Customer care at Jim’s Plumbing received a frantic call from one of our customers as they were receiving fluctuating hot and cold water from their hot water service. They were particularly frustrated as it was also the middle of winter.
Luckily our well-trained personnel on the phone was able to dissipate the situation and book a job for the customer straight away. The customers were at first reluctant to book a job in because they had previously booked in jobs with tradesmen who have either taken several days to turn up or never make an appearance at all. We assured our customer that we would be onsite in the allotted time frame. The professional manner in which our personnel spoke to our customer coupled with the trusted brand convinced them to book in a job.
The hot water unit which our plumber looked at was a Rinnai Infinity 26. The plumber attending later described the customers as surprised when he turned up on time looking smart in his plumber uniform and ready to carry out work straight away. He proceeded in a very professional manner, working efficiently. Within minutes he had a diagnosis for the customers and it was deemed that all was needed was a service and adjustments to some of existing pipework. The initial installation was not done very neatly and there were wires and pipes running everywhere.
While onsite, our plumber was able to sneak in a conversation with the homeowners regarding their hot water system. He commended them on their choice which has a 6 star energy rating and made with quality Japanese design and manufacture. It also has a safety feature of being able to set a maximum heat of either 50°C or 60°C. It also provided continuous hot water with up to 26litres of hot water per minute while only heating up water as needed, thus saving our customers in water and gas bills.
Before they knew it, the job was completed and the entire family were able to enjoy hot water from their taps again. They paid the plumber in full on completion. It was so easy as he had an EFTPOS machine on board his van and there was no surcharge for using a credit card. During our follow up call the next day, our customers rated their experience as “extremely satisfied”.
They were also reassured that all workmanship Jim’s Plumbing provided was fully warranted even though there is hardly an occasion when any of our existing customers have had to use this facility. The next time you have a plumbing problem, give Jim’s Plumbing a call. Customer satisfaction guaranteed.