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Exclusively serving plumbing contractors and franchisees | plumbermag.com January 2018
FINDING
FINESSE
Jay’s Plumbing & Sewer in Illinois builds company
by developing professional employees and being
there for customers every day Page 16
First Responders
PLUMBER UPDATES HOT WATER
AND HEATING SYSTEM IN
OLDER HOME
Page 34
AHR Preview
A LOOK AT THE 2018 AHR
EXPO IN CHICAGO
Page 40
BOOTH 4228
MONEY
MACHINE.
What are these guys watching?
Well, for one thing, they’re watching profits
go up. They’re replacing a home sewer lateral
BOOTH trenchlessly with a pipebursting system made by
1533 TRIC Tools, Inc., the company that started it all.
For more info visit www.trictools.com or call 888.883.8742
CONTENTS January 2018
8 From the Editor:
The Driving Force
Find that one thing that motivates you, and build on it to
make your business even more successful and profitable.
- By Cory Dellenbach
10 @plumbermag.com
Check out our exclusive online content.
16 Profile:
Finding Finesse
Jay’s Plumbing & Sewer in Illinois builds company by
developing professional employees and being there for
customers every day.
- By Giles Lambertson
24 On The Road:
Upon Further Review…
A fast, app-based review process makes it easy for cus-
tomers to give this plumber an online thumbs-up.
- By Ken Wysocky
26 Smart Business:
Figuring Out the Bidding Process
Contractors who don’t have a planned approach for taking
on more work could bring trouble to their business.
12
- By Neil Feldman
28 Water Heater Directory
32 Industry Insider:
It’s a Bird, It’s a Plane, It’s a …
The plumber is the superhero of yesterday, today and
tomorrow.
- By Randy Lorge
Stop Relentless Rust 34
In the SHOP
First Responders:
Tight Fitting Fix
From Eating Your Fleet Boston plumber restores hot water to residence in one of
the oldest neighborhoods in the city.
Trucks and equipment are your biggest - By Cory Dellenbach
capital investment. Try these solutions to
prevent corrosion from costing you a bundle.
- By Peter Kenter
40 AHR Preview:
Breaking Out the New
The latest HVACR innovations, products and technologies
will be on display at the AHR Expo in Chicago.
- By Megan Shamas
On the Cover
Exclusively serving plumbing contractors and franchisees | plumbermag.com January 2018
Jay DeFrates, owner of Jay’s Plumbing
& Sewer, stands in front of one of the
42 AHR Product Preview - 2018
company trucks at the shop. The company,
based in Downers Grove, Illinois, covers 44 Product Focus:
Water Quality and Conditioning
an area of about 25 miles and offers - By Craig Mandli
FINDING services such as sewer repairs, sump pump
FINESSE
Jay’s Plumbing & Sewer in Illinois builds company
by developing professional employees and being
there for customers every day Page 16
repair, drain cleaning, fixture installation,
power rodding, jetting, and water heater 46 Product News
Product Spotlight: Anua system is a
First Responders
PLUMBER UPDATES HOT WATER
repairs and installation.
predictive maintenance solution
AND HEATING SYSTEM IN
OLDER HOME
Page 34
AHR Preview
Photography by Rob Hart
A LOOK AT THE 2018 AHR
EXPO IN CHICAGO
Page 40
- By Craig Mandli
Coming Next Month - Residential Plumbing
50 Industry News
Smart Business: Union vs. nonunion 50 Calendar
Plumber Profile: Frasier’s Plumbing, Heating & Cooling (Rhinelander, Wisconsin)
4
BOOTH 5032
ADVERTISER INDEX
ALLAN J. COLEMAN
SINCE 1905
Allan J. Coleman Co. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
American Jetter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Arctic Blasters, Inc. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Exclusively serving plumbing contractors and franchisees
ASCO Numatics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Bradford White Corp. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Published monthly by COLE Publishing, Inc.
Cam Spray . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 1720 Maple Lake Dam Rd., PO Box 220
Three Lakes, WI 54562
Call toll-free 800-257-7222
Central Oklahoma Winnelson . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Outside of U.S. or Canada call 715-546-3346
Mon.- Fri., 7:30 a.m.-5 p.m. CST
Website: www.plumbermag.com
Email: info@plumbermag.com | Fax: 715-546-3786
Duracable Manufacturing Company . . . . . . . . . . . . . . . . . . . . . . . 31
Enz USA, Inc. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
FastEST, Inc. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
SUBSCRIPTION INFORMATION: A one-year (12-issue) subscription
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subscribers. A qualified subscriber is any individual or
Formadrain Inc.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 company in the United States or Canada that is involved in
the inspection, cleaning, repair and installation of residential
and commercial sewer lines. Non-qualified subscriptions are
available at a cost of $60 per year in the United States and
General Pipe Cleaners . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Canada/Mexico. Subscriptions to all other foreign countries
cost $80 per year. To qualify, visit www.plumbermag.com/
Hackney . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 order/subscription or call 800-257-7222.
