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Recently, Mechanical Hub spoke with Mike Fowler, franchisee of Benjamin Franklin Plumbing and One Hour Heating & Air Conditioning in Charlotte, NC., about his business, COVID-19 and what it’s like to have the backing of such known company and brand.

Now that the country had “reopened,” are there any different procedures in place for the company

FOWLER: In Charlotte, North Carolina, the reopening of the economy is in full effect. Our servicemen in the field are continuing to implement the safety procedures required by the CDC and our company, and those measures will be in place indefinitely. As we prepared to reopen our office for our office staff, there were a lot of things to consider. The call center and dispatch teams make up a large portion of our employees. We had to invest in plenty of materials to ensure the office staff could safely return.

A Benjamin Frankling Plumbing employee displays the PPE used on the job.

We created new layouts and seating arrangements to ensure social distancing is observed, we have thorough cleanings daily for all high touch points, and we allocated a larger budget to purchase hand sanitizer, soap and paper towels since frequent hand washing is required. Our employees in the field have been practicing these safety protocols for months, so our employees in the office are now our primary focus as we adapt to the new normal. Our main priority is the safety of our employees, and throughout the process we strive to ensure they each feels comfortable and safe coming back in.

What protocols or procedures did Benjamin Franklin Plumbing implement as a result of COVID-19?

FOWLER: The health and safety of our customers and employees is paramount, so we implemented stringent protocols and procedures based on the latest information from the Centers for Disease Control and Prevention (CDC). By mid-March, we rolled out more strict guidelines to help ensure the safety of our staff and those we service. Since that time, we have required all employees to wear Personal Protective Equipment (PPE) including masks and gloves, as well as practice social distancing and regularly wash their hands and sanitize, especially when it’s required for us to enter a home to fulfill a project.

Since we are entering our customers’ homes, we require our employees to wear PPE the entire time they are working. We continue to supply all PPE to our staff members, so they’re fully equipped with safety gear while they’re on the job. We have asked all of our customers to inform us immediately if someone in their home becomes sick, and we’re being flexible and understanding when service appointments need to be rescheduled or cancelled due to illness. Thankfully we already had contactless payment options throughout our system, so the biggest protocol update in terms of customer interaction was utilizing FaceTime and videos for consultations and moving all of our documents to be signed and completed digitally.

Were there any advantages to being a franchisee during these uncertain times?

FOWLER: Absolutely. While we were deemed as an essential business and could continue to operate while many businesses could not, there were a lot of necessary changes and we were still impacted. Our franchisor, Authority Brands, is the parent company of seven leading home service franchisors, America’s Swimming Pool Company, Benjamin Franklin Plumbing, The Cleaning Authority, Homewatch CareGivers, Mister Sparky Electric, Mosquito Squad, and One Hour Heating and Air Conditioning.

The corporate team has always excelled in providing strong marketing, technology and operational support to our business, and over the past few months, their exceptional leadership and guidance helped us stay afloat.They kept us up-to-date with everything going on throughout the pandemic, from COVID-19 safety procedures and regulations to guidance for applying for government relief such as the Paycheck Protection Program. We’re grateful to have had ongoing communication with them over the past few months, and they continue to play a big role in keeping us informed and providing us with knowledge and resources.

What do some aspects of the business model blueprint look like at Benjamin Franklin Plumbing?

FOWLER: Being part of a franchise system and being surrounded by a strong network of business owners across the United States proved to be invaluable as we all navigated through the unknown. Benjamin Franklin Plumbing already had a Franchisee Leadership Team (FLT) established prior to the pandemic, and it exists to continuously improve our brand as a whole with systemwide collaboration and ongoing communication.

The motto ‘working for yourself, but not by yourself’ is echoed from all aspects of the Benjamin Franklin Plumbing franchise, and forming relationships with both the home office and fellow franchisees, in addition to the support of my family and the communities we operate in, continues to propel my business forward.

I’ve been a franchisee with the company since 2003 in Charlotte, North Carolina and I’m proud of how we’ve molded the proven business model from Benjamin Franklin Plumbing to fit our community. Everything starts with marketing. We have a dedicated marketing staff that executes monthly initiatives to ensure the call center receives calls.

We take training very seriously, and every new hire—whether it be as a marketing team member, accountant, a dispatcher or a service plumber in the field—goes through intensive training to ensure our customers experience a seamless process from start to finish. We’ve needed to change how some things are done over the past few months, for example conducting interviews through FaceTime, but with a strong structure for our business already in place, we’ve continued to provide services locally with the support of our franchisor.

What types of investments are being made by Benjamin Franklin Plumbing to ensure better success and continued growth?

FOWLER: Through the FLT, Benjamin Franklin Plumbing is always listening to its franchisees and implementing enhanced operational procedures as needed. They invest in the tools we need as franchisees to operate our business successfully.

For our business in Charlotte, we like to invest in our community both by giving back through charitable efforts, but also investing in the next generation of the workforce through our best-in-class training programs. With the unavoidable shortage of plumbers, we’re always working to educate those looking for their next career about the opportunity to join our team.

Our services were deemed as essential throughout the pandemic because, put simply, our community needs us as much as we need them. With the support of our franchise system and our dedicated employees, we continue to grow.

With the health and safety of attendees, staff and the public top of mind during the current public health crisis, the Plumbing-Heating-Cooling Contractors—National Association (PHCC) announces that it will offer its annual conference, PHCCCONNECT2020, in a virtual format. The event, scheduled for Sept. 30-Oct. 1, will offer a valued-packed online program, full of high-quality education and networking opportunities.

