Alright – so today we’ve got the honor of introducing you to Michelle Young. We think you’ll enjoy our conversation, we’ve shared it below.

Alright, Michelle thanks for taking the time to share your stories and insights with us today. What sort of legacy are you hoping to build. What do you think people will say about you after you are gone, what do you hope to be remembered for?
When we first started Legacy Plumbing, we wanted to build a company that would leave a lasting legacy. The vision was to create a place that positively impacts and transforms the lives of those around us: our employees, our customers, our community.

We believed we could accomplish this by inspiring each other to be our best selves, to constantly redefine what service is, and to thoughtfully and prayerfully spread good by doing good.

Now, over 15 years later, we’re facing different challenges, but the vision remains the same. While unifying an entire team around a common vision is an exacting and continual effort, our great accomplishments have only been achieved by the hard working and amazing employees that make up our dynamic team.

The Legacy team is a unified force for good. Not only do we have the gratification of helping so many customers with their essential needs on a daily basis, we also have seen the lives of our employees transformed as they build rewarding careers and are cheered on by their coworkers.

In order to transform our community, we give a portion of our profits to both local and international charities – and we have set systems up that involve both our customers and employees directly participating in these good causes.

We create a lasting Legacy by doing these things right now – every day. We do not put all of our focus inwardly on growth and profit hoping to one day be able to give back. Giving is a part of our daily culture.

There is never a better time to serve someone than right now with the customer who is right in front of you.

There is never a better time to encourage someone than right now with the coworker by your side.

There is never a better time to do good in the world than right now by passing on the blessings that you’ve been given.

This philosophy is how we know that we are leaving a legacy of good service, good work, and good deeds. We’re excited to see how this can amplify as we continue to grow. We also hope that our leadership in this can pave the way for others to follow.

Michelle, before we move on to more of these sorts of questions, can you take some time to bring our readers up to speed on you and what you do?
We recently celebrated the 15th anniversary of Legacy Plumbing! Theron and I started the company in 2006. As a Master Plumber, Theron knew that he could do it better than other companies he worked for – better customer service and a better environment for employees.

In order to get this new business started, Theron walked door-to-door in our neighborhood hanging flyers and talking with people about Legacy. We didn’t have much capital starting out, but we did have a driving vision for a company that would be a blessing to so many people.

It has been incredible to see the company grow over the last 15 years. Every year we have increased in size and seen consistent revenue growth. We currently have 37 employees who are a part of the Legacy ‘family’.

Legacy Plumbing is a full service residential and light commercial plumbing service company. We work in existing houses and businesses educating our customers on how to maintain their plumbing system.

We have a reputation of high-quality work, going above and beyond for customers, and having unparalleled customer education/upfront pricing. There are so many things that make us proud of our team and the work we do, but the highlights are the times when the whole team rallies together to help a coworker or help fill a need with a local charity.

Legacy Plumbing is known in the plumbing circles as a company that has the highest standards of professionalism and consistency in standards across the organization. We are also known for our refined troubleshooting methodologies for complex issues like slab leaks and hot/cold water crossover issues.

Around north DFW, we are known for our high ratings and customer reviews. Many customers write us lengthy reviews on various platforms detailing the work we did and how we exceeded their expectations.

We make both our customers and employees an integral part of our community giving. We want customers to know that when they use Legacy Plumbing, a percentage of the profits go to organizations like: Arms of Hope, The Water Project, Great Cities Missions, and many more.

How’d you build such a strong reputation within your market?
There is one thing that had a big impact on establishing an initial reputation and solid customer base – Our honest and Upfront Pricing and communication. This upfront pricing model is outside of the normal protocol for the plumbing industry, which typically involves giving vague answers about pricing and scope of work from customer service representatives who’s main goal is to get their “foot in the door.” This is not the case at Legacy Plumbing. From the beginning, we have prioritized straight answers and simple-to-understand pricing, upfront before we even get to the house. As homeowners ourselves, we wouldn’t like not knowing what the possible price could be before scheduling someone to come to our house, so why would we expect our customers to? We have always wanted to treat our customers and our employees the way we want to be treated.

As call volume increased, many hours of work was put into creating quoting and communications systems for our highly-trained customer advocates so that they can answer even intermediate technical questions. It is not uncommon for a Legacy Advocate to step a customer through a simple DIY procedure over the phone – like resetting or unjamming their garbage disposal or checking their water heater. If we can save our customer money by walking them through something over the phone, we do! We aren’t looking for making a “quick buck.” We are working hard to earn our customer’s business for life.

For complicated projects (like slab leaks, sewer breaks or tank-to-tankless water heater conversions) that may be a little too complex for our amazing customer advocates, we always pair our homeowners with a senior licensed plumber to discuss the issue at length before a service call is even booked. All of these communications prioritize customer education and give transparent answers so that the homeowner knows exactly what to expect when they have us come out.

Being able to scale this as the company grows has been the key to transitioning from a trusted local plumber into one of the most-trusted regional plumbing companies in the DFW metroplex.

How do you keep your team’s morale high?
Actively incorporate your employees into the goal creation process for your company. When employees have a voice that is heard and have a real responsibility to help guide the company, they will get behind changes and support growth instead of resisting it.

In 2020, Legacy Plumbing held a special day-long company event where all employees participated in setting four-year goals for the company through a guided process. The team didn’t stop at high-level vision. They went deep into breaking those goals down into strategic objectives and even further into bite-sized actionable steps that could be scheduled and delegated.

In addition to this big-picture planning session, we hold many smaller team events and activities throughout the year. Incorporating each member into both the fun and the real leadership responsibility of the company life has been a cornerstone of developing good team spirit at Legacy.

Contact Info:

• Website: https://legacyplumbing.net
• Instagram: https://www.instagram.com/legacyplumbingtx/
• Facebook: https://www.facebook.com/legacyplumbing
• Linkedin: https://www.linkedin.com/company/legacy-plumbing-inc-/
• Twitter: https://twitter.com/legacyplumbing
• Youtube: https://www.youtube.com/user/LegacyPlumbing
• Yelp: https://www.yelp.com/biz/legacy-plumbing-frisco-2