THANKS” to Greta, Kristi and John for all their hard work in putting together this event. Thanks also to those who contributed so we could have an enjoyable Owner’s Event. We hope to see many more members at next year’s event! www.phccwa.org • PHCC of Washington News • Fall 2015

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Attract.

Train.

Retain.

Gain.

Attracting & Training Top Industry Talent: What Can You Do Now?

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he projected worker shortage in the p-h-c industry is staggering. According to PHCC, the trades will need 21 percent more plumbers and 21 percent more HVAC technicians by 2022 … in addition to replacing workers who retire!

Many companies already are facing problems finding qualified workers, and there are more challenges to come.

PHCC and the PHCC Educational Foundation have implemented a special task force to assess ways p-h-c businesses can attract, train, and retain the next generation of skilled workers. In the meantime, here are some suggestions on how you can develop the workforce you need … now and in the future.

ATTRACT Things you can do in your area!

• Share your passion with local schools: lead a Career Day presentation and spark an interest in a student who hadn’t considered a plumbing or HVACR career; head a discussion on trade occupations at a PTA or PTO meeting; establish a co-op plumbing program in your local high school.

•

Talk with school officials about the importance of career and technical education.

•

Mentor students of all ages; start with your local Scouting troops (Boy Scouts of America offers merit trade badges, including plumbing, welding, drafting, and – coming soon – HVAC; learn more at www.meritbadge.org).

•

•

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Invite students and young adults to “shadow” you for a day to get a real-life perspective of a “day in the life” of a p-h-c professional.

Partner with your local community and technical colleges on developing a shared vision for student

outcomes and collaborating on both curriculum and instructor training.

•

Bring industry partners into the conversation; work with manufacturers, wholesalers, etc. on establishing a relationship with a school by donating equipment, materials, or classroom assistance time.

•

Educate your elected officials about the critical need for Career and Technical Education (CTE) and workforce program funding; call their offices or write a letter.

•

Use social media. This popular marketing platform is a great way to promote why people should consider choosing the p-h-c profession – education alternatives, solid wages, comfortable living, contributions to public health and safety, opportunities for hands-on work, emerging hightech possibilities, etc. When possible, add photos and video for added impact.

•

Promote technology in the trade. Heightened energy efficiency standards have dictated even more hightech products and tools in the industry, perfectly suited to today’s young people.

•

Show career growth opportunities; the construction industry not only presents prospects for business management and ownership but encompasses multiple career paths, such as accounting and marketing, even technical writing and law.

•

Support and tap into the PHCC Educational Foundation’s scholarship program, this year awarding $77,500 in scholarships to apprentices or students entering a course of study directly related to the p-h-c industry. www.phccwa.org • PHCC of Washington News • Fall 2015

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TRAIN The PHCC Educational Foundation has proven tools designed to help contractors train the next generation of skilled workers.

Put these resources to work for you: • A complete four-year series of plumbing and HVACR textbooks (using Dept. of Labor-approved curriculum); also available in eBook format.

•

•

RETAIN Once you recruit and train skilled workers, how do you keep them?

• Make sure your company has the perfect system for employee development and the right type of work environment to keep new and existing employees.

A four-year plumbing and HVACR online eLearning program designed for students who cannot attend a traditional classroom setting.

A series of plumbing assessment tests for each year of apprenticeship in a traditional four-year program; also can be used as an entry-level journeyman test.

•

Plumbing and HVACR competitions, including SkillsUSA (www.skillsusa.org) and the PHCC Educational Foundation’s popular apprentice contests at the annual CONNECT conference.

•

An instructor training program: the HVACR & Mechanical Conference for Education Professionals.

For more information, visit http://foundation.phccweb.org/.

•

Serve your community … because you’re a part of that community; get involved in local charities and needs, and model that commitment to your employees.

•

Share your craft with the next generation, and pass on the traditions and pride built in this trade!

WE ALL GAIN! You have the power to keep our industry strong, but you must get involved!

A little work goes a long way in protecting you, your company, your family, your future. Start attracting and preparing the next generation of skilled workers … today!

PHCC and the PHCC Educational Foundation can provide everything you need to get started … plus watch for new strategies and tools coming soon.

Visit www.phccweb.org, or e-mail membership@naphcc.org to find out more about PHCC!

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www.phccwa.org • PHCC of Washington News • Fall 2015

Keeping Your Options Open

L

ike most business owners, you are concerned primarily with running your day-to-day operations and growing your business—oftentimes, planning for your retirement may be secondary. According to a 2009 study of small business owners, less than half (47 percent) of the business owners surveyed had a way to save for retirement that was set up through their business. Twenty-eight percent were not saving at all!

For those looking for a simple, yet effective, source of supplemental retirement income, an excellent option may be a permanent life insurance policy. The cash value in the policy accumulates on a tax-deferred basis during your working years, and can be withdrawn tax-free during your retirement years (in the form of policy loans and withdrawals). Unlike qualified retirement plans, such as a 401(k) or IRA, the contributions are not pre-tax. However, the policy does offer you significant flexibility.

• In addition to the ability to avoid income tax on policy loans or withdrawals, there are no limits on when money can be taken. Money may be loaned from the policy, or you may take withdrawals from the cash value as soon as such values exist.

Unlike most retirement plans, which impose early withdrawal penalties until age 59½, values in permanent life insurance are accessible to you without waiting.

