Angie - Paschall Plumbing Heating Cooling - Treating Your Family Like Their Own

In today's episode we hang out with Angie at Paschall Plumbing Heating Cooling in Sparks, Nevada.

Paschall Plumbing Heating Cooling has been family owned since 1983 and offers services in Sparks, Reno, and Cold Springs, Nevada.

If you are in the Reno/Sparks area be sure to give them a call for your Plumbing and HVAC needs. For more information about their plumbing and HVAC services visit www.paschallplus.com to learn more.

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Open 24/6 give them a call at 775-825-6500 - You'll Thank Us Later ;)

Transcript

RANT AND RESOLVE Podcast - ANGIE – Paschall Plumbing Heating Cooling – Treating Your Family Like Their Own

Intro Music

[00:00:08]
Crystal: In today's episode, we will be talking with Angie at Pasco Plumbing Heating Cooling, where we will discuss service. Fees, importance of having a qualified technician and will give you a few good tips you won't wanna miss coming up next. 

Cathy: Hey, hey, hey everybody. It's Cathy, your host with Rent Resolve. I got Crystal, your co-host with us and today I've got Angie with Paschall Plumbing, Heating Cooling with us.

Cathy: They service Sparks, Reno, Cold Springs, Nevada. and they have been in business for a long, long time, and it's been my pleasure to work with Angie over the last year, learning a few ins and outs of the HVAC and plumbing business. One of the cool things I think we have in common here is that we worked with our parents and grew up as having [00:01:00] parents, as business owners.

Cathy: And really getting a good understanding of kind of how things run at an early, early age. And I, and I cannot wait to talk to Angie. Now, you guys have been doing this for a long time. You, you've been in the business for a long time, What? Since 1983. 

Angie: Family owned since 1983. We started in 1983. 

Angie: I've been around the business. Yeah. In and out. The office as a kid for a long time. I started doing actual work like paperwork around 14/15. 

Cathy: Now you guys do both HVAC and Plumbing? 

Angie: Yes. 

Cathy: When I do a search, if I wanna do a search for either HVAC or plumbing, I have all of these things that say free estimate free estimate and seconds.

Cathy: Get a free quote today. Free estimate available. What else do I have? Free estimates on new products and equipment. Free estimate on new HVAC [00:02:00] equipment. 

Cathy: When we talk to companies like you guys or because we understand that, hey, they're gonna call, and then they're gonna say, And electricians do this all the time, they'll say, Okay, it's gonna cost $65 for us to come out, or $150 for us to come out and assess the problem.

Cathy: And then there was like what about my free estimate? So some people are saying free estimates, so it gets a little confusing. Now, I have been a homeowner and I know Crystal you have too. I've had plumbers come out and I never got a plumber that would come out for free.

Cathy: It was like I got a leak. He came out and said it was gonna cost a hundred something bucks for him to just come out. And I was like, But will you fix it when you come? And he ended up being there for four hours. And so I got the free estimate, which is cool.

Cathy: I'm used to that. So other people it seems are not used to that. They just see free estimate and they don't understand. 

Crystal: I'm one of those people where, I wanna find out, how much is it gonna [00:03:00] cost me now if I have an emergency situation that I'm trying to look up? 9 1 1, plumbers. But that's probably not the route to go. Is it? 

Angie: 9 1 1? Plumbers, most plumbing companies have emergency hours and most are 24 hours, seven days a week. Most are. Ours was 24 seven up until a year ago when we dropped the Sundays.

Cathy: And you decided to give everybody a day off on Sunday? 

Angie: Yeah. Trying to value our technicians, our employees. 

Cathy: Okay, so they call, I want a free estimate. Come out to my house and tell me what's wrong, and then I'll tell you if I want you to fix it. Here's the other thing is in the HVAC plumbing industry, is that one of those industries where we as a consumer should try to get three quotes before we pick the right.