HammerHead Trenchless . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Hot Jet USA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .54 Our subscriber list is occasionally made available to carefully
I.S.T. Services, Inc. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 selected companies whose products or services may be of
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MaxLiner USA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .49
Milwaukee Electric Tool Corp. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 CLASSIFIED ADVERTISING: RATE: No Photo Classified $25 for
MyTana Manufacturing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 20 words, each additional word $1. All classified advertising
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PHCC - GLAA. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 with faxed ads. Be sure to include your phone number (with
area code) in your ad. Make checks payable to COLE
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above. CLASSIFIED ADVERTISING APPEARS NATIONWIDE
Picote Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 AND ON THE INTERNET. Not responsible for errors beyond
first insertion.
Pipe Lining Supply . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 DISPLAY ADVERTISING: Contact
one of our sales staff at 800-
Pulsar 2000, Inc. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 994-7990. Publisher reserves
Renssi Finland Oy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 the right to reject advertising
RuB . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .48 that in its opinion is misleading,
Seweri Finland Oy. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 unfair or incompatible with the
Ann Richmond Winnie May
character of the publication.
Simple Solutions Distributing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
REPRINTS AND BACK ISSUES: Visit www.plumbermag.com
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Spartan Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 colepublishing.com. To order back issues, call Nicole
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CIRCULATION: Circulation averages 27,746 copies per month.
This figure includes both U.S. and international distribution.
TRIC Tools, Inc. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
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No part may be reproduced without permission of the publisher.
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FROM THE EDITOR
Cory Dellenbach
The Driving Force
Find that one thing that motivates you, and build on it to
make your business even more successful and profitable
hat motivates you? That’s a tough question for DeFrates started in the industry 30 years ago as an
W anyone in any industry to answer. The reasons
could be many: money, family or just for the
apprentice, working for several plumbing businesses. He
learned all he could as an apprentice and journeyman and
love of it. now has his own company with 13 employees. The company
Many plumbers we profile tell me they love being offers services such as leak detection and diagnostics,
plumbers because they enjoy helping others: They like fixture repair and replacement, water heater repairs, and
coming in to “save the day.” sewer rodding and televising.
Randy Lorge finds motivation in teaching the next
generation of plumbers. Lorge, a plumbing apprentice
instructor at a technical college in Wisconsin, will Many plumbers we profile tell me they love
occasionally write Industry Insider columns for Plumber
starting this year. In this issue, he talks about plumbers
being plumbers because they enjoy helping
as superheroes. others: They like coming in to “save the day.”
Lorge and his students probably seemed like superheroes
to the people of the Indonesian province of West Java in
November 2017, when the Community Plumbing Challenge THE NEED TO EXPAND
traveled to the country to renovate and expand bathroom For some company owners, the need to expand services
facilities for two school buildings. is a big motivation. You can learn great ways to expand
The challenge is organized by the World Plumbing Council your plumbing company later this month at the AHR Expo
and the International Association of Plumbing and Mechanical (short for the International Air-Conditioning, Heating,
Officials. You can read more about the 2017 Community Refrigerating Exposition) in Chicago.
Plumbing Challenge at www.plumbermag.com. At this show, you’ll see the latest products from plumbing
manufacturers. You’ll see products from crimpers and
MOTIVATED TO GROW various PEX pipes all the way up to water heaters and
Jay DeFrates is motivated to keep his company growing hydronic heating systems.
by providing customers with professional and knowledgeable You’ll find a preview of the show in this issue.
plumbers on job sites around Downers Grove, Illinois.
“I like to think we do a little bit better than our WHAT’S YOUR MOTIVATION?
competitors — that we do things with a little bit more So, to echo the first line of this column, what motivates
finesse,” says DeFrates, owner of Jay’s Plumbing & Sewer, you? Tell me how you started your company or how you
featured in this issue. “Anyone can get a job done, but when found your way into plumbing. Email me at editor@
you can do it with finesse … well, I think we bring that plumbermag.com or call 800-257-7222.
little extra to the table.” Enjoy this issue!
8
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2432
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Blades. Cable.
All the right stuff
so you can do your
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We have answers,
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Products are IN STOCK and
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We’ve got your back.
“How can we
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Visit the site daily for new, exclusive content.
Read our blogs, find resources and get the most out of Plumber Magazine.
EQUIPMENT HUNTING
9 Tips for Choosing
a Work Vehicle
A plumber’s work vehicle is oftentimes
both an office and a storage area. And
with good branding, a vehicle also acts
as a rolling billboard for a company’s
service offerings. Needless to say,
choosing the right vehicle for your
operation is important. Here are some
tips to keep in mind.
plumbermag.com/featured
OVERHEARD ONLINE
“The big-name online job boards are effective because
they are mobile-friendly. Today’s job seekers may not read
their local newspaper or have access to a computer,
but most have smartphones, which is where they
are likely to see and respond to an ad.”
— Don’t Make That Same Big Hiring Mistake Again
BUSINESS TIPS plumbermag.com/featured
Selling Your Services Without
Coming Across as a Salesperson
Chances are, you didn’t get into plumbing
because you loved to sell. Most people got into MARKETING MATTERS
the business because they liked working with A Beginner’s Guide
their hands, liked helping homeowners, or to Video Marketing
were raised in or inherited a family business. Even if you’re an expert marketer,
Selling? That’s a “necessary evil” that comes video may be an area that is foreign
with the territory. It can feel forced or sometimes to you. Perhaps daunting if you
slimy, even if your services are legit, and have it in your head that an effective
customers may shut down if they think that video has to be of Hollywood
they are being “sold.” This online exclusive blockbuster quality. But successful
offers an alternative approach you can take video marketing does not have to be complicated. One company’s
with your sales technique. marketing manager shares some tips on how to get started.
plumbermag.com/featured plumbermag.com/featured
Join the Discussion NEWS & ALERTS
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your inbox on topics important to you!
