Wisler Plumbing and Air

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James Wisler’s Mother’s Day List

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In my home growing up, mom was always the one that prepared all the meals, so celebrating Mother’s Day by having mom cook another meal just feels like phoning it in. Now, I’m all for getting everyone together and having a home-cooked meal with extended family, but sometimes you just want to let someone else do the work. Here are some ideas.

Fortunately, we have some good local options. In Rocky Mount, we like the Rocky Mount Burger Company, Ippy’s Restaurant and the Napoli Cowboy is always nice. In Roanoke, you’ll also find places like Carrabbas and Olive Garden and many others. And, if you’ve got other plans and want to get a quick meal, hit up a place like Chipotle’s in Roanoke Towers.

For me, getting everyone together for a home-cooked meal is still the best.

Mother’s Day this year is May 8.

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The Big 20 is our list of minimum standards for Wisler Plumbing and Air. Here are 3 more from our list…

Personal Phone Answering

This is very important to us as we recognize what clients need as we serve them. When you have a plumbing issue or a HVAC issue or a backed up sewer or anything like that, you definitely do not want to be talking to an answering machine or an answering service. You want to call a company that that is able to help you and get you on the schedule and answer any questions right while you’re on the phone. We have committed, as a minimum standard, that we will not turn our phones over to an answering service. We will answer promptly and do our very best to maintain staffing levels that will not require the use of voicemail or unanswered calls.

We have a queue that people can wait in if we are extremely busy. As we’ve kind come out of  the pandemic, we’ve reinvested even more staff to our call center to make sure that we’re answering the phone when someone calls.

Background Checks

Your home should be a safe environment for you and your family. You want to make sure that you can put trust into whoever’s coming in there and, making sure that that safe environment is not being compromised. That’s why we have background checks done on any of our employees that will be coming into your home.

Well-Trained Technicians.

We have a training culture at Wisler. While we don’t always have all the answers right then and there, I am confident in is someone in our company does have the answer. And so we cross train and are constantly are developing our technicians to empower them to be the most competent as they can be out in the field.

We dispatch our technicians based on competency. Just because someone is in a certain area, doesn’t mean that they go to all the calls in that area. We value this competency so much that we will run someone all the way across town to make sure that the customer gets the most competent person for that job. We start out with our technicians being a skill level two or three, and we try to move them to a level five, which is the top tier skill level for a technician. As an organization, we are constantly working on upgrading those skill levels so that our clients get the best service possible.

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Our mission is to honor God, serve people, be diligent, do quality work and to grow profitably. We could’ve let the challenges and changes of 2021 become distractions to this statement that means a tremendous amount to us. So, as we turn the corner on a new year, we’re really focusing in on our mission.

We’ve always been focused on retention, but we’re going to be even more intentional this year. It’s a new climate and we need to adapt. A higher level of retention is good for the organization, our customers, and the family members that count on us. We’re going to provide more training and more focus to our team members’ career paths in 2022.

We also plan to increase staffing in our plumbing maintenance department. Our Diamond Club Family counts on that.

As far as the industry itself, I think we’re going to see somewhat more of the same that we experienced in 2021 – supply chain issues are not going to fix themselves quickly.  It’ll take years for that to resolve. We may not see the same level of inflation in 2022, but we will see some of it. So that’s a moving target that we’re going to have to handle.

Overall, I’m excited about the team we have and where we are headed in 2022. I think our customers and team will feel the full benefit of our focus.

If you’re looking to join a great team, contact us at wislerjobs.com. And if you have any plumbing or HVAC issues in your home, reach out to the team at Wisler Plumbing & Air by contacting us online or giving us a call at 540-483-9382.

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For our company, 2021 was a year of constant change, adapting to both success and challenge. It was a year of pivoting as we faced COVID, inflation, turnover, and even growth.

This was the first year in our history that we had over 15% turnover in our team, and that impacted us in several different ways. Some good, some challenging. We continued to deal with COVID and illness within our staff. There were a couple times in 2021 where our entire call center was working from home, which brought a whole new set of challenges as we continued to strive for a high-level of service to our clients.

Just like everyone else, we dealt with supply chain issues. For example, our water treatment units have anywhere from a 10 to 14-week lead time. We’ve also seen the effects of inflation, with four different increases on water heaters, two increases in water treatment, and even fixed expense increases within our organization. So, we had to adapt and overcome as we faced those changes.

