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The other day, my husband and I ventured over to our local hardware store to purchase a Big Green Egg grill and smoker. You see, it was a deal between the two of us: Last year, I got my bucket list Italian vacation and this year, he gets his smoker.

Plumbers, like most technical people, value their technical skills above all else. Consumers, who have little ability to discern good plumbing from poor or average work, tend to judge plumbers based on their soft skills. Ignoring the soft skills is like ignoring half of a repair. Here is a 10-point soft skills checklist for your team.

Last fall, a generous plumbing contractor in Las Vegas allowed me to park a trailer-load of four-wheelers in his backyard. It was an incredible backyard. I’ll be happy to tell you his name, but I’m about to tell you about his son.

For more than 17 years, I’ve been helping contractors learn and practice good habits. It has improved their lives, their employees’ lives and even the lives of the customers they serve.

Four years ago, I attended my first AHR Expo in Chicago. And no matter how many times my colleagues warned me to bring my walking shoes, I was blown away by the sheer size of the event. I put in my daily 10,000 steps — and then some — walking back and forth between the halls learning about ductless mini-splits, cooling towers, boilers, water heaters and more.