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When we started Monkey Wrench Plumbing, Heating, Air & Electric, we knew all too well what people thought of service technicians. People think technicians are unclean, rude, and untrustworthy people that stomp through homes and fix problems with tape and bubblegum. Why? Because that’s what some technicians do. Our industry was rusted-out like cast iron plumbing under a house that needed a serious repipe.

We were compelled to fix it.

We’ve learned an important fact in our 14 years of servicing customers from Santa Monica to Pasadena and down to Long Beach. Every job and person is different. No matter our experience. That’s why we created our core values; to be a starting point for a consistently great experience for everyone who interacts with the Monkey Wrench Crew.

This post will take you on a tour of the five core values we hold ourselves to every day and how we achieve them. We’re serious about changing the face of plumbing, so we want to lead by setting the example.

 

Our 5 Core Values

We have five core values that direct each member of the Monkey Wrench Plumbing Crew through what we do. Those values are:

Striving for Excellence – We are committed to doing our best work the first time around, making sure our job is completed correctly for customers and team members. We strive to take the initiative and be proactive. We aim to delight our team and our customers.

Relationship Driven – We value going the extra mile for a customer, lending a helping hand to a teammate, and focusing on the long-term benefits of our team and the customer.

Integrity – We are committed to sharing bad news quickly, good news often, and trust that doing the right thing is always rewarded.

Coachable – We are open to feedback to improve personal performance, business outcomes, and company interaction. We set expectations for handling mistakes and successes. Our leaders are committed to being good coaches.

Attitude – We are committed to optimism, being positive in the face of challenge, being solution-oriented, willing to give the benefit of the doubt, and focused on a “We not I” approach.

How does this help us with our mission? Let’s break it down further.

 

1. Striving for Excellence

What is striving for excellence? It’s not saying customers are bananas about us and stopping there. It’s constantly challenging ourselves to do better. We do this by:

Completing weekly training to build our skill sets, plus technical training from some of the top brands like Noritz and Goodman.

Proactively tackling problems by running “What If?” scenarios with our teams.

Encouraging our team to take the initiative when they find a better way to do a task.

This value helps us improve as a team and people so we can take care of our customers.

 

2. Relationship Driven

We believe we’re all in this together, so we value making connections with people. Whether you’re a customer or a team member, we strive to provide a culture of care and helpfulness. It’s not enough to just come into work and get the job done.

To dedicate ourselves to building relationships, we identify our team’s motivations, needs, and wants. Talking about these factors helps us relate to one another and explore different communication styles.

 

3. Integrity

This value is a big part of our culture. Integrity is a trait many people feel plumbers don’t have. We believe plumbers must have integrity because they enter people’s homes when their help is desperately needed.

Integrity for Monkey Wrench Plumbing, Heating, Air & Electric means we earn the right to enter a customer’s home. To earn that right, we must:

  • Come to an appointment prepared and put together.
  • Assist every customer and answer any questions they have.
  • Be a plumber, not a salesperson.

If we don’t have happy customers, we’re not doing our job right.

 

4. Coachable

Your plumbing is only as strong as its weakest point, and that holds true with our team. We value those who can take constructive criticism and can continue to learn and grow. We maintain this value by:

  • Having regular reviews and check-ins with all of our team members
  • Surveying customers on how their plumbing appointments went

Our leadership is also held to this standard because change starts with great (not good leadership), and we only get what we put in.

 

5. Attitude

Finally, to fight that plumber stereotype, we value those who have a positive attitude and come to work ready to tackle any problem. Some weeks can be long and tiring, and even the best people get stressed out. To combat this, we meet with our staff every Monday morning to lift spirits and share successes. During every session we:

  • Play upbeat music
  • Do 20 reps of something to get the blood pumping
  • Share our week’s highlight and gratitude
  • Have a drawing for our prize wheel

This meeting helps us start our week out right and help uplift anyone who’s struggling. We believe this helps our team in and out of Monkey Wrench Plumbing, Heating, Air & Electric.

 

Our 5 Core Values with Monkey Wrench

We sincerely believe fixing people’s problems and teaching them about their home is the only way to do business. And it starts from the inside out. When we value striving for excellence, building relationships, having integrity, being coachable, and having a positive attitude, we can provide our customers with the best service possible through our 5 core values.

We don’t want to let change end in our service area. We want to help every person learn about their plumbing. If you’re outside Los Angeles, take a look at our Learning Center. There you’ll find articles to answer your plumbing questions, so you’re prepared for any plumber.

If you’re looking for a plumber, read our post: Top Qualities to Look For in a Plumber.

Want to schedule an appointment with us? Call us at (818) 213-1773 and read our blog What to Expect When I Call Monkey Wrench Plumbing for an Appointment to make the process fast and easy.

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