September 2026 On Hold Marketing of the Month

About Our Client

Downey PHCE started in 1995 as one man with a truck, working out of his parents’ basement. More than thirty years later, Shaun Downey and his three brothers serve Northwest Ohio with plumbing, heating, cooling and electrical services. “One Call for All,” as they put it.

And oh, what a call… if you get put on hold, that is.

Why Humor On Hold Works for Downey

Nobody calls a plumber on a good day. Callers are already annoyed, and every minute on hold can add to the frustration.

Downey uses those minutes differently. The information is all there: drain cleaning, tankless installation, financing… but it comes wrapped in a company that’s clearly enjoying itself. And callers can hear that.

Scott: Okay Dan, truth or dare?

Dan: Dare.

Scott: Have you ever poured grease own a drain?

Dan: …That’s a truth.

Scott: Then I dare you to tell the truth.

Dan: It was Thanksgiving. There was so much of it. The pan was heavy, the trash was full, Grandma Jo was telling the gravy story again – the long version – and the sink was just… right there.

Scott: We’re gonna get you some help, buddy. Folks, don’t pour grease down your drains. If you already have, Downey does drain cleaning.

Dan’s doing better now.