From Cheerleading to Plumbing | Podcast Ep 220 | Toolbox for the Trades

Hello, contractors, and welcome to Toolbox for the Trades. My name is Jackie Aubel, and today I am speaking with Morgan Chapman, the VP of Friends Plumbing in Tampa Bay, Florida. On today's episode, Morgan shares what it's like to navigate family dynamics in the trades, especially as a new mother. I hope you enjoy Morgan's story as much as I did. Morgan Chapman, you are the VP of Friends Plumbing in Tampa Bay, Florida. Today we're going to be talking about your experience. Experience as a woman in the trades, navigating family dynamics in business, and the exciting things happening at Friends Plumbing. Welcome to the podcast.

Hi. Thank you so much for having me, Jackie. I'm so excited to be here.

I'm so excited for you to be here, too. We are going to kick this conversation off the way I love to with an icebreaker. And then whenever I can, I try and make an icebreaker that has nothing to do with the industry. And lucky for me, you have a very interesting background. So I want to know, so since you were a cheerleader for so long, what's the most challenging routine that you ever had to learn?

Oh, gosh. Well, I would have to say When I was 16 years old, my parents let me join a brand new cheerleading gym that was 45 minutes away from her house. I went there and was put on a co ed team, which was super exciting because I was preparing to be a college cheerleader. I was on a team with coaches. They were staff at the gym. They were much older than me. I was the youngest one on the team and I felt so much pressure learning that routine for that year. Just being on a team with other coaches and former cheerleaders, it was very nerve wracking. But it was honestly the best experience and led me to ultimately cheering in college. But I have to say that every routine that I learned was challenging. We'd have choreographers come in, we'd learn a whole new routine, and I would just think, like, how are we going to, you know, memorize this and be successful and win with this routine? And then of course, by the end of the year, you can do that routine in your sleep, all just to learn a new one the next year. But, yeah, kind of like business, right? You know, you go through challenges and then next one comes up and you realize, oh, I got through that last challenge. This one won't be that bad.

Yeah, exactly. And you know, you were. We were talking prior when we were setting up this podcast, I was talking to you about how my sister cheered in high school, but she was one of the more like stabilizing cheerleader leaders. You were a flyer because you're, because you're. You're compact. Right. Just out of curiosity, how do you even get to that point where you're like, I'm gonna fling myself into the air, do a couple of twirls, and then I know I will be safely received upon my return to the earth?

Yes. It takes a lot of trust, for sure. And for reference, I'm five foot on a good day.

Incredible. So fun. Okay, so let's get into plumbing. So for folks who don't know, tell us about Friends Plumbing.

Yeah, absolutely. So my father, Monty, started the company 45 years ago. He moved down from Michigan to Florida. His uncle was actually a plumber in Michigan. So he had already, you know, had his plumbing license, came down to Florida, was working with a friend whose name was Grant. Friend. His last name was Friend. They played softball together, and they had a great friendship and ultimately ended up doing plumbing together. Grant decided it wasn't something he wanted to do. He moved away out of state, and my dad decided, we're going to start Friends plumbing and we're going to, we're going to keep the name Friends. And Grant was totally cool with that. 45 years later, here we are. And it's been amazing. You know, we. We've been a part of the community. We take so much pride in that and we strive for, you know, top notch service, professionalism, cleanliness, and really just being the best that we can be and being that. Go to plumber for the area. So, yeah, that's a little bit about us.

That's awesome. And you guys focus mainly on residential service and replacement, right?

We do, yeah.

All right, cool. So how did you get involved in the company?

I have always been around the business. I'm 31 years old, very, very close with my dad. We talk all day, every day. When I was in college and I was kind of in and out of the office, kind of learning. Learning, but not actually working here, you know. And then, so after college, I decided to come join, join the business for a little bit. But I also had a degree in sociology. I was still seeking opportunities to use my degree and go out and do something in that. So ultimately got into sales and did sales for three years. And then Covid happened and I found myself back here and again helping in the office and answering phones. And I was able to really just hone in on where we could improve and observe my dad and learn from him. And it just felt like someplace that I could never Leave. Now that I was back, and I just, I felt like I could really add value. And so I started focusing on the CSR department and improving that area. And so we hired and fired accordingly, and we put in systems and processes and we got Service Titan in 2019. So we had just gotten it right before, before I started working with my dad full time, just really, really focusing on the areas where we could improve and learning the business the day to day, starting from the bottom, answering the phones and refilling my dad's water bottles and just doing everything that he asked me to do and just learning in and outs, but really focusing on building our culture, too. Building the culture and focusing on the value. You know, really instilling that in our new hires. Like, this is our expectations, values, our core values here and what, what we want and how. How to get people engaged and the team. Team members engaged and incentivize them and make everyone feel like one big family. And I always come in and I say hi to everyone. I say, hi, friends, you know.

