When a homeowner under 50 opens ChatGPT, Claude, Perplexity, or Google AI Overviews and asks "my AC stopped working — who do I call" or "best plumber in my city," the answer is almost never one of the 230,000 small or independent contractors in the U.S.
Loyalty doesn’t require expensive software or flashy marketing. It comes from consistent, thoughtful habits that show customers they are seen, heard, and cared for.
Instead of focusing solely on closing out a dispatch, companies should be intentional about building relationships: communicating proactively, documenting their work, and checking back in even after the invoice is paid.
When Ryan Edgington began exploring the value of Oxford Plumbing & Heating out of curiosity, the third-generation owner navigated the sale of a deeply rooted community business while preserving its people-first values.
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.
The tool centralizes material lists, order tracking, delivery preferences, pricing visibility and team collaboration.
September 23, 2025
The Home Depot has introduced a digital Project Planning tool aimed at helping professional contractors organize and manage complex jobs through a single platform.
Faced with costly turnover and a tightening labor market, Cooper’s Plumbing & Air partnered with Reins to launch an equity-based incentive system that gives employees real ownership in the business. The approach has boosted retention, strengthened culture, and offers a model for how contractors can keep teams engaged beyond paychecks alone.