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Gigantic home improvement centers and hardware stores have sprung up to service virtually every community in the country with a vast array of tools and building supplies available to every home owner. You can find literally hundreds of books and magazines dedicated to the subject of home improvement, many in the form of do-it-yourself (DIY) manuals. The craze has also been popularized by TV shows such as the long running PBS “This Old House” series and various clones.
Saving money is perhaps the main motivation behind most DIY projects. Coupled with that is the fact that some people simply enjoy working with their hands. They derive a sense of satisfaction out of building things and doing their own repairs. As professional trades people, we fully understand this feeling of pride at seeing the fruit of one’s own labor take shape. There is nothing more satisfying than completing a home improvement project successfully. We would be the last to discourage anyone from tackling a project.
However, as professional trades people, we also get to see the flip side of that coin on a regular basis. Hardly a week goes by when our company isn’t called to finish or repair a botched job by someone whose expertise didn’t quite match his or her ambition. Here is just a short list of the many unexpected things that tend to arise in home improvement jobs:
Incomplete instructions. Mr. and Mrs. Home Owner buy one of those packaged products at the home center that comes with installation instructions. However, the instructions are not always written in clear language, or sometimes leave out critical steps. It’s like a cooking recipe that uses terms such as “dicing…simmering…basting.” People who know their way around a kitchen know what to do, but a beginning novice may not be familiar with common cooking terms. Same with do-it-yourself work.
Coping with the unexpected. No matter how detailed the instructions, they cannot account for every possible situation that may arise with a home improvement project. The box containing the kitchen faucet you bought at the new home center may have instructions telling you how to remove the old one and put in the new, but what happens when you discover stripped threads and a rusted “frozen” nut that resists turning by even the strongest hands and pipe wrench?
Harder and more time-consuming than expected. Most people tackle larger projects on weekends, and maybe for an hour or two at night after they arrive home from their regular jobs. The first few weeks of this is a labor of love. As time passes, though, the project takes up all of a person’s free time and becomes drudgery.
According to the National Association of the Remodeling Industry (NARI), many professional remodelers won’t even take on a DIY job gone bad. They find it too difficult to fix the problem and too many liabilities involved in taking on the work. Often the rescue job may end up costing more that a project started from scratch by a professional, because the professional may have to first “undo” much of the DIY work.
Here are some guidelines for deciding which jobs to tackle on your own:
Painting is usually a good DIY job — in fact, it’s the most popular DIY project among homeowners. The best part about paint is that it is just paint. If you mess up the job, you can always paint over your mistakes. Local paint companies can offer advice for the best finish. However, if you have high ceilings or tend to be clumsy, you may want to call in reinforcements and avoid climbing your ladder.
Cleaning out gutters and checking the roof are other good spring-cleaning tasks; however, replacing a roof should be left to a professional. It is essential that your roof prevent moisture from entering the home. A poorly placed shingle or flashing could mean leaks and water damage.
If you are patient and detail-orientated, you may be suited to some larger home improvement tasks, ranging from building a patio to replacing a faucet. However, larger projects can get unwieldy for a weekend DIY job. Be certain that you have the skills needed for the job. Moreover, many product installations require special tools that are not always found in the average household tool chest.
If the job involves electricity or gas/oil connections, call a Nexstar Network professional. One mistake here could be fatal. Many jurisdictions require that only a licensed professional perform certain types of work in order to meet building codes.
It’s also best to leave structural work to a professional. Not only could a mistake be dangerous, your home may not meet the local building code. This could make it impossible to sell without corrective measures.
In addition, EPA regulations forbid the venting of refrigerant gasses into the atmosphere. Keep this in mind when tinkering with an air conditioning unit or refrigeration project.
How long can you afford to be without full use of your home?
Remodeling is messy work that often renders one or more rooms off limits. Or, you will be without a key piece of equipment, such as a furnace or water heater or toilet. Professionals can do the job a lot faster and minimize the time your home will be disrupted.
