Percy Gendreau, CEO

As CEO, what’s the part of leading Otterly Baths that makes you wake up excited in the morning?

Without a doubt, it’s the impact. We see firsthand how a simple bathroom transformation can hand back someone’s independence or peace of mind. We’ve had customers tell us, “I finally feel safe again,” or “I never thought I’d love my bathroom this much.” That feeling is addictive.
And then there’s our team. Watching my partners and our staff grow, evolving from ideas and conversations to real careers and leadership it never gets old. Every day is a chance to build, expand, and help people become even more capable than they ever imagined.

Remodelling a bathroom can be stressful for homeowners. How do you make the experience feel simple, smooth, and maybe even fun?

Let’s be honest it’s usually chaos for folks! Our goal is to turn that chaos into calm. The first thing we do is talk things through set out exactly what to expect, answer every weird question, and lay out a timeline. Our project management tech keeps everyone in the loop, and we’re big on updates.
Of course, there’s dust and noise, but we try to turn milestones into mini celebrations. That could be watching a customer’s face light up at a 3D design rendering or just joking with them over coffee while our crew works. At the end, it’s more than a bathroom it’s a new outlook for the homeowner.

What makes Otterly Baths different from other guys in the industry?

For us, it’s always been about deep, thoughtful care for the homeowner. Many companies treat a remodel like just another project. We obsess over the customer experience from day one, pouring ourselves into communication and respect for every home.
We specialize in full transformations no shortcuts but what really sets us apart is our culture. Jack and Gary founded Otterly Baths on integrity and grit, and as we grew, leaders like Natasha and Jed kept that alive. Our mantra, “Always our best,” isn’t marketing fluff it’s the heartbeat of every job.

Can you share a favorite “before and after” moment that captures what your team’s all about?

Definitely. There’s this older late 70’s couple we’d been talking to who’d been in their house for over 40 years. Their bathroom was practically a museum exhibit, and not in a good way stepping into the tub was a hazard. They called us not just for a new look, but for peace of mind.
We crafted a space with a walk-in shower, sturdy grab bars, non-slip flooring, and lots of natural light. Seeing their relief and joy and hearing them say, “We feel confident in our own home again” that’s everything. That’s what gets us out of bed in the morning.

Bathrooms must look good but also work for real life. How do you balance style, comfort, and functionality especially for families or those with accessibility needs?

It starts with listening. Families juggle a million things, so the space needs to keep up durable, intuitive, clutter-free. For older adults, it’s about aging gracefully in a place that’s familiar and safe. Others might dream of a serene, spa-like escape.
We blend function with elegance, adding features such as walk-in showers or slip-resistant floors where needed, or luxury finishes where desired. The secret? Design with dignity in mind every detail matters, every choice is personal.

Running a business isn’t always smooth sailing. What’s a challenge that really tested you, and what did you learn?

Growth pains big time! When sales doubled, then tripled, our systems felt the stretch. Schedules got tight, crews were maxed out. It forced us to take a hard look at how we operate.
We poured effort into training, invested in better tech, and doubled down on our people and processes. The lesson was clear: you can only grow healthily if your foundation; your team, values, and workflows are rock-solid. Challenge became a chance to get sharper.

Otterly Baths isn’t just about bathrooms it’s about people. How does being a part of your community influence how you do business?

Community is everything. We hire folks from our own backyard and invest time and dollars into local events. Being family and veteran-owned isn’t just a tagline it’s a responsibility.
Finishing a bathroom isn’t the end. It sends ripples making lives safer, helping local workers thrive, and boosting trust in neighbourhood businesses. That’s the legacy.

If we peeked into the future, what new dreams or plans do you see on the horizon for Otterly Baths?

We see Otterly Baths becoming a name people know across the region, maybe even the country. That means entering new markets, widening our services, and making the customer journey smoother with tech from virtual consults and continuing to enhance the customer experience.
The big dream, though, is giving every team member a runway to grow, mentoring new leaders, opening doors, and making sure we build the kind of company people are proud to be a part of.

When all is said and done, what do you hope Otterly Baths means to the families you’ve had the privilege of working with?

At the end of the day, I hope people remember us for more than great bathrooms. I hope they remember how we made them feel respected, supported, and valued. Our legacy is measured in trust and in relationships that last longer than the shower and fixtures ever could.

“Our mantra, ‘Always our best,’ isn’t marketing fluff—it’s the heartbeat of every job.”

“We don’t just build bathrooms. We build trust.”