Alabama Contractor, Summer 2016

ALABAMA

SUMMER 2016

Contractor

TARGETS FOR LEARNING: Applied Technologies for Apprentices To Earn as They Learn

Water heaters and boilers, residential and commercial, high efficiency and high output – Bradford White has the products you can count on for years of reliable service. We build water heaters in Michigan and boilers in New Hampshire. But no matter the location, each manufacturing facility is staffed with a highly skilled and experienced workforce.

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We have exactly what you need, everything you need, to get the job done and help you build a very long list of greatly satisfied customers. If what you do for a living involves water heaters and boilers, remember this – Bradford White is an American manufacturer that builds products for wholesale distribution to a dedicated group of professional Bradford White is the Official Water Heater and Boiler of the PHCC.

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www.alabamaphcc.org • Alabama Contractor • Summer 2016

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Associated Plumbing - Heating - Cooling Contractors of Alabama

ALABAMA

Contractor

The APHCC of Alabama is dedicated to the promotion, advancement, education and training of the industry, for the protection of our environment, and the health, safety, and comfort of society.

SPRING 2016

Table of Contents 6 7 9 10 11 12 17 18 20 21 22-26

From the Desk of APHCC President, Michael Dean Time Off Denial: Legal or Not? Veterans in Piping 2016 Alabama PHCC Annual Trade Show Save-the-Date 2016 Alabama PHCC Annual Trade Show Vendor Application A Special Thanks to Alabama PHCC Associate Members Alabama PHCC Past Presidents Converting Phone Calls Into More Sales PHCC of Alabama HVAC Continuing Education Internet Course Application PHCC of Alabama Backflow Control Internet Certification Course Application Targets For Learning: PHCC of Alabama Apprentice Program Info and Application

www.alabamaphcc.org

Advertiser Directory APHCC of Alabama Officers PRESIDENT: Michael Dean Dean Plumbing Company 3100 Leeman Ferry Road Huntsville, AL 35801 256-883-6130 VICE PRESIDENT: Rick Thomason PHC 1634A Montgomery Highway, Suite 162 Hoover, AL 35216 205-822-0597 SECRETARY-TREASURER: Jay Wiggins Wiggins Incorporated PO Box 1507 Montgomery, AL 36102 334-235-8889 IMMEDIATE PAST PRESIDENT: Mike Scanlon Scanlon Plumbing Services 263 Mendel Parkway Montgomery, AL 36117 331-279-8989 EXECUTIVE DIRECTOR: Bob Mosca PO Box 36972 Birmingham, AL 35236 205-985-9488 4

Alabama 811 6 Birmingham Noland Company 27 Bradford White 2 FastEst 19 Kolbi Pipe Marker Co. 19

Liberty Pumps 28 Metropolitan Industries 13-16 T&S Brass 19 Taco 3

APHCC of Alabama Board Christine Joiner DMJ Service, LLC 219 Oxmoor Circle, Ste 1 Homewood, AL 35209 205-362-9989

Charlie Conklin Sentry Plumbing, Heating & Air 2490 Rocky Ridge Road Birmingham, AL 35243 205-979-9864

Paula Quarles Banks Quarles Plumbing, Heating, Cooling 2501 17th Street Tuscaloosa, AL 35401 205-758-2627

Phil Smitherman AUX Mechanical Inc. 5925 Johns Road Bessemer, AL 35023 205-428-8416

James Cole Cole Sewer & Drain Services 4530 Plummer Court Montgomery, AL 36106 334-279-8919

Fred Williamson Williamson Plumbing 560 Glade Park Loop Montgomery, AL 36109

Nick Tatum Conrad Watson Air Conditioning, Inc. 4100 County Road 5 Monroeville, AL 36460 251-282-7741

Summer 2016 • Alabama Contractor • www.alabamaphcc.org

Barry Lee Birmingham Noland Company 500 35th Street North Birmingham, AL 35222 205-323-6322

Senior Editor: Bob Mosca PO Box 36972 Birmingham, AL 35236 (205) 985-9488 alphcc@gmail.com

Alabama Contractor is the official magazine of the Associated Plumbing-Heating-Cooling Contractors of Alabama and is published four times annually. APHCC of Alabama does not necessarily endorse any of the companies advertising in this publication or the views of its writers.