Further, with a life insurance policy, withdrawals or loans are not required after age 70½ if they are not needed.

• The income tax-free death benefit can provide a ready source of funds for surviving family members to meet their income needs in the event of the business owner’s death.

• Although premiums are paid with after-tax dollars, these dollars may be deductible to the company as compensation for C corporation owner-employees (and non-owner key employees).

Keep in mind each individual’s financial needs are unique.

Borrowing from a life insurance policy or surrendering coverage to access a policy’s cash value may not make sense for everyone. On the other hand, a permanent life insurance policy can protect your family and offer you options.

Source: LIMRA Small Business Owners: 2009

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News • Fall 2015

12/18/14 10:48 AM15

Washington Plumbing Contractor Makes a Name The crew at Allied Plumbing and Pumps includes (from left) Blanca Lehman; Cindy Smiley; Andrea Skube; Korey Kory Kase; Kevin Britton; Paul Dahlstrom; Jadens Miley; Tyler Allen; and owners Zack Smiley and Ron Smiley. (Photography by Jeff Smith)

Diverse services and the power of promotion help young plumber build a successful company

By Marian Bond

R

on Smiley understands the power of good promotion. The owner of Allied Plumbing & Pumps in Chelan, Washington, has two buildings that display his signage prominently, and customers have noticed.

Smiley first opened the business in 2009 but soon went on hiatus so his wife could attend college in Spokane.

When he returned to the business full time in 2013 with his brother, Zach, he bought a strategically located building and put up a large company sign. Things quickly grew from there.

All in the name Smiley had always envisioned his shop as a 24/7 full-service provider. He opted away from calling the company Smiley’s Plumbing or Lake Chelan Plumbing in favor of Allied, because he felt it was more encompassing and created a better perception. He had the vision from the inception.

Although he started with the most basic of services, it wasn’t until the re-emergence of Allied that he and his brother expanded into CCTV, drain cleaning, jetting and pipe bursting in addition to traditional plumbing.

By mid-2015, the company was running seven service vans each with approximately $8,000 in inventory. There are now six technicians and three office staff, and Allied has

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quickly become a premier service provider in Chelan and nearby Wenatchee.

When a service call comes in, the company’s ServiceTitan software system helps determine which truck is best suited to go on that call. All technicians have expertise across disciplines, but Smiley says they triage the calls coming in to decide which individual they want to respond.

Around the lake Chelan and Wenatchee are situated on Lake Chelan, a 52-mile-long lake in the middle of the state. Total population of the two towns is a little over 45,000 permanent residents, but during the summer there is an influx of vacation home owners and everything gets busier.

While Allied Plumbing & Pumps was on hiatus in the lake area and Smiley was in Spokane, he was doing more than just working in the field. He was also observing and learning many of the finer points of customer relations, advertising and new technology.

“While working in Spokane, I was introduced to pipe bursting. The firm I worked for would occasionally sub out one of those jobs,” Smiley says. “I was wowed by it — so impressed. I had a chance to talk with the owner of the system. I realized the benefits to the customer, particularly www.phccwa.org • PHCC of Washington News • Fall 2015

www.phccwa.org • PHCC of Washington News • Fall 2015

17

in our area, and for the profit potential.”

Smiley elected to include pipe bursting in his “rebirth.”

He initially subbed out those jobs but was soon in a position to buy his own HammerHead system. Pipe bursting has become a major contributor to the bottom line for Allied, representing 25 percent of revenue. Standard plumbing makes up the bulk of the work, while drain cleaning and jetting make up the rest.

About half the company’s overall work is residential.

The approximately 16 small cities around the lake, most with sewer systems, don’t always allow open-dig pipe replacement, which means pipe bursting is playing a significant role by providing a viable alternative for properties protected by strict dictates to preserve older structures.

Because of these challenges, homeowners faced with a need for sewer repair or replacement often turn to pipe bursting because it is acceptable to the municipalities and limits disruption.

Since Allied is the only company in the area offering pipe bursting, municipalities often refer distraught homeowners to the company. Other area plumbing and drain companies also call on Allied to provide pipe bursting for their customers.

Another unique aspect of the lake is that some communities are not readily accessible by road. To serve these areas, Allied loads their equipment onto a customized pontoon boat and hits the water. The company also has licensed drivers for any work that is required on the lake itself. Some homes draw lake water for domestic and potable use, and the company services the submersible pumps that are on the lake bed, following all regulations carefully.

Allied has put a lot of effort into promoting all of its services, but particularly pipe bursting. In 2015, they launched a significant advertising push for that process in a commercial being shown on stadium billboards and movie theater screens.

The menu grows During his time in Spokane, Smiley saw the advantages of having a trailer jetter, and he added that to his wish list.

“I looked at the franchise operations in Spokane and saw they would have several trailer jetters,” Smiley says. “I also saw and experienced that using a more powerful jetter was a much better way to clear a line. I figured the big companies had that equipment for a reason.”

In 2014, he was finally in position to purchase a larger jetter and chose a Spartan Ultimate Warrior Hydro-Jet (4000 psi at 18gpm). It has become an important asset for the business.

In addition to the jetter, Smiley also knew the benefits of having a reliable camera system, and that was at the top of the list when he reopened his shop. “That was a day-one purchase.”

