Guest Blog from Donley Service Center

Essential Plumbing Tricks You Should Know

This Blog post courtesy of our friends at

Donley Service Center 

 

In the tricky world of home maintenance, plumbing is often regarded as an intimidating aspect. If your toilet is clogged, your faucets trickle, the garbage disposal fails to drain, or your showerhead leaks, you might be prone to potential flooding. For those with only a little plumbing know-how, here are some basic skills you may want to commit to memory.

 

Firstly, ensure that every member of your home knows how to turn off the water supply, and also invest in a flood alarm. Checking for loose bathroom tiles might warn you of water damage.  If you push a tile and it yields a little, inspect the problem as soon as possible. It is also hugely advantageous if you find any wear and tear on pipes, and replace them immediately.  Amateur DIYers sometimes use foam as a permanent measure when it is generally accepted as a makeshift cure before the task is correctly taken care of.  Any stop-gap fixes are temporary, and must always be regarded as such. Furthermore, remember that it is worse to over-tighten your pipes (as opposed to under-tightening them), as this can cause them to crack.

 

Any pesky knocking, whistling or squeaking pipe noises are easily cured by correctly anchoring them. However, pipes situated in difficult to access areas might require the attention of a professional contractor. For those living in cold conditions who regularly encounter frozen pipes, the most straightforward remedy is a hairdryer.  To reduce the possibility of frozen pipes, try to keep the household temperature warm.  Pipes exposed to severe cold should be completely insulated because, in a worst case scenario, you would be dealing with burst pipes, no flowing water, a chaotic cleanup and an expensive repair bill.

 

Leaking faucets are typically caused by a de-threaded screw/washer, or a faulty valve seal.  In the majority of cases, it is better to buy a new faucet instead of spending time replacing outdated elements.  This is because it is only a matter of time before a different part of the faucet breaks down.  Don’t waste the time, money and effort when you can simply replace the entire thing.

 

A plunger is the best medicine for a clogged toilet or, if it’s a particularly difficult blockage, a toilet auger is a lifesaver. Sometimes known in plumbing circles as a “toilet jack”, “electric eel” or a “plumber’s snake”, it’s a 5+ feet coiled metal wire that slowly snakes down the pipes of your toilet. Additionally, prolong the life of your garbage disposal unit by habitually cleaning it.

 

The most frequent problem is that the best plumbers are generally solidly booked, and this high demand creates a backlog that is difficult to eliminate.  Therefore, it is much better to prevent problems from occurring as opposed to repairing them after the damage is done. Routine preventative checkups are a necessity, as most plumbing emergencies can be remedied if caught early.

 

Researching a plumber through a recommendation from family members, friends or co-workers is a useful avenue to pursue, as well as via the NAHB (National Association of Home Builders) or online review websites such as Yelp and Angie’s List. Another invaluable search resource for a licensed, experienced and properly credentialed plumber is plumbingnetworks.com.

 

When it comes to price, cheaper isn’t automatically better. Anyone who undercuts the price may also minimize the time they spend doing a good job, which ultimately leaves you with a substandard service.  It is perfectly acceptable to ask an expensive professional why they are so pricey, and how the pricing structure breaks down.  Shun plumbers who give quotes over the phone.  Most professionals in the industry would rather see the situation in person before throwing figures and estimations around.

 

With over thirty years of experience, Jim Donley’s family-owned business offers highly trained and certified technicians that are available every hour of the day. Located in Phoenix, we are proud to serve residents of Scottsdale, Mesa and Glendale. For more information on our plumbing, air conditioning and other maintenance management services, visit our website at Donley Service Center or call (602) 870-6840 about our exclusive line of water filters, water heaters and solar hot water systems.

 

 

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Treat your customers how you would like to be treated

I was reading an article the other day which dealt with someone’s experience dealing with contractors.  It reminded me of a remodel we had to do several years ago due to a flood.  It was an interesting experience dealing with plumbers, flooring companies, cabinet replacement, countertops etc.

Before this project I must say the I was naive.  I just figured we have an insurance check, so it will be easy because they know they will get paid!  Boy, was I wrong.  First of all, the insurance company is trying to save as much money as they could and wanted to avoid mold remediation.  Can’t blame them for trying to save $8000, but how would that have affected the value of my home?

So, I had to fight with the insurance company and next came dealing with vendors.  Vendors that don’t call back, vendors that are late, vendors that want to argue, vendors who whine about not making enough money after they screw things up and it costs them money to fix.  The list goes on.

It was a lot of work to find the right vendors and get the remodel completed to my satisfaction.  One thing I realized is the level of craftsmanship and competency in some of these trades was less than what I was expecting!

Yes, I am picky, but when you are spending the type of money we are speaking about, you should be picky.

I have 2 points here to discuss.  First of all some of the contractors put themselves out of the running quite quickly because they could not put together a quote in a timely manner or did something very unprofessional in the quote itself.  So, I guess you could say they weeded themselves out by natural selection.  I mean, if they can’t even pass the quote stage, something is seriously wrong.

Now the second part is, I specifically remember getting 2 thank you cards.  One was from the flooring company that we ended up using again recently and the other one was from the least likely company for us to ever use again, the restoration company.

