September 2019 Metropolitan Washington Association of Plumbing-Heating-Cooling Contractors
Newsleak MWPHCC September Tech Training and Dinner Meeting Information
Thursday, September 5, 2019 Holiday Inn of College Park 10000 Baltimore Avenue College Park, MD 20740 6:00 p.m. - 7:30 p.m.
Complimentary full-course Italian Dinner included 50/50 Raffle and prizes offered
Overview of September’s Training: Sponsored by: Cummins-Wagner
Speakers: Jack Guilfoyle, Jamey Gray and Travis Mullins
The topic, “ECM Pumps and the case for magnetic separation” will focus on the energy saving aspects of using ECM motors for pumps in hydronic systems and the need for magnetic separation created by the powerful magnets in ECM motors. Will have a working ECM pump display and also a working display to visually demonstrate magnetic separation in a system.
REGISTER HERE FOR TECH TRAINING AND MEETING Monthly Meeting Schedule
Annual Golf Outing 2019 Recap
4:30 Board Meeting
By: Dick Rhodes, Event Chair
6:00 - Tech Training
Our annual golf outing, the Harry O'Meara Memorial "Lets Get It On" tournament, was held Friday, August 23rd at Glenn Dale Golf Club. This year was one of our strongest supported years with 18 sponsors and 76 participants! A great time was had by all despite a little mix of rain throughout the day.
7:30 - Dinner and General Meeting Inside this issue: Sept. Mtg. Information Golf Tournament
1 1, 3
Backflow Recertification
4
“Moments That Matter”
5
“Tips for Sending E-Mails”
7
PHCC Resources: Workforce Development
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PHCC Connect 2019
10
Upcoming MWPHCC Trainings
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“Let’s Get It On!” 2019
This year was our last year at Glenn Dale as the course officially closes on September 3rd. After 61 years, the Shields family has sold the course and soon houses will be built on this wonderful area golf course. Our thanks to the family and staff of Glenn Dale for so many great years as our host! We wish them all well. Your golf committee will be hard at work to find a new home for our annual golf tournament. The "Lets Get It On" tournament will continue, unfortunately just not at Glenn Dale. At this year’s tournament we took the opportunity to recognize one of our members for his long time dedication to running this tournament annually. For the last 23 years, Ray Handy has been steering the golf outing, since 1996 after Harry O'Meara's passing (former past-president & founder of the tournament). “Thank You Ray Handy!” for all your hard work and dedication, continuing the tradition of "Let’s just get it on" and have fun! Ray was presented with a special recognition award. We look forward to Ray continuing to lead us in this great MWPHCC annual event in our next tournament home in 2020! See page 3 for more on the Golf Tournament !
METROPOLITAN WASHINGTON ASSOCIATION OF PLUMBING-HEATING-COOLING CONTRACTORS Founded in 1873
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MWPHCC 2019 GOLF TOURNAMENT RECAP Another successful Annual MWPHCC Golf Tournament was held on Friday August 23rd — the final tournament to be held at the Glenn Dale Golf Club. By far this was one of the best turn-outs in years! With 76 golfers and close to two-dozen sponsors, it was truly a great day! We greatly appreciate the support of our sponsors: Hole Sponsors: Shapiro & Duncan, R E Michel, G R King Plumbing, D & B Distributing Co., AIRECO, RHEEM, Washington Gas, Cummins Wagner, Seibels’s Restaurant, Stanley Black & Decker, Chesapeake Systems, Thos. Somerville Co, Milwaukee Tool.
A very special recognition to our Lunch Sponsor, Seidel Plumbing; Beverage Cart Sponsor, GR King Plumbing Co. Awards Sponsor: N.H. Yates & Co. Thank You, all! A special thanks for the O'Meara family participation....Chuck O'Meara, Kristy O'Meara, Chuck O'Meara - golf participants and Linda and Paula O'Meara as our beverage cart ladies! Great to have their support!
Many thanks to our Golf Tournament Committee for all their hard work in planning for our day! * Dick Rhodes * Ray Handy * Carl Anderson * Gary Markle
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September 7, 2019 7:30 AM - 5:00 PM
8 Hour Backflow Recertification Class Your Cross Connection Technician Certification expires every three years. Join us for this 8-hour class to get recertified for an additional three years. Our state-of-the-art facility was created in partnership with University of Florida’s TREEO Center and is the ONLY dedicated partnership backflow facility in the United States. ABC CraftMasters
Member: $250 Non-Member: $325
6901 Muirkirk Meadows Dr, Suite F Beltsville, MD 20704
Registration should be made three business days prior to class starting. Register Here:
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MOMENTS THAT MATTER By: Mark Matteson, Contracting Business Success, August 5, 2019
Moments that matter are the dozens of tiny, daily interactions that occur when we come in contact with our customers.