He has a Spartan 200 camera, and a NaviTrack locator from RIDGID. The pipe bursting systems are HammerHead HDD pipe pullers with a variety of heads. He also added directional boring equipment from Pow-r Mole.

18

His fleet includes a variety of Ford and Chevrolet vans and trucks, along with a Bobcat E-35 compact excavator and a 22foot custom-made pontoon boat.

Stretching the borders Allied operates out of a 3,000-square-foot building on a 1-acre lot in Chelan. They have office and warehouse space, and as noted a company sign that is prominently displayed.

When the Smiley brothers contemplated expanding into Wenatchee, they considered a billboard on a major thoroughfare. When reviewing that cost, it was decided it made more sense to buy a building along that route and put up another sign on the building. The exposure has been beneficial, and the cost not that much greater than the billboard.

They opened a 3,400-square-foot building on the main route into town, and they are specifically promoting pipe bursting in this region.

Smiley is a firm believer that having a building in view of the public is a superior method of advertising and building name recognition.

Building the team Finding technicians is a universal issue and a significant challenge for Smiley. Despite advertising for technicians throughout the area and into Spokane, the response is often disappointing.

“We currently have a woman who is getting her plumbing license, and we will be pleased to have her on our team. Since we have a large population of Hispanics in the area, we are also fortunate to have a bilingual technician.

“For potential employees, we will offer a two-week training experience and have a candidate riding with one of our technicians before agreeing to a commitment to hire.”

He says they invest heavily in safety training, and technicians are all fully licensed and trained for confined space entry.

Smiley considers himself very fortunate to be in this business. He has family members who have operated plumbing companies in other regions of the country very successfully, and this has been an inspiration for the young entrepreneur.

Still, he says having his own experiences and forming his own path has been extremely rewarding as the business continues to grow.

He is particularly grateful for the guidance he has received since joining PHCC (Plumbing Heating Cooling Contractors) and the networking opportunities he has shared with other contractors out of his immediate area who have been in the industry for many years.

“It was like having someone take you under his wing,” Smiley says. “Those people have been willing to offer suggestions, insight and counsel every step of the way — very helpful for our efforts. I give the organization a lot of credit for the position we have attained here in our area.” www.phccwa.org • PHCC of Washington News • Fall 2015

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2100DC

MPPIII JSPII

Entry level backup protection that uses a 12 volt DC pump that will run when there is a power outage. This system comes with a DC backup pump with standard switch, an 8 amp charger unit with audible alarms and battery box.

www.phccwa.org • PHCC of Washington News • Fall 2015

vative pumping ver been simpler

5

6

7

dable lineup ever 5 Sumpro

Our most recognizable battery backup power source. Features include easy to read LCD screen for real time monitoring, alarm contact for remote monitoring and notification, solar & wind inputs for battery charging, improved charging circuit and high inrush capability.

6 35 ACi+

Our fully automatic auxiliary power source system that provides 51 GPM at 10' of TDH. This system comes with a ⅓ HP primary pump, Ion+ high water alarm/switch, power inverter with LED screen and battery box.

7 55ACi+

Our fully automatic auxiliary power source system that provides 65 GPM at 10' of TDH. This system comes with a ½ HP primary pump, Ion+ high water alarm/switch, power inverter with LED screen and battery box.

Questions?

We’re here for you. 815-886-9200 or ionproducts.net

www.phccwa.org • PHCC of Washington News • Fall 2015

21

Basement flood protection just got a lot easier

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Introducing the Ion+ pumps 1

Pumps come fully assembled with high water alarm.

2

Proven to pump more water than pumps with similar HP rating.

3

Cast iron and stainless steel construction for increased durability.

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Low amp draw makes these pumps ideal for battery backup systems.

Econ Sump Package 18" x 24"

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Install with confidence Our packages come complete with every part needed to ensure a quick and seamless installation.

Questions?

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22

www.phccwa.org • PHCC of Washington News • Fall 2015

Career Day Tips Career Days can be a great way to recruit workers for your business!

BEST OPTIONS FOR YOU To identify the best options for a career day event, consider a range of possible target audiences and venues: • Schools (elementary to high school) • Community Colleges • Trade Schools • Scouting Meetings • Orphanages and Foster Care Organization (give them a bright alternative to a college education!)

• Military Organizations (including your state’s Department of Veterans Affairs) • Local Fairs • Your Own Shop (invite students and others in your community) RELATIONSHIPS ARE KEY Start by building relationships. Create a school/work partnership with schools in your area. Schedule a meeting with other contractors to meet with key educators in your area. Seek out school counselors to present the positive aspects of a p-h-c career path. Help them along and demonstrate the proven success of life in the trades. Participate in curriculum development in high schools, trade schools, and community colleges.

At the same time, reach out to other organizations in your area, like the Scouts, Veterans, job fairs, etc., to investigate ways you can partner with them.

GET THEIR ATTENTION! Once you identify a Career Day opportunity that is best for you, it’s “Showtime.” When it comes time to “make your pitch,” make your presentation fun, and speak from the heart.

• Include visuals in any promotional materials you use.

People respond more to pictures, videos and interactive activities than just words.

• Bring products you stock and/or tools and let them try them out. (Be sure to consider the age of the “users,” though, and have proper safety precautions in place.)

