Exploring Life & Business with Audrey Monell of Forrest Anderson Plumbing and Air Conditioning

Today we’d like to introduce you to Audrey Monell. 

Hi Audrey, can you start by introducing yourself? We’d love to learn more about how you got to where you are today?
My grandparents started Forrest Anderson Plumbing and Air Conditioning (Forrest Anderson) in 1961 after they moved to Phoenix, so I have grown up in the plumbing and HVAC industry. I started working in the family business as a child where I helped around with small tasks such as filing papers and taking out the trash. When I turned 16, I got to ride along with our technicians and learn what they do. I could never ask someone to do something that I wouldn’t be willing to do, so it was a great experience to learn what happens in the field. 

I earned a rodeo and academic scholarship to Texas Tech University. Riding has always been a passion of mine and I loved every second of it, but I returned to Arizona to support my family who needed someone to take over the family business. After I graduated from Arizona State University’s W. P. Carey School of Business with a Bachelor of Science in Economics, I became President in 2008. 

There are stigmas that older, family businesses won’t change and that’s why they struggle with each generation. I made it my mission for Forrest Anderson to embrace change without the fear of changing our company’s identity completely. To make our company efficient and more accessible to customers, I established procedures such as paperless timekeeping and mobile payment processing that would help our technicians save time and reduce company costs. Technology is a necessity for businesses today, so it was important for Forrest Anderson’s success that I introduce digital aspects to our company with tablets for our technicians or incorporate social media and marketing campaigns to help broaden our reach. These changes have had positive impacts on our company, even in turbulent times. 

When I entered my first year, the nation was in a recession and our community was feeling the severe impacts. Our team been sliced in half, but we made it through. Then COVID-19 pandemic disrupted personal and business routines but as an essential service, we had a duty to our community and team. Throughout the recession and pandemic, it was important to me to make sure that not a single employee was laid off. Those who left did so voluntarily and we also offered employees additional support if they needed anything. I wanted employees to be assured they’re family here and they’re a top priority for our company. Without my family and team, the company wouldn’t be where it is today. 

And today I’m still taking out the trash. Even my young daughter is carrying the legacy of our family business. She’s already started helping around with tasks and is excited to start answering phone calls. 

Can you talk to us a bit about the challenges and lessons you’ve learned along the way? Looking back would you say it’s been easy or smooth in retrospect?
As a woman running a company in a male-dominated industry, there were a lot of times where people doubted my leadership. One of our long-time employees said he would never work for a woman then quit on the spot after he learned I would become President of the company. Another employee would avoid talking to me because he said I came across as cold. It’s sad to lose a skilled team member like that or have employees work with a misconception about you but I took those events as lessons. It motivated me to lead with compassion and cultivate a culture that’s welcoming and appreciative of everyone. My office has no doors or walls because I want employees to have the comfort and freedom to talk to me about anything at any time. 

Thanks for sharing that. So, maybe next you can tell us a bit more about your business?
Forrest Anderson is passionate about bringing comfort to people’s homes and working spaces. We specialize in offering residential and commercial plumbing, heating, and air conditioning solutions. 

As a third-generation family business going strong after 60+ years, I’m most proud of keeping my grandfather’s legacy alive and sticking to his core beliefs: treat your customers right, treat your employees right, do your best work, and always do the right thing. Even though things have changed quite a bit since 1961, the trust customers have in our service and integrity have not. When our company makes a promise, we keep it and when we make a mistake, we fix it. It all ties back to my grandfather’s philosophy of always doing the right thing. 

We empower our customers to make confident decisions and trust the repairs our technicians recommend. We equip our technicians with technology and tools to be able to fully explain what’s going on to our customers and they work under a four-point service model (understand, discuss, solve and deliver) to provide a consistent, high-quality experience every time. 

Do you have any memories from childhood that you can share with us?
The amount of time I got to spend with my grandmother and watching her thrive in this industry. It has shaped me into the leader I am today. Because of her influence in my childhood, I have the confidence to not question my decisions and to stand up for what I think best for my company. 

Contact Info:

• Website: https://www.forrestanderson.net/
• Instagram: https://www.instagram.com/fapac/?hl=en
• Facebook: https://www.facebook.com/ForrestAndersonPlumbingAndAirConditioning

Image Credits
Rick D’Elia