20 minute read
BUSINESS
EV plumbing firm’s business plan includes charity
BY MELODY BIRKETT ArizonanContributor
Some people might think Wayne Decker’s business plan makes no sense.
But Decker, president of PlumbSmart Heating and Air, says it not only makes sense but a lot of cents.
“We charge less than the big players and we still do very well,” he said. “Our profit margins are still very good. Our guys have every benefit you can imagine and have high compensation. There’s no downside to having this philosophy. They all (other plumbing companies) could have it, but they choose not to because they want to have much greater margins.”
To top it off, charity is a big part of Decker’s business plan: Since the pandemic began, his company has done at least 200 jobs for free for people in need. Decker started his residential repair plumbing business in 2006 and previously was in the service business, serving homeowners for more than 40 years.
He started his company exactly for the reasons it lives by.
“It was more of an answer to the prevailing attitude which exists today – that plumbing companies are just way too expensive and they charge too much.”
For example, he said a lot of companies charge $400-$1,000 to unclog a toilet that takes about 20-30 minutes. “If you make $20 an hour, that’s going to be about a week’s take-home pay to unclog a toilet.”
While costs have gone up for parts or items like hot water heaters, PlumbSmart hasn’t raised its labor prices. “We’re so confident about our prices that even if a customer doesn’t want to
Wayne Decker, president of PlumbSmart Heating and Air in Mesa, find his business plan of charity and lower prices has yielded growth and strong profit margins.
(David Mionton/Staff Writer) seePLUMB page 29
Chandler flooring specialist sees uptick in business
ARIZONAN NEWS STAFF
Matt GiIstrap’s business gives him the chance to demonstrate his passion and skill for remodeling and designing.
The Oregon native last year moved to Chandler and also opened Footprints Floors – a business that makes it easy for people to buy flooring and accent walls without ever leaving their home.
“I have always had a passion for remodel and design,” Gilstrap said. “I love learning about the customers’ vision for the project and working together so see it come to life. I was drawn to flooring because there are so many choices and it makes such an impact. It’s the foundation to any great remodel.”
Gilstrap specializes in installing luxury vinyl plank flooring, laminate, tile flooring, tile showers, backsplash and accent walls
Though he has no storefront, he said, “We offer products using our mobile showroom that we bring to you or customers can use our ‘visualizer’ tool on our website to shop from home.
Not surprisingly, he hardly skipped a beat during the worst of the pandemic – particularly as people stayed home and got to pay more attention to their surroundings and where they might spruce things up. “When the shutdowns first happened, we saw a little slow down but it didn’t last long,” Gilstrap said. “Once customers were confident in our safety precautions and we could go back into homes, business picked back up.
“Between the real estate boom, people relocating, and people spending more time working and learning from home, they began tackling projects and reinvesting money back into their homes. We haven’t slowed down since. Year over year, we’ve seen an increase in revenue.”
And one of the areas in their homes that people tend to notice quickly is the condition of their floors, he said.
“As people continue to work and learn from home, it’s easier to notice the projects
Matt GiIstrap
you’ve overlooked or improvements you’ve been putting off. Because floors are such an integral part of rooms, floors are one of the first places people start,” Gilstrap said.
Yet, the pandemic-driven supply chain disruptions have taken a toll.
“Right now there is a national shortage of glue, which is affecting some of our installs,” he said, “but we work with great vendors and partners that make sure our customers get their new flooring even if a little delayed.”
While he said “I’m looking forward to expanding my territory, giving back to the Chandler community, and hiring a production manager,” Gilstrap also saves time for other priorities in his life.
“As many business owners will tell you,” the challenge of running your own shop is “maintaining a good work life balance.”
“The business is obviously a huge priority, but so is making enough time for my family, friends and hobbies.”
Information: footprintsfloors.com/ chandler.
THE CHANDLER ARIZONAN | WWW.CHANDLERNEWS.COM | DECEMBER 26, 2021
Firm uses gaming to improve employee morale
BY ASHLYN ROBINETTE
Arizonan Contri butor
KeepWOL (Keep Wondering Out Loud), a developer of immersive learning and development solutions, recently launched a talent development gaming platform designed to maximize workplace cultural intelligence and minimize turnover. As the first Black woman to graduate from the University of Kansas’ Aerospace Engineering Department, Lauren Fitzpatrick Shanks of Gilbert, founder and CEO of KeepWOL, knows what it’s like to be the only minority and formed her company to help others who feel that way. When she entered corporate America, she thought that things would change – but they didn’t. She still felt like an outsider.
After over a decade of experience working at five different Fortune 500 companies in technology, Shanks witnessed other employees, and even herself at times, suffer and grow complacent at work.