• Relate on their level. If you’re speaking to young students, for example, explain in basic terms how “p-h-c systems are part of every home, building, sports stadium, and school.” www.phccwa.org • PHCC of Washington News • Fall 2015

•

• •

Use your surroundings as a perfect example to show p-h-c systems at work. For example, if you’re in a classroom that has a sink with an exposed piping system underneath, use that to explain drainage and supply.

Give your audience a glimpse into all that’s involved in a “day in the life” of your job.

Pump up the benefits! o Explain the multiple career opportunities in your profession, from technicians and project managers to technical writers, marketing managers, and accountants. o Show the variety of skills needed, such as analyzing and solving problems; using computers and diagnostic equipment; and working independently. o Explain job security, salaries, career ladder and benefits. o Show the importance of the p-h-c industry to the health and safety of your community … and the world (protecting water supplies, preserving energy resources, etc.). Explain, for example, that “plumbers do more than fix a leaky toilet. o Share success stories. o Make sure you have plenty of business cards available to hand out to students. o Have a mechanism for students to provide their contact information to you for follow-up. o Bring giveaways! This could include information on your company, business cards, a “Day in the Life” handout, and tokens with your company logo and website (screwdriver, tape measure, etc.)

AFTER THE EVENT • Send thank-you notes to both attendees and those who helped you arrange the event (school administrators, guidance counselors, etc.). Encourage the educators to save your information for future events. Ask for any feedback of your participation and suggestions for future events.

• Invite attendees to visit your business and/or shadow you for a day.

• Send a press release and photos to local media and post information on social media. You may reach other potential recruits, plus you’ll gain great exposure for your company.

23

ONBOARDING: The Millennial Edition

Prepared for the PHCC Educational Foundation by TPO, Inc.

W

hen you hire employees in their 20s and 30s, the next step -- as with any other group of employees -- is onboarding. Onboarding happens in the few months after hiring and extends beyond first-day orientation. Effective onboarding can help your employees be productive sooner, and the more they understand your company’s culture, how to do their jobs, and what’s expected of them, the more likely they are to stay with the company.

There are generally four steps to onboarding: 1. Introduce your new hires to your company’s culture 2. Train them 3. Set expectations for your new hires and clarify them along the way 4. Evaluate your new hires’ progress and provide feedback Now let’s see how these ideas can be applied to millennials.

24

THE MILLENNIAL GENERATION Millennials were born between 1979 and 1999. They are a growing part of the workforce.

Today, millennials account for about 25 percent of the workforce, and by 2020, they will constitute 46 percent. They will need to be an increasing part of your company’s new hires in the future and will eventually start to take over leadership roles.

As if that’s not reason enough to focus on this group of employees, millennials bring many positive attributes to the workplace. This group has been identified as collaborative, resourceful, innovative, driven to learn, and excellent at communication.

Just like other generations, millennials have particular needs and wants in the workplace. By recognizing what distinguishes these workers, you can better onboard them and improve your chances of retaining them.

www.phccwa.org • PHCC of Washington News • Fall 2015

PriCor Technologies LLC

Sewer t Water t Drainage t Excavation

Office: (206) 258-5270 Fax: (206) 575-7974 Email: dispatch@pricortech.com PriCor Technologies is built around helping plumbers and underground contactors grow their businesses by adding capacity to their current service offering. We invite you to utilize our personnel and equipment as if they were an extension of your own company. We will provide you with the ability to offer more services to your customers without the need to purchase more equipment and hire more employees. When you need us, call us, and we will be there to help.

combining capacity with ability and agility Safety First!

• We hire only trained, professional equipment operators, laborers and dump truck drivers • All of our employees have received competent person training • We have weekly safety meetings • Our employees are required to wear personal protective equipment on every excavation site • Trench shoring is always used when required

Add capacity to your business: • Camera Inspection • Hydro Jetting • Spot Repair/Cleanout Install • Pipe Bursting • 2 Cure in place pipe installation crews • Right of Way excavation incuding street excavation • Concrete and asphalt restoration both private and Right of Way • 24/7 Emergency service including all major holidays • Highly technical with unique problem solving capabilities

We are NOT in business to compete with you!

• We do not market our services to the residential market • You will not find us advertising on television, radio, print or online • We work exclusively business to business • All of our business comes through forming partnerships with plumbers and other underground contractors

Maximize your marketing dollars and add to your bottom line • We help you extend your service offerings beyond typical plumbing services • All of our efforts revolve around making sure you capture and retain every call that comes to you: Never say “No” to a call • You will not need to buy equipment or hire more employees to grow your business • We assume all of the risk for the work we do for you

Side Sewer • Excavation • Trenchless Technologies PRICOTL865KZ

www.phccwa.org • PHCC of Washington News • Fall 2015

25

HOW TO LEVERAGE THE CHARACTERISTICS OF MILLENNIALS TO EFFECTIVELY ONBOARD THEM Introduce your new hires to your company’s culture.

Considerations: Millennials look for the following in a company’s culture: making the world a better place, collaboration, working with more of a coach than a boss, challenging work, a flexible schedule, work-life integration, a fun environment, and a sense of community.

Applications to Onboarding: Emphasize these aspects of your company in the onboarding process. For example, highlight that your company provides better products and services that are environmentally friendly and help save customers money; that employees learn via apprenticeship, so training is more collaborative; that employees can continue to learn about new technologies and techniques; that the work schedule can be flexible depending on customer needs; and that employees are encouraged to learn from and support each other in the course of work operations.