10 PLUMBERAt Bradford White, we know the best way to ensure quality is with professional installation. Your success is critical to our success. We’re committed to the trade professional in everything we do. We listen to you, we design for you, we offer you 24/7 expert tech support, and we provide financing options for you to offer your customers.* We stand behind you every step of the way. Our business is being there for your business. See more at our website dedicated to pros like you - bwforthepro.com *Financing program provided by FortivaTM Retail Credit. BWPLB118
In the SHOP
Stop Relentless Rust
From Eating Your Fleet
Trucks and equipment are your biggest capital
investment. Try these solutions to prevent
corrosion from costing you a bundle. By Peter Kenter
G
iven enough time, any object made of iron or steel then there is absolutely no point in
that’s exposed to oxygen or moisture will oxidize, paying for rustproofing,” he says.
or rust. Exposure to chemicals such as road salts Even GMC’s own website notes:
or acids only accelerate the process. The good news is that “Application of additional rust-
there’s a host of strategies — from chemical treatments to inhibiting materials is not required under the corrosion
barriers — that can be used to beat rust at its own game. coverage, and none is recommended.”
The first question any work vehicle owner should ask
is whether a corrosion treatment makes financial sense, MANY CHOICES
says Leslie Wong, vice president of customer and dealer The home turf of the vehicle also plays a part. Locations
service at www.unhaggle.com, a service designed to help experiencing heavy winters and lots of road salt offer more
buyers negotiate the best price for a vehicle. corrosion risk. So do coastal areas where salty sea spray
He notes that new pickup trucks, for example, offer eats metal. While rustproofing can make a big difference
warranties against rust perforation or surface corrosion. to vehicle longevity in salt-prone locations, simply washing
“If you don’t intend to keep the vehicle beyond the point the vehicle regularly is the best way to remove the salt that
where the vehicle’s manufacturer rust warranty runs out, causes rust.
“youIwon’t
… have a series of wands that
likely find in the average
garage. … With that equipment,
I can be more thorough and
much quicker. I had a customer
in here with a pickup truck who
rustproofed it himself last year. It
took him more than eight hours,
and it took me 90 minutes.”
Mike Stansbery, owner of Wyandot RustProofing, applies an undercoating of
FLUID FILM, a lanolin-based rust inhibitor, to the undercarriage of a 1969 Chevy Mike Stansbery
truck. (Courtesy of Wyandot RustProofing LLC)
12Rocker panels in northern climate are often subject to damage and
corrosion. A black LINE-X coating has been applied to this truck.
(Courtesy of LINE-X)
The LINE-X truck bed liner protects against rust using a durable
coating applied to truck metal. (Courtesy of LINE-X)
Most rustproofing treatments fall into several categories: DIY APPROACH
undercoating with tar-based sprays, dripless oil sprays, Theoretically, truck owners can buy products in each
drip oil sprays, rust conversion sprays, and bed liners. category and perform rustproofing themselves.
Some of these treatments are available as do-it-yourself Pro Form Products Ltd., for example, sells a range of
products while others are proprietary products that can dripless oil products, wax-oil blends, rubber plugs to seal
only be applied professionally. drill holes, and anything else a truck owner might need
Undercoating with tar-based sprays for rustproofing.
Using this method, tar-based sprays are applied However, Pro Form Products tech expert Robin Wason
underneath the vehicle and into wheel wells and harden points out that many of the company’s customers use the
into a solid barrier. While the barrier remains intact, the products for loving restoration and maintenance of
protected surface won’t rust. However, undercoating should cherished vehicles — not a quick rustproofing job for a
be inspected annually to ensure it remains intact. If the company pickup.
surface cracks or peels, moisture can penetrate the coating “The largest part of our market is people who spend
and migrate behind the barrier, forming unseen rust. an inordinate amount of time taking their vehicles apart
Dripless oil spray and putting them back together again,” he says. “We sell
Dripless oil sprays form a waxy barrier and generally these products with a complete kit with wands and
covers more area than undercoating. It can be applied to applicators. The buyer would need to supply a wire brush,
wheel wells, hoods and rocker panels. To fully apply the sandpaper to loosen any rust, and typical protective gear
product, holes must be drilled into door panels and other for automotive work — nothing exotic.”
areas of the car. On the other hand, Mike Stansbery, owner of Wyandot
Drip oil sprays RustProofing in Upper Sandusky, Ohio, believes that truck
Drip oil sprays are thinner than dripless sprays, and owners can benefit from the thorough work of a professional.
they are similarly applied through holes drilled into door He exclusively applies FLUID FILM, a lanolin-based
panels and other sections of the vehicle. The upside: The formulation applied under nonaerosol pressure and acting
thinner sprays tend to reach the inner crevices of the car most like a dripless oil spray.
a little better than dripless sprays. The downside: The car “I’ve rustproofed everything from farm machinery to
will drip a little oil for a few days after application. pickups, dump trucks, and semis,” he says. “If it can rust,
Rust converters we’ll do it.”
