Treat People Like the True Asset That They Are: Interview with Mark Collins, CEO of 1-800-Plumber

I recently went one-on-one with Mark Collins, CEO of 1-800-Plumber.

Adam: Thanks again for taking the time to share your advice. First things first, though, I am sure readers would love to learn more about you. How did you get here? What experiences, failures, setbacks, or challenges have been most instrumental to your growth?

Mark: My journey to becoming CEO of 1-800-Plumber +Air could be traced back to 1905. My great-great grandfather started his own plumbing company in Houston in 1905 and I’m proud to stand as a 5th generation plumber within my family. I had the opportunity to grow up in my father’s plumbing business which taught me alot. In 2015 I was able to buy the 1-800-Plumber brand and then set out on the path of building something special. I attempted to launch the brand in 2017 when I was hit with 2 significant challenges that almost broke me from the start. In June 2017, I unexpectedly lost my father, who was my best friend, mentor, and business partner. 3 Months later Houston was hit by Hurricane Harvey with devastating flooding where many lost almost everything. These challenges fueled my drive even more to do whatever it takes to be successful. Quitting wasn’t an option. We successfully launched the 1-800-Plumber +Air brand in 2018 and have landed on Entrepreneur Magazine’s Top 500 Franchise list for the past 2 years. 

Adam: In your experience, what are the key steps to growing and scaling your business?

Mark: Growth and scaling comes through replication. It starts with executing at a high-level with a product or service, then being able to replicate those results over and over again through the people on your team. This starts with strong systems that create visibility, expectations, and boundaries for your team members that is followed up with intentional training on the processes within these systems. In our business, we spend a significant amount of time training and holding our team accountable for their results. 

Adam: What do you believe are the defining qualities of an effective leader?

Mark: An effective leader is an individual who others will willingly follow towards a specific destination or outcome. In order for this to happen, a leader must first be clear on the destination or outcome. The leader needs to be able to establish the vision for the organization. Next, they need to be able to articulate this well to others that creates energy and excitement for others to follow. Then they need to support their team to effectively move towards this destination. Effective leaders often serve the needs of their team to allow their team to perform at their highest level. 

Adam: How can leaders and aspiring leaders take their leadership skills to the next level?

Mark: To grow as a leader, one must be willing to put them in positions that are uncomfortable to help them grow. All of my biggest moments of growth have come when I was willing to be uncomfortable. I also think humility is another key part of growing and becoming better. One must always realize that no matter how far they have come or what success they have had, there is always more to learn. 

Adam: What are your best tips applicable to entrepreneurs, executives, and civic leaders?

Mark: My biggest tip to anyone starting out on a new journey is to not give up. I see so often that many new business owners or leaders will quit too soon in the journey. When the road gets difficult or the results aren’t what one expected, they quit or give up. Success isn’t built in a day, or in a year in many instances. Success is a hard, difficult road and if you want to accomplish something of significance, you must be willing to grind through the tough times and don’t quit!

Adam: What is your best advice on building, leading, and managing teams?

Mark: Treat people like the true asset that they are to you and your organization. Success requires people and we need to do everything we can to put them in a position to be successful. Learn how to communicate and learn how to listen. Also, stay true to your word and follow through. 

Adam: What is the single best piece of advice you have ever received?

Mark: Life’s not about the destination but about the journey so enjoy the ride.


Adam Mendler is an entrepreneur, writer, speaker, educator, and nationally recognized authority on leadership. Adam is the creator and host of the business and leadership podcast Thirty Minute Mentors, where he goes one-on-one with America's most successful people - Fortune 500 CEOs, founders of household name companies, Hall of Fame and Olympic gold medal-winning athletes, political and military leaders - for intimate half-hour conversations each week. A top leadership speaker, Adam draws upon his insights building and leading businesses and interviewing hundreds of America's top leaders as a top keynote speaker to businesses, universities, and non-profit organizations. Adam has written extensively on leadership and related topics, having authored over 70 articles published in major media outlets including Forbes, Inc. and HuffPost, and has conducted more than 500 one on one interviews with America’s top leaders through his collective media projects. Adam teaches graduate-level courses on leadership at UCLA and is an advisor to numerous companies and leaders. A Los Angeles native, Adam is a lifelong Angels fan and an avid backgammon player.

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