The Hilo-based plumbing company, SMART Plumbing Hawaii, will be celebrating five years in business as of October 15, 2020. They started out with just ONE customer.
The day Gabriel Androyna left the company he previously worked for to venture out on his own came sooner than expected, but he courageously pressed forward with his wife, RosaLei Quinting-Androyna, to run the new local plumbing company they started together. On that day, he serendipitously had his very first customer, Norman Carby, an artist from Orchidland.
Norman was referred to Gabriel the day of, by mutual friends Ana and Jessie of Mountain View, who knew the artist personally. They indicated that Norman had some plumbing gone awry and Gabriel eagerly assisted him to solve it. They were fast friends; forward five years, and their friendship has grown and blossomed.
“We help Norman whenever he needs us and in return he paints his amazing art for my wife. That’s the First Customer Special,” says Koi pond-enthusiast Gabriel. Norman painted a lovely wall canvas of a Koi pond scene, in his magic realism style and is currently working on a seahorse ocean scene for RosaLei’s home office. “Meeting Norman, having him as our first customer, I tell my husband, he was a good omen. Look how we’ve grown since.”
From that one customer, RosaLei and her administrative team and support system services have steered their marketing and networking for the company’s 15% growth rate over five years. Due to the success Gabriel and his team of technicians enjoy by excellently completing plumbing jobs to be done with glowing pride in their work and valued effort; collecting thousands of happy customers served on the East and West sides of Hawaii Island, even while these past five years have been extremely challenging for all here on the Big Island.
The company is not tracking the growth goals like they would have been given the impact of the pandemic but they hold on and will build back up so that the next 5, 10, 20, 30, 40 years from now, they’ll still be solving the Big Island community’s plumbing needs with pride and expertise, one customer at a time.
“We are grateful to our teams who meet the plumbing needs of our customers one on one, be it residential or commercial service, with the highest standards of professionalism and efficient processes, keeping the customer engagement, convenience and service top of the line; traits our loyal customer trust us to deliver. We will always be hiring for THE BEST technicians and administrators who are the keys to our success.” Gabriel says.
Huge supporters of the Hawaii Island Chamber of Commerce, the following Q&A was published in the October 2020 emailed newsletter and will give you insights into who they are and what they represent:
Chamber Member Spotlight: SMART Plumbing Hawaii
Q: Tell us about your company/organization, including history, industry, specialization, years in business,
A: Plumbing. It’s one of the most route essential aspects of our daily lives, but also the one that we take most for granted. Most of us don’t think much about our plumbing systems until they stop working, or we want to renovate. Enter SMART Plumbing Hawaii.
The innovative company was created by a dynamic husband and wife team partnered to balance each other’s strengths. They founded SMART Plumbing Hawaii in October 2015, seeing a need for a modern full-service plumbing company. They went from nothing to something with only their grit and determination to succeed. This month is their 5-year business anniversary! On the business side, RosaLei Quinting-Androyna, a tech savvy entrepreneur and marketer, designed the company logo, website, business systems and operations, and launched the company along with her husband Gabriel Androyna. Gabriel is a fully licensed journeyman and plumbing contractor and a most excellent plumber. He and his technicians take care of all the plumbing jobs in the field, mostly in Hilo and surround, but they do travel across the island when feasible. The office staff of administrators and dispatchers manage the internal daily operations, communications and customer relations. With a good business model and the desire to be of valuable service to the plumbing needs of Hawaii Island, they are set up to bring added value to the community by solving plumbing issues in the best, smartest ways possible. They specialize in Multi-family properties and Single Family Residential plumbing renovations that include re-piping for water, drain waste and venting, and gas projects with a strong plumbing service call center for both commercial and residential service jobs. “We pride ourselves on being the heroes who rescue people from their plumbing nightmares, but we do it smart, as a team, and we do it right. Most people appreciate how we choose to operate by the book, on the up and up, for all aspects of plumbing. And we greatly appreciate them.”
Q: What motivates you and your team to succeed?
A: We work in fundamental first principles; doing right by our clients, helping them handle their plumbing woes legitimately, getting to the root cause of the problem and solving for optimal function, that is what drives us. We hold ourselves to the highest standards, our plumbing technicians provide premium quality work, with an impeccable support team at their backs, striving for excellence. It’s what we do; and we sleep well at night knowing our customers are happy and taken care of.
Q: What makes your company unique?
A: We employ technology that holds us accountable to our community. From local, industry first online scheduling, digital invoicing, and mobile payments, these systems make doing business with us smarter, easier, and with less friction. It is safe, modern convenience with no guesswork, totally transparent with complete communication. We document every job before and after and report the current state we find the plumbing in and give recommendations to bring plumbing systems up to optimal condition. We create and utilize ingenuity such as our ‘Plumbing Urgency Matrix’ to put jobs to be done in order of urgency, and our ‘Plumbification Mode’ which takes customers’ mysterious plumbing issues through our technician’s Plumbing X-Point Inspections so that we cover all plumbing needs to secure liability and give our clients peace of mind. We solve the problems.
Q: Why and when did you join the HICC? For instance: networking, business resources/support,
A: At the heart of every Chamber of Commerce are the active, informed and highly involved members, the successful influencers, the action oriented folks who care deeply about their community, and we knew that’s where we wanted to be from the beginning. We knew these are the people we needed to associate with to build the best, most meaningful relationships with! We love our Hawaii Island Chamber of Commerce and the people in this network and we will always be proud supporters of our Chamber, its membership, and our community at large.
Q: What are some interesting facts about your company most people don’t know?
A: We secured our company domain www.plumbinghawaii.com before officially naming the company “SMART” Plumbing Hawaii and actually went through several iterations for the name such as ‘Akamai’ and ‘Intelligent’, etc… but SMART fit our paradigm and sounded best so we registered it and it’s working great for our brand. From the get-go we set up a phone system with an 888.393.9296 toll free number because we figured we’d capture newcomer residents to the island with out-of-state numbers, being a new business ourselves. But what ended up happening with our marketing efforts is people were dialing the 808 number subconsciously, which belonged to another local business and were asking for SMART Plumbing Hawaii. So much so that the other business had to abandon the number, and once we found out it was no longer in service, we jumped on it to try and get it, but the number had ended up being reissued to an Oahu business. We tracked it down, explained the situation and were finally able to secure the local 808.393.9296 number by trading a new number we bought with them. It was quite the business adventure! We later registered www.smartplumbinghawaii.com upon which we are currently building a shopping experience where our clients can find fixture replacement packages, such as faucet and toilets, with materials and labor ready deals. Upon purchasing online, it will lead clients to an intuitive scheduling experience to get the job on the calendar at their convenience. Additionally, we’ll be incorporating a live chat feature and full client dashboards for further transparency and for linking all relevant information in one place!
Q: Do you have any advice for new business owners?
A: We’re in a global pandemic right now that is putting a heavy burden on everyone, and if you’re intrepid enough to start a business in this climate, congratulations! Businesses go through highs and lows naturally in the course of building the business and gaining footholds, -entrants especially, if the competition is up, we’d advise hold tight and prepare for the ups and downs, because they will come. When you’re up, see where you can viably grow, when you’re down, see where you need to viably adjust, but never at the expense of your ultimate service to the community. Always hedge what you do best against the tides of business flow, and you should be able to survive. Hire and keep GOOD PEOPLE on your teams. If you crash and burn, remember the Phoenix, -we can rise even from ashes, and it is never to late to start something new again!