These chemicals can transform red iron oxide into a Having a full range of equipment and rustproofing
more stable form, ferric tannate, which can be painted. experience makes all the difference, he says.
plumbermag.com | January 2018 13In the SHOP
“I have a gun specially optimized for spraying the “LINE-X could be considered a rustproofing treatment,”
product,” he says. “I also have a series of wands that you he says. “Any existing rust would need to be removed and
won’t likely find in the average garage. One of them is a treated prior to the LINE-X application, but once LINE-X
3-foot flexible wand with 360-degree spray head. With is applied, it will resist future corrosion.”
that equipment, I can be more thorough and much quicker. The product is available in several formulations and is
I had a customer in here with a pickup truck who rustproofed now often used beyond bed liners. In a formulation stable
it himself last year. It took him more than eight hours, and under ultraviolet light, it’s used to coat exterior panels,
it took me 90 minutes.” floors, or any part of the truck that requires corrosion and
abrasion resistance.
BED LINERS “LINE-X has been applied to Bobcats, UTVs, forklifts,
Some truck owners choose bed liners to rustproof their tractors, haulers, trailers and more,” DeSmet says.
trucks, using either do-it-yourself or professionally applied He notes that company techs have seen LINE-X coatings
products. that have lasted as long as 15 years in the field. The one
Paul DeSmet, executive vice president at LINE-X, notes common factor that predicts longevity is the condition of
that his company’s bed liner is applied using advanced the metal substrate.
equipment at high temperature by trained professionals As with most rust protection products, the best time
to ensure a durable bond to the metal beneath, while do-it- to apply is before you see any rust at all.
yourself products are often rolled on.
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Call Toll-Free
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Nationwide
Nationwide
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14LEAD FREE
ARE YOU
SURE?
KNOW THE REGULATIONS
governing lead content in pipes, pipe fittings,
plumbing fittings and fixtures.
1986
Congress amends the U.S. Safe Drinking
2010
California sets new limits on lead content—
CA
2014
What was law in CA is now law everywhere else.
Water Act to allow only 8% lead content Weighted average of no more than 0.25% Weighted average lead content of 0.25% or
in pipes and fittings. lead in pipes, fittings and plumbing fixtures. less is acceptable.
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The Emerson logo is a trademark and service mark of Emerson Electric Co. The ASCO trademark is registered in the U.S. and other countries. © 2018 ASCO Valve, Inc.FINDING
FINESSE
Jay’s Plumbing & Sewer, Downers Grove, Illinois
OWNERS Jay DeFrates
EMPLOYEES 13
SERVICES Leak search/diagnostic; fixture repair/replacement; ejector/sump
pumps and backup system repairs; and water heater repairs
and replacements including tankless, sewer rodding/televising,
hydrojetting, water treatment, sewer repair, and replacement
SERVING 25-mile radius of Downers Grove
WEBSITE www.jaysplumbing.net
16professional is an expert in his field and
A someone with knowledge, expertise, and the
right skill sets to undertake and complete a
job. But “professional” also alludes to the
character of a person. That is, a true professional is one
who respects his work and the person for whom he’s
working, which he demonstrates by being trustworthy,
dependable and candid.
Jay DeFrates would seem to fully qualify as a professional.
The owner of Jay’s Plumbing & Sewer in a western Chicago
suburb can fix a leak with the best of them, sure. But he
has instilled in his crew the need to offer customers a larger
package. After the drip-drip-dripping has stopped, DeFrates
hopes a homeowner will also notice that the work area
around the formerly leaking pipe is clean and that the
plumber who comes to the door to repair the pipe is as
courteous as he is knowledgeable — that he is a professional,
in other words.
“ Anyone can get a job done, but when
you can do it with finesse…well, I think
we bring that little extra to the table.”
Jay DeFrates
Jay’s Plumbing & Sewer in Illinois
builds company by developing Jay’s Plumbing & Sewer is a professional shop with a
professional employees and being philosophy, not just a business plan. After all, how many
there for customers every day plumbing companies pledge in their online mission
By Giles Lambertson | statement “to maintain an atmosphere of optimism,
Photography by Rob Hart creativity, resourcefulness and excellence”?
“I like to think we do a little bit better than our
competitors — that we do things with a little bit more
finesse,” DeFrates says. “Anyone can get a job done, but
when you can do it with finesse … well, I think we bring
that little extra to the table.”
The staff of Jay’s Plumbing & Sewer (from left): Victoria Kosirog,
Asked what he means by “finesse,” he uses adjectives
Dan Ranallo, Jake Kantor, Mike Krejci, Jay DeFrates, Bruce Sartin, like “polite, neat and thorough.” Such a workplace culture
Bryan Kantor, and Keith Wilmoth.
doesn’t just spontaneously develop. It’s cultivated. “We
constantly teach it to our crew,” DeFrates says. “Once they
get it, they know they are offering customers something
above and beyond what others are offering.”
