Business Spotlight: After Hours Plumbing, Heating and Air

Rick Gilmore, owner of After Hours Plumbing, Heating and Air, and his assistant Byron Hill usually command quite a bit of attention when they take the company's service truck out on a call.

That's because their co-worker Jojo often waves at people in nearby cars or sticks his tongue out at them.

Jojo, a 30-pound ape, often accompanies Gilmore and Hill on service calls to customers' homes. The mischievous gray-armed ape from the Indonesian Islands has helped Gilmore draw attention to his business, which provides 24-hour plumbing, heating and air conditioning service.

Gilmore got into the trade when he was just 19 after he accepted a job as a plumber's assistant for a company in Ozark. He later went on to found All Service Plumbing, Heating and Cooling in Springfield, which he and his former wife owned for 26 years.

In addition, he owned Pet-in-Zoo-4-U, a traveling petting zoo, and an exotic animal bed and breakfast for several years. During this period, he acquired a wide variety of exotic animals, including Jojo.

Gilmore and his former wife sold all three companies when they divorced in 1999. All of the exotic animals were sold, except for Jojo.

"I couldn't find anyone who wanted to buy him, so I decided to keep him," said Gilmore. "He's like a little kid in a lot of ways. Sometimes I'll have to go wake him up in the morning because he doesn't want to get out of bed."

Evolution

After All Service Plumbing, Heating and Cooling was sold, Gilmore immediately founded his own business. Starting over, however, proved to be a challenge.

When All Service Plumbing, Heating and Cooling was sold, Gilmore agreed not to solicit any of his former customers for three years.

Still, he found he was able to draw plenty of attention to his business, thanks to Jojo, and Springfieldians soon began talking about the plumber who "keeps some kind of monkey in his truck with him."

The business' service truck serves as a mobile billboard. The side of the truck bears the company's name and phone number, along with a picture of a chimp answering the phone and proclaiming, "When you have a plumbing problem, we don't monkey around!"

Gilmore said he is indeed all business when he makes a house call. Unlike some plumbing, heating and air conditioning contractors, Gilmore doesn't charge by the hour. Instead, he charges a flat rate to perform a particular service, such as replacing a faucet.

Gilmore said he adopted this practice due to his association with Contractors 2000. The association, which is headquartered in White Bear Lake, Minn., comprises plumbing, heating, cooling and electrical contractors who are located throughout the United States.

"I was one of the founding members of Contractors 2000," said Gilmore. "I used to travel all over the United States and visit companies that were doing very well.

We'd look at their profit and loss statements, examine their operations and their service trucks, and from that, we developed some best practices."

Some of these best practices, which Gilmore still follows, include wearing surgical gloves to protect against disease. Another best practice is to carry all possible parts to every job.

"Some people will come in, look at a job and then leave to go get the parts they need," he said. "I have everything I need with me."

Having parts on hand is important because the company offers 24-hour-a-day service. Although the company does many after-hour jobs, Gilmore said the bulk of his work occurs during normal business hours.

"Sometimes, I'll work a 10- or 12-hour day and then get a call that night," he said. "Being open 24 hours a day, seven days a week has made it impossible for me to take any time off or go on vacation. Well, that and Jojo."

Hill, Gilmore's assistant and sole full-time employee, picks up some of the slack for both the work and with Jojo. In fact, Jojo and Hill get along quite well, and Jojo often demonstrates his affection for his human co-worker by hugging him or grooming his hair.

"Some mornings, I can't even drink my coffee when I get in the truck because Jojo is so happy to see me," Hill said.

Kindred companion

Although Jojo accompanies the two on house calls, he stays inside the truck. Most customers, however, usually venture out to take a look at him. Occasionally, the mischievous ape will roll down the windows when it's raining, and Gilmore and Hill will return to find their seats covered with water.

While Gilmore might consider expanding in the future, he said he's content to keep things small, simple and manageable for the time being.

"Back when I had All Service, I had as many as 42 employees and ran 15 or 16 trucks," said Gilmore. "There's something to be said for downsizing. I enjoy being out and not being stuck in an office. I answer my own phone. I get to meet my customers, and I do my own work, which has helped keep me fit. I'm pretty happy with the way things are."