“When you feel unsupported, you provide less than optimal output,” she said, adding that the drive to excel can wither and die.
“Companies had promises about diversity, equity, inclusion and belonging, but all of them were more so for vanity metrics purposes,” Shanks said.
“None of the programs were geared around retention or ensuring the success of those diverse hires,” she contineud. “On top of that, managers didn’t receive training on how to manage, lead, motivate and communicate with people of all different walks of life, of different identities that are not of their own.”
Shanks saw what was lacking in the workplace and noticed employees quitting or losing their drive because of it. So, she came up with a solution to keep employees supported, engaged and wanting to stay at a company.
“The lack of resources and support for managers and teams to have those complex and non-combative conversations that provide the context, detail and learning you need to really understand where each individual employee is coming from, what they need to be the most successful, and how you can support them in being the most successful – that’s really what led me to creating KeepWOL,” she said.
KeepWOL’s on-demand SaaS platform offers a digital library of live multiplayer psychology-based games that cultivate employee development in various areas.
The impact of each session is tracked by data collected within the platform providing accountability and measurable change.
The games are designed to help enterprises build tight-knit inclusive, highperforming teams by embracing differences and normalizing interpersonal skills such as communication, empathy and connection at work.
KeepWOL has 10 games available in its current library with six more on the way that the company has been working with Mayo Clinic on, Shanks said. “The games are geared around all different kinds of things that will help you to become the most successful version of you in your personal life and professional life,” she said.
By using KeepWOL with teams on a recurring basis, organizations should see a more engaged workforce, better team dynamics, a boost in collaboration and innovation, and more, Shanks said.
“With all of our games, we’re looking to humanize everyone,” she added. “We want to elevate the human experience to unlock that productivity within people.”
Unlike traditional platforms, KeepWOL doesn’t rely on teaching methods like panels, surveys and pre-recorded videos as these strategies often don’t change employee behavior, mainly because they occur as one-offs and don’t focus on the ins-and-outs of everyday work life.
Instead, KeepWOL enables recurring guided immersive team experiences that are powered by software but driven by humans to revitalize corporate culture.
The goal is to take diversity, equity, inclusion and belonging from passive awareness to an actionable experience for all employees.
“People aren’t leaving companies, they’re leaving environments,” Shanks said. “Putting that human factor first and realizing that if you want to keep
seeMORALE page 29
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use us, they can still call us…and ask for a price,” said Decker. “A lot of companies will spend $50,000$100,000 sending you to a course to establish you as one of the finest sales people you can be. You know what to say. You know how to manipulate. You have financing available.’” “When you have that attitude, it’s not about what is normal profit because that’s hard to say,” explained Decker, who has about 50 employees. “It’s very subjective. It’s about how much profit do you want to make? PlumbSmart is very profitable at about half of what our bigname competitors charge.” Decker said his focus is on relationships with homeowners, not chasing dollars. “And the beauty of that is when you have the philosophy the more you give the more you get, your growth is almost unmanageable. You don’t have people who are upset, questioning you, or who have buyer’s remorse. You still grow and make more money.”
During the pandemic, PlumbSmart grew 40 percent in 2020 and about another 40 percent in 2021.
Its TV commercials told people the company would fix a plumbing or A/C emergency for free for those who’d fallen on tough financial times.
“A majority of companies would say, ‘You’re absolutely nuts. You’ll be inundated with customers calling to get something for free,’” said Decker. He said it’s one of the first premises they’re wrong about.
“Approximately 3 percent of all customers may bend the rules to get something over on you. They may lie and cheat and try to get something for free. For those three percent, we can say, ‘God bless you. Give me a big hug. I hope you enjoyed cheating me.’
“And it would not make a difference on our business, our profitability and how we do business. Ninety-seven percent are honest people. When you think of that offer, the humility of having to call a company and take advantage of an offer like that, typically is going to mean they really do need it and they’ve humbled themselves to say, ‘Please come out and help us. We don’t have the money.’”
It’s leads to an additional fringe benefit for his employees that money can’t buy, Decker added.
“Our guys were so blessed to have people crying, hugging them, thanking them, that I can’t put a value on what it meant to their lives, let alone the people we were serving,” said Decker.
“For us to absorb a couple of hundred or more jobs to help people who really needed it, it was so worth it. Let alone the value – though not intended – of what the general public heard from those ads.
“Our internet communication was blown up by people saying, ‘I don’t need anything for free but any company that has that kind of offer, I want you to be my plumber.’ It was tremendous. It goes along those lines of if you give more, whether you like it or not, you’re going to be blessed, you’re going to get more. When you chase dollars…in the big picture, I don’t think it helps you.”