In the end, the decision boils down to common sense. If you enjoy DIY projects and are good at them, by all means save yourself some money. But don’t lose sight of the fact that saving a few dollars now often increases the cost of a project in the long run.
If you are not a DIY personality, but need to get you house spruced up, click here to contact us. We will respond quickly.
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One last thing. Here is comment from Mrs. B a satisfied client in So. Pasadena. “Kevin. I cannot express how happy I am with the wonderful work you did in my bathroom. It turned out much better than I expected. Tell Anthony, Jeff and Jose that they did great work and that I appreciate the way they kept the house clean.”
Copyright Kevin Shaw Plumbing, Inc. @ Nexstar Network.
Kevin Shaw is president of Kevin Shaw Plumbing, Inc, serving the San Gabriel Valley since 1982. With over 30 years of In The Field experience, Kevin has the skills and know how to fix most any plumbing, heating, air conditioning and insulation problem and makes it a priority to stay abreast of the latest needs in customer satisfaction as well as technical advances. He has served as the President of the Plumbing-Heating-Cooling Contractors (PHCC) of the Greater Los Angeles Area, and the California State Board of PHCC. He is also a member of the distinguished organization Nexstar Network and a founding member of Service Roundtable, both of which are trade organizations that train and equip contractors to meet their customer’s plumbing, heating & cooling needs.
For questions, please contact info@kevinshawplumbing.com or call 626-359-1864. You may also visit the company’s website at www.KevinShawPlumbing.com for more helpful tips and homeowner articles and general information. You may also send any questions or comments to: 224 E. Foothill Blvd., Monrovia, CA 91016
You can follow us on Twitter @ http://twitter.com/DrNoLeak and on Facebook @ http://www.facebook.com/KSP.Inc?ref=nf
Lets face it, we are all in the people business. Who provides the best client experience will set themselves apart from their competitors.
In my last post I gave you the first 25 observations from from my friend Matt Michel.  CEO Service Roundtable
Today I share items 26-50
#26 Unless you remind them, people forget the name of your company the moment the truck pulls away from the house.
#27 No one wants to hear that something can’t be done. Rather than tell people what you can’t do, tell them what you can do.
#28 Customer churn is the single greatest marketing cost.
#29 Usually, there is more business within five miles of a service company’s shop than the company could possibly handle. Still, they drive past it, dispatching trucks to calls 30 miles away.
#30 Only employees make money on windshield time.
#31 The cost of training is less than the cost of not training.
#32 Service employees cannot treat the customer better than the boss treats them.
#33 Service businesses are built on relationships.
#34 Companies that serve at the customer’s convenience can charge more than companies that inconvenience the customer.
#35 You can afford to give price breaks to customers who are willing to inconvenience themselves by waiting until it is convenient for you to serve them. These customers help you become more efficient and cost less to serve.
#36 Because call takers are often the first point of customer contact, service companies should be willing to pay a couple of dollars above market rates to hire quality. This is a marketing expense.
#37 The world’s greatest mechanic, who lacks people skills, is unqualified for residential service.
#38 Sales is the art of helping people buy. Sales is something you do *for* people, not something you do *to* people.
#39 The best informed customer is the best customer. Better informed customers know more, want more, and spend more.
#40 Everyone is not your customer. People’s needs and wants differ, making it difficult, if not impossible to serve everyone well. Pick the customers you will serve well and meet their needs precisely.
#41 Technicians are teachers as well as mechanics. They teach customers.
#42 People buy whenever they 1) recognize a need or want and 2) discover a satisfactory solution they can afford. The key words are “recognize” and “discover.” Often, discovering the solution causes them to recognize the need or want.
#43 People with less money cannot afford cheap solutions. They cannot afford to pay twice.
#44 It is the height of arrogance to withhold information from customers and to make decisions for them. Never assume customers will automatically want a repair and not a replacement, or vice versa. Give them their options.
#45 People like choices, so provide them. Offering a single choice is an invitation for customers to call a competitor.