So I challenge you to think about how you would like to be treated if  you needed the services your company provides and take an inventory of policies and procedures.  Does your company get quotes out in a timely manner?  Do you follow up with customer’s to see if they are satisfied with on-going work or work that has been completed?  Do you offer incentives for your customers to give you referrals.  Remember the old cliche “word of mouth is the best advertising”  Do you leave brochures, cards, coupons, magnets behind to make it easy for them to remember who you are?  Do you put up yard signs so passerby’s can get your phone number if they happen to need your services?  Do you get email addresses from your customers?  Have you thought about what the impact would be if you sent your customer’s a birthday card, holiday card, etc?

There are so many things to do before, during, and after the job!  If you take a look at this I am confident you will find something that you may not already be doing that could greatly impact the success of your company!

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Phone etiquette, back to basics!

“you can’t afford any hangups”

Something came across my desk the other day about “how you answer your phone” It got me thinking that this is one of the most important things for a service company, yet so many companies do not have any guidelines on how to properly answer the phone. The saying that comes to mind is “you never get a second chance at a first impression” Answering the phone professionally can make the difference in a prospective customer hanging up or using your services. Companies pay huge sums of money on advertising and marketing, then they just say “hello”.

You have one chance and one chance only to turn that call into revenue, so why not stack the odds in your favor. It is relatively simple to answer the phone professionally. Some companies say, “xyz company, how can we help you today” or you can get a bit creative: “xyz company, how can we make you smile today?” I think it is important to identify the company name, greet the customer and then find out what they need as quickly as possible.

Once you determine what they want you can dig a bit deeper and ask for contact information, get an email address etc, ask them how they heard about your company. My point is that you should think it through how you want your company to handle calls and what type of impression you want to leave with your customers. Also, what types of information do you want to give out and what data do you want to get from each customer.

Companies put so much time, effort and money into advertising, so all I am saying is take a look at your protocol for answering the phone and put a plan into action to help portray a professional image which gives someone calling a much more compelling reason to do business with you!

The main goal is to get your customer service reps to book more calls. There are many tools out there that will help. First of all it is important to have a script. Once a script is in place there are other tools that will record calls so you can listen to them and make sure the customer service reps are doing the job correctly. This will reveal if they need re-training and/or if you have the wrong person and need to replace them! Proper training of customer service reps will make a big difference in your bottom line!

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Marketing recommendations of things to do that will differentiate your company from others

A customer asked me what type of things they could do that would stand out from their competitors. We were discussing something about how the company sends out notice of a sale on water heaters and I quickly came back with, water heaters are boring! Who cares about a water heater sale? Really, if you need a water heater, it would be nice if it is on sale, but when you need a water heater most people don’t go out shopping the “water heater sales”

My point is that the consumers are tired of being sold things. Consumers are bombarded with postcards, phone calls, flyers, brochures and all types of media blasts trying to sell them things.

A couple ideas came to mind of how a plumbing company can differentiate themselves from the “average” competitor. I will address one such idea in this blog and may continue with some others in future posts.

Getting back to the sales thing, I believe that is not always a good strategy. In plumbing there are so many innovative products that most consumers don’t know about. If a plumber takes the time to educate the consumer about certain products, the consumer is smart enough to decide if that is an appropriate product. There are on demand water re-circulators that save water and get hot water faster to the tap, automatic water shutoffs and leak detectors, solar hot water heaters, seismic valves, tankless hot water heaters, radiant heating and so much more. I believe that education about innovative products can become a great value added service. First of all this is perceived as non threatening, because you have switched from a plumber trying to sell something, to an “ambassador of goodwill” that teaches the consumer about different options they did not know about. So, now you become the local expert and the consumer will realize that you are not just looking to sell them something. If you present one new product a month and let your customer’s know what the features and benefits are and how it works, I believe that will go a long way in building a relationship with your customers as they will start to realize that you are the local expert and can assist them with any plumbing problems or challenges they may have.

Also, this empowers your customers with the knowledge they need to make an informed decision if a particular product is of interest. If the product is appropriate for the consumer and you have educated them properly as to the details, then they will ask for it and now you have a consumer asking to purchase a product that they want or need rather than you trying to sell them something!

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There is so much information out there right at your fingertips!

 

I get quite a few telemarketing calls these days and I am sure that many of you reading this post get them too. Now, if you are on this website, reading this post, you probably know what “1-800-PLUMBING” is all about. I have a major pet peeve that is the motivation for this post. I get calls from telemarketers or phone solicitors that assume I am a plumber. Now that makes a lot of sense “1-800-PUMBING”, must be a plumber. So when I get these calls I now ask the caller if they looked at our website. To that question, almost all of these callers reply no! I tell them to avoid wasting their time and my time, please go find the “1-800-PLUMBING” website and find out what we actually do. It is very easy to find and if I am in a good mood, which I am most of the time, I may even give them the web address: www.800plumbing.com Then I tell them to call me back once they understand what we do, if they believe it is still relevant to our business. Most of them never call back.

The point of this blog is that we have so much information out there right at our fingertips. Why do many people not use what is right within their reach? I don’t know. I believe that knowledge is power and the internet is the most powerful tool to get knowledge that mankind has ever had available.

Looking at this another way, I would say, “are you getting the results you desire?” If the answer is no, then take a look and see if there are tools that you are not using that could give you better results. Are there tools right at your fingertips that could help you achieve your goals, but you are just not using them? Are you doing your job a certain way because that’s how you have always done it that way?

Oh, and back to that telemarketer, I challenge you to look at the “1-800-PLUMBING” website and let me know you found the blog on using all the available tools to increase your level of success!

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