Alabama Contractor is designed and published

by Blue Water Publishers, LLC. Articles and information published in this magazine may not be reproduced without written consent of the APHCC of Alabama or Blue Water Publishers, LLC. APHCC reserves the right in its sole discretion to reject advertising that does not meet APHCC qualifications or which may detract from its business, professional or ethical standards. The publisher cannot assume responsibility for claims made by advertisers and is not responsible for the opinions expressed by contributing authors.

For more information on advertising, contact Jim Aitkins, Blue Water Publishers, LLC, 22727 - 161st Avenue SE, Monroe, WA 98272 360-805-6474 / fax: 360-805-6475 jima@bluewaterpublishers.com

www.alabamaphcc.org • Alabama Contractor • Summer 2016

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From the Desk of APHCC President Michael Dean

Public perception that has evolved in our industry should change. Expect good things to happen.

P

ublic perception of skilled tradesmen such as carpenLet’s believe ourselves successful and forward thinking so ters, plumbers and electricians should change. For me, that we might see that self-fulfilling prophecy truly become a looking up statistics in unnecessary. I can just look back over part of our entire industry. my career and the careers of many of my relatives before If you are not a member of the PHCC, join and add your me to see patterns of hard work among those sharecroppers voice. Perception IS reality. What do others see? What are and tenant farmers. Those workers exhibited pride and were your stories? Let’s make a positive change. Present your busirespected for their labor. They and their offspring wanted a ness and yourself as skilled workers with goals and ideals. “better” way of life. Working smarter not harder and setting Let’s all tell someone our stories, our goals. Remember, goals became the aim of these entrepreneurs leading them to expecting something to be good can turn out to be a self-fulmany achievements. The generation that followed them was filling prophecy! then able to enjoy more educational opportunities and set even higher goals.

Even though there have and always will be those who aspire to a higher calling such as inventors, book authors, and even elected officials (I believe they originally started with a high calling) to lead the nation, nowadays, it seems the enlightened proponents for the common good are few and far between. In my opinion, the majority has shifted to the concept of entitlement. This may break the bank but certainly it will break the will and squelch the idea of goal setting for many entrepreneurs of today and into the future.

Each member of our industry should purposefully present himself/ herself and his/her business in a positive light. Share the light of our One free, easy call gets your utility industry with the next generation. lines marked AND helps protect you There are many successful skilled from injury and expense. tradesmen and businessmen in our industry to impact the psyche of our Safe Digging Is No Accident: personal business and even our nation.

Always Call 811 Before You Dig. www.al811.com

Always Call 811 Before You Dig.

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Summer 2016 • Alabama Contractor • www.alabamaphcc.org

TIME OFF DENIAL – LEGAL OR NOT? QUESTION: Our company has recently instituted a new policy for requesting time off when another employee is already scheduled off and/or an employee who covers for the new requester’s time off will be covering someone else and/ or on vacation themselves consecutively with the new request.

We have limited employees and only a few employees that cover for other employees. We have implemented that no two employees may be off at the same time and that all employees must review the vacation calendar prior to submitting a request for time off. All employees have access to the vacation calendar and it is updated each time a request has been approved. If an employee needs to request time off during either of those situations, we have requested that the employee provide a reason that they need off so that we can make a determination whether or not to approve the request.

We have one employee who refuses to provide a reason and is requesting time off when another employee is already scheduled to be off. The person who covers for the newly requesting employee is off on the day after she would be required to cover for the newly requesting employee if she was granted time off.

She refuses to give a reason, just states, “it’s personal,” and therefore we have stated we could not approve the time off. We do not normally request a reason when employees request time off, only in this special circumstance do we ask a reason. We have been having many issues arise when we give two or more employees off at the same time in the past and have instituted this new policy as a way to avoid this issue in the future. All employees were notified of the change in December, prior to the institution of the change. Can we deny her request for a personal day if she does not provide a reason?

RESPONSE: We are not aware of any law prohibiting the employer from denying a vacation request under the circumstances you describe. You advise that the employer asks employees to disclose the reason for time off requests only when there would be a resultant lack of coverage if the request is granted, which is something the employer is willing to allow only in emergent or other legitimate cases (and we trust this includes cases where the time off may be required by law, such as to accommodate a disability or sincerely held religious belief, or for jury, witness or military service, etc.).