Cathy: Because everybody's always get three quotes on roofing or get three quotes before they do the job. I feel like plumbing and [00:04:00] HVAC is like important. I would think I would want to get quotes on installing a new system, but not if I'm making that service call and I need help. 

Angie: A lot of companies do the estimates, like you said on new equipment, replacing equipment. We used to offer free estimates on replacing equipment. We stopped doing that because it has weeded out the people that aren't serious. Cause a lot of people just want estimates to just get an estimate. Do I wanna do this project or not?

Angie: We don't get a lot of requests for free estimates on repair. Or estimates on repairs. It's really hard, especially with plumbing, to give estimates on repairs without actually physically being there. 

Crystal: I would imagine so, cuz I think to Cathy's question initially, I guess I would, I don't know if that's just that, Is there a thing that you do to make sure you don't have bad plumbing besides Draino and whatnot?

Crystal: Because I would think, I don't know, just only on my own experiences that when I [00:05:00] have a plumbing issue, usually it is an emergency. Do you find that's often, or are there things that we should be doing to try to help with that? As a consumer. 

Angie: To prevent your emergencies? 

Cathy: Yes. Ooh, that would be maintenance, right?

Angie: Maintenance, a lot of times the emergencies are clogged drains and there's there's not a lot to prevent that, besides not flushing paper towels. Towels really knock knowing all, or like the flushable wipes, they say flushable, they're not, they are the number one problem maker in people's drains are flushable wipes.

Angie: They're not really flushable. 

Crystal: Yes, I'm making notes of this cuz I think that's good information. Good tip. 

Cathy: Hey, on the flushables real quick, Angie. So my dad was telling me that on his rental properties, that he always has to call the plumber because people put Q-tips in their toilet. 

Angie: Oh, that's crazy. Why would they do that? 

Cathy: I don't know, but maybe they think it's just [00:06:00] gonna flush down. But he said they kind of stick and then next thing you know, he's having to call a plumber. 

Angie: I haven't heard of Q-tips, people doing that with Q-tips, dental floss anything that's, that you don't have to flush down.

Angie: Don't flush it in the toilet. Because it doesn't just flush and disappear. 

Cathy: That's what we think. That's why when I was a kid, they threw my goldfish in the toilet or fish is in the toilet. 

Angie: Goldfish is better than QIPs. They still degrade. 

Crystal: My mother was really bad about this. Back home.

Crystal: Because she would flush, like grease down her toilet. Ooh, no. From cooking because She couldn't do it down the sink because of the way her system was set up. And I had to explain to her, I said, Mom, I'm pretty sure that all, everything runs through the same thing in the trailer.

Crystal: I think this is not a good idea. So then she started taking it out to the woods, she was flushing it down the toilet for a long time and she couldn't understand why she was having so many issues. 

Angie: Oh yeah. Greece is really [00:07:00] hard. Really difficult because the the machines that we use to, to clean the drain lines out, they're metal, they're cables, and so it's meant to push solid materials down or cut through roots or something like that.

Angie: But if it's grease, the machine cable isn't gonna do anything. It's gonna flow freely through the grease. It's not 

Crystal: interesting, 

Angie: We have to cut out pipe and re-pipe 

Crystal: explains a lot. 

Angie: It's a lot more expensive 

Cathy: because there goes your free estimate, all the 

Angie: material , and the same thing like with a garbage disposal.

Angie: We've had a lot of people that think a garbage disposal is a garbage can. It is not. It is not meant to clean your fridge out with. It is not meant to put chicken bones down. Oh my gosh. It is meant to just chew up the little bits of food that are left on your plate. We always recommend scrape your plate in the trash, and then you rinse the rest as of this stuff down the drain.

Crystal: I'm so [00:08:00] glad I can put a check on that cuz I'm doing that really well. 

Cathy: Yeah, a lot of, you know what? But Crystal, I remember used to do that you would just like empty the refrigerator and throw stuff into the sink. All oh, it's time to clean up stuff. So that's like a big nono. That's what you're saying.