FINDING HIS CALLING
DeFrates was born on the underside of Lake Michigan
in northern Indiana, a contiguous part of Chicagoland.
plumbermag.com | January 2018 17He first put a wrench on a pipe 30 years ago as an apprentice, But the things that need to be maintained in a person’s
working for several plumbing businesses. He also labored home are not the things that a lot of homeowners can do
at other kinds of jobs as a younger man, including factory for themselves.”
work, before getting his plumbing license and opening his DeFrates worked from his own home in the beginning
business west and a little south of Chicago’s Loop in and then began to stockpile inventory in a warehouse
Downers Grove. owned by his brother in a nearby town before finally moving
From there, his crew rolls out 25 miles or so to plumb the company into the current Ogden Avenue facility in
homes and commercial properties in places like Wheaton, Downers Grove. He found plumbing work immediately.
La Grange and Naperville. The area includes new residential “I was at the right place at the right time,” he says. “A large
developments as well as an abundance of World War II-era remodeling company I knew about was going through
residences, structures that are still sturdy and attractive but some plumbers. They had a ton of work, and I was hungry.
have been occupied long enough to begin to have plumbing It just kind of worked out.”
issues. Ninety percent of the work at Jay’s Plumbing & Sewer He also began to develop expertise. At the same time
is residential, and this housing stock is one reason why. he opened his business, DeFrates moonlighted as a
“It is a general mix of houses, but there are a lot of older licensed state Environmental Protection Agency inspector
homes in places like Riverside,” he says. “Businesses — a of cross-connection control devices — the backf low
lot of time — will have someone on staff to do the plumbing. valves that prevent possibly tainted water from entering
18Mike Krejci works on a water ionizer (LeveLuk) that he installed on a kitchen sink.
Plumbing technician Mike Krejci installs a new hot water unit at a home in Downers Grove, Illinois.
“ When customers realize you can come on a Sunday for the same
price as during the week when they have no one home to let you in,
it usually is seen to them as a blessing.”
Jay DeFrates
a potable water system. Seven years later, he tested out by his crew. He moved away from plumbing remodeled
and became a certified plumbing inspector, subsequently residences as well as working on new residential construction
inspecting plumbing work part time in Elmhurst and and small commercial properties. He moved instead toward
full time in Hinsdale. service and repair work. He did so, he says, because there are
More credentials? He is a certified “competent person” fewer headaches in servicing existing plumbing systems. “And
for excavations and confined spaces, both of which can come I think that’s where the demand is.”
into play in plumbing projects. The latter competency protects Certainly there is enough potential work there — from
his crew members while his inspection knowledge protects jetting and repairing sewer lines to installing sinks or sump
homeowners. “When I was inspecting, I basically was making pumps and fixing leaky faucets or water heaters. DeFrates
sure a job was done correctly.” Though he is not inspecting trademarked the slogan, “Your Problem is Our Problem,”
now because he has more administrative responsibilities in to fit the changed focus of his company and to emphasizes
the company, he says he gleaned knowledge from his both the service nature of the business and the company’s
inspection work that he regularly passes on to his crew. personal approach to individual customer satisfaction.
His equipment, which includes pipe inspection cameras
A SHIFT IN JOBS and electronic locators, has evolved along with the industry.
As years passed, the steady work continued for the company, His RIDGID cameras have become necessities, DeFrates
but DeFrates began to modify the range of jobs undertaken says. “It’s common now to run a camera through a sewer
plumbermag.com | January 2018 19A focus on lead
Water flows from one place to another
through man-made pipes and has been doing
so for thousands of years. For just as long, pipes
have been leaking — regardless of the material
from which the pipes were made. Earthenware.
Copper. Stainless steel. Or, yes, lead. In fact,
“plumber” comes from the Latin word for lead,
“plumbum,” so leaks and plumbers go back a
long way.
Now, those old lead pipes may be the cause
of a new wave of plumbing work. Jay DeFrates
of Jay’s Plumbing & Sewer sees it happening.
“If there is a coming news flash, it could be
about underground lead waterlines. It’s a big
“
issue around this part of the country (the
Midwest).”
When I personally was doing the work,
The issue flared up again in 2016 from it always was art to me: the finished jobs
reports about unhealthy water in Flint, Michigan,
a community with lots of lead water pipes in were works of art. I wanted my work to look
the ground. Public health officials have long
warned that consumption of lead is unhealthy
better and be better than anyone else’s.”
— whether it be lead paint nibbled on by children Jay DeFrates
or lead in water from deteriorating pipes. A
water additive was developed that coats the
interior of pipes and prevents lead from being
leached into the flowing water. That preventive along with a rodder. It’s almost standard to push a camera in
solution evidently failed in Flint. there. More and more, it is not doing a customer justice if you
The only permanent solution is to replace are not camera-ing as well as rodding a line.”
lead pipes with some other type of piping. Each of the company’s crew members supplies his own
DeFrates says it will not be easy. “Lead pipes hand tools. Larger company equipment is hauled to work sites
are so entrenched in housing stock. If it was in five service vehicles — box trucks with a Ford or Chevrolet
easy to replace them, they would be out already. van chassis and a utility body. DeFrates prefers Goshen, Indiana-
But I think as time goes on, more people are based Supreme service box bodies because they “come in a lot
going to get rid of those lead pipes. It may of different styles, with bins on one side or the other, or bins
become mandatory that if you have a certain on the outside. They seem to be of great quality.”
