As one of the few franchise models that has dual revenue streams of both plumbing and HVAC, 1-800-Plumber +Air is defined by its dedication to its franchisees and their success. This past summer, in response to the new growth in its franchise family, the company has taken an intentional approach to expanding and strengthening its training and support team. By Kelsi Trinidad
As one of the few franchise models that has dual revenue streams of both plumbing and HVAC, 1-800-Plumber +Air is defined by its dedication to its franchisees and their success. This past summer, in response to the new growth in its franchise family, the company has taken an intentional approach to expanding and strengthening its training and support team.
To guide this initiative, the company has appointed Nick Bouza, a 20-year master plumber, as the new director of training. Over the past eight years, Bouza has trained technicians on essential skills, including how to navigate the in-home customer experience. The company recognizes that new franchisees may not be industry experts, so it has focused on creating a solid program that addresses any knowledge gaps they have.
“Based on his background and success that he’s had previously, we knew he’d be a great fit for us with his daily focus being working with our franchise owners to help them with their technicians and how to get the most from their team,” said CEO Mark Collins.
Bouza is expanding the company’s virtual training program, which is built on a robust learning management system, by adding more on-demand training resources. He also hosts monthly training sessions, which are open to anyone in the 1-800-Plumber +Air system. These sessions cover various topics, such as better execution methods of the software, how to overcome objections, the in-home process and how to interact with homeowners. Lastly, Bouza will lead in-person or location-specific training sessions upon request.
Additionally, the company has brought in Taylor Cegielski as a support specialist. Cegielski spent the last eight years in the day-to-day operations of the 1-800-Plumber +Air flagship location, and in her new role, she supports the company’s franchise owners. Her responsibilities include shepherding new franchisees through onboarding and launch as well as providing on-location training support for the office staff. Cegielski trains staff on everything from how to answer phone calls and dispatching to software support, and she also hosts virtual training sessions.
Most recently, the company created a director of franchise support role to provide managerial and leadership support to franchisees. Ralph Bratton brings his years of experience in the service industry and track record of leading large teams to the role.
“I have spent a lot of effort this year on how to help provide better support for our franchise owners, by way of ‘let us do it with you.’ We don’t want to do it for them, but we want to help push toward their success with them in their journey. We are being really intentional about building a team that’s not just traditional franchise folks. It’s more targeted and focused on industry experts who know how to succeed,” said Collins.
Kelsi Trinidad