Many years ago I was an HVAC technician and, in my first year, was assigned the task of pressure washing a set of condensing coils on the roof of a grocery store on Capitol Hill in Seattle, an upscale part of town. It was a 90-degree day in late August. To make matters worse, it was a Friday around 4:30pm. I was wet, dirty, tired and I was anxious to get home, knowing full well I had at least another hour to finish up. An elderly gentleman in coveralls and an old, worn straw hat approached me as I came down the ladder. “Whatcha’ doin’, sonny?” he asked. At that moment, it would have been easy to dismiss his inquiry and say something curt or rude. After all, I was tired. Page 5
However, I decided to smile and explain what and why I was doing what I was doing. His body language told me he appreciated my gesture. He then exclaimed, “That’s great, I’m glad you’re doing this. It’s important. You see, my son runs the store for me. In fact, I own the whole block. Keep up the good work!” On the drive home, it occurred to me, “You just never know!” He didn’t look like a millionaire. But it was a moment that mattered. Moments that matter are the dozens of tiny, daily interactions that occur when we come in contact with our customers. We sometimes forget that it costs $7 to GET a new customer, but only $1 to KEEP an existing customer! Keeping customers delighted and letting them know how valuable they are is as rain is to dry flowers. Appreciating the customer is everyone’s responsibility. Great service means asking great questions in the moment that matters, like:
“What will it take to make you happy?” “What would you like us to do?”
“You have a right to feel the way you do. How can we make it right?” Great service means being flexible and willing to change, and never being content with the status quo. It means continuously investing in education and growing people. It means guarding against those twin thieves: Arrogance and Complacency. Great service means treating every person in your organization with dignity and respect. There are many days when you won’t feel like providing great service. It happens to all of us. You’d rather just take a nap. But you know, you just never know when a Moment … will Matter! To learn more about proven customer service strategies that drive value and revenue, visit EGIA.org/CBS-Customerservice
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At Ferguson, nobody expects more from us than we do. And why should they? We’re the ones who set the bar. Who expect more than the industry standard. From the warehouse to the job site, whatever it takes, we’ll take you there. Put us to work for you. Visit Ferguson.com. Ferguson proudly stocks
B e l t
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TIPS WHEN SENDING OUT E-MAILS By: Angelica Morales, Demographic Analyst, August 18, 2019
Personalize Your Interactions
“Personal service” is the
or using a simple text expander tool.
“synergy” of the customer support world. Personal service is about making the customer feel like they’re doing business with a human, not a company. Why is this important?
Use the “ELI5” Technique
On the “Explain It Like I’m
Five” subreddit, experts distill complex topics and explain them as if the reader were five years old
Say “Thank You”
Simply saying “thank you” to a cus-
tomer can be a powerful way to strengthen your relationship with them.
Casual vs. Formal Tone
So while a casual tone is fine
(even emoticons are generally okay), be careful not to be too casual when you’re saying “no.”
Define Your Support Style
The whole point of customer
support is to successfully communicate information that allows either you or your customer to solve a problem.
Use Positive Language
incredibly powerful in changing the way your customers read your support emails.
Use Canned Replies
As long as you still put effort into
making your common replies personal, they can be a huge time saver, whether it’s a feature of your help desk software Page 7
Using positive language can be
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MEMBER RESOURCES: Workforce Development PHCC is Focused on Your Future … Take Advantage of All Your Exclusive Resources! Ready-to-Go Resources
Workforce development….it's consistently among the top challenges voiced by most, if not all, business owners in the p-h-c industry. With PHCC, you can conquer the challenge, leveraging what's exclusively available to you as a member: educational programs, recruiting tools, professional partnerships, advocacy efforts and other targeted resources to build your business now... and help you become "The Employer of Choice!"
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Need quick access to targeted recruiting resources? Want to put your hands on best practices from fellow contractors? Looking for tools to attract the younger generation to our industry? Find what you need here: • Online Workforce Development Center, with customizable ads, posters, presentations, talking points and other materials that you can use today. •
P-H-C Careers Website, connecting those exploring the trades with training resources, scholarship information, videos and PHCC chapter links.
•
Targeted PHCC publications, training opportunities, events and communities on thePHCC and PHCC Educational Foundation websites.
Training for Today's Workers... and for the Next Generation PHCC and the PHCC Educational Foundation have your education and training needs covered. Click on the site listed above for Live webinars, Apprenticeship development, Technician & Management Training and more!
Powerful Alliances and Advocacy ... on Your Behalf Check out the PCHH website to find more detailed information!
