Business Management

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You can teach anyone to sweat a copper joint or wire a circulator pump. What’s much harder to teach is attitude, curiosity, pride in craftsmanship, and the ability to make a customer feel at ease.

In this episode of And So It Flows, host Natalie Forster sits down with Spencer Pope, manager of technical support and training at Bradford White, to explore how education and workforce development are evolving across the plumbing, HVAC and mechanical trades.

Franchising offers tradespeople a structured path to entrepreneurship, combining operational know-how, leadership skills and established brands for faster growth and long-term success.

Artificial intelligence is being used in a plethora of ways across the trades industry. According to Lynn Wise, CEO of Contractor in Charge, “Plumbing and mechanical contractors are moving past the experimental phase of AI and are adopting practical solutions that integrate directly into their daily operations. These tools are streamlining workflows, enhancing customer service, and boosting profitability.”

Bringing veterans into the trades isn’t charity; it’s capacity building. They tend to stay longer, care deeply about their work, and invest locally. Every veteran hired strengthens not just a company but the community it serves.

People from all over the world came together with a shared purpose: to learn, grow, and help one another succeed. I sat with plumbers from Georgia during one session, and over lunch, I joined a group from Wisconsin. We talked about everything from the unique challenges of running a business in different regions to funny on-the-job stories that reminded us all why we love this industry.

Weather emergencies have steadily increased in frequency and severity over the past six decades. In addition to a gasoline-powered high-volume dewatering pump, we maintained an inventory of submersible sump pumps and if it looked like severe weather was potentially headed our way, I increased our inventory.

Culture is a vital driver of results. A 2025 Deloitte study found that strong cultures lead to 30% more innovation and 40% higher employee retention, saving companies 90–200% of an employee’s annual salary for each retained worker. In contrast, Gallup estimates disengaged employees cost the global economy $8.8 trillion, or 9% of GDP.

Approximately twenty years ago, we got a call from someone who owned three identical apartment buildings in a nearby town. His name was Leonard. He recently visited an annual building-owners trade show and heard that we knew how to fix and properly adjust outdoor reset controls. Leonard called us, and we made an appointment.

As many companies adopt growth-oriented language, it’s important to explore the tactical strategies behind it. Key benchmarks to consider include: What roles do we need to fill in the next few years? How do we retain our experienced employees? Who is our ideal customer and how many will we have in three years? What are our projected revenues in 5 and 10 years? Are our plans aligned with healthy gross and EBITDA margins?