The Heritage Story
How it All Began
Steve Chartier | Craig Chartier
Heritage was started in 1986 by brothers with plumbing in their blood and a passion to succeed. They had just one small pick-up, a handful of customers, and barely made enough money to feed their children, but knew that they could do more. After taking various business workshops and reading the extensive educational material, they learned one very important lesson that changed the entire business- stop calling the competition and undercutting their prices. Instead, talk to customers, find out what they want and expect from you, and then do everything you can to give it to them.
This simple philosophy meant that Heritage would stop cutting corners and sacrificing quality in order to be the cheapest service provider, and instead focus on being the service provider with the happiest customers.
The Survey Says…
When the Chartier brothers surveyed their customers, they learned exactly what they needed to provide in order to keep them happy. Here were the customers’ top-ranked priorities, in order:
- Customers want us to be accommodating to their schedules, whether it’s what time we answer the phone or when we schedule appointments.
- Customers want us to arrive on time, every time.
- Job Done Right the First Time
- Customers don’t want us to return to fix a problem that we should have fixed the first time.
- Explanation of Work
- Customers want us to explain all the work we will be performing and want to know what the cost is before we begin doing the work.
- Customers want a fair price for all the service/value they received.
The Heritage of Today
We restructured our business to cater to the first 4 needs that customers identified in the survey, then set our prices based on what was necessary to provide those needs. That meant investing our money into better tools and equipment, a dedicated call center and dispatch center, fully-stocked trucks, customer service and technical training, fair pay for superior talent, etc.
To our relief, we found many clients who were willing to pay a fair price for a high-quality service experience. In fact, so many clients appreciated the superior level of service that we were now providing, that we were able to transform Heritage from a 1-truck operation to currently an over 50-truck business. To this day, we do not look to competitors for answers or to see what they are doing. Instead, we have established relationships with National Best Practice Groups that have proven strategies to produce excellent results for customers, team members, and our business. And, of course, we still listen to our customers.
“Highly recommend Heritage! They were on time, polite, efficient, respectful of my home and explained everything they were doing throughout their visit. They gave me options for repairs, and were very knowledgeable!! Would use their services again… Just call Heritage!”
“We just had an A/C system installed in our townhouse by Heritage and are very pleased… This is what we have come to know and expect from Heritage… You may pay a little more, but you get what you pay for and then some.”
We offer plumbing, heating, cooling & electric repair, installation, and maintenance for New Hampshire and Massachusetts. Contact us to schedule an appointment that’s convenient for you.