The businesses we profile in this month’s issue provide a study in contrasts.
New England Pipe Cleaning Company (NEPCCO) goes to market with a full range of wastewater and stormwater maintenance, investigation and rehabilitation services for municipalities, engineering firms and contractors. Kirkman’s Plumbing & Eel Service, meanwhile, has stuck to basic plumbing and drain cleaning.
It’s pointless to argue about which kind of company is “right” or “wrong,” because in the end, a business that rewards its owners and employees and satisfies its customers is a good business. But it’s worth noting that these two companies, one arguably “new wave” and the other arguably “old school,” share some key attributes.
Getting with the new
The “new wave” NEPCCO offers a wide range of inspection tools and rehabilitation technologies, mostly trenchless. These include grouting, which while not exactly new, is enjoying a resurgence. The company owns a fleet of 10 custom trucks fully dedicated to grouting.
Constantly in pursuit of new ideas and seeking to stay abreast of technology, the company is active in a wide range of water, wastewater, engineering and contractor associations. It offers a successful series of lunchbox talks, designed to educate current and potential clients about new issues and technological developments.
Meanwhile, the “old school” Kirkman’s Plumbing has a similar strong belief in learning. Owner Keith Kirkman naturally takes classes to renew his state plumbing and electrical licenses, but he also attends an annual regional plumbing and heating trade show in his home state of Ohio, and another in Indiana. And he’s a regular at the annual Pumper & Cleaner Environmental Expo International.
He pursues education not just for the business advantages but because he finds it makes work more enjoyable. While he may not be first in line for every new tool that comes along, he remains an innovator: If he can’t find exactly the machine he needs on the market, he just might build it himself.
Staying with the old
Meanwhile, Kirkman’s “old school” business attitudes help keep him securely in the black. He stresses doing a job right the first time, charging prices that cover expenses and generate a reasonable profit, and investing wisely in good equipment.
He has a unique approach to the fairly routine task of cleaning drain lines, one that ensures a thorough job and less likelihood of callbacks. He’s not about to give his work away: He won’t let his pricing be dictated by low-ball competitors. He believes low price isn’t necessarily a value, and he gets his customers to believe it, too.
He keeps his equipment not just well maintained but clean – because he thinks clean equipment works better and makes the right impression on customers.
As for the “new wave” NEPCCO, time-tested business principles apply there, too. General manager Mike Poplawski and his leadership team won’t let the focus on growth get in the way of delivering a quality job for existing customers, every time.
They also focus on keeping their employees on board – because quality people and continuity of good service are part and parcel of success. As a consequence, many employees have been with the firm for more than 20 years, and one is in his 40th year, having advanced from laborer to project supervisor. New service lines help keep work challenging for team members and give them career paths with more room to advance.
Some of both
So it seems clear from these examples that even if you choose to remain “old school,” you’ve got to stay with the times and innovate. And even if you choose to be “new wave,” you can’t let go of bedrock principles that have served businesses of all kinds well since the concept of commerce began. It’s a lesson worth remembering for any business, old school or new.
