How not to do business

I've seen a lot in my years as a plumber, but what I’m about to share takes the cake for what NOT to do. My team showed me a video of a plumbing company that really messed up. It’s a perfect example of how NOT to handle a situation. So let’s break it down and talk about what went wrong and, more importantly, how it could’ve been handled better.

Before we get into this, if you want to see the full video I’m talking about, you can check it out HERE.

In this video, the homeowner hired a local plumbing company to fix a sewage issue. The plumbers replaced a sewer line all the way to the road, a job that they said needed to be done. But here's the kicker: the real issue was on the county’s side of the line, not the homeowner’s. The county should have been responsible for the repair, but instead, this company tried to charge the homeowner for work they shouldn’t even have been doing in the first place.

To make matters worse, the owner of the plumbing company gets on the phone with a county official and absolutely loses it—cussing him out and refusing to back down. The owner of the plumbing company wasn’t on site, but he was still dictating how the job should be done over the phone, without actually seeing the problem himself. You can guess where this is going—it wasn’t pretty.

Now, the plumber on the job just followed orders, even though it wasn’t the right solution for the problem at hand. If you’re a plumber, let me be clear: You have a responsibility to do the right thing, even if your boss tells you otherwise. If you see that something isn’t adding up, it’s your duty to speak up, even if it means pushing back against the instructions you’ve been given. This isn’t just about protecting the customer; it’s about protecting your own reputation and the integrity of your work.

This company gave the homeowner incorrect information, leading them to believe they were responsible for the issue. Then the situation escalated when the homeowner rightfully questioned the work being done. Instead of double-checking their work or seeking a second opinion, the plumbing company owner got defensive, and the situation quickly spiraled into a full-blown argument.

Let me tell you—this is the last thing you want to do. As a business owner, I’ve always told my team that we’re in the business of fixing problems, not creating new ones. And sometimes, that means swallowing your pride and acknowledging that something went wrong. He didn’t just lose his cool—he lost the trust of the customer and any chance of resolving the situation professionally.

What’s worse here is that the plumbing work wasn’t even done correctly! The company not only charged the homeowner for unnecessary work but also failed to do the job right, leaving the homeowner with a bigger mess than before.

If you want more details on what they did wrong, check out yesterday’s blog post on slope. It’s not just that they didn’t have the correct amount of slope, they had the pipe sloping the wrong way!

If you’re a plumber, you need to know the boundaries of your responsibility and when to involve the city or county. When the issue lies beyond the homeowner’s property, it’s up to the local authorities to handle it. Trying to charge a customer for something they shouldn’t be paying for is, well, it’s downright wrong.

If a mistake is made, own it. Instead of doubling down and causing a scene, the owner should have taken a step back, reassessed the situation, and communicated honestly with the homeowner. Admitting fault might sting in the short term, but it builds long-term trust and credibility. Communication is key in these scenarios. The homeowner should never feel like they’re being left in the dark or, worse, ripped off.

And, I get it, it was a lot of money to lose. I’ve had big jobs where I’ve had to eat the cost. It’s not fun, but when it’s the right thing, you have to do it.

As a plumber, you’re in a position of trust. Homeowners rely on you to fix their problems, not create new ones. Losing your temper, especially in front of customers, only makes the situation worse. It’s our job to solve problems, not make them bigger. Integrity is everything in this business.

Getting angry, defensive, and cussing out a customer or city official is never acceptable. Period. You have to remember that as a plumber, you’re not just representing yourself—you’re representing your entire company and, by extension, the entire plumbing profession. Losing your cool in front of a customer not only damages your reputation but also the trust people have in all plumbers.

This video is a perfect example of what not to do as a plumbing company. It’s a reminder that our work is about more than just pipes and fixtures—it’s about trust, honesty, and doing the right thing. Whether you’re a plumber, a business owner, or a homeowner, these are the values that should guide you every day.

Now the original poster of this video posted a follow up. After all of this happened, that company owner did reach out to apologize for how he behaved, and did what he could to make the situation right.

If you’re ever in a situation like this, remember: do the job right, communicate clearly, and always keep your cool. That’s the only way to build a reputation you can be proud of.

This is the kind of situation that all of us in the plumbing industry can learn from. It’s a reminder that our work is about more than just getting the job done—it’s about doing it right, each and every time.