Cathy: Big Nono. 

Crystal: That's because, we bought the whole Lexus of a garbage disposal and it had all those things like it chew twice and all this stuff. And I was like, let's try. 

Cathy: That's not the case. Bad way out, , But that's not the case. Angie? You're saying they could have the best garbage disposal in the world.

Angie: It's the pipes. It's all about their 

Crystal: pipes.. , 

Crystal: it doesn't matter. So that makes so much more sense. I'm glad to know that. I don't have that big expensive garbage disposal now, but after one was replaced and whatnot, and then pipe issues. Now I just get really worried about putting anything in it and used to, like a lot of people will take lemon lime or orange peel, 

Cathy: kinda make your house smell good. What about that? 

Angie: That's fine in small amounts, like if you wanna take a [00:09:00] part of a lemon peel and grind it up, absolutely. But okay. 

Cathy: Not the whole living within reason.

Crystal: you're like used your common sense. Yes. 

Angie: The number one call on Thanksgiving is and this has been for years, is potato peelings down the garbage disposal. Oh, wow. That's the number one plumbing call on Thanksgiving. 

Crystal: I could see that actually. 

Angie: They get stuck. They jam up your garbage disposal. They're just not meant to go down the drain at all.

Cathy: Okay. . Just don't do it. 

Angie: Just don't If you can put it in the trash. Put it in the trash. 

Cathy: Yes, that's the rule. Okay. Note from Angie. If you can put in the trash, put it in the trash. . You don't get anything from this podcast. Not your toilet, your sink. Put it in the trash. 

Angie: Of course if you have to go potty.

Angie: Oh yeah, 

Crystal: you could put your potty in the potty, but nothing else. 

Angie: [00:10:00] Yeah,

Crystal: I'm getting so 

Angie: by 

Cathy: the.

Crystal: I love talking about plumbing. It's just fun. 

Cathy: Ok, so you were concerned a little bit earlier cause Crystal comes from like weddings and event world and all that stuff. So she's learning about the new service, industries and she's learning a lot. I have a list So this is really cool.

Cathy: Okay, so we've got plumbing. We know this the emergency calls and we know what to do, what not to do to avoid the plumbing call. Let's talk about HVAC for a minute. How about, what about the air conditioning and the heating and the times of the year for those? Or is it just more service calls and then you guys go out there and then it's Oh, you need a new unit, Or is it just other things, other weird issues.

Angie: Mostly it's when their stuff isn't working, we go out there. That's the meat and potatoes of our business is things aren't working right and we go out and fix [00:11:00] them. Some people do preemptively say, Okay, I want a bid on a new system for an HVAC unit, Let's say they want, they need new air conditioning, they need new heating.

Angie: They wanna try a new mini split system, which are those little registers that hang on the wall, may see 'em in Airbnbs . They do both heating and air conditioning. And they're specific to just one room. So we've been getting a lot more requests for that. HVAC is very straightforward cuz there's really nothing else we're gonna be doing.

Angie: In the home besides that. But we don't offer free estimates. We used to. 

Cathy: Yeah. So explain that to us. I think we need to know why the companies 

Crystal: Yeah. I'm curious. 

Cathy: You guys aren't doing free estimates. I think explaining that might be helpful and educational. 

Angie: The number one reason is just to weed out people that aren't serious about doing the work and, 

Angie: People take advantage of the free stuff and we were spending [00:12:00] a lot of time going out and giving free estimates and really not getting the work volume to that came back.

Angie: There wasn't really a lot of benefit that was, that our business was getting from Giving free estimates. 

Cathy: Yeah, because they were 

Crystal: shopping, they were shop basically. They were like having all these like technicians come out from different, various companies, 

Angie: We just tell people, we have a $129 fee for estimates and that our numbers are good for 30 days. And if they go forward with the work within 30 days, then the $129 is applied to their job. 

Crystal (2): Ohh that's good though . 

Cathy: Yeah. It doesn't that seem more reasonable.

