By Denise M. Roberts
The home-based business, located approximately 20 miles from West Virginia. University in Farmington, provides residential, commercial and industrial sales and service throughout the state and parts of Ohio, Pennsylvania and Maryland. The secret to their success, according to Wright, is how they learned the trade and their commitment to customer service. The company prides itself on providing high-quality products and friendly service and maintains active membership in the National Home Builders Association, the Better Business Bureau and the local Chamber of Commerce.
The majority of Royal’s business is derived from existing homes. Therefore, the business has not been affected by the current housing slump; in fact, sales are up 26.5 percent so far this year. Advertising is focused only where the results are most likely to be positive and TV commercials are produced in-house. Printed materials created by the company include two-sided door hangers that are placed on nearby residences and businesses when service calls are made and placemats distributed to local restaurants. “Never be motivated by fear no matter what the economy says,” Wright declared.
Customers find it becomes a personal relationship when they do business with Royal Water. “People are not a bottom line, or a sale. to us. They often become close friends and are like family. They appreciate that we go the extra mile and we are willing to do what others won’t,” Wright noted. It’s an old-fashioned way of doing business, something not often seen anymore. “Sometimes people just need help getting better water quality and we work hard to make that happen because we care. We don’t use gimmicks, there’s no fine print to read and we guarantee what we sell. Our mission statement isn’t just what we say, it’s what we do.”
The company has chosen chemical-free options for iron, sulfur and bacteria removal for about 15 years. Wright says customers love this technology and are surprised that dealers are still using chemicals. A newer problem in the area is with gas well drilling. This resulted in a new offering: methane removal through aeration followed by filtration.
Royal has addressed this issue many times before. They decided to install a tankless repressurization system and a BB polyester filter, followed by a system for chlorine reduction and softening. The family was very grateful to have decent water pressure and good quality water. It was apparent right away when the ladies washed their hair the first time. The lack of chlorine fumes was also noticeable. It was a tearful day when Royal Water team met the family face-to-face and saw what a blessing they had shared. “This is what its all about,” Wright said as they drove away. “Holly and I feel that God has placed us in this position for a reason. It’s a blessing and a privilege to work in the water industry and to give back to the community.” Their next major endeavor involves installing scale prevention in a green-spec house that uses city water. That project will be accomplished in conjunction with the local Home Builders Association.
“We would like to take this opportunity to thank our vendors (who have gone above and beyond in their support of our business and vision) for the outstanding quality of their products,” Wright offered. “They have believed in us and are pivotal to our success. It’s easy to maintain a high level of customer satisfaction because of the great support we receive from our manufacturers and suppliers.”
Wright feels confident about the future of the company and the industry. We’ve moved beyond our starting point, but are not yet where we want to be.”