TRAIN YOUR NEW HIRES Considerations: When training millennials, keep in mind that: • They have been surrounded by constant communication – whether in person, via text message, or through social media.

•

They appreciate structure.

•

They are used to having adult role models and adults’ help in navigating the world.

•

As mentioned above, they want bosses who will be their coaches and mentors.

•

They are committed to learning, want to learn quickly, and will ask a lot of questions.

•

They want to continue learning, even if their initial training has ended.

Applications to Onboarding: • Emphasize communication. Spell out the exact details of what the employees’ jobs entail and lay out the steps they need to take to be successful.

•

•

26

Don’t assume knowledge of job requirements; aspects of a position might not be as clear-cut to millennials as to workers of different generations because these younger employees grew up at a different time. A position at your company might very well be a millennial’s first job.

Apprenticeships will help millennials learn on the job and work with their supervisor as more of a mentor than a boss. They will be able to ask questions and absorb the training more effectively in the environment where they will actually do their jobs. Also, as men-

tioned above, millennials thrive in collaborative and team environments, and working with a mentor will play into that characteristic.

•

Keep open the lines of communication between millennials and their mentors even after an apprenticeship period has ended. Also, tap into any training resources available to your company, for example, through PHCC.

SET EXPECTATIONS FOR YOUR NEW HIRES AND CLARIFY THEM ALONG THE WAY. Considerations: Millennials need and want to know what’s expected of them, are goal-oriented, and want to have a voice in the terms of their jobs.

Applications to Onboarding: Transparency is crucial. Clearly set the boundaries: what you need from your team, what the rewards are for good performance, and what the consequences are for poor performance.

Make setting expectations a two-way street. Ask your new hires what their expectations are and be realistic, honest, and respectful in response.

EVALUATE YOUR NEW HIRES’ PROGRESS AND PROVIDE FEEDBACK. Considerations: Millennials in general grew up with parents who sought their input and with a reward-based system, so they value feedback and praise. They want to excel.

Applications to Onboarding: Communication is crucial: Give millennials immediate and regular feedback on what they need to work on and what they’ve done well. Recognition for a job well done will give them a sense of accomplishment and make them feel appreciated.

Also, inviting these employees to share their ideas during the assessment process will give them the sense that your company values their input.

Millennials are a crucial and growing part of the workforce.

With proper onboarding reinforced by a clear structure, collaboration, and communication to integrate them into your company’s culture and get them off on the right foot, these young workers can bring their creativity and drive to your company and thrive there.

This content was developed for the PHCC Educational Foundation by TPO, Inc. (www.tpo-inc.com). Please consult your HR professional or attorney for further advice, as laws may differ in each state. Laws continue to evolve; the information presented is as of March 2015. Any omission or inclusion of incorrect data is unintentional. Please note this article is not intended to provide legal advice or to substitute for supervisor employment law training. www.phccwa.org • PHCC of Washington News • Fall 2015

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www.phccwa.org • PHCC of Washington News • Fall 2015

27

Association Executives Council

Spectrum 2015

By Greta Flinn

T

he Association Executives Council of PHCC is an “association within an association.” Its members are the paid staff of local, state and regional PHCC-National Association affiliated associations. AEC advocates for professional staff and helps members develop an understanding of their role with volunteer contractors, officers, and directors.

AEC works with PHCC national staff to design conferences and programs, which will make members’ jobs easier and help them develop good working relationships with their contractor members. They promote professionalism of PHCC association executives through seminars, information-sharing and by encouraging local and state associations to employ professional staff.

AEC members are provided the latest information to make them more effective at their jobs. An AEC Resource Manual has been updated to provide the new and seasoned PHCC Executive with needed materials at their fingertips.

This members’ only resource is available on CD and includes sections on law, finance, membership, staffing and more. The AEC Post provides association management information and ideas geared to the 2015 AEC President Jim Pendergrass and AEC Founder Betty Gill professional staff of PHCC’s affiliates.

Each year the AEC meets for their annual Spectrum Conference. Seattle, Washington was the destination for this year’s Spectrum Conference July 21st – 23rd at the Hilton in downtown Seattle.

The theme this year was “Moving the Needle in Association.” AEC Spectrum Management Conference is dedicated to education, networking, information-sharing and building deeper relationships between execs. This conference provides a base for association managers to embellish and hone their professional skills, and create a compelling vision for the future of their association. We were honored this year to celebrate the AEC’s 25th Anniversary with special guest, Betty Gill. Betty founded AEC in 1990in Chicago, Illinois.

2015 AEC Spectrum Attendees

28

www.phccwa.org • PHCC of Washington News • Fall 2015

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PARTS & SERVICE VISIT OUR WEBSITE AT WWW.RWCGROUP.COM 29

Legionairees Disease:

A Dangerous and Deadly Health Risk

By Larry Fischer, Prima Plumbing

L

egionnaires’ disease came upon us suddenly after some elderly American Legion members in convention at a Philadelphia, PA hotel in 1976 became ill and succumbed with pneumonia like symptoms. This disease outbreak was finally traced to the hotel cooling system. The bacteria had become airborne and infected the respiratory system of the victims.

