PHAM NEWS | SEPTEMBER 2025 18 Business Matters


Why a happy workforce leads to happy customers


There’s a defi nite link between staff morale and the delivery of a quality plumbing service. Glasgow-based plumbing and heating engineer Calvin Bannan off ers advice on what more employers can do to help create a company culture that results in loyal and happy customers.


I


n the world of plumbing and heating, we spend a lot of time talking about the technical side – boilers, pipework,


heating controls – but there’s another crucial system that keeps the industry running. Behind every job is a skilled


professional whose expertise, attitude and care shape the customer’s experience. Yet, just as we face rising customer expectations and more complex workloads, the industry is also grappling with a growing challenge – there’s not enough of those skilled people to go around. The UK faces a signifi cant


shortage of skilled tradespeople, with an estimated 217,000 vacancies across various sectors, including plumbing and heating. This shortfall is projected to increase as demand for skilled workers continues to rise. According to the UK Trade Skills Index, over 70,000 new engineers will be needed by 2032 just to keep up with demand. That shortfall has serious


consequences. With fewer hands on deck, existing teams are under increasing pressure, leading to longer response times, rising stress levels, and a greater risk of burnout. And the talent pipeline isn’t recovering fast enough. Apprenticeship uptake remains low, and the trade continues to face diffi culties attracting young people – particularly women, who currently make up just 2% of the UK’s tradespeople.


Raising morale At a time when skilled labour shortages, rising customer expectations and increasing workloads are stretching plumbing businesses thin, one factor is proving more important than ever – employee morale. And not


just for internal culture or retention, but for the quality of service we deliver in people’s homes. Whether it’s a routine


call-out or a full heating installation, the person walking through the customer’s front door holds the power to shape their entire experience. Their attitude, attention to detail, and communication all play a huge role in whether that customer feels reassured, or frustrated. In my experience, a


Calvin Bannan Founder and director of CB Services Group


happy, well-supported team member is far more likely to deliver service with pride, patience and professionalism. Conversely, if someone’s burnt out, underappreciated, or constantly stressed, it eventually shows, not just in the work itself, but in how they interact with customers.


By investing in our people, we’re not just improving team performance, we’re creating better customer experiences, stronger


reputations and ultimately more successful businesses


People business It’s a simple equation: positive morale equals better outcomes. Plumbing and heating may


be a technical trade, but it’s still a people business. Every job is a human interaction, with the client, with other trades, with suppliers, and within the team. The diff erence in output


between a supported, respected employee and one who feels like a cog in the machine is massive. Happy employees are more likely to: • Go the extra mile to


problem-solve • Communicate clearly with


clients (especially in stressful situations) • Represent your business


professionally • Spot and fl ag safety or


effi ciency issues proactively • Stay with the business


long-term. The truth is, a customer


often doesn’t know whether the pipework behind the wall is perfect, but they do remember


how they felt during and after the job. Was the engineer respectful? Was their home left tidy? Did they feel heard? That level of care stems from how well we care for our teams.


Small steps, big diff erence Boosting morale doesn’t mean fl ashy perks or unrealistic promises. More often, it’s about listening, communicating and creating an environment where people feel part of something, not just working for it. We often talk about pride in


the trade and rightly so, but pride has to be nurtured. If someone is constantly rushed, blamed or overlooked, that pride turns into apathy or frustration. Some of the most eff ective


morale-boosting steps I’ve seen in plumbing businesses include: • Recognition – a simple


“good job” or a shoutout in a team meeting goes a long way. • Training and progression


– investing in your team’s development shows you value their future • Realistic scheduling –


avoiding burnout means managing workloads so engineers can do a job properly, not just quickly • Two-way feedback – creating a culture where people can speak up without fear leads to better processes and fewer mistakes • Fair pay and conditions –


respecting the physical and mental toll of the trade with fair compensation builds loyalty and trust.


Building trust Customers want more than just a functional system, they want to feel that they’re in safe hands. And that trust starts with how we build, treat, and support our teams.


I’ve seen fi rst-hand how a


culture of appreciation and development can elevate an entire business. Engineers take more ownership of their work. Customers notice the diff erence. And in a time where online reviews and word-of-mouth drive growth, the link between morale and commercial success couldn’t be clearer. It’s also worth saying:


mental health in the trades matters. Too often, problems like stress, anxiety or burnout are hidden beneath a layer of “just get on with it.” But a culture that encourages wellbeing, breaks the stigma, and supports each other isn’t just good ethics, it’s good business. Plumbing and heating


engineers often enter homes at moments of high stress, broken boilers, water leaks, freezing radiators. The way they carry themselves in those moments matters. By investing in our people, we’re not just improving team performance, we’re creating better customer experiences, stronger reputations, and ultimately, more successful businesses. Because in the end, it’s


simple – happy employees create happier homes.


About the author Calvin Bannan is the founder and director of CB Services Group, a fast-growing Glasgow- based company specialising in radiators, heating, plumbing, and drainage for both residential and commercial clients. A fully qualifi ed and Gas Safe heating and plumbing engineer, Calvin launched CB Plumbing & Heating Services in 2022. The company began as a one man operation but currently operates with a team of seven and is on course to treble its turnover in just three years.


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