Oh, funny. Yes. Yes, funny. Yeah.

Yeah, that's kind of a little bit about how I got into it.

Awesome. And so since you've joined, you've been focusing on sales, on optimizing the CSR department, building up that culture and really being mindful with new hires and setting expectations for those new hires. So let's get a little bit more granular into that. Let's start with maybe the CSR side of things. So you had worked in sales prior to joining Friends plumbing and what. That was one of the areas of opportunity you saw. So tell me how you approached the CSR side of things and this and the sales side of things and try to get as specific as possible.

When I first started, just by listening to some of the CSR's calls and knowing, like, my background and kind of just the lack of customer service that I knew that we would be able to provide. And I, I just thought to myself, wow, like, my dad has already built such an incredible company right, in the last 40 some years at that time. And how amazing would it be if we actually hired people with CSR experience and, you know, with that background? Because my dad, being the generous, amazing person that he is, he would hire, you know, so and so's friend or this person or referral. And although they did a fine job, it's not like they were horrible. It just, they didn't have that experience and didn't have the training and kind of expertise that. That I was looking for. So when I really dove into the hiring process. It, of course, started with, like, who we are and what. What we represent and our values as a company. And we are these people a good match for us. And so I really took that seriously and took a lot of pride in that as well. You know, finding the right people for us. And it did not come easy. We had to hire a few people, and then we let people go and it wasn't a good fit. And I quickly realized that you can train certain skills, and you can't train certain skills, and people sometimes just either have that skill, special thing that you're looking for or they don't. And then, of course, there are skills that can always be trained when it comes to technology and service site and stuff. Like, we were happy to have people come in with experience, but at the same time, if they didn't have the personality and, you know, the drive and the passion that we were really looking for, then they weren't going to be a good fit here for us.

So I want to pivot a bit to working in a family business. So you mentioned that you and your dad already had a really great relationship. And I should say that's not exactly always the case. When I talk to second or third generations who are coming into the business, a lot of the times folks bump heads with their parents or their relatives who also work in the business. So I want to know how that's worked out for you. I know your brother also has the title of vice president. So how do you guys work together as a family?

We work really well together. But I will say that every family has their challenges. It is not all perfect anywhere, especially working with family. You know, it comes with its challenges and unique advantages, too. It really does. So like I said, my dad and I were very close, but coming into the business, we absolutely butted heads as well as my brother, you know, but over time, we've built a very strong relationship and we understand each other and realize that we are. We're all human. We're all navigating through this life together and figuring it out. This is my dad's first time being a parent. Like our first time being business partners and just kind of navigating through that together and giving each other grace and I think realizing that I can only control me, I can't control other people. But understanding each other and knowing that we all have the best interest of the company, at the end of the day, we share that value. That ultimate goal of the business is success. And so that's what drives us and helps us Set aside our differences when we agree to disagree or just disagree in general?

Yeah, for sure. It sounds like you guys are constantly reminding one another that you're on the same team, that you're working towards the same goal.

Exactly.

Very cool. So what's the differences between you and your brother's role? So do you guys have any clear boundaries or role delineations to kind of help you guys? I don't want to say keep the peace, but keep things moving in the right direction.

I love this question because my brother and I are seven years apart. Me being the older sibling, we definitely struggle sometimes with each other's opinions, you know, but we have this amazing opportunity here with my dad being a. From the boomer generation, me being a millennial, and my brother being Gen Z, that we all bring something special to the table. And I think that for. For my dad, he has a ton of knowledge. Like, he's 67. He's. He's got the experience, and he's always teaching us stuff, you know, and we just. We have to, like, listen. And even if it's not the way we think or the ideas that we have, like, we have to listen and trust that he has the knowledge and experience that we can't get anywhere else, you know? And for my brother. My brother is amazing at marketing and technology, so that is his. His specialty, and he really hones in on that. And he's so good at it. And for me, I'm the people person. I love working with people. I love managing people. I love dealing with the people problems, you know. So, yeah, I just think we have an amazing opportunity here that not many people have.

Very cool. How have your family dynamics evolved since you guys have been working together?

We've come a long way. No, we have, I think, just separating, you know, personal life and business and finding that, you know, that fine line and just communicating with each other and explaining, you know, I hear you, I see you, I understand you, you know, and just being there for each other. And it's. It's not always easy. We 100% butt heads at the end of the day. We're all here for the same reason, and we all care so much. And sometimes, you know, when you're dealing with family, it can come across harsh or, you know, take it more personally when really it's just. It's just easier to be that way around family. And so I think it's important for us to reflect every day. Like, we have to be respectful of each other. How can we expect everyone else to respect us? If we're not respecting each other, no matter what we're discussing, you know, we just have to be respectful of each other's opinions, and we've. We've gotten a lot better with that.