#46 The best salespeople are usually the best educators.
#47 Trust is built one experience at a time. Yet, trust is fragile. A mountain of trust can be undermined by a single broken promise.
#48 People buy for their own reasons, not the company’s.
#49 People are interested in their needs and wants, not the company’s.
#50 Any work that results in positive gross margin is better than sitting around the shop. When technicians are idle, marginal business makes sense. © 2003 Matt Michel
Well, can you relate? Do these items describe the type of company you want to deal with?
Rest assured we do.
And speaking of great service, click here to schedule your on-line service request and redeem this $50 coupon for the water-saving fixture and installation of your choice. That way, you’ll save twice on the same job.
From your local Pasadena plumber to you, we’ll see you next time…“Around the
House.”
Kevin Shaw is president of Kevin Shaw Plumbing, Inc, serving the San Gabriel Valley since 1982. With over 30 years of In The Field experience, Kevin has the skills and know how to fix most any plumbing, heating, air conditioning and insulation problem and makes it a priority to stay abreast of the latest needs in customer satisfaction as well as technical advances. He has served as the President of the Plumbing-Heating-Cooling Contractors (PHCC) of the Greater Los Angeles Area, and the California State Board of PHCC. He is also a member of the distinguished organization Nexstar Network and a founding member of Service Roundtable, both of which are trade organizations that train and equip contractors to meet their customer’s plumbing, heating & cooling needs.
For questions, please contact info@kevinshawplumbing.com or call 626-359-1864. You may also visit the company’s website at www.KevinShawPlumbing.com for more helpful tips and homeowner articles and general information. You may also send any questions or comments to: 224 E. Foothill Blvd., Monrovia, CA 91016
You can follow us on Twitter @ http://twitter.com/DrNoLeak and on Facebook @ http://www.facebook.com/KSP.Inc?ref=nf
I have met many incredible people during my time in the plumbing industry. Not bragging, but I have gotten to rub elbows with many of the great plumbing heating & air conditioning contractors around the country. Most all of them are members of Nexstar Network and Service Roundtable.
 Service Roundtable CEO He recently wrote a column that I wanted to share with all my readers. It doesn’t matter what you do for work. This pertains to you and certainly to me and our company. We have taken it to heart and you can expect us to act upon these 50 points. I will share 25 today and the rest in my next post.
#1 In-home service providers are invited guests in their customers’ homes. Act like one.
#2 Labor is your most perishable commodity. You cannot inventory it. Thus, labor should carry greater margins than material, which can be sold tomorrow.
#3 Service is a show. Put on a good one.
#4 In-home service is local. Act local. Look local.
#5 Low price in-home service companies usually cannot afford to provide much service.
#6 People judge service quality based on the things they can see. Clean everything you touch.
#7 Shoddy looking trucks imply shoddy work. Clean, professional trucks imply clean, professional work. Keep your trucks clean and well maintained.
#8 People do not understand the cost of service. They do not comprehend what it costs to put a truck at their door. Thus, any hourly rate, no matter how low, seems like a lot to a consumer.
#9 A complete repair involves fixing a broken problem and fixing a broken customer.
#10 Customers are not always right and it’s folly to attempt to persuade them otherwise..
#11 Beneath their fury, angry customers are hurting customers. Listen with understanding while their anger runs its course. Reacting to their anger makes it worse.
#12 You cannot win a fight with a customer because even if you do prevail, they will spread poison about your name to everyone they meet.
#13 When there’s a problem, customers usually want less than you’re willing to provide. When resolving problems, ask customers what they want and try to give them a little more.
#14 The impression formed when the phone is answered colors everything that occurs afterwards.
#15 People want to talk to people, not machines.
#16 People’s perceptions are their reality.
#17 Good service is impossible without good dispatching.
#18 In a small service company, everyone should either serve the customer or serve someone who does.
#19 People judge technicians based on their human relations skills, not their technical skills.
#20 Poor quality sales and marketing material implies poor quality work, while overly slick sales and marketing material implies overly slick business practices. The challenge is to design professional material that is not overly slick.