“This decision to ‘bring CONNECT to you’ was made after much careful consideration and input from PHCC members,” said PHCC President Jonathan Moyer. “It was the right thing to do in these current times, and we embrace the opportunity to safely deliver this highly anticipated event in a new innovative, easy-to-use format.”

With the theme “Expand Your Vision for Success,” the virtual conference will offer high-caliber keynote speakers, timely and relevant educational sessions and new virtual networking events, with the added benefit of experiencing it all from the comfort of an office or home.

Program highlights include:

• More than 20 education sessions
• Inspirational and informative keynote speakers
• Live Q&A with select speakers
• A virtual Product & Technology Showcase
• Reimagined networking opportunities
• Access to education session content for 30 days
• Affordable Experience – No travel & hotel costs & reduced registration rates

More specific details about the event will be available in early July. For updates, visit www.phccweb.org/connect.

Led by Vice President Doug Fulton, this new function will seek growth opportunities through corporate acquisitions and joint ventures, as well as internal product development.

Vice President Doug Fulton, will lead new business venture development, for Uponor North America.

To further enhance Uponor North America’s ability to deliver innovative plumbing and heating solutions to its customers, the company has announced the creation of a new business function. This new business function will be led by Vice President Doug Fulton and called New Venture Development.

Reporting directly to President Bill Gray, Fulton will lead the exploration, incubation and integration of new products into Uponor’s existing business offerings, while also forging external partnerships. The overarching goal is to expand the company’s growth opportunities in ways that align with Uponor’s business strategy and customer insights.

Fulton’s responsibilities will encompass numerous areas related to corporate growth and expansion: Business Development (M&A/Partnerships), Business Incubation, Construction Services (including Building Information Management), Codes & Standards, Government & Industry Affairs, Project/Stage-Gate Management, and Uponor Innovation LLC.

As part of his business-incubation work, Fulton will oversee the company’s recently announced partnership with Reno, Nevada-based Pestan North America (PNA) to market and sell PNA’s proprietary PP-RCT pipe and fittings. (Note: PP-RCT stands for polypropylene, random copolymer, with modified crystallinity and temperature resistance.) Currently preparing for a formal launch of the product offering, Uponor will serve as PNA’s exclusive distributor throughout the United States and Canada.

“With the creation of our New Venture Development function, Uponor is doubling down on innovation,” says Gray. “We are emphasizing more than ever our commitment to providing innovative plumbing, heating and fire safety solutions to our customers.”

“The name New Venture Development reflects the way we see the business world evolving in the month and years ahead,” Gray continues. “While Uponor will continue to aggressively pursue direct product innovation internally, we envision an equal, if not greater, role for acquisitions, strategic partnerships and joint ventures, as we broaden our scope and capabilities.”

Most recently serving as Vice President of Product Marketing at Uponor, Fulton joined the company in 2017 as senior director of Corporate Strategy and Segment Marketing. He holds an M.B.A. from Indiana University and a bachelor’s degree in Business Administration from the University of Toledo.

Before joining Uponor, Fulton worked as Director of Marketing at Andersen Corporation, a national manufacturer of windows and patio doors. Prior to that, he was Vice President, Business Development – Midwest, for the Walt Disney Company. Fulton spent the first part of his career in various marketing leadership roles in the consumer products industry.

Companies and building managers can access free resources at the Code Council’s Coronavirus Response Center.

Washington, D.C. – As local and state governments are beginning a phased reopening of their economies, the International Code Council has compiled a guide of safety precautions and considerations for businesses looking to resume in-office activities. Acting as an aggregate information hub, the Code Council’s Coronavirus Response Center offers relevant information for building professionals and potential occupants to understand the impact the pandemic has had on the industry, as well as for companies who are currently creating plans and strategies to move back into their offices.

Ahead of reopening efforts, the Code Council has made it a priority to educate businesses, office managers and building safety professionals on an important but often-overlooked safety precaution – preparing an office building for re-occupancy. With many buildings reducing or turning off normal system operations during stay-at-home orders, it is critical to properly inspect and prepare a vacant building ahead of resuming regular activities. Without proper preparation and maintenance, the building may pose unrealized hazards to incoming occupants, whether from a heating, ventilation, and air conditioning (HVAC) or plumbing system to a powerless carbon monoxide detector.

Due to the wide range of aspects necessary for reopening a previously unoccupied building, the Code Council’s Coronavirus Response Center covers topics include:

• Addressing any temporary changes needed to building access and exit patterns to accommodate temporary reopening protocols such as employee health screenings, disposal of PPE, or any areas specifically designated for decontamination.
• Visually inspecting and testing the operation of building entrances and exits including doors, revolving doors, and garage doors for proper operation and ensure they are free from obstructions.
• If a building’s water distribution system has been shut down or seen reduced flow, flushing the pipe system with clean, potable water to remove any unwanted debris.
• Facilitating adequate physical distancing protocols, and considerations for revising maximum occupant loads for all buildings and spaces to accommodate 75 gross SF/occupant.
• Closing common areas where personnel are likely to congregate and interact or enforcing strict physical distancing protocols.
• Guidance on disinfecting communal areas from FEMA and the CDC

“COVID-19 has had an unprecedented impact on our society, both economically and socially. As we continue to learn to navigate the new normal and discover what that actually entails, having easy access to information on topics like how to properly prepare a vacant building for reoccupation is crucial, especially during reopening efforts,” said Dominic Sims, CBO and CEO, International Code Council.

Access to the Code Council’s Coronavirus Response Center can be found here, while the full list of tips and considerations for reopening buildings can be found here.