3 5 excellence

By: Nicholas McDiarmid publisher Honesty, integrity and trust. Three very important values that no company can do without. Burgess and Partners Plumbing Services is one of the most recognisable plumbing companies servicing Gauteng today and this year celebrate 35 years of plumbing excellence. Founded in 1978, first as Chris Burgess and Company, the companys excellent reputation across residential, commercial and industrial customers bears testimony to its active commitment to providing quality, value and great service. IN THE BEGINNING Chris Burgess, CEO of Burgess and Partners, began his long career in plumbing as an apprentice working at the Carlton Centre in Johannesburgs CBD. Starting out in 1971, Burgess remembers his days as an apprentice as both intensive and highly rewarding. Concluding his training in 1976, Burgess spent a year travelling across Europe and the United States of America, and returned to South Africa in 1978. Armed with his qualifications and experience, Burgesss entrepreneurial spirit compelled him to open his own plumbing business, despite a serious

YEARS OF PLUMBING
lack of funds. Working from his parents garage, he brought a friend on board who happened to own a truck and with little else but determination and grit, Burgess and Co had a truly humble beginning. GOOD COMPANY For over a decade, Burgess and Company developed a sterling reputation and continued to grow. This reputation didnt just bring in a stable and satisfied client base, it also attracted top tier staff in various categories, allowing the company to broaden its activities and geographic footprint. The companys main focus was plumbing contracting, specialising in housing, developments, office blocks and new factories. NEW HORIZONS In 1992 Burgess introduced a name change and shifted the companys focus to the more specialised service industry, though still incorporating contracting. Reflecting his vision, Burgess and Partners Plumbing Services sought to grow the business by using the strengths of its employees. Using his insight, experience and leadership,

BURGESS AND PARTNERS

June 2013 Volume 19 I Number 4

www.plumbingafrica.co.za

Anniversary

03 57

Plumbing Plumbing Africa Africa

Burgess has formed key partnerships, enabling the company to provide a rapid response, 24 hours a day. Each relationship is uniquely structured based on each person's area of expertise and personality. Burgess and Partners head office is based in Edenvale, with all partners working from home or local plumbing suppliers, sharing a commitment to the values and service standards of the company. PEOPLE, PRINCIPLES AND PASSION Burgess and Partners has more than 180 years of shared management level experience and skills, with specialised teams positioned to take on almost any challenge. As a full service company, the coordination of teams and skills is a highly specialised function, and reflects a level of institutional competencies that can neither be taught, nor bought but rather are earned over time.

Burgess and Partners has a well-deserved reputation for integrity, and within the plumbing industry itself, is highly regarded for improving the reputation of plumbing as a whole. Chris Burgess is passionate about training and standards and frequently takes time out to share the knowledge and experience gained as CEO of Burgess and Partners, passing on valuable business principles and ethics. CELEBRATING THE FUTURE As a company that looks forward with a commitment to ongoing innovation, Burgess and Partners is grateful to be celebrating 35 years in the industry with all its stakeholders. Having built so much of its success on partnerships, Burgess and Partners knows its true value lies in the people who continue to champion the companys principles. THE TEAM - CRAIG PRESTON: "Born in Joburg 1969 and grew up in the Edenvale area, attended school at Edenglen High. After school, I completed my N1 and N2 over a year at Joburg Technical college and then the army called me up as a Sapper, performing duties from water purification, bridge building, mine sweeping, demolitions etc., on the Mozambique border. Towards the end of my military service my dad got me an interview with Chris and in January 1989 I started with Burgess Plumbing," says Preston. Burgess sent Preston to the Building Industry Federation of SA (Bifsa) for training, but it took four years before I was fit and ready to write the trade test. The syllabus was then and still remains anachronistic. I learnt more through popping into a van with one of Burgess plumbers.

BURGESS AND PARTNERS GOALS:

To ensure total customer satisfaction in both technical and service areas To continually review and improve our service with the aim of widening our clientele base ensuring client loyalty and increase market share To ensure that our fees are comparable with the service we provide To maintain a business renowned for its innovative and passionate approach to customer satisfaction To encourage growth, loyalty and commitment with all our employees.

Continued overleaf 59 >>

www.plumbingafrica.co.za

June 2013 Volume 19 I Number 4

Anniversary

59 03

<< Continued from page 57

The talent pool nowadays is tiny, Preston says. We bring in totally untrained guys and drop them in the deep end. Their training is sharing our collective knowledge and lots of dialogue. Communication is vital as is passion, says Preston. We agree to disagree. Together we make better decisions. We have our different strengths and opinions, but it is always all for one, and one for all. One way I think of our style of communication is actually as overcommunication. We work with such a broad array of people from different cultures and languages, we sustain our messages over time. I think, regardless of the type of business, a large part of ensuring your staff have the right ideas, ethics, protocols, systems of understanding is repetition, clarification, reflection, questioning and then starting all over again. You build this kind of company one day at a time. Burgess doesnt really have a boss, just responsible people who need to take care of business. Everyone who works here have honesty and integrity. Just this ethos alone has changed my life; I was used to very regimented style, but the focus on values and integrity has really allowed me to soften somewhat. It has allowed me to develop a more humane approach to our staff. I believe in the people I work with. Were a family. Everyone feels wanted. I know I have been blessed in being part of a team of great people and partners that compliment my shortcomings in Chris, Darryl, Jason and the rest of the management team. DARRYL BRAININ Water conservation and the proper use of water is the way of the future and plays a major role in the future of plumbing, says Brainin and he should know: hes been in the plumbing business for 24 years, after leaving the army and started as an apprentice in the family culture of Burgess.