size remodeling project, you will be required The company does pipeline work, so periodically, crews
to get the lead waterline out of there.” must dig up a lawn or alley to repair or replace a line. For such
If it comes to that, Jay’s Plumbing & Sewer jobs, DeFrates leases excavation equipment for the same reasons
might be a good choice for the job: Since 2010, so many other companies do. “Jobs that require excavation are
DeFrates has been certified as a lead safety not a big part of our work yet. That may come, but for now
expert and his company has been certified by when I lease a mini-excavator or backhoe, it’s not my maintenance
the U.S. Environmental Protection Agency as a headache. I’m not paying for it when it’s just sitting around
lead-safe firm. either.”
20 PLUMBERMike Krejci works on a toilet repair on a job site in Downers Grove, Illinois.
A Jay’s Plumbing & Sewer crew works on a new installation project at a residence in Downers Grove, Illinois,
using a Spartan Tool jetter.
LUCKY NUMBER 7
There is, in fact, not a
lot of sitting around at Jay’s Plumbing & Sewer. The company something change on a product, we have company reps
offers customers service and emergency repair work seven come in and talk to us and show us what’s involved. It’s
days a week, from seven in the morning till seven at night. always very helpful to be a part of that circle.”
This “seven-seven-seven” schedule, as DeFrates refers to
it, is not a common business schedule. What makes it CONTINUED GROWTH AHEAD
especially appealing to customers is that the price of service The 46-year-old company owner is a full-time
work is the same every hour, every day. administrator now, presiding over a company that he wants
“When customers realize you can come on a Sunday to keep growing. He is currently looking to add an employee
for the same price as during the week when they have no and plans to roll out another service truck next year. All
one home to let you in, it usually is seen to them as a of which means DeFrates doesn’t have time to handle the
blessing,” he says. Consequently, while the company’s office tools any more.
staff are not in the office on weekends, some crew members “When I personally
are on the job in people’s homes. was doing the work, it
The service schedule was implemented within the last always was art to me:
year. DeFrates was asked how the weekend work sits with the finished jobs were Featured
his crew. “It just kind of happened and works well. Some works of art. I wanted Equipment
guys prefer to have some days off during the week as opposed my work to look better
to weekends and others couldn’t work weekends, so it a nd be bet ter t ha n RIDGID
800-769-7743
worked itself out. The ones who work weekends take off a nyone el s e’s .” He
www.ridgid.com
Monday and Tuesday or whatever days they want.” admits, “It was hard to
Whatever day they are working, the six service break away from that. Spartan Tool
technicians at Jay’s Plumbing & Sewer carry with them It was. But I think it’s 800-435-3866
current know-how about doing their jobs. DeFrates keeps part of the evolution of www.spartantool.com
Ad on page 5
them informed by holding weekly hour-long training the company. You find
sessions. The in-house training ranges from new product key people who want to Supreme Corporation
knowledge and review of plumbing techniques to updates come behind you, and 800-642-4889
about company bookkeeping procedures. He and his you let them do the www.supremecorp.com
service manager and general manager also welcome visits work.”
by manufacturers. “When parts on a water heater or
plumbermag.com | January 2018 21It’s your
magazine.
Tell your story.
At Plumber, we’re looking for plumbing
companies with an interesting story to
tell. If you’d like to share your story, send
us a note to news@plumbermag.com.
22n the ROAD
Upon Further Review…
A fast, app-based review process makes it easy for
customers to give this plumber an online thumbs-up
By Ken Wysocky
I
n the years BI (Before Internet), the biggest marketing
decision Rick Clemmons had to make was what size
ads to take out in the phone books to promote his
company, The Plumbing Doc, a service and repair outfit he Bakersfield, CA
established in 2000 in Bakersfield, California.
Things are much more complicated now. Instead of COMPANY The Plumbing Doc
fighting for consumers’ attention in phone books, contractors
LOCATION Bakersfield, California
are now scrambling to boost their internet presence through
positive online reviews on websites and social-media platforms, OWNER Rick Clemmons
and struggling to combat false negative reviews posted by
TOOL Real Time Reviews app
unethical competitors. But Clemmons has found a simple,
yet effective weapon to wield in this digital battle: Real Time FUNCTION User-friendly, online-review
Reviews, an app that makes it extremely easy for customers process
to review his service — and eliminates false negative ads. FEATURES Cellphone app; quick text-
“I never expected things to go this way,” Clemmons, 58, based notification; takes
says of the burgeoning importance of online reviews. “But customers 3 to 5 minutes to
post online reviews
reviews really have a major effect on my business.” As such,
he decided to give Real Time Reviews a try about a year ago, COST $199 per month
although he concedes he was a bit skeptical at first.
WEBSITE www.plumbingdoc.net
That skepticism lasted until Clemmons, a master plumber
with 12 employees, almost immediately saw a boost in his REAL TIME www.realtimereviews.com
online ranking — coupled with a corresponding jump in REVIEWS
WEBSITE
sales calls. “For the money, it’s about the most impactful
thing you can do for effective online marketing,” he reports.
