Ward Plumbing, Heating & Air has been part of Western North Carolina for nearly fifty years and is proud to carry that legacy forward with a modern approach rooted in the same small-town values they started with.
“We continue to grow, train, and innovate,” says Brad Waldrop, “But our purpose remains the same: to serve people well, take care of our team, and strengthen the communities that support us.”
The company offers HVAC system repair, maintenance and installations. They provide professional career opportunities to 60+ Western North Carolinians in Buncombe, Haywood, Jackson, Macon and Swain Counties.
Read on for our Q&A with Brad Waldrop…
Tell us about your company:
Ward PH&A is deeply rooted in Western North Carolina. Not just as a service provider, but as a neighbor. For nearly 50 years, we’ve shown up for our community with both our craft and our care — from helping local families through donation drives to sponsoring youth programs and supporting the causes that keep this region strong. When our community wins, we win.
All that we do in serving our teammates and customers is driven by these 6 Core Values:
Attitude
It all starts here. We are honest, positive, courteous, confident, and cooperative.
Communication
We are professional, thorough and courteous in all communications with clients and teammates.
Respect
We respect the time of others. We keep our commitments. We take responsibility.
Technology
We utilize sophisticated technology and systems to deliver superior solutions.
Skill
We train consistently and continuously, holding ourselves to the highest of standards. When we don’t know, we ask.
Unity
Top-Down, Bottom-Up, we are unified in our commitment to these values.
What does “hospitality” mean to you?
To us, hospitality means making people feel genuinely cared for — not just served. It’s about showing respect, empathy, and gratitude in every interaction, whether we’re in someone’s home, on the phone, or out in the community. In our world, hospitality isn’t a department, it’s a mindset. It’s how we turn a service call into a relationship and a customer into a lifelong neighbor.
What experiences do you strive to create for your customers?
We want every customer to feel informed, respected, and genuinely cared for. That means clear communication, clean work, and follow-through that restores trust in what a service company can be. Our goal is for every visit to feel less like a transaction and more like a neighbor helping a neighbor: Professional, Dependable, and Personal from start to finish.
Which person or establishment inspires you the most?
I’m inspired by anyone who leads with both grit and grace. People who care deeply about others and never forget where they came from are my inspiration. Whether it’s a local tradesman, teacher, or nonprofit leader, I’m drawn to folks who serve without ego and lift others up as they go.
What’s been your company’s most innovative idea?
Our most innovative idea has been rethinking what it means to build a skilled trades team. Instead of competing for already-trained technicians, we focus on recruiting great humans and developing them into great techs and teammates through in-house training, mentorship, and leadership development. That shift, from hiring talent to growing it, has transformed how we serve our customers and how many people in Western NC view careers in the trades.
What is your company vision? How do you reflect it in daily work?
What I enjoy most about this industry is the chance to make a real difference, both for our customers and for the people who work here. Every day, we get to solve problems that matter and restore comfort in people’s homes, but we also get to build careers, confidence, and purpose for our team. Helping great humans grow into skilled, trusted professionals is what leads to the valued work we do for our customers.
Through your experiences, what have you learned about customer service?
I’ve learned that customer service is less about perfection and more about integrity. Mutual respect is earned by showing up, listening carefully, communicating clearly, and following through on what you promise. When people feel respected and know you’ll make things right, they stop being customers and start becoming advocates.