#21 Unapplied (i.e., unbilled) labor is usually the single greatest cost for a service company. Increasing applied time directly increases the bottom line.
#22 Fixed, turnkey repair prices seem lower to most people than fixed material and variable labor prices.
#23 People prefer to know what a repair will cost before work begins. Use flat rate pricing to remove uncertainty.
#24 Companies that do not charge enough to cover their costs, fund future growth, and generate a return on the owner’s investment are subsidizing the customer.
#25 A bankrupt company serves no one. © 2003 Matt Michel
Well, can you relate? Do these items describe the type of company you want to deal with?
Rest assured we do.
And speaking of great service, click here to schedule your on-line service request and redeem this $50 coupon for the water-saving fixture and installation of your choice. That way, you’ll save twice on the same job.
Kevin Shaw is president of Kevin Shaw Plumbing, Inc, serving the San Gabriel Valley since 1982. With over 30 years of In The Field experience, Kevin has the skills and know how to fix most any plumbing, heating, air conditioning and insulation problem and makes it a priority to stay abreast of the latest needs in customer satisfaction as well as technical advances. He has served as the President of the Plumbing-Heating-Cooling Contractors (PHCC) of the Greater Los Angeles Area, and the California State Board of PHCC. He is also a member of the distinguished organization Nexstar Network and a founding member of Service Roundtable, both of which are trade organizations that train and equip contractors to meet their customer’s plumbing, heating & cooling needs.
For questions, please contact info@kevinshawplumbing.com or call 626-359-1864. You may also visit the company’s website at www.KevinShawPlumbing.com for more helpful tips and homeowner articles and general information. You may also send any questions or comments to: 224 E. Foothill Blvd., Monrovia, CA 91016
You can follow us on Twitter @ http://twitter.com/DrNoLeak and on Facebook @ http://www.facebook.com/KSP.Inc?ref=nf
 Today’s blog post was written for one of the plumbing trade magazines, by a good friend of mine Matt Michel. Matt is the CEO of the Service Roundtable.
I thought the information was so good, It needed to be shared with others.
The number of senior citizens will double over the next 25 years, which means opportunities for the contractors who cater to their needs. Here are ten products you should add to your portfolio.
1. Grab Bars
While it’s the lowest of technology, it’s an essential aid as people age. Every senior should have grab bars inside showers and on walls above tubs.
2. Bathtub Safety Handles
Safety handles fit over the side of a tub to provide something secure to grab when entering or leaving a tub. Typically, these are clamped to the tub wall and not permanently installed.
3. Walk-In Tubs
If the senior is unsure about stepping over the side of the tub, even with a safety handle, a walk-in tub may represent a good solution.
4. Mixing Valves
Seniors and small children are the most susceptible to scalding from hot water. Installing a mixing valve at the water heater is the optimum solution to reducing the risk of scalding by holding the temperature of hot water delivered to the taps at 120 degrees.
5. Hand-Held Shower Spray
Many seniors sit to shower, making hand-held shower sprays much better than standard showers.
6. Elevated Toilet Seats
Seniors can have a difficult time getting up from a toilet. Elevated seats are small risers that raise the sitting height. Many include arms for seniors to grab on to when standing from a sitting position. There are also platforms that can be placed under the toilet, raising it several inches. Some consider these unobtrusive platforms more aesthetically pleasing.
7. Toilet Hand Rails
If no problems are present with the seat height seniors may still need hand rails. These are typically attached under the toilet seat.
8. Large Screen, Simple Digital Thermostats
As people age, vision declines. Backlit digital thermostats with large readouts and simple operation are easier for seniors to operate.
9. Air Cleaners
Not only can seniors benefit from the better filtration of electronic air cleaners or pleated media filters, but the reduced frequency of cleaning and/or replacement give seniors one less thing to bother with. This is especially important for attic and crawlspace installations.
