Diversify and Prosper

Offering a variety of services brings in more work and builds customer trust

Sometimes it pays to specialize. We’ve featured plenty of contractors over the years who stick to one or two services. Becoming the go-to company for trenchless pipeline repair or pipe inspection can be a smart business decision. Honing those skills so you can take on even the most difficult jobs in your particular niche builds your reputation — and can be pretty lucrative.

But then we also feature contractors who seem to do it all, offering such a wide range of services you might wonder how they even manage it. Running a business with multiple service branches is a big commitment, from obtaining certifications and licenses, to training employees, to purchasing and maintaining all the necessary equipment.  

The Diversification issue we put out every December aims to help you in that commitment. This month’s contractor profiles feature companies that offer multiple services. Their reasons for adding services are different, but what they have in common is a strong commitment to providing the best for their customers.

Sometimes all it takes to fall into more work is buying one more piece of equipment. The founder of Allen Hughes Septic Tank Service purchased a jetter in 1997 and current owner Dale Wilson says the importance of having it “can’t be overstated.” He has a newer jetter now and won’t ever go without one because of the options it provides his company — along with generating 30% of the work.

Of course, you can still have a specialty even if you offer a wide array of services. Wilson’s is septic repair work. But the jetting and inspection work and septic pumping all feed that. The company’s pump truck operator pays attention to what he sees out on the job and alerts homeowners to any issues. This builds customer trust and leads to more work.

Tommy Phillips, owner of Heritage Plumbing, started out primarily doing new-construction plumbing jobs but those dried up in 2008-09. The transition to full-service plumbing was easy because he already had the philosophy that as a plumber, you should know every aspect of the industry. His services now run the gamut from septic installation to water heater repair and backfill prevention testing, and he has the certifications to back up the work. Obtaining certifications is pricey and time-consuming, but absolutely worth it, Phillips says. Aside from the added knowledge, the certifications win the confidence of his customers.

The pandemic threw another wrench at businesses, and unexpected changes are another reason it’s good to provide a diverse slate of services. “Situations like this are one reason we got into learning how to do a lot of different things,” Phillips says.

If you’re looking to expand your services, check out this month’s Product Focus, featuring tools and equipment for both plumbing and septic work. You’ll also find articles with tips for working with plastic piping systems and for preventing root intrusion in a customer’s septic system.

Whatever services you offer, learning to do the job well is the most important thing, and Cleaner strives to be a resource to help you get there.

I hope you enjoy this month’s issue. 



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