Charlie Mullins is the archetypal entrepreneur having set up Pimlico Plumbers from scratch and transforming it into the UK’s largest independent home services company.
Having sold the business for in excess of £140m, Charlie remains highly entrepreneurial, with projects in the UK and European property development markets as well as in entertainment working with recording artists and a radio station.
- Tell us a little bit about your business…
I am currently exploring new opportunities and enjoying life having sold the business I founded and ran for more than 40 years. But once an entrepreneur, always an entrepreneur, so I’m always on the look out for the next challenge, which is currently property developing.
- How did you get into the industry?
I used to bunk off school when I was ten and started helping out Bill Ellis the local plumber. He was a great bloke and always had nice clothes, cars and went on decent holidays. I decided that’s what I wanted so chose plumbing. If he’d been a bank robber, I’d have gone down that route, I’m sure! After I did my apprenticeship, I set up on my own and founded Pimlico Plumbers with a second hand bag of tools and a battered old van. From there things just grew and grew with a lot of hard graft and the idea of doing things differently to the competition.
- What are the biggest opportunities and challenges in your industry?
The plumbing industry, and home services sector in general have faced a skills shortage for a generation. This is a massive challenge to find experienced skilled tradespeople. But it’s also an opportunity. Firstly, for engineers who will always be able to earn a good living, but also for apprentices who are entering the sector. I was told when I started out, do an apprenticeship and you’ll never be out of work, and it’s true. I tell that to every apprentice I meet. We need to invest more in apprenticeships, not only to ensure that trades like plumbing can survive, but across all industries because learning on the job is the best way to succeed.
- How would you describe your leadership style?
I am very direct and to the point. I don’t do meetings, I never have done. Business moves so quickly and you have to be nimble and react quickly. That’s why having people work from home will never work for me. We used to have quick huddles at Pimlico, make a decision and move on. You can’t do that if you have to schedule a Zoom call!
- How do you get the most out of the people who work for you?
Quite simply, trust and reward. The traditional view of an entrepreneur is of a lone figure ploughing their own furrow. But I believe the best entrepreneurs are those that surround themselves with the best people. Then decisions can be made quickly, and they can take responsibility to make things happen. On top of rewarding people financially I have always found that other incentives help, which is why I brought in things like a free gym, subsidised canteen and a masseur who came in three times a week. Helping staff focus on their wellbeing is also good for business.
- What are the most crucial elements to your business running smoothly and being successful?
At the very start I wrote the ‘Pimlico Bible’, which clearly set out how we do business and what we expect from our people, from the cleaners up to the directors and, of course, me as the owner. Having a clear set of standards and working practices is vital, but it was even more important at the time because the plumbing industry had a terrible reputation for cowboys and I wanted to change that perception. Our plumbers always turned up neat and tidy in a clean uniform and a sparkling Pimlico van. It’s what our customer came to expect and served the business very well.
- How has the past 12 months been for you?
It’s been very exciting, but very different. Having run a business for 40 years it pretty much dominated most of my time, although I loved every minute of course! So now, having sold the business I have more time to do lots of different things, including doing more TV, most recently a BBC1 series called ‘Unbreakable’ with my now fiancé Raquel Reno. She’s a fantastic singer/songwriter and I have been supporting her career, including going to Nashville where she recorded some new music.
- What will the next 12 months look like for your business?
My main business focus in property developing, in Spain and London, which is an exciting venture. I’m also supporting Raquel as she builds up to releasing new music and I also became Chairman of Great British Radio and am working with the team there to take the station from a regional platform to national DAB coverage.
- What are the highlights of your career so far?
Undoubtedly receiving my OBE from His Majesty the King when he was Prince of Wales. I would never have imagined a kid from a South London council estate who just wanted to earn a few quid would end up at Buckingham Palace receiving such an honour for the work I have done for the plumbing industry.
- What’s the biggest business mistake that you’ve learnt from?
Borrowing from the bank. It almost sent me bust. It was a big mistake and could have sent me under. Since then I have always funded myself by delivering a good service that was paid for by good money. I could then invest instead of borrow.
- What’s the best piece of business advice you’ve been given?
The advice I tell people is learn to listen and listen to learn. I was never a great listener and when I nearly went bust in the recession of the early 90s that lesson began to make sense. I realised I couldn’t do it all and I had no business structure in place. The Pimlico Bible was a perfect guide to doing the business, but not running the business. People told me I had to plan and to delegate, but I wasn’t listening. I realised I can’t do it all, so I brought in managers for everything because you have to learn to trust people.