We have 35 new team members that onboarded in 2021, and we moved from an onsite 1,200 sq. ft. warehouse to an offsite 7,500 sq. ft warehouse. In many ways, all of that has been great, but it does come with some challenge in figuring our processes and procedures.

In 2021, recognized that we need to do a better job of servicing our Diamond Club members. Currently, we don’t have the staff we need for plumbing service calls, with lead times a month out. And a lack of available skilled HVAC techs continues to be an uphill battle. We know now that the way out of that bind is train our way out of it. As a result, we are constantly training our staff to increase competency levels.

The amazing thing is, even with all the above, our organization was able to profitably grow 28% in 2021. So, though it feels like an entire year of adapting and challenge, it was also a tremendous accomplishment. We see 2021 as a success, but we will always remember the learning experiences it presented as well.

If you have any plumbing or HVAC issues in your home, reach out to the team at Wisler Plumbing & Air by contacting us online or giving us a call at 540-483-9382.

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Our mission statement here—and my mission statement, really—is to honor God, serve people, be diligent, do quality work, and grow profitably. I want to extrapolate a couple of things from that statement: Serving people well, being diligent, and doing quality work are practices that are very important to me. The quality of the work we perform is just so important that I find myself thinking about it quite a bit. It bothers me greatly if we’ve done anything incorrectly in someone’s home.

Satisfaction hinges around making sure that we’ve put the right person at a customer’s home and trained them correctly. We also have to be certain we’ve done the best job we possibly could. If we’re not efficient, if we don’t get a call made when we should have, or if we don’t update the customer about their situation, we’ve failed. This is so important to me, this organization, and our team. It’s a huge concern whenever we miss the mark. Day-in and day-out, we strive to respond to those issues quickly and try to resolve them the right way, to make sure we regain our customers’ satisfaction moving forward.

The ‘grow profitably’ part of our mission statement means we need to make a profit to stay in business for our employees and our customers. However, there are isolated situations where that’s not possible. We actually think it’s more important to lose money if it means making sure a customer is satisfied. We have to step up to the plate and take ownership of certain mistakes. Even though it’s neither fun nor profitable, it’s the right thing to do. That goes back to the quality of service and work performed—there’s a balance between quality and profitability, and I’m not willing to sacrifice quality in the name of profit.

If you have any questions about your plumbing or HVAC systems and you want to work with a team who cares very much about your satisfaction, reach out to us today. Contact us online or give us a call at 540-483-9382.

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1. Roanoke is a very historic town.

Roanoke’s history is pretty deeply tied with the railroad, which unfortunately is mostly gone today.

2. Roanoke’s future lies in the medical industry.

Roanoke’s future is based largely in the medical industry. Carilion, Virginia Tech, and Radford work in the Roanoke area and they’ve partnered together to share medical facilities.

3. There’s a lot to do in Roanoke.

There are lots of tourist attractions in the Roanoke area. Just south of Roanoke in Franklin County lies the Booker T. Washington National Monument, right next to Smith Mountain Lake where he grew up. There’s also a 200 ft. land bridge just north of Roanoke called Natural Bridge, which is one of the major attractions on the East Coast. There’s just so much to see and do.

4. Roanoke used to be called The Magic City, but now it’s called The Star City.

Back in its early history, Roanoke was called The Magic City. However, a lot of locals have now adopted the name The Star City because Roanoke’s big landmark is a standing illuminated star. Built in 1949, it’s actually the biggest standing star in the world. (A star in Texas that lies flat on the ground is bigger. However, the one in Roanoke is illuminated and standing up.) You can see the star from 581 as you drive through Roanoke at night. It’s pretty cool to look at it when it’s lit up.

5. Franklin County is right next door to Roanoke.

Franklin County has a colorful history, and has been dubbed the moonshine capital of the world.

6. Roanoke is best known for Virginia’s Blue Ridge.

The Blue Ridge Parkway and the Blue Ridge Mountains come right through Roanoke, and it’s just gorgeous. The trees and the colors in the area make it a great place to live.

7. Lots of people don’t know how big Roanoke is.

The greater Roanoke Valley has a population of approximately 300,000 people. It’s not a huge place, but it’s big enough to have plenty of convenience.

If you have any questions, reach out to the team at Wisler Plumbing & Air today. Contact us or give us a call at 540-483-9382.

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