Cathy: Crystal, Miss Shopper. 

Crystal: It does sound reasonable. I, Cause I am definitely a coupon clipping kind of girl. Any service, any work, anything I get done. I always like to make sure I am fully educated, informed in making the best decision for myself, my household, family, whatever the case may be. And so [00:13:00] I am one of those estimate getters.

Crystal: . But now I'm gonna have to rethink about this because, I didn't really consider the time I was taking from so many because now I wasn't ridiculous with it, but I always like to have, the rule of thumb. Get up to three quotes and then make your choice. But sometimes when I would have technicians come in various industries, sometimes I just hit it off with them and I just felt like I could trust them and I would.

Crystal: Once I would stick with that person, they would be my person forever on whatever that job is in service that I was doing. And so that is really interesting. And my question is, they come out there $129 fee, and at that time they give you your estimate, let you know what the work's gonna look like and the timetable it's gonna get done.

Crystal: And then that $129 comes off, work gets done, all set in stone. Is there any sort of I don't know. I don't know if insurance policies like the word I would use, but, re like callback. So let's say you guys go out and do the work and maybe something else happened and they need a technician to come back out and fix that up.

Crystal: Is [00:14:00] there another fee on that, to get another estimate? Or once they're a customer, do y'all work with that? 

Angie: There's always a fee for. 

Crystal: Okay. Service fee.

Angie: We do flat rate billing. They work on a billable hour. If they're going out to do free estimates, we would give them their hourly for their, that time.

Angie: So the company's not making anything. Essentially the company doesn't make anything off the $129 either. It just covers the cost of going out there. And covers the technician's time.

Crystal: Yeah, but using the gas, 

Cathy: My understanding and o obviously reading the awesome reviews for Paschall Plumbing Heating Cooling you guys get a lot of very happy customers.

Cathy: I can't believe the amount of positive reviews you guys get. It's pretty cool. And I think that's because of the type of technicians that you have. I've actually had it where I've called the HVAC guy. This young kid comes out, which, to me, I'm getting old, so everybody looks freaking young, but , they come out and then they look at [00:15:00] something and then they're picking up the phone call and they're calling somebody else and they, and then it's like another person and another person.

Cathy: What I'm understanding that you guys, you're bringing out a real technician. A technician that isn't just the call boy, that goes out right. For whatever you wanna call him. I don't know what's go. 

Angie: Yeah. Our company operates a little bit differently. Some other companies have what they would call like a salesman.

Angie: They have salesman, they have estimators. They have installers. Then they have service people. Our technicians are the salesman, the installer, and the service person all rolled into one.

Crystal: I like that 

Angie: The person that comes out to talk to you about your job will be the person doing the work.

Crystal: . That's awesome though, because what a great way to build that relationship because even if it is plumbing, it's a real need. And when you're in those emergency situations, nobody's happy. Yeah. And unfortunately the technician, I'm sure in many cases, have gotten the front end of that frustration to, of your customer what they're going through in [00:16:00] circumstances, cuz they're looking at a problem, then they're looking at another problem financially.

Crystal: And so to have that one person come out there, be knowledgeable about what they're talking about, be the one that's gonna fix it, and the one you can call for any questions. I think that right there is peace of mind. 

Angie: Yeah we've had with one of our HVAC technicians, he said that there have been customers that told him that they went with us.

Angie: We were the higher number, but they went with us because they felt more comfortable. 

Crystal: That's awesome. 

Cathy: Yeah. That's cool. And that's cool. You take care of your technicians, you give them Sunday off. It sounds since 1982, you guys have figured it. 

Angie: It's been, I know my parents have changed things over the years.

Angie: You just have to adapt with the way businesses run. Like when we first started there, I don't even know if there were computers. Everything was done by paper. I don't even know if we had radios. Wow. To talk. Yeah. . 

