Page 8 - The Compass - Volume 14 Issue 5

LEARNING FROM THE BEST

Scott: To add to what Doug said, before I came here, I did your mom. Treat people like you’d want them to treat you
repipes and water services. The amount of training they if they walked into your home. And understand they’re
put into us is just incredible. They want the best of the best making a huge financial commitment to their home.
going into their customers’ homes. You have to be the real Scott: I second all of that. Always respect the homeowner
deal. That’s why we have such loyal customers. I mean, and treat them like you’d want to be treated. Remember
we go to jobs where people literally don’t care about price. you’re in their home.
They know Ongaro is the best, and it doesn’t matter what
it costs. I’ve had to stop customers and say, “Hey, I do need Last question: how much competition is
to tell you the price.” [Scott said while laughing.] there between the two of you to have the
best numbers?
What percentage of the job do you collect Doug: There’s no competition. Scott’s mediocre compared
before leaving? to me. [Doug and Scott roared with laughter.]
Scott: In the state of California, you can take a 10% deposit Scott: Hey! I think I got him by almost $250,000 last year.
up to $1,000. Then, our installers collect the rest when But we’re usually neck and neck.
they’re finished. Doug: We’re competitive to a certain extent, but Scott
and I are pretty much the same. We don’t stress about the
What advice might you give to a plumber numbers, which is funny to say. I don’t let the numbers
who’s new to this service model? bother me. I know I’m going to have crappy weeks
Doug: I would tell them right off the bat to be themselves. sometimes. There are plenty of factors that go into it. Our
People can see when you’re not being yourself. Stay relaxed. numbers aren’t who we are. We come to work because we
And don’t get cocky. Don’t pressure anyone. Don’t be like what we do. I’m the type if I didn’t like what I did. I
pushy. Be like you’re treating your grandma. Or treating wouldn’t do it. 

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8 THE COMPASS | Issue 5 | 2019