Slowly over the years more information has been developed and made known in both the health care industry as well as the plumbing, heating, cooling and refrigeration industry. The American Society of Heating, Refrigerating, and Air-Conditioning Engineers (ASHRAE) has taken the lead in confronting the issue and conducted multiple studies and began gathering information. With this newfound information ASHRAE has developed both guidelines and standards to minimize the exposure of the bacteria in plumbing, heating and cooling systems. In the effort of health and safety, ASHRAE has published Guideline 12 and Standard 188P Draft 4 to provide information on how to identify building systems at risk and minimize the potentially deadly problem.

Legionella bacteria is a single cell type which is prevalent in virtually all water environments, however, it only becomes dangerous when in a stagnant system or a system with a temperature range of 68° to 122° Fahrenheit. As one can see the building hot water and cold water systems fall into this temperature range. Of course

30

the hot water temperature mandated not to exceed 120° Fahrenheit puts the storage device and the building at risk.

When the bacteria is left in this condition for a period of time it can colonize quickly and dramatically. It becomes a serious health hazard when the bacteria is released into the air through aeration and is inhaled. People with a compromised immune system become a potential victim.

The disease manifests itself as pneumonia and is often treated as such, like how it was in Philadelphia, but this treatment is usually unsuccessful. A healthy person may be exposed to the legionella bacteria but not become ill.

Ten years ago ASHRAE maintained up to 25% of the U.S. population had been exposed to the bacteria if testing had been done on the entire population.

Viega LLC from Germany became aware of this issue and for many years has utilized their researchers and engineers to study and design fittings to circulate water in systems with both hot and cold water applications.

The company has made an effort to bring this situation forward so the PHC Industry can properly recognize and structure the systems to alleviate bacteria growth and contamination danger to building occupants. Information is available at viegawaterquality.us.

We, as PHC and refrigeration professionals, are square in the middle of this issue and many of us have much to learn in a short amount of time. PHCC National Association will be more involved with this issue as more information is brought forward for our edification and use.

www.phccwa.org • PHCC of Washington News • Fall 2015

Commercial Truck Sales

Lakewood Ford’s Fleet department’s designation as a Business Preferred Network (BPN) means we understand the demands of running a business. Our goal is to make your vehicle selections and purchases as stress-free as possible while accommodating your demanding schedule and budgets.

LAKEWOOD FORD KEEPS A SOLID INVENTORY OF TRUCKS AND VANS USED BY PLUMBING AND HEATING/COOLING CONTRACTORS Some of the services we provide include: • PHCC Association incentive programs for PHCC members.

• Coordination of your commercial vehicle’s aftermarket equipment installations.

• Delivery of your vehicle purchase to your place of business in the Puget Sound area.

• Ford Credit commercial financing and leasing programs to keep your business moving.

• Ford Commercial Line of Credit program.

For Ford’s commercial truck and fleet product information contact:

at

125 t i x e d I-5 an

Dan Gomez Fleet Manager, Commercial Truck Sales 800-782-4760 | 253-219-9582 mobile dgomez@lakewoodford.net Lakewood , WA 98499 31

Don’t Let Your

Business

Go Up in Smoke

A

ccording to the National Fire Protection Association, U.S. municipal fire departments responded to an estimated 1,240,000 fires in 2013, which resulted in more than $11.5 billion in financial loss, injured more than 16,000 people, and killed more than 3,000.

We at Federated Insurance have seen the results of this kind of devastation first-hand. And, what we find most alarming is that the vast majority of fires are avoidable. An indepth study of Federated clients’ fire-related losses shows the leading causes to be: > Spontaneous combustion of improperly stored, oilsoaked rags and other combustible materials > Over-loaded electrical circuits and improper use of electrical cords and surge protection > Careless smoking > Improper storage of flammable liquids Each of these fire risks can be avoided by following proper prevention steps.

In recognition of Fire Prevention Week, October 4-10, 2015, we are encouraging all business owners to create a fire prevention plan that includes inspecting their facilities for major fire hazards. In early October, all Federated clients will receive an updated Fire Safety Checklist, which is intended to help evaluate their fire risk. This updated checklist, and many additional fire prevention resources, including an employee training video, are available from your Federated marketing representative, Federated’s Shield Network®, and our Risk Management Resource Center.

For more information on this and Federated Insurance’s other risk management programs, or to locate your local representative, visit www.federatedinsurance.com, or call 1-800-533-0472.

32

www.phccwa.org • PHCC of Washington News • Fall 2015

L&I COMPLIANCE INSPECTORS Contact the appropriate inspector in the county where the work is being performed to report uncertified plumbers and plumber trainees. Provide an exact address of where the work is being performed.

You can also report fraud online or call 1-888-811-5974.