Cathy: Oh my gosh. And now y'all have a [00:17:00] fully functionable system, right? Hey, we're headed your way. We're doing this, 

Little side note, 1982, did you know that that was the year the CD player was invented and vinyl records begin to go away?

And the Commodor 64 was created, the first computer, IBM was 1981, so that just kind of shows you how much it's really changed . Oh wow. Yeah. Yeah. I don't even know what a CD player 

is anymore. 

Angie: I know. It's all digital now. You don't have anything that you can touch anymore. 

Angie: And now we're paperless. And we, when we dispatch the the customer gets a notification 

Crystal: nice.

Angie: And also tracking to where they can see how far the customer is away. We always call when we're on our way. So it's very streamlined. 

Crystal: See as a customer, I would really like that because I stay busy and nobody likes waiting for a technician.

Crystal: I don't care what it is that you're [00:18:00] meeting a technician for, just means you have a problem. Have a problem, I've gotta have a technician. And then you also have this window of time, like between 12 and 6, was it 12 or 6? That seems to be always my frustrating part. When I have a million moving parts, I don't have time to sit around all day long and waiting for somebody.

Crystal: But I think if I were, hiring a technician for whatever problem I needed to know that I was getting notified and knowing when they were gonna be there, if I needed to run to the store or go and do whatever I need to do, I would have real lifetime of when to expect that technician, I think makes it so much easier.

Crystal: We've gotten a lot of customers that are very happy. We schedule our calls in two hour timeframes. So 8 to 10, 10 to 12, things like that. See, that's reasonable. But we, and even then I tell the customers like, Oh, I'll be sure to be here at, let's say 12.

Crystal: You don't have to sit there and wait. We will call you. So there's no reason to wait around. All three of us have had the experience of waiting for the cable guy between 8 and 5, and they show up at [00:19:00] 5:30 

Cathy: or they don't show, but you have to be there all day. 

Crystal: . Oh my gosh. Yeah. Yes. Those are my pet peeves. That right there is a whole rant for me. I could go on for days. , 

Cathy: I just think that's just the way to run business. You're doing two things.

Cathy: One, you're solving a customer's problem as well, you're actually listening to your customers, but you still have a business to run. 

Cathy: So I really like that. And, having people on call 24 7 is just the world's changing. We're, we need to have family time. FaceTime, sleep time. I don't know what that is, but I know we need to have it. . . 

Angie: Our, yeah. Our industry though has been hurting for qualified, good qualified employees, good qualified and tech technicians for years.

Angie: And Covid only made it worse. Covid made everyone else feel the pain that our industry has felt for a long time. So not only do we, we're trying to keep good employees here so that when our customers do [00:20:00] call, they have someone to come out and they have someone that's good and they have someone that's friendly.

Angie: And in order to do that, we have to take care of those those employees. 

Cathy: That's a just another reason why I like to have great companies like ya'll because you gotta take care of your people. If I don't care what business you're running, if you don't have to take care of your people, they're not gonna be good when they go out there.

Cathy: Are you always hiring plumbers and HVAC people? I Is it just is it just like that you just have your ones that have been there forever and then you're just hiring new ones and making sure they're good?

Angie: We've hired two new people to replace other people this year, so we're training one of our plumbing technicians has been with us for 11 years. 

Cathy: Oh, nice. Oh wow.

Angie: That's awesome. Another one is my husband, so he's not going anywhere. 

Crystal: Just got him chain down. 

Angie: And then one of our HVAC technicians has been with us for about six years. So we try to create that longevity, but at the same [00:21:00] time, if someone doesn't fit, then they don't fit. 

Cathy: Now when you say they don't fit, that goes back to that whole thing of the relationship with the customer, them going out there taking care of them.

Cathy: That's why you're looking. So it's like you said, having those three skills is important, to get the job, sell the job. And then I forgot what the other one was. You said do the job, do the job, the 

Crystal: The important part. 

Angie: So 

Cathy: you're, yeah, you're gonna pay well if they do well, but if they're not gonna be a good fit, then that's your reputation on the line.