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Education and Events
Oct. 2 – 4 Indianapolis Convention Center With this year’s theme “Ready, Set, CONNECT,” the event will take place at The Westin Indianapolis and Indiana Convention Center with two high-caliber keynote speakers, more than 20 educational opportunities, a Product & Technology Showcase, apprentice contests, industry tours and networking opportunities. The conference will conclude with the PHCC leadership installation and closing event at the Indianapolis Motor Speedway, home of the Indy 500.
Learn more about CONNECT 2019 at www.phccweb.org/connect.
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SAVE THE DATE for our upcoming Monthly Tech Trainings and complimentary dinner Training starts at 6:00, followed by General Meeting and Dinner
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October 3
(ROI Marketing)
February 6
(Washington Winnelson)
November 14
(N H Yates)
March 5
(Thos. Somerville Co.)
December 5
(D & B Distributing Co.)
April 2
(Washington Gas)
January 9
(Chesapeake Systems)
May 7
(Ferguson Enterprises)
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Thanks to our Newsleak Advertisers Cummins Wagner Co. Inc
N.H. Yates & Co.
Contact: Jamey Gray 10901 Pump House Road Annapolis JCT, MD 20701 Phone: (301) 953-9370 Email: JGray@cummins-wagner.com Website: www.cummins-wagner.com
Contact: Gary Markle 117-C Church Lane Cockeysville, MD 21030 Phone: (410) 667-6300 Email: gpmarkle@nhyates.com Website: www.nhyates.com
D&B Distributing, Inc.
ROI Marketing
Contact: Roy Bremerman III Sharron Bremerman 2301 Perkins Place Silver Spring, MD 20910 Phone: (301) 565-2222 Email: sharron@jetglaswaterheaters.com Website: www.jetglaswaterheaters.com
Contact: Steve Kidwell 733 Generals Hwy Millersville, MD 21108 Phone: (800) 441- 8188 Email: skidwell@roimkt.com Website: www.roimkt.com
Ferguson Enterprises, Inc.
formally Taze & Hewitt Contact: Dick Rhodes 7400 Coca-Cola Drive Hanover, MD 20701 Phone: (443) 561-1600 Email: drhodes@chesapeakesystems.com Website: www.chesapeakedpg.com
Contact: Carl Anderson 11730 Baltimore Avenue Beltsville, MD 20705 Phone: (240) 264-3600 Email: carl.anderson@ferguson.com Website: www.ferguson.com
Harry Eklof & Associates, Inc. Contact: John Lang 3401 Pennsy Drive Landover, MD 20785 Phone: (301) 386-5064 Email: jlang@harryeklof.com
Washington Gas Contact: Danielle Osman 6801 Industrial Road Springfield, VA 20785 Phone: (703) 750-4646 Email: DOsman@washgas.com Website: www.WashingtonGas.com
Chesapeake Systems
Thos. Somerville Co. Contact: Gary Lower 6250 Chillum Place, NW Washington, DC 20011 Phone: (240) 619-1644 Email Gary.Lower@tsomerville.com Website: www.tsomerville.com
Washington Winnelson Company Contact: Steve Erickson 3333 Pennsy Drive Hyattsville, MD 20785 Phone: (301) 386-7771 Email: serickson@winnelson.com Website: www.washingtonwinnelson.com
IF YOU WOULD LIKE TO ADVERTISE IN OUR MONTHLY NEWSLETTER, PLEASE CONTACT SUE THOMPSON AT SUE@MWPHCC.ORG Page 12
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President Fred Werth, Owner Kensington Plbg
301-864-1117 mystical.plumber@comcast.net 1st Vice President Bill Warshauer, Owner United Service Specialists 301 924 3500 bill@calluss.com 2nd Vice President Charlie Perkins, Owner Beltsville Heating & AC 301-937-6700 cperkbhac@hotmail.com Secretary Steve Heidler, Owner Heidler Plumbing 410.268.7191 steveh@heidlerplumbing.com
Treasurer Glenn King , G.R. King Plbg 301-982-5373 grkingplumbing@comcast.net Sergeant at Arms Charlie Perkins, Beltsville Heating & AC 301-937-6700 cperkbhac@hotmail.com MWPHCC Auxiliary Marcia Shapiro, President 301-475-6760
Carl Anderson 240-264-3600 John Davis 240-375-1161 Chris Erdle 301-490-9500 Luella Greene-Miles 703-750-4476 Jamey Gray 301-953-9370 Gary Markle 202-421-6195 Dick Rhodes 443-561-1692 Otto Seidel 202-397-7000 Laura Warshauer 301-924-3500
Past President Al Luke, Owner Jiffy Plumbing & Heating Phone: 301-277-9111 allanluke9111@gmail.com Executive Director
Susan Thompson (sue@mwphcc.org ) (301) 278.2962
Visit us at www.mwphcc.org
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Board of Directors
To Contact the National PHCC Office 1-800-533-7694 or on the web at www.phccweb.org