Yeah, I think that's a really good point to make, because as a leadership team, if you guys are constantly butting heads or fighting, that's going to trickle down to the rest of your organization, and it's going to potentially cause some systemic issues. So I'm glad you brought that up, because you're essentially setting an example.

Exactly. Yeah. It starts with us and our intentions going into the day. And like I said, I can only control me. But I hope that, you know, if I come in, you know, with a good attitude and an open mind and, like, you know, positivity, you know, that I can hopefully rub off on other people.

Yeah, for sure. So, speaking of, you know, how you've grown and changed. You became a mother recently. Congratulations. And I would love to learn how you approach work, like, balance ever since this has happened and how. What strategies have you found effective in managing the demands of both career and family, which kind of, for you, overlap a bit.

Yeah. Yes, they do. So to me, being a mom is the most important and amazing thing that I'll ever do in my life. And it's. It's made me a better person, it's made me a better leader, it's made me more patient, it's helped me with business and life in general and really just giving other people grace and giving myself grace. And it's a constant juggling act, especially feeling guilty in one way or the other. Like, I am either feeling guilty if I'm not at work with family, or I'm feeling guilty for not being at home with my son. It's a constant juggling act, but also just really focusing on that quality time with him and knowing that when I come home, like, check out for a little bit, spend that quality time with him, because that's what he's going to remember the most, rather than me being gone at upwork. But you really can thrive in both roles if you have the right mindset and you have a good support system. For me, I really focus on my mental health, and that's a huge priority for me. And I know that I can't be the best business partner. I can't be the best daughter and mom that and wife that I want to be if I'm not taking care of myself first. And I always tell all of our employees that, too. Like, you have to Take care of yourselves. It's just, it's non negotiable. You're better for everyone in your life. You're better for yourself and better in the world. And that, that's something that I really, really take seriously.

I want to give you so much credit. I have a therapy background and the fact that you identified as a former people pleaser or a people pleaser in recovery, which is sometimes the terminology I use, I think it's really important that you. That is such a big value for it and that that is such a big value for you and that you communicate that to your team members as well. Because I a thousand percent agree with you on that. If this is too personal, you can totally pass. But I would love to hear a little bit about what it was like for you to kind of get to that mindset of like, I need to start taking care of myself because if I can't take care of myself, I can't take care of the people that I love or show up in the way that I want to.

I think firsthand I've seen the, the damages that can be done if you don't prioritize yourself and take care of yourself. I've seen it, I've been, been around it and for me it just, it's, it's a non negotiable and I know that. And I just don't like the way I feel when I'm not my best. No.

Yeah.

I feel like I'm letting other people down, I'm letting myself down. And it did take time and therapy and just really becoming more self aware of those things. I don't think you ever have it figured out. I like to call it work life imbalance. You're always kind of figuring out, you know, maybe this week I have to work more and this and the weekend I'm going to spend more time with my family. And you find whatever that balance is for you and your life. And I think it looks different for everybody. And so it's important to give yourself some grace and just be aware that it's okay. No one has it figured out.

Yeah. I'm thinking about the people that may be listening to our conversation right now. And you know, you are. It sounds like a leader who's very cognizant of mental health and how important it is. So I would imagine if an employee came up to you and was like, hey Morgan, I'm really struggling, like, how can you support me? You would be like, yep, let's figure something out. Yeah, what would you Say to a stranger listening, who's in the trades, maybe another woman in the trades who is really struggling with that work life balance. Maybe they're a new mom like you are and they just can't make it. They're really struggling with making it work. How would you advise them to approach making any changes?

I would say don't be afraid to ask for help and don't be afraid to take care of yourself and put yourself first. Take the time for you and it will make such a huge difference, you know, whatever. And self care looks different for everybody, right? So you have to do what's best for you and just take care of your mental health and that it's so important. So you can be the best mom and, you know, the best employee, whatever it is that you're wanting to be better at. But give yourself grace, you know, it's, it's difficult for a lot of people and I think it's something that's not talked about enough. And so just know that you're not alone and don't be afraid to ask for help. I know for me, I'm very independent. I do everything myself. Like I don't need anyone. But those are always the people that, you know, they really do need someone to be there for them and they're not always willing to speak up and ask for that help. So don't, don't be afraid to do that. It doesn't make you less of a mom or less of a good business owner or anything like that. In fact, it makes you better.

Yeah, well, let's flip the script now, right? What would you say to another, to other owners about why, how, why it's so important to prioritize mental health and kind of be the rallying, like make that a rallying cry for your workforce. Why do you think it's so important to talk about this stuff and be open about this stuff from an owner's perspective?