Cathy: That's pretty much what it boils down to. And I get that, I know that the home services industry is lacking in that. I find that even in a lot of home services businesses, you guys just have it together. You can tell, you've got functioning website, people can go and fill out, call you.

Cathy: Connect with you and get with you. I You should see some of the home services. I see there's no website, there's no way to call them. There's no [00:22:00] way to follow up. It takes months before a contractor ever even calls you back. I don't know if there's some kind of lacking in that customer sales skill there.

Cathy: That's the piece that's missing. You've got this person that can come and fix a door or fix a water, but they're just missing. What is it they're missing that people that I don't know because it's everywhere. It's anything I see in home services, something's missing. 

Angie: Yeah I see that societally though.

Angie: Now though, I think, you go to the grocery store and the people that are checking you out won't even look at you in the eye, . I just think that's something like with the younger generation. 

Crystal: Even the Walmart greeters though and they're not the younger generation, I had to go to Walmart to go get me some circle juice for my water bottle and I just, My favorite thing about Walmart is the greeters, and I know I'm just weird like that, but I just, I love the greeters.

Crystal: But they didn't even greet me, they just were sitting there like a stump on a log. 

Cathy: And that's why I don't [00:23:00] go there You go to Walmart for the greeting.

Crystal: Yeah! 

Crystal: It's a thing. Used to be a big thing, Like it used to be. It was, and back in my hometown, that's the only place we really had to go was the one Walmart, and that was going into town. Like we had to go into town to go anywhere. You can't like just go 

Cathy: grocery.

Cathy: So you could always just do, Paschall Plumbing Heating Cooling self checkout.

Cathy: Push the button. Push the button. What's your problem? Toilet . When 

Crystal: I need a for the technician, I'm just gonna pay $129 and learn all kinds of stuff. 

Angie: And also the $129 applies to every call we do. Let's say you call and say I've got a leak under my house. A lot of people wanna say, Oh, how about how much is that gonna be?

Angie: That's really hard to diagnose a leak under your house over the phone. We tell them that we charge a [00:24:00] $129 dispatch fee, and that's for us to come out, assess what's going on, and we give you an upfront price on repair. And if you go forward with work, then we wave our dispatch fee. So that way we come out and we give you a number and they're like oh, I'm not gonna do that.

Angie: Then what happens with the technician? They turn around. Yeah. And they leave empty handed. It's a waste of a booking, of an appointment. 

Cathy: No, I think it's smart. It's consulting. These guys are professionals. They know what the job's gonna cost you and they're giving you a good range once they get down and dirty.

Cathy: It could be more, it could be less, but at least they know the industry like they've been doing it for a while. A new plumber might be like I get down there and I'll just see if I can't duct tape that up. 

Angie: Let's hope you're not using Duct tape, . I dunno 

Crystal: this is a lot of things,

Crystal: You've probably seen it on one of my issues. I always duct tape everything until I can 

Cathy: figure out a solution. 

Angie: Hey [00:25:00] if we're close on Sunday, go ahead and use the duct tape till we get, Okay. 

Cathy: sounds 

Crystal: great. I'll make a note. 

Angie: Right? 

Cathy: So basically if they got a leak under their house and they got a leak in their bathroom and they got all kinds of problems, it doesn't matter. They're gonna be able to call you guys, and just come out for that $129. Give me an estimate on my problems. Let's be smarter as consumers, don't you think? 

Cathy: If you've got some issues on your. Schedule that call. It's worth the diagnostic. Wouldn't you think at least futuristically. And we've got, a lot of homeowners, a lot of people out there, you wanna protect your home. 

Cathy: That's why you guys have stuff like maintenance plans and things like that. So people can continue to take care of their HVAC and their plumbing and things like that. Meaning separate, I'm sure maintenance plans for each. But my point is that as consumers, I think

Cathy: we should be smart as consumers and as homeowners, have that diagnostic know what happens. You're having an inspection when you buy your home [00:26:00] and you get that inspection and they tell you everything that's wrong with it. You can see that the air conditioning unit is sitting at a tilt.