L&I COMPLIANCE INSPECTORS REGIONS 1 & 2 L&I COMPLIANCE INSPECTOR SUPERVISOR REGIONS 1 & 2 (NORTH TEAM) King County North to Whatcom County Scott Nielsen, Supervisor 729 100th Street SE Everett WA 98208 Phone: 425-290-1415 Email: Scott.Nielsen@Lni.wa.gov

Snohomish, Skagit, Whatcom, Island, and San Juan Counties Tim Barchenger 729 100th Street SE Everett WA 98208 Phone: 425-290-1397 Email: Timothy.Barchenger@Lni.wa.gov Jason Burt 729 100th Street SE Everett WA 98208 Phone: 425-290-1355 Email: Jason.Burt@Lni.wa.gov King County - Eastside Dennis Sampson 616 120th Avenue NE Suite C201 Bellevue WA 98005 Phone: 425-990-1464 Email: Dennis.Sampson@Lni.wa.gov Dean Waltier 616 120th Avenue NE Suite C201 Bellevue WA 98005 Phone: 425-990-1454 Email: Dean.Waltier@Lni.wa.gov

www.phccwa.org • PHCC of Washington News • Fall 2015

King County – South and Westside Mat Jackson 12806 Gateway Drive Tukwila WA 98168 Phone: 206-835-1083 Email: Mathew.Jackson@Lni.wa.gov Erik Sackstein 12806 Gateway Drive Tukwila WA 98168 Phone: 206-835-1100 Email: Erik.Sackstein@Lni.wa.gov Joaquin Perez 12806 Gateway Drive Tukwila WA 98168 Phone: 206-835-1068 Email: Joaquin.Perez@Lni.wa.gov Seattle Tyler Remington 315 5th Avenue S Seattle WA 98104 Phone: 206-515-2813 Email: Tyler.Remington@Lni.wa.gov

33

L&I COMPLIANCE INSPECTOR SUPERVISOR REGIONS 3 & 4 (SOUTH TEAM) Clallam South to Klickitat County Reed Despain, Supervisor 711 Vine Street Kelso WA 98626 Phone: 360-575-6933 Email: Harry.DeSpain@Lni.wa.gov L&I COMPLIANCE INSPECTORS REGIONS 3 & 4 Jefferson, Clallam, Kitsap - North Brent Sloman 500 Pacific Avenue Suite 400 Bremerton WA 98337 Phone: 360-415-4036 Email: Brent.Sloman@Lni.wa.gov Mason, Grays Harbor, West Thurston Steven Dalthrop 7273 Linderson Way SW Tumwater WA 98501 Phone: 360-902-5220 Email: Steven.Dalthorp@Lni.wa.gov Pierce, Lewis and East Thurston Frank Fazekas 950 Broadway Suite 200 Tacoma WA 98402 Phone: 253-596-3894 Email: Francis.Fazekas@Lni.wa.gov Pierce, South King, and Vashon Island Danny Zeth 950 Broadway Suite 200 Tacoma WA 98402 Phone: 253-596-3805 Email: Danny.Zeth@Lni.wa.gov Clark – South Vancouver, Skamania, Klickitat Rick Joner 312 SE Stonemill Drive Suite 120 Vancouver WA 98684 Phone: 360-896-2392 Email: Rick.Joner@Lni.wa.gov Wahkiakum, Pacific, and North Clark Dale Partin 312 SE Stonemill Drive Suite 120 Vancouver WA 98684 Phone: 360-896-2327 Email: Dale.Partin@Lni.wa.gov 34

L&I COMPLIANCE INSPECTOR SUPERVISOR REGIONS 5 & 6 (EAST TEAM)

DETECTION TRACKING UNIT – L&I MAIN OFFICE

Eastern Washington Counties Steve Rushing, Supervisor 509 Grant Road East Wenatchee WA 98802 Phone: 509-886-6552 Email: Steve.Rushing@Lni.wa.gov

Supervisor Mary Jo Boies, Supervisor 7273 Linderson Way SW Tumwater WA 98501 Phone: 360-902-6210 or 1-888-811-5974 Email: Maryjo.Boies@Lni.wa.gov

L&I COMPLIANCE INSPECTORS REGIONS 5&6

L&I COMPLIANCE INSPECTORS MAIN OFFICE

Yakima, Kittitas Marco Campos 15 W Yakima Avenue Suite 100 Yakima WA 98902 Phone: 509-454-3751 Email: Marco.Campos@Lni.wa.gov

Tom Berryman 7273 Linderson Way SW Tumwater WA 98501 Phone: 360-902-6869 or 1-888-811-5974 Email: Thomas.Berryman@Lni.wa.gov

Grant, Douglas, Chelan, Okanogan Bryan Jones 519 Grant Road East Wenatchee WA 98802 Phone: 509-886-6562 Email: Bryan.Jones@Lni.wa.gov

Terri Zenker 7273 Linderson Way SW Tumwater WA 98501 Phone: 360-902-6862 or 1-888-811-5974 Email: Terri.Zenker@Lni.wa.gov

Walla Walla, Franklin, Benton, Columbia Donald Taylor 4310 W 24th Avenue Kennewick WA 99338 Phone: 509-735-0115 Email: Donald.Taylor@Lni.wa.gov Ferry, Stevens, Pend Oreille, Lincoln, Adams, Spokane, Whitman, Garfield, Asotin Matt Riley 901 N Monroe Suite 100 Spokane WA 98402 Phone: 509-324-2538 Email: Edward.Riley@Lni.wa.gov Michael Thrams 901 N Monroe Suite 100 Spokane WA 99201 Phone: 509-324-2552 Email: thrm235@Lni.wa.gov

www.phccwa.org • PHCC of Washington News • Fall 2015

www.phccwa.org • PHCC of Washington News • Fall 2015

35

PHCC National Auxiliary –

ROBERT M. COX HUMANITARIAN AWARD

By Greta Flinn – PHCCWA Executive Director

O

n behalf of PHCC of Washington State, I’m happy to announce that for the third year in a row, we have received First Place for the Robert M. Cox Humanitarian Award, PHCC National Auxiliary for “Convention and/or Trade Show.” We had three PHCC of Washington auxiliary members on our 2014 PHCC of Washington State Convention Committee, they were Kristi Kendrick, Quality Plumbing; Sandy Stack, Stack Plumbing; and myself, Greta Flinn, Executive Director, PHCC of Washington.

