first company.” No matter what kind of project they are doing, David says the company’s goal is to build a lasting relationship with the client. He believes that approach sets them apart. “We’re a relationship-based business,” he explains. “Whether we’re working for a homeowner or a big general contractor on a $50 million project, we want to have that relationship. We want them to hire us again. We’re never just trying to make a quick buck.” Historically, Total Plumbing and Heating has been very successful at building those client relationships. David says the vast majority of their work is for repeat clients, with some of those relationships going back almost 20 years. “Once a client gives us a shot, they usually just want to work with us moving forward,” he says. “We have a lot of clients that don’t want other people in their buildings. We have a lot of clients who don’t even put out their projects to tender. They know we’re not going to be the low number, but they still only want to deal with us if they have a choice.” According to David, even when existing clients decide to explore cheaper options, they usually end up coming back. “When a client comes to us and says ‘I got guy who will do it for less money,’ we tell them to go ahead,” David says. “Then they usually call us up a couple months later and say ‘I’m never using that company again.’ They’d rather just work with us, even if we’re a bit more expensive.” MAY 2025
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