Cathy: That's gonna be a future investment. Why not go ahead and get that? I just think it's a brilliant model. I think you guys have got it down and I think we just need to educate the consumer on, hey, this is worth, spending the money to get the knowledge that they're getting from not just a salesperson From an actual technician.

Cathy: So let's also learn how to compare our prices, right? So if you want a big freaking, $5,000 air conditioning unit, it's gonna cost. Like a train? I don't know. I don't know. I just remember one year I had this condo and it was, I don't know, 2000 square foot and I said, Oh, what the biggest, best unit on top cuz of this one?

Cathy: The unit was at the top on the roof. Okay. And so I went out and spent at that time, this was what, in the 90? No, it was 2004. 2003. I spent $5,000 on this [00:27:00] unit. , it was crazy and the house didn't even need a unit that big. I just thought, let me just get the best. Yeah. Stupid dumb.

Cathy: Then the next house, it was like, Oh wait, I don't, what? It's only gonna cost me this much. 

Angie: Tim, the tool man tailored it.

Crystal: I, That's a. 

Cathy: I'm the person though when it comes to plumbing and hvac. I will always recommend call a professional. Call a professional. Oh yeah. Because there's two things that we can do as consumers.

Cathy: One, we could know how to turn off our water. We need to know how to turn off the water in the kitchen, in the bathroom. We need to know how to turn off our water outside. Those are the three things we need to do. But don't be going in that and trying to turn the knob and trying to think you're gonna fix it because I've done that before.

Cathy: So I'm taking a lot of really cool stuff away. I think one, I'm gonna do a big plug here. One, if you're in the [00:28:00] Reno Sparks area, you definitely want to call Paschal Plumbing, Heating and Cooling. Angie will take care of you or Natalie. or Natalie. . But really, like I said, they won't be your plumber, your hvac, but they have awesome technicians, to help

Cathy: Here's the thing that I've got out of this , if you want to go and get a free estimate to go have people come out, that's great. But if they are charging you a fee, there's a really good reason for it.. That's what I think I've got for the resolve. I think you know that they're paying top quality technicians to come out and if they're doing things like what 

Angie: Paschal's doing where they're saying, 

Cathy: Hey, look, we'll credit this back on your job, that's even better.

Cathy: That's like saying, Hey look, you've got a big job coming up. We're not, you're not trying to take all their money. You're just covering the cost. And I think that right there is a great thing to take away 

Crystal: I absolutely agree.

Crystal: I think that having this conversation has [00:29:00] definitely taught me quite a few things, and it really does give me a different thought process when I do get into the next situation. Hopefully not any time soon, but to require a technician, especially on the plumbing or HVAC areas of life, plumbing has always been really frustrating for me.

Crystal: But to have a better, hindsight of things like, let's just not go down the 9 1 1 emergency list as I call it. Trying to figure out who's the cheapest, quickest, and can come out here. I think now, going forward, I'm certainly gonna be looking at those tips.

Crystal: Questions that I will be asking. Is my technician also the one that's coming out here? Is he also gonna be the one taking care of my home? Is he the one that's gonna be walking me through what's going on and explaining the situation to me? 

Crystal: I think most of us consumers really, we just want to know that the person that we're putting our hard money on is going to do the job right and make us feel good while they're doing it, even though it's not the responsibility to make us feel good. But I'm still old school about customer service, and so when I do have to [00:30:00] spend my money, I will spend a little bit more.

Crystal: Knowing that I'm getting the quality of work and I'm, and it's gonna be this person that I'm talking to, I think most of us can say that we don't like the run around on things or going through several chains of hands to get something done, especially in a stressful situation. And anytime you're needing home repairs, maintenance, or fixes, it's usually not a very happy moment anyways, 

Cathy: and Angie, you guys at Pashall, you'll have a lot of repeat customers because of that. And that's what really keeps number one, a business and business. But number two, you're actually there to take care of the customer, which is cool. Okay. Is there anything you wanna add or educate the general population?