“We do some pretty good tracking on service calls. Our
people can’t put calls into the dispatch board without first if they’re willing to provide an online review of the work. If
finding out where customers heard about us — Angie’s List, they agree, the technician calls up the Real Time Reviews
Google, HomeAdvisor, Yelp and so forth. app on a cellphone, types in the customer’s name and phone
“I would say that within the first two weeks, we saw a number, and sends the customer a text.
10 percent increase in calls that came off Google searches,” The resulting message thanks the customer for using
he continues. “People see the number of stars (on the reviews) The Plumbing Doc and asks if he or she would recommend
and call us. Consumers really read those reviews.” the company to others. They can hit either “yes” or “no.” If
Use of the app costs $199 a month, and there’s no annual they hit “yes,” then it asks if they want to give a review on
contract required. Clemmons praises its simplicity, which Facebook and/or Google. If they click on that, it walks them
is critical for time-strapped customers who are unlikely to through some basic steps and then publishes the review
provide reviews if the process is complicated. Here’s how it immediately. “Sometimes our techs call me after a job and
works: After completing a job, a technician asks the customer say, ‘Hey, Rick, check out the review I just got,’” he says.
24“ Iwewouldsawsaya 10thatpercent
within the first two weeks,
increase in calls that
came off Google searches. People see the
number of stars (on the reviews) and call us.”
Rick Clemmons
The process doesn’t take more than three to five minutes.
During that time, technicians usually load tools back on
A screenshot of The Plumbing Doc’s Real Time Reviews app that is
their trucks so they’re not standing around, wasting time. sent to customers following a service call.
The ability to do the reviews quickly is important because
technicians don’t leave until the customer finishes the
review. Why? Even if customers say they will do a review, reviews are legitimate because we send the link directly to
research shows the vast majority won’t do so after a contractor the customers.”
leaves the job site, he notes. “They mean well, but real life The Real Time Reviews app benefits the business in more
tends to intrude.” ways than just raising its online ranking. For starters,
The system’s simplicity is a big asset, too, Clemmons Clemmons says he’s recorded a 10 to 15 percent increase in
adds. He explains that in the past, he’s had customers who revenue just from reduced spending on phone book ads. “If
were willing to provide a good review but didn’t do so because you can get a $150,000 to $200,000 increase in annual revenue
the process was too difficult and time-consuming to navigate. for an investment of a couple hundred dollars a month, I’d
“I actually used to give people a hard copy of instructions say that’s a pretty good return on your money,” he says.
for how to post an online review,” he recalls. “And if I asked Furthermore, the reviews act as a quality-control program
20 people to give us a review, I might’ve received one.” of sorts. While Clemmons says his technicians are
Of course, technicians must be discerning about which conscientious about providing good customer service,
customers they ask to do a review. As Clemmons puts it, “If knowing they have to ask for a review makes them even
they’re a pain in the butt, you don’t send them the link. It more aware of what it takes to make customers happy. And
doesn’t take rocket science to figure out if a customer is if a technician consistently doesn’t obtain Real Time Reviews,
happy or not. I like this system because it gives you more that alerts Clemmons to a potential problem.
control over who’s going to give the reviews.” So far, that hasn’t been an issue. In fact, Clemmons says
Speaking of control, Clemmons also praises the app’s that The Plumbing Doc consistently maintains an online
security. Customers can provide a review only if a technician ranking of 4.75 to 4.85 stars out of a possible five. “It’s hard
sends them a link via the app, and then they have to log in to make every single customer happy,” he says.
to platforms such as Facebook or Google to complete the The takeaway for other plumbers? If they don’t feel
process. That ensures they’re legitimate reviewers, not comfortable pursuing a positive online presence, it’s only
unscrupulous competitors. going to hurt them in the long run if they don’t because
“We all have problems with false reviews, and they’re the internet is just too powerful a forum to ignore. “If a
very hard to get rid of,” he says. “I still have one on Yelp customer is ticked off, thousands of potential customers
that’s been there for more than a year. I have no record of can see their negative review,” he says. “So you’ve got to
ever doing work for a customer with that name, so I know maintain good ratings. If you’re not rolling with the times,
it’s fake. But with Real Time Reviews, I’m certain the you’re falling behind.”
plumbermag.com | January 2018 25Smart On the
BUSINESS ROAD
Product
Figuring Out the Bidding Process
FOCUS Lorem ipsum
Contractors who don’t have a planned approach for taking
on more work could bring trouble to their business
By Neil Feldman
Product
NEWS
F
rom small bathroom retrofits to large ground-up require a lot of capital and manpower,” Kontororovich
buildings and wastewater treatment plants requir- says. “It makes good business sense to err on the side of
ing substantial amounts of product and labor, the conservativeness to ensure you don’t bite off more than
vast majority of commercial projects are run through a com- you can handle at a given time.”
petitive bidding process. Kontororovich notes that it’s better to have multiple
For contractors looking to expand, it may be tempting smaller- to moderate-sized projects running simultaneously
Case
to significantly ramp up bidding output by firing off as many rather than managing one large one. If something goes
STUDIES
quotes as possible on various types of projects. But caution awry or the money doesn’t flow as fast as expected on one
must prevail over temptation, as an overly zealous approach project, it’s much easier to handle if there are multiple
to taking on new business can easily backfire. projects running.