In fact, technicians are told by the company to look for “benevolent opportunities, opportunities of compassion to help people,” said Decker.
He recalled getting a call about a woman with a medical disability who had had no hot water for months. A PlumbSmart technician determined she needed a new heater.
“One of my techs took the initiative on understanding what her dire need was,” explained Decker. “This gentleman/tech, on his own, called our office and said, ‘Hey, I have a customer who can’t afford a water heater. She’s an elderly woman and disabled. Can we do this for her for free?’”
Two days later, a tech installed a new hot water heater at no charge. “At PlumbSmart, that’s the way we do business,” said Decker, adding that techs are still paid for comp jobs.
Information: itsjustplumbsmart.com 480-654-8865
MORALE from page 28
employees longer you have to build relationships first.
Relationships are built on trust, they’re built on transparency, they’re built on vulnerability. That’s what KeepWOL enables people to do in an easy way.”
KeepWOL is designed for SMBs with at least 10 employees and enterprise organizations looking to build or shift corporate culture. Monthly subscriptions start at $10 per user, with certification available and required for those employees interested in becoming KeepWOL facilitators.
Information: keepwol.com.
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Last State Restricted Silver Walking Liberty Bank Rolls go to Arizona residents
Arizona residents get first dibs on last remaining Bank Rolls loaded with U.S. Gov’t issued Silver Walking Liberties dating back to the early 1900’s some worth up to 100 times their face value for the next 2 days STATE DISTRIBUTION: A strict limit of 4 State Restricted Bank Rolls per AZ resident has been imposed
ARIZONA - “It’s a miracle these State Restricted Bank Rolls even exist. That’s why Hotline Operators are bracing for the flood of calls,” said Laura Lynne, U.S. Coin and Currency Director for the National Mint and Treasury.
For the next 2 days the last remaining State of Arizona Restricted Bank Rolls loaded with rarely seen U.S. Gov’t issued Silver Walking Liberties are actually being handed over to Arizona residents who call the State Toll-Free Hotlines listed in today’s newspaper publication.
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won’t be surprised if thousands of Arizona residents claim the maximum limit allowed of 4 Bank Rolls per resident before they’re all gone,” said Lynne.
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And here’s the best part. If you are a resident of the state of Arizona you cover only the $39 per coin state minimum set by the National Mint and Treasury, that’s fifteen rarely seen U.S. Gov’t issued Silver Walking Liberties worth up to 100 times their face value for just $585 which is a real steal because non state residents must pay $118 per coin which totals $1,770 if any coins remain after the 2-day deadline.
The only thing Arizona residents need to do is call the State Toll-Free Hotlines printed in today’s newspaper publication before the 2-day order deadline ends.
“Rarely seen U.S. Gov’t issued silver coins like these are highly sought after, but we’ve never seen anything like this before. According to The Official Red Book, a Guide Book of United States Coins many Silver Walking Liberty Half Dollars are now worth $40 - $825 each in collector value,” Lynne said. “We’re guessing thousands of Arizona residents will be taking the maximum limit of 4 Bank Rolls because they make such amazing gifts for any occasion for children, parents, grandparents, friends and loved ones,” Lynne continued.
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The only thing readers of today’s newspaper publication need to do is make sure they are a resident of the state of Arizona and call the National Toll-Free Hotlines before the 2-day deadline ends midnight tomorrow. ■
HOW TO CLAIM THE LAST STATE RESTRICTED BANK ROLLS
FACTS: If you are a Arizona State Resident read the important information below about claiming the State Silver Bank Rolls, then call the State Toll-Free Hotline at 8:30 am: 1-800-979-3771 EXT: RWB3465
Are these Silver Walking Liberties worth more than other half dollars:
How do I get the State Restricted Walking Liberty Silver Bank Rolls:
Yes. These U.S. Gov’t issued Silver Walking Liberties were minted in the early 1900’s and will never be minted again. That makes them extremely collectible. The vast majority of half dollars minted after 1970 have no silver content at all and these Walking Liberties were one of the last silver coins minted for circulation. That’s why many of them now command hundreds in collector value so there’s no telling how much they could be worth in collector value someday.
How much are State Restricted Walking Liberty Silver Bank Rolls worth:
It’s impossible to say, but some of these U.S Gov’t issued Walking Liberties dating back to the early 1900’s are worth up to 100 times the face value and there are 15 in each Bank Roll so you better hurry if you want to get your hands on them. Collector values always fluctuate and there are never any guarantees. But we do know they are the only Arizona State Silver Bank Rolls known to exist and Walking Liberties are highly collectible so anyone lucky enough to get their hands on these Silver Bank Rolls should hold onto them because there’s no telling how much they could be worth in collector value someday.
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