For Wayne and Karry Decker, building a family-owned and operated business is about forming relationships with customers and taking care of people with transparency and kindness.
No one looks forward to the day when they are faced with a plumbing, heating or air conditioning problem — especially when they’re expensive, inconvenient and difficult to understand.
That’s why PlumbSmart Plumbing, Heating and Air focuses on providing affordable prices, high-quality service and reliable repairs backed by lifetime warranties. The company has been voted the top plumber in Mesa, has nearly one thousand five-star reviews, and has a Better Business Bureau A+ rating to show how well its approach works.
Owner Wayne Decker has 45 years of experience in the industry and began his business to give homeowners an advocate in the plumbing, heating and air conditioning industry who wouldn’t overcharge them, and would provide top-quality work.
“I started PlumbSmart as an answer to an industry where basically it preys on the ignorance of homeowners, like auto repair and other home services,” said Wayne. “They charge too much. In fact, every one of our vans now has our motto—plumbers charge too much—because they do industry-wide.”
For Wayne, building his family-owned and operated business is about forming relationships with customers and taking care of people with transparency and kindness.
“We want to be all things to all people,” said Wayne. “If it’s a single mom and she’s living paycheck to paycheck, or an elderly couple who are on a fixed income, we’re going to fix their problem. We’re going to work with them in whatever way we need to and that includes benevolent repairs.”
In fact, this summer, when a customer called PlumbSmart because her home air conditioning went out and she didn’t have the means to pay for the repair, PlumbSmart took care of it for free.
Wayne sets an example of benevolence for his team in how he treats customers and them, by providing competitive pay, benefits and access to the latest equipment, and he expects his team to treat customers with the same level of care.
“We remind our guys that they’re servants,” he said. “Life is really, really tough and when they have somebody that’s pleasant and caring, especially about their pocketbook, that matters. You want a servant in your home. You want somebody that’s on your side, not somebody that’s saying things you don’t really understand and giving you a price that shocks you.”
That approach has led to a low turnover rate amongst employees, with no one quitting the company, and a clientele of only satisfied customers.
“I will not allow there to be a complaint against me that I’m aware of, whether it’s money back, redoing it, whatever it takes,” said Wayne. “If a customer lets us know, and we try our best to get a hold of them, we’ll solve the problem.”
PlumbSmart even gives its customers the knowledge they need to complete a repair themselves or understand where the problem in their home might be coming from. Not only does their website have an extensive FAQ and informative blog, Wayne welcomes customers to call and ask questions.
“We have no problem with a customer calling us and saying, ‘Hey, we want to change out our own garbage disposal, can you kind of look over my shoulder over the phone and tell me what to look out for and give some tips,’” he said.
PlumbSmart is located at 3010 E. Main St., Building 1, in Mesa. To learn more, call (480) 654-8865, or visit itsjustplumbsmart.com.