The Big 20 - Wisler Plumbing & Air

The ‘Big 20’ is the minimum standard we hold ourselves to at Wisler Plumbing and Air. Onboarding for every single member of the team includes signing an agreement to uphold these standards while representing the company. When we make a mistake or come up short, we can always come back to these standards; we can take responsibility and take action to do better moving forward.

Until now, the ‘Big 20’ has been mostly internal at Wisler Plumbing and Air, but today we’re going to share them, and we’ll get into greater detail in future posts.

1. Show up on time.
2. Do the job right.
3. We listen.
4. Neat appearance.
5. Caring and courteous people.
6. Well-stocked trucks.
7. Drug free.
8. Wear floor savers and lay down mats.
9. Wear uniforms.
10. Well-trained technicians.
11. Personal phone answering.
12. Background checks.
13. Be honest.
14. Hard workers.
15. We value feedback.
16. Clean up after ourselves.
17. Give price in writing before the work is done.
18. We stand behind our work.
19. We smell good.
20. Recommend options.

The ‘Big 20’ is just a minimum bar, and sometimes it’s hard to live up to. But we onboard with them, train around them, and have the list posted in all our managers’ offices. When we have a client concern, instead of getting defensive, we say: hey – did we live up to our own standards? And if we didn’t, we need to take ownership of it.

Stay tuned for a more in-depth look at the ‘Big 20’ and call us at 540-483-9382 to work with the team at Wisler Plumbing and Air.