History of Pride Plumbing of Rochester
and the Owner who Started it All
Introduction
The owner of Pride Plumbing, Ross Madonia, began working in the plumbing profession back in October of 1984. He never had any aspirations to become a plumber, but he needed income to pay bills. At this time, he had no idea that his passion for plumbing, business, and customer care would grow into Pride Plumbing of Rochester.
Ross Madonia
The first job that Ross had paid $4 an hour. From there, he went to work for another company because they had health insurance. Around 1989, Ross decided to move onto a different position to be a plumbing technician with a new company. It was at this time that Ross started to believe that he could make a career within the plumbing profession. He noticed how his managers genuinely cared about the employees and wanted to help them develop within the job. Ross went on and switched companies about three more times after this.
Pride Plumbing Roots
In November of 2007, he started his own company, Pride Plumbing Services, Inc. Once he started the business, he thought back to why he moved around to so many companies. He realized it was primarily because of the quality benefits and the care and support his boss offered. Ross made it his goal to provide the best benefits and education so that employees could develop personally and professionally within their position. He wanted Pride Plumbing Services, Inc. to be a career, not just a job. This means continual education, training sessions, and always being open to the requests of the employees. Ross wanted Pride Plumbing of Rochester to be for professional plumbers. He wanted to build a business where employees would feel good about what they do and be happy coming into work in the morning.
The Foundation of Pride Plumbing
When Ross was asked “How has the company been successful?,” he replied, “It truly has to do with the employees and how they serve our customers.” At Pride Plumbing of Rochester, Ross puts his employees first. By putting employee wellbeing at the foundation of the profession, our customers are directly benefited. We keep our team happy so they can go out into the world (mainly Monroe County!) and make our customers happy. We treat the members here with the same care and respect we bring to our consumers.
Many of you are only familiar with our technicians, who are absolutely amazing. However, our company is more than what you see on the surface. Our team is made up of multiple “behind the scenes” players, and our success would not be possible without them. From our customer care representatives pleasantly greeting you on the phones and scheduling your calls, to our office manager ensuring our day to day processes run smoothly, to our warehouse operations coordinator making sure that the warehouse and trucks are fully stocked and ready to go so we can serve you. There are various positions within Pride Plumbing Services, Inc., including our warehouse operations coordinator, the operations coordinator, the operations research analyst, the operations manager, and our plumbing apprentices. We would not be where we are without our incredible staff. Do you want to meet our team? Check out our “Meet the Staff” page! Are you more of a visual learner? Go to our YouTube page to meet the newest members of the team!
The Vision of Pride Plumbing
When starting the business in 2007, Ross knew that he wanted to develop a pricing manual, include a training center, and have the necessary parts readily available for our consumers. The first 6 months was mainly working on strategic concepts, employee retention concepts and marketing.
One of the main complaints that Ross experienced in the field was that the customer did not know what the price was going to be and the plumber themselves did not know what the price of the job was going to be, and it left people agitated and disappointed. Therefore, when Ross began this journey, he envisioned a price book with specifics regarding how to price out small repair and replacement jobs all the way to how to price the more involved time consuming jobs. You will always know the price of the job before we start. We have a state of the art system where our technicians will walk you through the job on their iPad, showing you exactly what we need to do, how we need to do it, and what the cost will be. Learn more about us here!
Another problem Ross experienced was that the plumber would have to visit the supply house multiple times to get parts, which would take time away from the job. Ross wanted to find a way to have all parts, big and small, available on the spot. Rather than buying the traditional pickup truck, he invested in a much larger vehicle and spent over a month creating shelving to strategically fit all of the parts on the truck. We are so confident that we can complete your job the same day it’s scheduled that we have a same-day $50 guarantee. Learn about all of the promises and guarantees we hold true to ourselves here! Do you want to hear from Ross himself about the guarantee? Check out the “Our Guarantee to You” YouTube video.
Conclusion
At Pride Plumbing Services, Inc., we truly care about our employees and we want the best for them, so we can do the best for you. Although Ross had the vision of Pride Plumbing of Rochester, he mentioned that he is just one person, and none of this would have been possible without his team. We have a strong foundation and we are dedicated to providing exceptional plumbing service along with exceptional customer service.
“I called Pride Plumbing when the sewer drain was overflowing. I indicated it was an issue and they were able to come out the same day. Their technicians were very professional, courteous, and knowledgeable. I asked what they recommended as services as they offered both a video-aided plumbing snake solution, and a traditional plumbing snake solution. There was no up-selling involved in the process. The plumber explained what benefits come from each service, and how each would be performed. Moreover, after the sewer drain was fixed, I asked a number of questions on recommendations for future prevention and how I could capitalize on the warranty offered by Pride Plumbing from the service. The technician was extremely patient and answered all of my questions. Before departing, they ensured I was satisfied and gave me the receipt to ensure the warranty would be upheld. I would recommend Pride Plumbing as they understand customer service, but more importantly, are honest people trying to do their best with their customers.” - Luke, Irondequoit
Are you curious what others have to say about Pride Plumbing Services, Inc.? Visit our reviews page and see for yourself!
If you have any plumbing needs and want help from professional plumbers, fill out our online form or give us a call at 585-271-7150. We look forward to hearing from you!