10. Carbon Monoxide Detectors
As with scalding, seniors are more sensitive to carbon monoxide than the general population. This makes the presence of carbon monoxide detectors critical.
Selling to Seniors
Most seniors will be reluctant to admit they might need the aid of disability products. Ironically, they will be quick to suggest these are the exact products needed by friends of theirs. Don’t even hint to a senior that he needs a grab bar even if it’s obvious he does. Instead, suggest that he might want one installed for his wife. Or say that while he might not need it yet, it would probably give his children peace of mind to know he’s taking precautions. Often, seniors take action out of concern for a spouse or children.
As people age, they begin to recognize everyday tasks are more difficult. Yet, they tend to be unaware of the many solutions available to help. Merely making them aware will result in more sales. Sometimes the simplest technology can be the most profitable.
Kevin Shaw is president of Kevin Shaw Plumbing, Inc, serving the San Gabriel Valley since 1982. With over 30 years of In The Field experience, Kevin has the skills and know how to fix most any plumbing, heating, air conditioning and insulation problem and makes it a priority to stay abreast of the latest needs in customer satisfaction as well as technical advances. He has served as the President of the Plumbing-Heating-Cooling Contractors (PHCC) of the Greater Los Angeles Area, and the California State Board of PHCC. He is also a member of the distinguished organization Nexstar Network and a founding member of Service Roundtable, both of which are trade organizations that train and equip contractors to meet their customer’s plumbing, heating & cooling needs.
For questions, please contact info@kevinshawplumbing.com or call 626-359-1864. You may also visit the company’s website at www.KevinShawPlumbing.com for more helpful tips and homeowner articles and general information. You may also send any questions or comments to: 224 E. Foothill Blvd., Monrovia, CA 91016
You can follow us on Twitter @ http://twitter.com/DrNoLeak and on Facebook @ http://www.facebook.com/KSP.Inc?ref=nf
14 Things Every Homeowner Should Know (But Most Don’t)
Everyone in the home repair industry sees examples of homeowner neglect that cost money, increase wear and tear on expensive mechanical systems, and even threaten life and limb. It always makes us shake our heads, knowing that with just a little bit of maintenance and moxie, homeowners can stretch their budgets, improve equipment performance and significantly reduce most household hazards.
Here are some of the simple little things that most homeowners should know, but most don’t:
#1 Household water pressure typically starts out at 160 pounds per square inch. That’s enough to cause weak piping joints to burst and to create a noisy condition known as water hammer when things aren’t right with the plumbing system.
#2 Never, ever store flammables in the vicinity of a furnace, boiler or water heater, especially one with a standing pilot light. This is easy to overlook, because basements and utility rooms are by definition storage areas. Also, some substances prone to combustion aren’t obvious fire hazards such as swimming pool chemicals or many household cleaners. To be on the safe side, if it’s a substance you wouldn’t ingest, keep it away from combustion appliances.
#3 Furnace filters ideally ought to be changed four times a year, and certainly at least twice a year. Yet, heating technicians routinely encounter furnaces where the filters haven’t been changed in years.
#4 Just one working smoke alarm can reduce your chances of dying in a home fire by almost 50%. Yet, one-quarter to one-third of smoke alarms don’t work due to dead or missing batteries. Tip: get in the habit of changing all alarm batteries once a year on your birthday or some other memorable date you won’t forget.
#5 Studies have shown that duct leaks account for as much as one-third of residential heating and cooling consumption. Yet, almost nobody bothers to check for leaks, not even most heating technicians.
#6 It takes only 1/2 second to scald someone in 150°F water, 1 second in 140°F water, and 4 minutes in 120°F water, according to the Gas Appliance Manufacturers Association. Modern water heaters are factory-set at 120°F, but many older models deliver much higher temperature water.
#7 The most common household injuries occur from falls, which are blamed for more than 8,000 U.S. deaths a year. Bathtub and shower stall slips account for more than 160,000 documented injuries each year, and many more that go unreported. Non-slip bath mats and grab bars are important safety measures for any house.