Cathy: Is there anything that you could tell us? Besides what, not to put down our toilet and our sinks. Is there any other information that you would find useful for a consumer calling a company, y'all or any other company?

Angie: I think the longevity of the company is something to look into because your [00:31:00] warranty is only as good as your company. 

Crystal: I think that's good. 

Angie: We recently had our roof replaced here at the office. I got a bid, two bids. One came in $20,000 less, 

Angie: but they never called me back. And the company we went with has been around for a long time, about the same amount of time as our company.

Angie: So We decided that to go with them. One, they, the other person didn't call me back. I wanted to ask them about their warranty and they never called, but to me it's worth it just for that peace of mind of knowing that my roof is going to have the warranty backed by a company that has been around.

Angie: And is more likely to continue to be around well 

Cathy: and call you back. 

Angie: That's a whole nother rant. Exactly. , 

Crystal: call me back. We actually did do a rant on that at one point. It was to call me back rant, and I got fired up on that one. So I try to stay away from things that too close to my heart.

Angie: Oh. We get people all the time [00:32:00] that are like, Oh my gosh, thank you so much for calling us back. We called someone else and they never called us back. I don't understand that. We're in. To make money and to help people. And how can you do that if you don't call someone back? 

Cathy: Now, it also goes both ways too, because when you call them back, if they said, Hey, I need help, and then they never call you back.

Angie: That's all we can do. At that point,

Cathy: and he's Look, if you call us, we'll call you back, but if you don't wanna call us back, then you know, we can't do anything. 

Angie: We're not gonna chase you to fix your stuff. If you want fixed, then you know where we're at. 

Crystal: There you go. 

Cathy: I love it. I love it. I love 

Cathy: good stuff. Okay. Angie, I'm gonna thank you for taking the time out of your busy Paschal Plumbing Heating Cooling Day to jump on our awesome rant and resolve podcast. So thanks for hanging out with us. Thanks for educating us. I feel more educated. I know Crystal is gonna walk away with the whole wealth [00:33:00] of knowledge now.

Crystal: Oh yeah, I got it. Don't use wipes. Definitely no grease. If you're doing fruit, small fruits, make sure you use your common sense and whatever you do around Turkey day, no potato pills go down the garbage disposal. I am on it, . 

Cathy: Good job. You'll 

Angie: think yourself a lot of headache. 

Cathy: Yay. I get cookies. All right, so thank thank you.

Angie: Okay. Thanks for having me. It's nice to meet you Crystal.

Crystal: It was so nice to meet you, Angie. I am very excited. I have taken away a lot of cool knowledge today, so I'm gonna apply that to my everyday life. Hopefully not every day though.

Angie: Perfect. Hopefully you don't have potatoes every day. 

Crystal: Let's hope not. 

Angie: Call me at Pasco Plumbing Heating and Cooling if you have any questions. 

Crystal: I'm gonna be educating my whole family.

Crystal: Be like, I'll be like Mom, I talked to Angie, my mom, I talked to Angie . I got a girl. 

Angie: That grease thing that I said that wasn't a good idea. It's not.[00:34:00] 

Crystal: I talk to a professional.

Crystal: Got a girl. 

Crystal: That's my thing these days. I got a girl. You got a guy, 

Angie: You're like, Yeah, like objects. Call Angie. We'll find out. 

Crystal: I'm gonna put you on conference. . 

Cathy: Nice. Yeah. And she said, Please don't . No. You'll be like Angie, you and your husband need to get in that van and come out here to Texas and fix my stuff.

Crystal: Awesome. Thank you again, Angie. It's been a pleasure.

Crystal: If you find yourself in need of plumbing, heating, or cooling, you know you're gonna be in good hands with Pascal Plumbing, heating and cooling, especially after today's episode.

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