And So It Flows: Guide, Don't Sell

Retention: The Best Exit Strategy

Reins, joined Kristen Bayles for And So It Flows to discuss how employee retention, leadership development and incentive planning can affect the long-term value of a plumbing business. Reins works with independent business owners, particularly in the trades, to create alternative equity arrangements that help retain key employees and align them with the company’s goals.

And So It Flows: Heat Pump Water Heaters in Real Life

On this episode of And So It Flows, Kristen Bayles sat down with Gregg Holladay, business development manager for specialty markets at Bradford White, to discuss the growing role heat pump water heaters are expected to play in the residential plumbing market and why contractors need to start preparing now.

And So It Flows: How AI and Gen Z Are Transforming the Trades

In this episode of And So It Flows, Kristen sits down with Roland Ligtenberg, co-founder of Housecall Pro, to explore how technology, AI and shifting workforce dynamics are reshaping the skilled trades. Roland shares insights on the growing appeal of trade careers —especially among Gen Z! — as economic uncertainty and automation reshape traditional white-collar paths.

And So It Flows: Guide, Don't Sell

Upselling is often seen as a bad word in this business, and even the antithesis of why many people joined the trades. Editor Kristen Bayles spoke with Blake Turner, master trainer at Nexstar, to discuss the misconceptions surrounding "upselling," and how through a few simple steps — focusing on communication, presenting options, and helping customers make informed decisions — contractors can improve both the customer experience and their business outcomes, without ever feeling like a salesperson.

The cost of missed calls

As spring approaches, plumbing contractors across the country are preparing for one of their busiest seasons of the year. In this episode of And So It Flows, Kristen Bayles spoke with Jane Blanchard, head of brand and marketing at Service Forge, about a challenge many contractors underestimate: the true cost of missed calls.