To the extent the employer’s policy is clear on this issue (and you indicate that it is), and an employee is refusing to disclose the reason for her request, we are not aware of any law that requires the employer to grant it based only her assertion that “it’s personal.” Indeed the employer cannot ascertain from such a vague explanation whether the request for time off is protected by law, and where it is not (and the employee would need to let you know if it was), the employer is not required to grant the time off as requested pursuant to your company’s policy (which you advise grants the employer some discretion here). The employer must ensure, though, that a time off denial in this situation is consistent with employer policy and practice to avoid discrimination concerns. © 2014 Advisors Law Group, All Rights Reserved To learn more about the Federated Employment Practices Network®, contact your local Federated Marketing Representative, or visit www.federatedinsurance.com.

www.alabamaphcc.org • Alabama Contractor • Summer 2016

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GETTING THE WORD OUT ABOUT YOU AND YOUR COMPANY The Board of Directors of the PHCC of Alabama is making available to all members a ten second tag advertisement at no cost to you to air after the current thirty second spot now airing. The commercials will be televised on “The Time of Your Life” TV program on Charter Cable Channel 80 at 5:00 p.m. CST, Monday through Thursday, and also on the web. Go to Alabama Cable Network.com, click on live streaming, (this can be seen anywhere in the world). Also airs on “At Your Service” TV program on WVUA/WUOA at 12:00 Noon on Sundays. You will receive over one hundred airings during the year, a $1,000.00 value.

In order to make this happen, please send to the PHCC office a current commercial (if you have one) or a few pictures and info about your company. HVAC contractors need to include your certification number.

This is truly a return on your membership dues: FREE TV AD’S for JUST BEING A MEMBER. Looking forward to hearing from you soon, Bob Mosca Executive Director

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Summer 2016 • Alabama Contractor • www.alabamaphcc.org

VETERANS IN PIPING

T

oday, sixteen marines participating in the Veterans in Piping (VIP) Program at Camp Pendleton will graduate from the 16-week welding curriculum. This is the 21st VIP class graduating from Camp Pendleton.

The ceremony will be held at the Marine Memorial Golf Course in the Eagles Landing room on 17 March 2016 at 1100. There are 16 marines graduating. Commanding Officer 1st Maintenance Battalion Lieutenant Colonel Gregory Pace will be speaking on behalf of the Marine Corps leadership, Major General(R) Matt Caulfield will speak on behalf of the UA and Mike Hazard will emcee the event.

The VIP Program offers high-quality skills training and jobs in the pipe trades to active duty military personnel preparing to leave the service. Participants in the program receive 18 weeks of accelerated skills training in either welding, HVACR or sprinklerfitting, and earn industry-recognized certifications and college credit as part of their training. Upon graduation, participants gain direct entry into UA apprenticeship programs, which are recognized in the industry as the best in the business.

The program is currently being offered at Camp Lejeune (NC), Camp Pendleton (CA), Joint Base Lewis-McChord (WA), Fort Carson (CO), Fort Hood (TX), Fort Campbell (KY), and Fort Sill (OK).

To learn more about the VIP Program, visit www.uavip.org.

www.alabamaphcc.org • Alabama Contractor • Summer 2016

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Alabama PHCC Annual Trade Show October 13, 2016

SAVE THE DATE: OCTOBER 13, 2016

Place:

Old Car Heaven 2301 1st Ave S Birmingham, AL 35222

Time:

10am - 2pm (Lunch Will Be Served)

THANKS TO OUR 2015 EXHIBITORS! Will & Pierce Jones Stephen Carboni Sales Group Coleman Russell Alabama 811 Viega Mid-America Marketing VCM Sales DEC Fire & Water Tim Morales & Associates DMJ Alabama Power The Distribution Point Panasonic Duckless Noland McCain Sales Regan & Associates Jim Benton & Associates Federated Insurance Alabama Plumbing & Gas Fitters Board 10

Summer 2016 • Alabama Contractor • www.alabamaphcc.org

www.alabamaphcc.org • Alabama Contractor • Summer 2016

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Special Thanks To APHCC of Alabama Associate Members

Alabama 811 Annette Raburn 811 mlyvers@al811.com

Noland Barry Lee 205-323-6322 bwlee@noland.com

Alabama Power Company Michael Gordon 205-226-1039 mgordon@southernco.com

Sunbelt Marketing Nelson Randolph 205-767-6339 nrandolph@sminc.net

Alabama Plumbing and Gas Fitters Board David Wilcox 205-945-4857 davidh.wilcox@pgfb.alabama.gov