I have seen firsthand, you know, for starting out, working with my dad and just being around it in general, like, he's 67, he is tired, he's put in the work, he deserves a break.

You know, shout out to my dad, who I think is also tired.

Yeah, he's burnt out and a lot of business owners are. And I think that that entrepreneurial mindset is I have to do everything like nobody else can do it as good as me. And you're right, no one can. But if you're not willing to take that time to delegate and teach other people what you need to do to Take stuff off your plate. Ultimately you're doing everyone a disservice because you're going to get burnt out, you're going to be tired, you're going to take it out on your employees and you know, that's, that's not the person that you want to be, you know, And I'm sure you don't feel good about it when you are like that, like no one does. So it's so important to focus on taking that time for yourself, making yourself better so you can show up as the best business owner that you can be and being self aware, like, hey, I, I could probably use a break. I'm gonna take a 30 minute break or even like a 10 minute walk or whatever it is, you know, that you need to do to kind of recharge and then come back and you'll feel better for sure. But again, self care and taking care of mental health looks different for everybody. You have to do what's best for you. And I think it just starts with being aware of it. Yeah, just taking those first steps.

All right, well, I want to talk a little bit because you've got some really great advice here and some really great insight. What advice would you give to young women considering a career in the trades and what in, in your opinion? I'd love to hear how you think the trades in general can work to become more inclusive and supportive of female professionals.

Yeah, just do it. Just do it. Don't second guess yourself. You know, when I first started in the trades, it was very lonely, especially being a female. And I think a lot of women feel that way and in the trades, but you're not alone. And there's times where I would walk into a room and feel like I needed to prove myself before I even spoke. I know that's not true, but it's just a feeling. And so I think just, just don't think like that. Be confident, hold your head up, be proud of what you're doing because it's really awesome. We get to make a change every day and make someone's lives better and provide solutions. And it's a really, really awesome opportunity that we have. And most people don't think of the trades that way. Take the time to invest in yourself. You know, hire a business coach or a life coach, listen to podcasts, read books, invest in yourself and then work for a company that wants to invest in you too. Work for a company that supports women in the trade, that lifts you up. Those are the places that you want to work and those are the places that are going to go far. I'm very fortunate that I have my dad and my brother who are very supportive, but, you know, it takes time. It takes time and building those relationships. And we got to a point, you know, where it's like, hey, I. We're all in this together. We're a team. And I, you know, I got your back, you got my back, you know? Yeah, yeah, it's really cool. You know, my brother's the one who actually introduced me to the Lady Titans group. And my first pantheon was this last year. And he was like, these are the people that you need to meet. Like, they're awesome. You know, this and that. And I was like, wow, this is so cool. Just being there was just an incredible experience. Walking into that first night event for championing women in the trades and not feeling alone and feeling so supported and being able to network with people. Go to the Toolbox Lives, network with people when you can. It makes such a difference. And just know that the. The women support groups and just the support in general is unmatched in the trades. And once you realize that, you'll feel confident to take on the world and we can be unstoppable.

Yeah. Amazing. Shout out to Lady Titans. That group is fantastic. I love them and I love the work that they're doing. And I will say, you know, you joined friends in 2019, I joined Service Titan in 2017, and when I first started interviewing, it would be so hard for me to find women in this industry. And I will say, in just seven and a half, I'm doing a bunch of podcast recordings in the next couple of weeks. Most of them are women, which is so cool to me. So. But it is. It's slow going and it's still something that we have to work towards. So I love showcasing voices like yours and hearing that you've got all that wonderful support from your team and from your family and lifting you up in that way. So we're coming to the end of our conversation. I would love to know what's next for Friends Plumbing.

We are in a very exciting stage of growth. So many awesome things happening. But with a lot of growth comes a lot of growing pains. So we're navigating through all of that and trying to perfect our systems and processes, continue to build our culture and hire. We're growing, which is a great thing. We're outgrowing our building. We're looking for new space. All exciting things. We're going through a rebrand.

Oh, yeah.

So it's just all amazing, exciting things that are scary and challenging, but we're working through it. We're going to give my dad a heart attack. Hopefully not the process.

Oh, my gosh.

So it's.

It's good for folks watching on YouTube. Is your logo that you're. That's on your shirt right now, Is it the old logo or the new logo?

New one.

Nice. I like it. It's very clean, very cool. That's exciting. I really. The name friends is like, kudos to your dad's friend who let him use his. That last name. It's so.

Yes.

There's so many ways to. To have fun with that from a marketing perspective.

There is. There is. And we love the name. We would never, never change it. And it's this. It's the history of our company, and we love it. We're your friends.

Awesome. Well, thanks so much for joining me. Morgan and I had a great time with this conversation, and I'm glad you did, too.

I did. Thank you, Jackie.