Having people believe and trust in you gives you the tools and motivation to want to achieve excellence. Chris Burgess has been a mentor and role model in my life and his approach to people and business has been a lifelong learning experience for me. Burgess and Partners is one big family with the same vision and a clear goal: we believe in creating a winning atmosphere amongst our plumbers and staff. Our morals values and intergrity have always been the foundation between ourselves, our staff and our clients. We constantly strive to have that 'family' type environment when coming to work. This means that there is someone who cares and is prepared to listen and help. With all our individual qualities as partners, sharing a common vision, the company has been able to emerge as a leader in the plumbing industry and I believe that collectively with the Burgess culture a solution can be found for any challenge, says Brainin. Our staff ethos will stand us in good stead to help us continue our growth. JASON BEYERS A friend led Jason Beyers to Burgess and Partners in 2002. Fresh out of school and armed with some experience in industrial refrigeration and a love of working with his hands, Jason joined his friend at the company as an apprentice. That apprenticeship lasted four years. I qualified through a trade school the trade tests were antiquated then and if I am not mistaken, are antiquated still. The skills I gained working here were far superior to anything I learned at least in my opinion. Most plumbers out there are an island. At Burgess, however, we have each other to brainstorm, share

3 5 years

Plumbing Plumbing Africa Africa

Continued overleaf 60 >>

www.plumbingafrica.co.za

June 2013 Volume 19 I Number 4

<< Continued from page 59

As a company that looks forward with a commitment to ongoing innovation, Burgess and Partners is grateful to be celebrating 35 years in the industry with all its stakeholders.
BURGESS AND PARTNERS:
1 2 3

1. 2. 3.

Chris Burgess, Ceo. Craig Preston, managing director. Darryl Brainin, director.

knowledge and come to decisions collectively from a range of disciplines, says Jason. We form relationships with our clients. The company nurtures its clients. We dont just sell a product; we form long term relationships with our customers because of the staffs strong sense of family. You must be passionate about your job and take time to identify particular talents and strengths all to benefit the company. The result is that it promotes business and personal success. We are always encouraged to question; to suggest new ways. Its all about dialogue. STEPHEN TOBIAS Tobias started his apprenticeship through Burgess Plumbing in 1986 and remembers the early days of his 27 years at the company fondly: The company was still a small business and working with Chris taught me good values and integrity in the business place. The company allowed him to grow within the plumbing industry, empowering him with a wide knowledge of all plumbing applications, whether construction or maintenance. The company continuously works at offering better service and better quality technicians serving our clients as proven with plumbers weve trained, who have now established themselves in the industry and contribute towards the continued growth of plumbing in South Africa. June 2013 Volume 19 I Number 4

Anniversary

61 03

BURGESS AND PARTNERS

1 2 3 4

3 5 years

Plumbing Plumbing Africa Africa

5
1. 2. 3. 4. 5. Jason Beyers, director Belinda White, Financial manager. Mike Atken, external operations manager. Deon Barnard, control centre manager. Steve Tobias, internal operations manager.

BURGESS AND PARTNERS:

Have been a member of IOPSA since inception Chris is currently president of IOPSA Craig currently serves on the IOP-Gauteng executive All directors are PIRB licensed plumbers

Continued overleaf 63 >>

www.plumbingafrica.co.za

June 2013 Volume 19 I Number 4

Anniversary

63 03

<< Continued from page 61

Burgess and Partners is like one big family with everyone from the office staff to plumbers contributing to the success of the company, says Tobias. ROBBIE LETSHOLA: A phone call from a friend in 1989 changed Robbie Letsholas life for ever. Burgess and Partners was working on a project in Kagiso and my friend suggested I look for casual work there. But I had bigger plans: I was 28 and wanted to know everything about plumbing, says Letshola. Burgess gave him the gap but he had to start at the bottom. I paid for my training by making tea and cleaning. Training became more focused on filing; then stocktaking and then Letshola moved behind a desk: When I became more focused on admin, my career changed direction. I documented the days progress and had to keep abreast of everyones input. I was excited. They recognised my abilities but I still made tea, he laughs.

I have been exposed to plumbing on-site and was used to wearing dirty overalls and coming home dirty. Now it felt like opportunity was knocking for a more skilled position; one in which I could work in a formal environment. This appealed to me as did my title as Creditors Clerk. I had to do invoices, compare them with statements, track payment and terms, and know the inventory, figures and installation costs. It was a steep learning curve, but I always asked questions. Going beyond his title as credit controller, Letshola also sells, follows up on creditors, gives quotes and prices. I am independent in terms of what I choose to focus on. I am trusted. I am empowered and I know that my own limitations are the only things holding me back. This is more than just an opportunity; it is what I expect a family to be, says Letshola. The company also keeps growing. That means job creation for the community at large, which is the most important contribution any company can make, socially PA

3 5 years

Plumbing Plumbing Africa Africa