Coleman Russell Ronnie Holmes 205-833-0700 ronnie.homes@colemanrussell.com DMJ Christine Joiner 205-362-9989 christiner@dmjservices.com Federated Insurance Garrett Pepper 404-497-8871

Ferguson Chris Chiles 256-858-5801 chris.chiles@ferguson.com 12

Summer 2016 • Alabama Contractor • www.alabamaphcc.org

Southern Marketing Terry Falkner 205-276-9051 tjfalkner@yahoo.com

Tim Morales & Associates Tim Morales 251-602-8333 barry@timmorales.com

VCM Sales Inc Dewitt McDonald 205-325-0663 dewhittmcdonald@vcmsales.com Weathertech Spencer Atkins 205-956-5400 sgatkins@weathertech.net

Will & Pierce Terry House 251-621-1550 dwalker@willandpierce.com

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Our preassembled duplex alternating system that provides 51 GPM at 10' of TDH. This system comes with two primary pumps, Ion Genesis controller and sensors and necessary piping.

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We’re here for you. 815-886-9200 or ionproducts.net www.alabamaphcc.org • Alabama Contractor • Summer 2016

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Summer 2016 • Alabama Contractor • www.alabamaphcc.org

PAST PRESIDENTS of The APHCC of Alabama 2014-2015

Mike Scanlon, Montgomery

1965-1966

W.H. Bowles, Anniston

2012-2013

Phil Smitherman, Bessemer

1963-1964

Ferrin C. Smith, Florence

2010-2011

Paula Quarles, Tuscaloosa

1961-1962

Doy H. Hammond, Montgomery

2008-2009

Charlie Conklin, Birmingham

1960

Elmer Russell, Florence

2005-2006

Fred Williams, Montgomery

1959

John W. Dill, Tuscaloosa

2002-2005

Rick Thomason, Birmingham

1958

Raymon E. Allison, Anniston

2001

Charles (Buddy) Parkes, Muscle Shoals

1956-1957

Harry L. Eskew, Birmingham

1998-1999

George Brickley, Scottsboro

1954-1955

Alex Pate, Birmingham

1997

Phil Smitherman, Bessemer

1952-1953

James B. Donaghey, Mobile

1996

Rick Hamm, Florence

1951

Fitts Smitherman, Birmingham

1995

Mike Scanlon, Montgomery

1950

Bob L. Murphree, Tuscaloosa

1994

Brad Hinton, Hueytown

1948-1949

Ray W. Stewart, Gadsden

1993

Gary Pettus, Muscle Shoals

1947

Sam K. Bodie, Mobile

1992

Conrad Watson, Monroeville

1945-1946

Stansel A. Brown, Birmingham

1991

Mark Slimer, Birmingham

1943-1944

Jack M. Main, Montgomery

1989-1990

Jim Early, Decatur

1942

Guy Acton, Birmingham

1988

Tom Michael, Birmingham

1940-1941

Lester Ray, Dothan

1987

Wilbur Doonan, Birmingham

1939

J. L. (Buddy) Pope, Montgomery

1986

Walter Parkes, Muscle Shoals

1935

Charles Bailey, Montgomery

1985

Barney Knight, Birmingham

1933-1934

Joseph W. Pate, Birmingham

1984

Billy Guin, Birmingham

1932

George H. Russell, Florence

1983

J. D. Keller, Birmingham

1931

Harmon Williams, Montgomery

1982

Hubert Howard, Birmingham

1930

Charles A. Mandy, Birmingham

1981

Roy Deerman, Birmingham

1929

J.L. (Buddy) Pope, Montgomery

1980

Tommy Shaw, Montgomery

1927-1928

S. E. Scholze, Birmingham

1979

Bill Early, Jr., Birmingham

1924-1926

W. T. Perry, Montgomery

1978

John C. Dill, Tuscaloosa

1922-1923

E. Daniels, Birmingham

1977

Barnett L. Banks, Birmingham

1920-1921

Joseph W. Pate, Birmingham

1976

Hubert Howard, Birmingham

1918-1919

C. W. Spangler, Birmingham

1975

Dave Nuckols, Tuscaloosa

1916-1917

R. P. Reeves, Montgomery

1974

John Jackson, Montgomery

1914-1915

H. Hines, Birmingham

1973

Walter Parkes, Florence

1911-1913

Chris Bailey, Montgomery

1972

Lynoid Vaughn, Montgomery

1910

Charles Barnetz, Birmingham

1971

Bob Quinn, Huntsville

1906-1909

William Wilby, Selma

1970

John Spearman, Birmingham

1898-1905

T. J. Young, Mobile

1969

Tom Neville, Montgomery

1897

D. A. Ferrell, Anniston

1967-1968

Edward Briggs, Florence www.alabamaphcc.org • Alabama Contractor • Summer 2016

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Converting

PHONE CALLS into MORE SALES

By Steve Coscia

T

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he behaviors that enable service professionals to be more persuasive begin with self-confidence in your knowledge of company’s services, value deliverables, policies and procedures. It is this self-confidence that makes a person more comfortable in building a relationship.

When you are confident and comfortable - you’re also much more likable. Service companies who seek to convert caller inquiries into more business must focus on being more relational and less transactional.

