Interview with Roger Goertz, President of Mr. Rooter Plumbing - Kingwood

As part of our ongoing "Getting to Know Your Local Businesses" series, this week we sat down with Roger Goertz, President of Mr. Rooter Plumbing.

Tell us a bit about your business:  What does your business offer, and how long have you been around?

Mr. Rooter Plumbing is family owned and operated, and proud to be your local hometown plumber since 1991 with fast and friendly service.  A comprehensive suite of residential and commercial plumbing services are offered which include, but are not limited to, water softeners, whole house water filtration systems, gas lines, water heaters, plumbing fixtures, garbage disposals, toilets and more.  Our team of Master Plumbers, Tradesmen, Journeymen, Drain Specialists and Apprentices are committed to providing customers with exceptional service, cost-effective solutions and best warranties in the industry. 

How did you decide to get involved in this line of work? How did the business get started?

After serving as President of five companies, I left corporate because I wanted to "make a difference" in an industry that needed focus on "exceeding customer expectations while providing quality service".  As a result, we acquired an existing plumbing business in the community where we live and play.

Tell us a couple things you are proud of about your business. What are you known for? What separates you from the competition?

Mr. Rooter is known for our business philosophy of conveying a more empathetic approach towards our customers.  We not only want to be the plumber who walks in to fix a problem, but to better relate as professional technicians, explain available solutions and treat our customers with a greater level of respect.  Our management team encourages our technicians to ask exploratory questions so they can diagnose and resolve problems in a timely manner for our customers.  This philosophy has resonated throughout our community and yielded a 67% repeat customer base, which is outstanding in the plumbing industry.  In addition, we are humbled to be known as the plumbing company that educates our customers.  Our perspective is that knowledge is power.  When our technicians empower each customer with knowledge about their plumbing problem, then the customer can make an informed decision for their home or business.  The customer also has a more solid sense of being part of the solution.  Lastly, Mr Rooter is well known in the community for our corporate social responsibility.  This is demonstrated through our long history of supporting our local community with volunteer hours, serving in leadership positions and monetary donations through various organizations

What is your favorite part of running this business?

Our favorite part of running Mr. Rooter Plumbing is seeing how "new" customers react to "exceeding their expectations" while building a loyal base of customers that we feel are part of our family.

Who is your ideal customer/client? Who do you serve best?

Our "ideal customer" is one who is interested in protecting their home and its contents by proactively making sure their plumbing system is working properly through our "annual" Whole House Plumbing Checkup!

Can you tell us something about yourself as the business owner? What is your background?

Roger and Natalie both have servant hearts and always thrive on doing good for others!  Roger's business background started in the restaurant industry where he served 27 years in various management and executive capacities.  He then went on to grow his career by serving as President of five companies in different industries coast to coast, each of which focused on providing needed services for homeowners.  Through his years of service, Roger realized the experience could extend itself into a business "family self-owned".

Natalie's business background started in oil and gas, then transitioned into the corporate and public fund banking industry where she served as an Assistant Vice President and Treasury Management Officer.  Known for her excellent customer service, Natalie joined Roger at Mr Rooter in 2014 to manage the marketing, business development, vendor management, contract negotiations and Dispatch department.

Are there any special promotions, annual sales, or special events that you'd like to mention?

Periodically, we do run special promotions that, prior to advertising to the general public, we make sure our "members and loyal customers" are notified in advance.  Along with giving "special pricing" on some of our services and products, we are also heavily involved with local community promotions for the Arthritis Foundation, Senior Citizen "blanket" drives, human and pet food drives especially during the holidays, boxer rescue as well as mentoring at risk kids in our local schools.

Is there any other information you'd like your potential customers/clients to know about your business?

Mr. Rooter Plumbing stands among the strongest plumbing companies in our community.  Mr. Rooter's success is illustrated by earning Rookie of the Year Award in 2005, Personal Achievement Awards in 2006, 2007, 2009 and 2011.  Top Gun Awards in 2006, 2007, 2008, 2010, 2011, 2012, 2013, 2014 and 2015, which is given to top 10% franchise operations nationally, including Canada.  In addition, the Pioneer Award was earned, of which only five have been awarded in the last 29 years.  Lastly, Mr. Rooter won 1st place in the Woodlands Online "Best Of" 2015, 2016 and 2017 as well as winner of Living Magazine's "Reader's Choice Award" 2015, 2016 and 2017. 

How do you see your business growing and improving over the next couple of years?   

Located within a growing community along with our focus on "exceeding customer expectations", we believe our growth will be promising as well as manageable.

For more information about Mr. Rooter Plumbing, visit www.MrRooter.com/Houston