Herald Photo / Provided
NEW OPPORTUNITY  — The staff of 2nd Shift Sewer and Plumbing is putting customer needs at the forefront of the business.
Herald Photo / Provided NEW OPPORTUNITY — The staff of 2nd Shift Sewer and Plumbing is putting customer needs at the forefront of the business.
2nd Shift Sewer and Plumbing opened its doors seven years ago, catering to customers in the afternoon and evenings. Five years ago, business was big enough to run the business fulltime, so owners Terry and Kim Camden focused their efforts into building a brand that was grounded in honesty and quality.

“My husband knew, being in the industry for 20 plus years, what was lacking in the industry,” Kim said. “Customer service. The best advertisement we’ve had is word of mouth. For every satisfied customer, we get more customers. I think it’s because we do a good job.”

Workers are available 24 hours a day, and they stay busy. Busy enough that just over a year ago, Terry and Kim began the process to franchise their business so others can learn their model and open their own branch of 2nd Shift Sewer and Plumbing.

“We have a great slogan, ‘Call someone who gives a shift,’ but that wasn’t enough to franchise,” Kim said. “What makes us different and unique is the no emergency service fees and customer convenience. If you work all day and you don’t want to take the day off for a plumber and have us come out at 6 p.m., we’ll be out there at 6 p.m. And it’s no more money.”

Franchising is a legal process that a company undergoes in order to secure a brand and make it available for others to purchase, further spreading the aspects of that company across a state or the nation.

“Indiana is one of the hardest, and it used to be the hardest to get franchised. Now the legal process is done, and we are able to franchise our business. It’s time to sell our business and have people buy our brand and do things the way we do and put customer service first and no emergency service fees,” Kim said. “I want billboards across the country that say, ‘Call someone who gives a shift.’ Our first target market is Indianapolis so we can give them support.”

Kim said the business has grown on luck and lots of hard work. Terry and Kim said it has been a sacrifice to reach this point, but they are eagerly looking to the future and seeing what lies beyond Howard County.

“It’s important to recognize the sacrifice to the family. There has been a lot of blood, sweat, and tears to get here. Lots of sacrifice and no family vacations,” she said. “We mostly serve Howard County. We get out with a small travel fee, but our business in Howard County keeps us close to home. “

Kim also said that her and Terry’s goal is to grow the business and eventually turn it into a profit-share where the employees would benefit from the growth. She said their staff is part of the reason they’ve had success to this point.

“We want to thank the people who have helped us get here,” said Kim. “We’re only as strong as our weakest employee. 

Terry noted that plumbing doesn’t have a time frame, so that is why they developed their business where neither do they. 

“We’re there when you need us,” Terry said. “I tell my service technicians, it’s always been about customer service. When I leave the wife at home it’s to go help someone in need. We strive to provide excellent service when people need it most. That’s all it is.”

The couple feels that focusing on the needs of their clients is one of their greatest assets.

“We don’t want to take advantage of people just because they’re in a bad situation. It’s those little things,” Kim said.

Additionally, the warranties given by the company help strengthen their stance of backing everything they do. 

“We want to make sure our guys do it right and that we have happy customers” Kim said. “A lot of companies don’t warranty their stuff but we stand behind what we do.“