The pyramid (at right) sets up a layered and prioritized structure by which we can illustrate and better understand the behaviors that make a service professional more persuasive.

Let’s begin with a service professional’s willingness to PREPARE. An unprepared service professional is winging it and hoping for the best. You have probably learned, as I have, that hope is not a good sales strategy. And winging it results in unpredictable outcomes some of which can make things worse.

As we continue with our behavioral pyramid, we see that among the communication skill behaviors that make a service professional more persuasive, it is our ability to LISTEN that builds rapport.

And listening to someone else is so much more than just hearing the message. Real listening involves three key behaviors: (1) that we hear the details, (2) that we qualify, by asking questions to verify and (3) that we understand the message.

Real listening takes lots of energy to stay on track and minimize mind drift. The most persuasive service professionals understand that their role is to dominate the listening.

Our preparation and energetic listening enables us to show that we understand and can thereby convey EMPATHY. The empathetic message that customers relate to best is genuine, sincere and based on the customer’s word usage and terminology.

The purpose of the energetic listening referred to earlier, is to capture what the customer says and how the cusSummer 2016 • Alabama Contractor • www.alabamaphcc.org

tomer says it. When customers hear their own words conveyed in an empathetic manner, then this influences the customer to trust you to be their service provider.

It is during this empathy phase that a service professional should use what they heard, qualified and understood to share various options for how a customer can do business with us.

It’s like giving a customer numerous ways to say “YES”.

People like variety, they like selecting items from a menu. A service professional leverages persuasion to his or her advantage when customers get to select the option that works best for them.

A customer with whom we have built trust must be asked a question that is well-timed and asked in the correct manner.

A service professional’s ability to ASK this question is the pivot point and the apex of this pyramid.

When we prepare, listen and convey empathy, then the answer to the question we ask will more likely be a positive one.

The question we ask doesn’t have to be any more complicated than, “Which option works best for you?” or perhaps we might ask “When would you like to schedule this service?” or another way to ask is: “Among the solutions that we discussed, is there a one that stands out?”

After you ask the question, stop talking.

The next person who speaks must be the customer. And this is where being comfortable in your own skin is a key asset. Here’s why: after asking the question, there may be an awkward few seconds of silence. That’s OK - let it happen.

A persuasive service professional understands that there is a process in helping our customer to make a choice. And that is exactly what our role is – we help by being prepared, listening intently, being empathetic and asking the correct questions.

And we have the extensive product line to prove it.

WE KNOW

PLUMBING.

Whether bidding on future projects or providing solutions for an urgent plumbing issue today, it’s critical to know you have the right resources in place. That’s why T&S offers a vast selection of high-quality products that are easy to install and built to perform for years to come. And with a full assortment of in-stock items ready for same-day shipping, it’s no wonder contractors everywhere rely on T&S when it matters most.

Visit tsbrass.com and learn more about how we’re partnering with contractors just like you.

T&S plumbing products represented in Alabama by: Williams & Associates, Inc. - 205-833-6666 TSB_0592 2015 PHCC Pubs.indd 1

12/18/14 10:41 AM

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Birmingham Noland Company 500 35th Street North Birmingham, Alabama 35222 (Phone) 205.323.6322 www.alabamaphcc.org • Alabama Contractor • Summer 2016

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