Inspecting and maintaining fire protection systems is an important prevention measure and a major part of the services provided by Impact Fire Services. James Puckett, a Supervisor in Austin, follows checks on one of his customer’s systems.

No matter the size of the project, attention to detail is a key consideration and a group effort. Austin-area Supervisor Ben Kirk (center) reviews plans for a new installation with sales team members Sara Kreigh (left) and John Brown (right).

Providing fire safety systems to help save lives is a strategic and careful process. Delivering that service requires knowledge, attention to detail, and a true concern about people.

That’s what the folks at Impact Fire Services in Bastrop, Texas, do. The company offers fire protection and alarm services. For this team, fire prevention is everything. “We’re always there when we’re needed. When a customer calls, it’s a life safety situation, not like an oil change,” says John Taylor, the company’s President. The business specializes in inspections, repairs, installation and remodels of fire sprinkler systems, fire pumps and suppression systems, as well as monitoring services.

Combining Expertise

Established in 2009, Impact Fire Services was formed by four individuals with extensive experience in fire safety systems who wanted to combine their expertise to help as many people as possible. That goal has been achieved through the efforts of founding principals John Taylor, John Randolph, Steve Shaffer and Lisa Taylor, who had worked together in one capacity or another for 23 years before launching the business. In eight years, the company has grown from less than 50 persons to nearly 250 staff members in Texas alone and 400 nationwide. And, it continues to have a steady flow of new customers and staffing needs.

Lisa, John Taylor and John Randolph had been in business together since 1994, and decided to partner with Steve in 2009 in a new venture to form Impact Fire Services. In 2014, Steve and John Randolph retired as President and Executive Vice President, respectively, and John Taylor became President. Lisa is General Manager of the Austin, Texas office.

Their knowledge of fire safety systems and good business management have guided them to success. But the importance of people is the real key to making it happen, according to John Taylor. “The reason for our growth is having good people. We don’t build products, we sell services. We grow by providing excellent service and spreading the word through great sales people and workers. When you have people who take pride in what they do, the business expands by itself,” he says, and adds, “There’s really no great science to it. You just need staff members who are willing to pick up the phone to respond to someone’s need.”

When the company started in May of 2009, its leadership established headquarters in Houston and opened offices in Austin and Waco. In 2012 it joined an equity group named Caltius, which gave Impact Fire Services added financial support. That same year Caltius acquired Academy Fire, a fire protection company with a central call center that services customers nationwide. Shortly after that, Impact Fire Services opened a San Antonio office and, in 2013, offices in Dallas and College Station. “We grew through a combination of acquisition and start-up. The acquisition gave us visibility in places such as Florida, Salt Lake City and Las Vegas. But all of the expansion in Texas was the result of hard work from our internal teams. Most of the people in our Texas offices have worked together for 10 to 20 years. So we’re pretty much a family across the state,” notes Taylor.

Protecting Lives

The company has customers in a wide variety of business types and levels. It’s particularly busy in specialty markets such as chemical manufacturing and mining. On new construction or remodeling projects, the customer is the general contractor. In general markets it works with end users such as building and property managers and business owners. Not all situations are the same, however, so the work varies by the protection that is needed.

“We service across the board, but the specifics of the service depends on the area. For instance, Houston has more petroleum and chemical businesses. Each office is structured to have the ability to service every aspect of a system and bring in the quality staff needed to support it,” says Taylor.

The longevity of customer relationships with members of the Impact Fire Services team is proof that the company’s focus on people works. “Two of the most memorable projects were both in Houston—the expansions of the Baybrook Mall and Minute Maid Park,” says Taylor. “We had a great, long-standing relationship with the general contractor for Baybrook. That project took a couple of years to complete and was a stepping stone for our company. We’re currently completing the retrofit of the fire alarm system in Minute Maid Park. The same people who serviced the Astrodome played a role in building Minute Maid Park and I have had a personal relationship with them since 1993. Most of our customers, like these, have known all of us for years.”

“This attitude of personal attention makes our company stand out from the competition,” says Taylor. “We focus heavily on response. A lot of people do what we do, we just have to always take excellent care of customers. As long as you do it as good as or better than your competitors, customers will always be faithful to you. I’d describe it as being attentive, knowledgeable and always responsive. If you say you’re going to do it, keep your word and do it.”

“When you have people who take pride in what they do, the business expands by itself.” John Taylor, President, Impact Fire Services

Ensuring Quality

The company relies heavily on the resources of the National Fire Protection Association (www.nfpa.org) and the American Fire Sprinkler Association (www.firesprinkler.org), for training and ongoing industry updates.

“This business is forever changing because it’s code-driven, so we always need training for our technicians on updates,” says Taylor. “Most of the people we hire are already qualified, but we also offer apprenticeships through the associations for those who want to get into this business.”

The company also provides training on fire sprinkler systems to anyone interested in knowing how fire protection equipment works, such as city administrators, property managers and building engineers.

Putting People First

Inside the company, the philosophy of putting people first makes the staff feel like a family. “We appreciate everyone who works in our company and what they bring to the table. We’re a sizeable company but everyone feels comfortable enough to call me when they have questions,” says Taylor. The company still holds a traditional Christmas party and some of the offices get together to support local charities and participate in charity events that support general contractors in their communities.

Although Impact Fire Services is connected to a national equity group, management decisions are made on a local basis. “The equity group sponsors us as we grow and need things along the way. They offer support but let each office management team make the day-to-day business decisions. That’s important because each market and customer base is so different. We will never be a cookie-cutter business because what works in Houston may not work in Dallas,” notes Taylor. “In April 2017, we sold the business to Audax Private Equity and a lot of folks who worked for us reinvested with Audax. That shows how much people really like being with our company.”

The company’s name says it all. A small group of individuals grew a business that has made a tremendous impact on protecting people from fire by offering the best service and the best staff possible.