“It’s important to evaluate your business and have a
clear direction where you want to take it,” says Jim Gaffney,
“
owner of Goshen Mechanical in West Chester, Pennsylvania.
“Taking onCase too much in a short period of time can put a Taking on too much in a short period of
lot of stress STUDY
on a business and can lead to serious problems.” time can put a lot of stress on a business
Those problems could include not having sufficient
labor to handle the work, taking on projects outside of and can lead to serious problems.”
your comfort zone, taking on projects with questionable
clients, and impeding cash flow.
Jim Gaffney
WHAT TO CONSIDER
Prior to commencing a push to take on more work, The actual customers being quoted are another key
plumbing contractors are well-advised to establish a clear consideration when looking to expand. “It’s important
strategy and approach to a ramped-up estimating effort. to run a Dun & Bradstreet report and have a good sense
“There’s a lot to consider when determining what type of of the credit history of a prospective account,” says Bill
work to take on,” says Vitaly Kontororovich, owner of Vital Soper, senior estimator at Calvert Mechanical in Balti-
Plumbing in Brooklyn, New York. “The first consideration more. If you’re on the fence about a particular new cli-
is the type of labor being used. If you’re a union shop, you’ll ent, Soper suggests treading lightly by starting with a
never be competitive bidding nonunion work against open couple of small opportunities.
shop contractors, and so quoting those jobs is a waste of
time for estimators.” THE BIDDING PROCESS
The next consideration is the size of projects you’re It’s relatively easy to get on a lot of bidders’ lists and in
comfortable taking on. “If you have a few employees and short order have more projects to quote than you can get
a bonding capacity of $3 million, you can’t be looking at to. Trying to estimate jobs too quickly, however, can
new apartment complexes and other projects that will undermine diligent practices and result in costly mistakes.
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It’s important to allow ample time to review vendor quotes it gets my mind thinking about that package, and I turn
to ensure they are accurate and pricing is optimal. On to that subcontractor when I need to ask questions or
projects where multiple manufacturers are noted as confirm scope.”
acceptable, estimators are well-advised to have at least two
of them provide figures, especially on moderate and larger STAYING ORGANIZED
jobs where a lot of the same items are called for. Though it may seem like an obvious point, maintain-
There’s a fine line between putting proposals together ing an organized bid schedule and updating it daily is
expeditiously and putting too many together too fast. extremely important. It’s easy to get caught up and neglect
“You don’t want estimators under so much pressure to a handful of bids or begin reviewing certain bids the day
churn out quotes that they end up making costly mistakes,” before they’re due. By maintaining a schedule and adjust-
Gaffney says. “General contractors rely on competitive ing bid dates as necessary, estimators can prioritize and
bids to win their work, so if they rely on a quote with a focus on those jobs that are due sooner.
mistake, they will do whatever they can to hold you to Lastly, it’s important to not take jobs below the mar-
that number.” gin threshold you’re comfortable with. “Just adding a lot
Gaffney notes that a couple mistakes with bids will of volume at tight margins is not a good approach,” Kon-
quickly spread within the contractor community. tororovich says. “You need to have some cushion in it in
Following up on bids is nearly as important as submitting case labor goes over budget or the money doesn’t flow as
them. General contractors and end users are busy juggling fast as you expected. You’re in business to make money,
many things at once, and quite often, those who are diligent and passing up bad jobs and jobs with no money in them
with follow-up will be a top contender when it comes to is just as important as getting proposals out and negotiat-
buying out the plumbing package. “Sometimes things get ing good work.”
very hectic, and we are trying to purchase many different
trades for multiple projects at the same time,” says Bill
White, senior estimator and purchasing manager at Walsh Do you have a plumbing business question you’d like answered?
Brothers, a Boston-based construction management firm. Email editor@plumbermag.com with your question.
“I appreciate subcontractors who follow up weekly because
plumbermag.com | January 2018 272018
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Exclusively serving plumbing contractors and franchisees | plumbermag.com December 2017 Exclusively serving plumbing contractors and franchisees | plumbermag.com November 2017 Exclusively serving plumbing contractors and franchisees | plumbermag.com October 2017
Exclusively serving
residential and commercial
plumbing contractors FROM FARMS
and franchisees TO FRANCHISEE
Minnesota contractor expands into residential plumbing
Up to the SMALL BUSINESS,
during a market shift and continues to see growth Page 12
www.plumbermag.com CHALLENGE Taking on commercial and residential
jobs of all sizes allows Illinois plumber
BIG MENTALITY Plumber with small operation finds big
to build his company Page 12
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On the Road
In The Shop On the Road COMPACT DRAIN CLEANING
KNOWING WHEN TO REPLACE SOFTWARE HELPS COMPANY UNIT JUMP-STARTS
VEHICLES CAN BE TRICKY KEEP TABS ON BILLING AND COMPANY’S GROWTH
Page 18 SCHEDULING Page 24
Page 24
In the Shop
29
On the Road First Responders UNDERSTANDING NOZZLES
plumbermag.com | January 2018
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