What began as a one-man operation in a station wagon has grown into a dynamic, forward-thinking company. Four decades later, Allen’s Plumbing operates across Maui and Oahu, with a team that exceeds 50 employees, including seasoned managers who have been with the company for decades. TECHNICIAN NO. 99 The evolution of Allen’s Plumbing is steady and determined, grounded in a simple premise that consistent service builds trust. “In the early years, it was just me, myself, and I,” Allen recalls. “We grow to one employee, then two, then three. I don’t think I’ll be getting that big, so I’ve given myself the designation of Technician Number 99. I figure that will solve the problem of running out of numbers. Today, there are over 300 technicians, and I am still number 99.” Allen’s Plumbing now runs a structured organization with general managers and plumbing managers at each location, supported by transparent processes that keep the field and the office in sync. “We run a drain division and a service division, and we also have project crews,” he says.“Everyday work for us is essential—faucets, toilets, broken pipes, water heaters, stoppages. But we also take on projects, which for us means anything that takes more than a day. We just wrapped up a three-month project and will start a two-month one next week.” The project crews step in for larger rehabilitations and replacements, while the core service teams stay focused on urgent calls and preventive work, ensuring that both routine and complex needs receive the proper attention. The company’s reputation for reliability and efficiency grows alongside its infrastructure.A centralized call center on Maui manages communications for both islands, with a call center manager who coordinates schedules, dispatch, and customer follow-up.This hub is supported by modern field software, tablets, and redundant systems that safeguard operations across locations. The result is consistent service quality, faster response times, and a seamless customer experience from the first call to the final sign-off. FAIRNESS OVER HIERARCHY When asked about the culture at Allen’s Plumbing, 193 BUSINESS VIEW MAGAZINE VOLUME 12, ISSUE 10 ALLEN’S PLUMBING
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