People are the foundation of any business. Both of the profiles in this month’s issue of Cleaner discuss growth and the priorities these business owners place on bringing the right people on board.

Both look at business growth through a similar lens, though the companies are much different in size and scope. New York-based Pro Drain is a two-man shop focused on serving high-end clientele. The Underground Detective, which started as a Cincinnati plumbing contractor’s side business, now has five offices across the U.S.

For T.J. Heckman, owner of Pro Drain Inc. in New York, the skill level and professionalism of his technicians is a top concern because he depends on the company’s reputation to attract the kind of customers he wants. “I’ll keep this company small long before I ever have technicians who do not fulfill my vision,” he says. “What is the sense of having a bigger company and a less-than-perfect name?”

Heckman clearly defined his company goals at the outset. He wanted a client base that would value a higher level of service, and he set his sights on the wealthy neighborhoods of New York’s Westchester County. Having worked in the area for many years, he realized that the type of company he wanted to build would appeal to the area’s higher income clientele.

Heckman’s approach has helped him grow a profitable customer base, but it’s still just him and his lone technician handling every call.

The Underground Detective, on the other hand, has grown from that small Cincinnati side business to a company with five locations and 20 employees. Still, quality of service and the skill and professionalism of technicians is the biggest factor in the company’s growth.

“We’re definitely about gradual growth, but that’s because we like to keep control on the quality of the product,” says company president
Rob Harris.

New hires spend months in training, including extensive OSHA and defensive-driver training, and then several more months riding along with some of the company’s more experienced technicians. Then the new employee takes the lead but is still shadowed for a period of time to ensure that they have a complete understanding of the company’s procedures when tackling a locating job.

“It’s a nine-month to yearlong process before they’re out there on their own,” Harris says.

The Underground Detective and Pro Drain are very different companies, but they share a fundamental belief in making sure everyone who puts on their uniforms represents their core values and upholds their standards. There’s nothing new or novel about that philosophy, but making it a fundamental part of your business plan and adhering to it requires just as much work as any other part of your business. It can even hinder your growth in the short term, but it sets up a foundation for your business and can pay big dividends in the long term.

I hope these stories provide some insight and help you build or reinforce your own foundation. At the very least, they can provide some perspective on what has helped these contractors achieve their own views of success.

Enjoy this month’s issue.