#8 One of the simplest ways of extending the life of your water heater is periodic replacement of sacrificial anode rods. These are made of magnesium or aluminum and are intended to corrode, so that the water heater tank doesn’t. The anode rod starts out about 3/4-inch in diameter, but within three years is typically reduced to 1/4 inch or less. Next time you have a plumbing service technician to your home, ask them to check out your water heater anode rods.
#9 More and more homes have carbon monoxide detectors, which is good. Many of them have them installed in the vicinity of CO-emitting appliances, which is bad. You want them installed near bedrooms. The biggest risk from CO occurs when people are sleeping.
#10 Ground-fault circuit interrupters are simple, inexpensive devices that can be obtained at any hardware store. They ought to be installed in bathroom outlets and any other outlets near water.
#11 Corrosive drain cleaners, such as those sold on supermarket shelves, frequently cause injury to plumbers or homeowners when they open up pipes or sink traps to do repairs. Non-corrosive drain cleaners are much better choices. Two of the best, Bio-Clean & Super Citrus, are sold exclusively through plumbing contractors.
#12 Soldering is not the most difficult task in the world, but it is not quite as easy as it looks. Professional plumbers routinely end up repairing leaks caused by do-it-yourself solderers. A common problem is using too much or too little flux.
#13 Any water heater without a working temperature and pressure relief valve is a time bomb waiting to explode. Plumbing and heating technicians encounter too many of these bombs.
#14 An automatic setback thermostat is one of the best investments any homeowner can make. These devices can be programmed to modulate your household temperature for maximum comfort when occupants are present, but conserve energy when everyone is away at school and/or work.
Kevin Shaw is president of Kevin Shaw Plumbing, Inc, serving the San Gabriel Valley since 1982. With over 30 years of in the field experience, Kevin has the skills and know how to fix most any plumbing problem and makes it a priority to stay abreast of the latest needs in customer satisfaction as well as technical advances. He has served as the President of the Plumbing-Heating-Cooling Contractors (PHCC) of the Greater Los Angeles Area, and the California State Board of PHCC. He is also a member of the distinguished organization Nexstar Network and a founding member of Service Roundtable, both of which are trade organizations that train and equip contractors to meet their customer’s plumbing, heating & cooling needs.
For questions, please contact info@kevinshawplumbing.com or call 626-359-1864. You may also visit the company’s website at www.KevinShawPlumbing.com for more helpful tips and homeowner articles and general information. You may also send any questions or comments to: 224 E. Foothill Blvd., Monrovia, CA 91016
Proprietary Information, Kevin Shaw Plumbing, Inc & Nexstar Network, © 2005
I Just got off the phone consulting with a lady who got some bad advice and made a $900.00 mistake.
Recently they bought a hot water system on price instead of what was best long term for their family.
Now 3 month later, they are having to say bye by to that hard earned money. Yes they are flushing $900 down the drain.
Please, please, please think twice, and buy the very best you can afford from a reputable company.
Only rich people afford the cheap stuff and be doing it over and over.
Kevin Shaw is president of Kevin Shaw Plumbing, Inc, serving the San Gabriel Valley since 1982. With over 30 years of In The Field experience, Kevin has the skills and know how to fix most any plumbing, heating, air conditioning and insulation problem and makes it a priority to stay abreast of the latest needs in customer satisfaction as well as technical advances. He has served as the President of the Plumbing-Heating-Cooling Contractors (PHCC) of the Greater Los Angeles Area, and the California State Board of PHCC. He is also a member of the distinguished organization Nexstar Network and a founding member of Service Roundtable, both of which are trade organizations that train and equip contractors to meet their customer’s plumbing, heating & cooling needs.
For questions, please contact info@kevinshawplumbing.com or call 626-359-1864. You may also visit the company’s website at www.KevinShawPlumbing.com for more helpful tips and homeowner articles and general information. You may also send any questions or comments to: 224 E. Foothill Blvd., Monrovia, CA 91016
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