One of the calls I'll never forget didn't involve a broken boiler, a leaking pipe, or a clogged drain. It started with a call from the Holden Senior Center.
They told me about an elderly gentleman in town who had lost water to his home and didn't have the money to deal with the problem. So I went over to take a look. What I found wasn't good.
The water service line from the street had frozen underground. To make matters worse, that same line also supplied a small home behind his where an elderly woman lived. Both homes were without water.
After assessing the situation, I came to a difficult conclusion. There wasn't a plumbing repair that could solve the problem.
The line was frozen underground. The ground itself was frozen solid. There was no valve to replace, no pipe to repair, and no quick fix that would magically get the water flowing again.
As contractors, we're used to solving problems. People call us because something isn't working, and our job is usually to find a solution. But every once in a while, you run into a situation where there isn't one. At least not right away.
The woman who lived in the home behind him made arrangements to stay at a hotel until the situation could be resolved. The gentleman stayed behind.
As I thought about it, I realized he wasn't worried about plumbing. He was worried about getting through the next few days.
How would he flush the toilet? How would he manage without water? So we did what we could.
We went out and bought six 2½-gallon jugs of water and brought them back to him. It wasn't a repair. It wasn't a service call. It wasn't something we could put on an invoice. It was simply the right thing to do.
Over the years, I've learned that there are times when you don't charge someone. Not because the work doesn't have value. Not because your team, your trucks, and your time don't cost money.
But because every once in a while, you come across a situation where helping someone matters more than sending an invoice.
Those moments don't happen every day, and they shouldn't. Businesses need to be profitable to support their employees, serve their customers, and continue operating.
But I believe there is still room in business for compassion. There is still room to help someone simply because they need it.
That winter day wasn't about plumbing. It was about making sure an elderly man had enough water to get through the next few days.
And sometimes that's reason enough.
Over the years, I've learned that the work we do isn't really about pipes, boilers, water heaters, or drains.
Those are simply the tools of our trade. What we're really doing is helping people.
Sometimes that means restoring heat in the middle of winter. Sometimes it means getting hot water back for a family. And sometimes it means showing up with six water jugs when there isn't a plumbing solution available.
That day reminded me of something important. Not every problem can be fixed with a pipe wrench. But that doesn't mean you stop looking for a way to help.
At Bottis Plumbing & Heating, we often talk about the values that guide our company:
Hands that solve problems.
A heart that serves others.
Integrity that never wavers.
On that day, our hands couldn't solve the plumbing problem. But our hearts could still serve.
And sometimes that's enough to make a difference. It's a lesson I'll never forget.