We had other auxiliary members attend the convention and/ or make a donation to the silent auction which was held at the convention. The PHCC of Washington State Convention took place September 18-21, 2014 at Campbell’s Resort in Lake Chelan, WA. Impact on the PHCC industry and local community – We held our first PHCC of Washington State Convention and Trade Show in over 10 years! It was held on Thursday, September 18th – Sunday, September 21st, 2014 at Campbell’s Resort in Lake Chelan, WA. We scheduled a weekend full of five CEU accredited educational seminars, wonderful industry related guest speakers, tradeshow highlighting new industry products, information, networking and an “open forum” roundtable discussion. Convention attendees learn information and key take-a-ways which were applicable to themselves as plumbing contractors, business owners, industry partners and members of society.

Joint cooperation – As stated above, we had three total PHCC Washington State auxiliary members involved in the success of our 2014 state convention. Greta Flinn, PHCC of Washington Executive Director, organized the event as a whole, including venue, invitations, agenda, trade show vendors, registration, magazine marketing and was the direct contact for the event.

Kristi Kendrick, Quality Plumbing, secured our five continuing educational seminars speakers. Sandy Stack, Stack Plumbing, organized the entire silent, the 50/50 cash raffle with half the money donated to the PHCC Educational Foundation.

Implementation - We provided quality, important industry related educational seminars and information that affects all small business owners, employees and citizens of this country.

36

THANK YOU to the PHCCWA State Convention Committee for your dedication, support and all your volunteer hours in making our first state convention in many years an outstanding success!

I also appreciate all the convention attendees, sponsors and donations: At Your Service Plumbing BAVCO Campbells Resort Care Cap Consolidated Supply Company Consolidated Supply Company- Gary Johnson Danco Diamondwave - Pam Scott Lie Equipment Controls Company Federated Insurance Ferguson Fiorentini USA Fischer Plumbing IAMPO J & K Plumbing Keller Supply Company Kris Alberti Mitchel Plumbing MOEN PlumbMaster Prima Plumbing Quality Plumbing Ravish Restaurant Raymark Plumbing Sandy Stack, Real Estate Broker ServPro of Edmonds, Lynnwood & Bellevue West SNUPI Technologies Stack Plumbing The Art of Plumbing Toni & John Keene Wolverine Brass www.phccwa.org • PHCC of Washington News • Fall 2015

How to Deal with a Bad Online Review

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Small Business Advice from Angie Hicks

A

ngie’s List is celebrating the Summer of Small Business with weekly tips to help grow great service companies across the nation. Hot tip of the week: how to deal with bad online reviews.

As part of the season-long focus on helping small business, Angie’s List Founder Angie Hicks offers up tips based on her 18-years-worth of experience first as a small business and later as the nation’s resource for separating good companies from those that don’t deliver consistently good service.

In addition to Angie’s advice, companies are offered resources and tools to help them deliver on time every time to their customers and to keep up with issues important to growing their business.

“For a savvy company, a less-than-stellar review can be a chance to shine,” says Hicks in her weekly message.

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4 Tips for Dealing with a Bad Online Review: 1. Realize that perfection is impossible: Most customers accept that everyone makes a mistake now and then. But they want to know how you’ll handle a problem. For better or worse, the way you respond to a negative review is a marketing moment.

2. Don’t rush your response: The stronger you feel about a review, the more important it is to gain perspective before you offer your side of the story. Take a coffee break. Take a walk.

Sleep on it. Make sure emotion doesn’t drive your reaction. A poor response may do more damage than a single review ever could.

3. Notice patterns: One negative review might be a fluke, but a series points to a problem with your business. Use lessthan-glowing feedback to fine-tune your front-end operations.

Examine whether you and your employees are returning calls and emails on time, being prompt for appointments and clearly communicating with customers.

4. Next time you find yourself wishing for the good old days before online reviews: Remember that customers have always talked about companies. The difference now is that the online environment gives you the ability to listen in — and to learn. Smart companies monitor their reviews and use the information to understand what works and eliminate what doesn’t. www.phccwa.org • PHCC of Washington News • Fall 2015

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• • • •

Camera inspections for pipes Water heater repairs or replacements 24/7 response and more

253-472-6629 | www.spartanrooter.com Licensed, Bonded, Insured SPARTS1892BF 37

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www.phccwa.org • PHCC of Washington News • Fall 2015

COLUMBIA HYDRONICS COMPANY 11100 NE 34TH CIRCLE • VANCOUVER, WA 98682 TELEPHONE 360-883-2600 • FAX 360-883-2607

Tankless Water Heaters

Boilers and Water Heaters

Wall Mtd.

Floor Mtd.

Pressure Boosters

ECM Pumps for Plumbing

Not just another vendor. Contact us to discuss designs, sizing, selection, application and start-up. System expertise for retrofit or new projects.

Tukwila

Washington offices VancouVer 888-690-0090

Spokane

chchydronics.com www.phccwa.org • PHCC of Washington News • Fall 2015

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