June 4, 2026

How To Build a People-First Plumbing and HVAC Business

Author

Trust 1 Services Plumbing, Heating and Air Conditioning

How To Build a People-First Plumbing and HVAC Business

Anthony Mound is the Owner and Master Plumber at Trust 1 Services, a Massachusetts plumbing and HVAC contracting company. Under his leadership, the company has grown into a trusted local provider, offering services such as pipe and drain work, HVAC installation and repair, and maintenance membership plans. Anthony has over 10 years of experience as a plumber.

Here’s a glimpse of what you’ll learn:

[1:11] Anthony Mound explains why he started Trust 1 Services
[3:28] How joining best practice groups and learning from successful entrepreneurs helped Anthony grow as a business owner
[4:23] Anthony’s approach to hiring technicians based on character before training them on technical skills
[7:19] How taking care of employees improves customer experiences
[8:42] Lessons Anthony learned about leadership, work-life balance, and not pushing team members too hard
[16:36] The differences between older and newer homes: infrastructure, energy efficiency, and build quality
[18:30] How Trust 1 handles plumbing emergencies
[19:05] Why Anthony enjoys sales, marketing, and helping his team grow personally and professionally

In this episode…

Building a successful home service business takes more than technical skill — it requires the right people, a strong culture, and a commitment to earning customer trust. So how can leaders in the trades build teams that deliver great work while continuing to grow?

According to plumbing and HVAC business owner Anthony Mound, the answer starts with hiring for character and training for skill. Technicians must be honest, coachable, and customer-focused before anything else. Anthony recommends investing in training, creating clear career paths, using core values to guide hiring and retention, and building a culture where mistakes become learning opportunities. By supporting employees, business owners can improve customer experiences and strengthen long-term teams.

In this episode of Everyday Comfort, Chad Franzen of Rise25 hosts Anthony Mound, Owner of Trust 1 Services, to discuss building a people-first plumbing and HVAC business. Anthony shares the importance of character in hiring, how employee culture affects customer service, and why ongoing training helps teams adapt to AI, code changes, and new industry standards.

Resources mentioned in this episode:

Anthony Mound on LinkedIn
Trust 1 Services: Website | Facebook | YouTube | LinkedIn
Chad Franzen on LinkedIn
Rise25

Quotable Moments:

I really enjoy building things, even in the business today.”
“I can’t do all of this by myself.”
“We hire on character over… technical ability.”
“Making sure your employees are happy really translates it into the work they do every single day.”
“We make a mistake, we make it right.”

Action Steps:

Hire for character before technical skill: Look for team members who are honest, respectful, and willing to serve customers well. Skills can be trained, but poor character can damage culture, customer trust, and long-term business growth.
Invest in ongoing employee training: Regular training helps team members improve their technical knowledge, customer service, and confidence in the field. It also keeps the team prepared for code changes, new products, and evolving industry standards.
Create clear career paths for your team: Giving employees opportunities to grow helps them stay motivated and committed to the organization. When people see a future for themselves, they are more likely to take pride in their work and deliver better service.
Turn mistakes into learning opportunities: Instead of blaming employees when problems happen, focus on fixing the issue and improving the process. This builds accountability while creating a healthier culture where people can grow.
Educate customers before selling solutions: Explain the pros, cons, and return on investment so customers can make informed decisions. A direct, no-pressure approach builds trust and leads to stronger customer relationships.