Since 1999, MAS Plumbing has been the plumber of choice for commercial and residential customers in Chicago’s North and Northwest suburbs. That type of longevity doesn’t just happen, so we sat down with MAS Plumbing founder Ron Masciola to get the story.
Why did you start MAS Plumbing?
I started in the plumbing business working for my dad and later went to work with my brother’s company. Eventually I just had to choose whether to keep working for my brother or start my own company and do things the way I wanted to do things. I was already doing side work every weekend and had developed a steady book of business, so I took the plunge. Some of my original customers are still with me 27 years later. To me that’s how I know we’re doing things right.
What challenges did you face when you started out?
The challenge then is the same as it is now, you need great people to take care of customers the way I want to take care of customers. I’ve always insisted that everyone at MAS shares the same commitment to doing things right, to treat every customer like they are your own family. I’ve had employees who have left MAS and come back. In fact, once they see how things are handled at other places, they almost always come back. We have something special going at MAS and it starts with our people.
What is your commitment to service?
We are honest and upfront with every single customer – residential and commercial. That means we treat you like family. You won’t find a MAS professional trying to sell people something they don’t need. Instead, we give customers their options with upfront pricing. A lot of companies teach their people how to upsell. That’s not what we do. At MAS we want to build life-long relationships with our customers and that doesn’t happen if you rip people off. Look at our reviews. That should tell you everything you need to know about our commitment to service.
Are all your plumbers licensed and trained? Why is that important to you?
That’s a big difference between us and the big companies that spend a ton on advertising. With MAS you’re working with licensed plumbers. Believe it or not, that’s not always the case with other companies. I care about our people being licensed and having the latest training. It goes back to taking care of our customers. You can’t deliver service excellence without licensed plumbers. It’s really common sense. Our people are experts. It’s that simple.
Any advice you would like to share to customers on choosing a plumber?
Always look local. From my experience, local companies just know the market better. And look at reviews. We’ll put our reviews up against anyone. Insist on licensed people doing the work and beware of being upsold. A lot of the so-called special deals you see are just gimmicks designed to get their foot in the door. After that it’s not so special and usually cost you a whole lot more. I would also say, look for a family-owned company. If a customer needs to talk to me, they can get ahold of me fast and if there’s a problem, I’ll make it go away fast. You just don’t get that kind of service with the chains. We’re family-owned and it makes a difference.
You’ve said your people are the key to success, how do you make sure they’re the best?
I think we’ve built something special at MAS. We really are a family-owned, family-run business and we treat every member of the team like they’re part of our family. With MAS, customers get the whole package. The person who answers your call cares only about solving your plumbing problem. Everyone who does the work at your home or your business is an expert at fixing your plumbing. It’s the total experience and it’s all because our people are the best. We invest in every member of our team with training, great benefits, and a culture that is beyond open-door. If someone needs me, I make sure I’m available. I think that’s why so many of our people have been with us for years. Doing things right for customers means you’re doing things right for your people. I’ve believed that since day one.
When people call MAS Plumbing what can they expect?
When you call us, we’re to take of you. The person who answers your call is going to get things moving fast and the work is going to be done right. You’ll get up-front, honest pricing instead of upselling. You’re also going to get a commitment from me: you can always call me and I’ll take care of you. We’ve grown a lot over the years, but I’m involved with literally every project. With MAS Plumbing, we’re going to treat you like family guaranteed. That’s why we’re closing in on three decades in this business with more to come.