If you had told me a year ago that I’d be writing my final President’s Message already, I would’ve said, “No way – it’s too soon.” But here we are, and time has flown faster than a service van on a Friday afternoon.

The theme of this issue – Innovations in the Industry – couldn’t be more timely. Our industry is experiencing rapid change. Between AI, automation, digital dispatching, and cloud-based everything, there’s no question that technology is reshaping the way we do business. That kind of innovation can be exciting … and also overwhelming.

At Oak Creek Plumbing & Remodeling, we’ve leaned into innovation where it makes sense. One of the most impactful changes we made this year? We added a new “team member” named “Emily” – our AI-powered virtual assistant.

Meet Emily

Emily answers every phone call – day or night. She schedules service, triages emergencies, confirms appointments, and follows our custom scripts with empathy and professionalism. And the best part? She can handle multiple calls at the same time – so no customer is stuck on hold, and our team isn’t pulled in a hundred directions at once.

But here’s the key: Emily doesn’t replace our people; she supports them.

Yes, when it’s a true emergency, a service tech may still get that 2 a.m. call. That part hasn’t changed (and probably never will). But what has changed is everything that leads up to that moment – better information, clearer intake, and fewer dropped balls before boots hit the ground. Emily may not wear a tool belt, but she’s helped every part of our team run more smoothly.

We’ve learned a simple but powerful lesson this year: We digitalize when we can. We humanize when we must.

Technology Should Elevate, Not Erase

We use technology to handle the repetitive tasks, so our people can focus on the things that truly require a human touch: solving complex problems, building trust, and making someone’s bad day better.

Naturally, some folks have had questions. “Is this going to replace people?” they ask. I always tell them: “Technology doesn’t replace skilled tradespeople; it empowers them.” AI can answer phones, but it can’t mentor an apprentice, calm a worried homeowner, or fix a water heater in a snowstorm.

That’s what innovation should do – it should elevate your team, not erase it.

PHCC has embraced that mindset, too. Whether you’re a high-tech operation or still comfortable with pen and paper, PHCC meets you where you are and helps you move forward. From workforce development and leadership training to technology education and real-world tools, PHCC continues to be the trusted resource contractors need in a rapidly changing world.

A Year of Growth, Gratitude, and Grit

Over the past year, I’ve had the privilege of seeing this organization at its best. I’ve met PHCC members who are growing their businesses, mentoring the next generation, giving back to their communities, and yes, even trying tools and tech they once swore they’d never touch. That spirit of curiosity and resilience is what makes this industry great.

I’ve learned a lot this year – about leadership, service, and the strength of our community. I’ve also learned that a hotel breakfast is always a gamble and that nothing brings contractors together like four people fighting over one outlet at an airport.

But more than anything, I’ve been reminded that our strength isn’t in our tools – it’s in our people. We may not all use the same systems, software, or scheduling apps, but we share the same core values: work hard, treat people right, and never stop learning.

As I pass the gavel, I do so with confidence in our future. To Jason Pritchard, our incoming president – you’ve got a strong foundation and a passionate membership behind you. I know you’ll lead with wisdom, energy, and heart.

And to every PHCC member reading this – thank you for letting me serve this incredible association. It’s been one of the greatest honors of my life.

I may be stepping away from the podium, but I’ll always be proud to wear the PHCC badge.

Let’s keep building. Let’s keep learning. Let’s keep humanizing.

PHCC—National Association President Dan Callies is owner of Oak Creek Plumbing & Remodeling, a second-generation, family-owned and operated company in Oak Creek, Wisconsin.