As a homeowner, have you ever wondered what a plumbing company looks like on the inside looking out? When something goes wrong with our plumbing, we usually ask a friend or look online for a ‘plumber near me.’ It’s hard to go wrong when looking for the right plumber. A couple clicks online, and you’ll have all the reviews you need to make an educated decision. You make the call and then a plumber shows up at the scheduled time. Did you ever wonder what goes on behind the scenes?
Some Call Center Specialists Are Well-Traveled
At Big B’s Plumbing, our service starts when you make the first call. Your call center specialist schedules your appointment for the earliest slot. Many hours of training are poured into each member of our call center team. At Big B’s Plumbing, some of our call center team members have traveled as far as Florida and Michigan to learn the techniques on how to best answer the phone and speak with customers. On an ongoing basis, calls are recorded and listened to, even critiqued to hold ourselves to a higher standard.
We Invest In Our Team
It’s our goal that every plumber sent to your home provides you with the best plumbing experience. The author of the book, Good to Great wrote, “It’s who you have on the bus that will drive you into the future.” We make a habit of finding the best plumbers, providing them with competitive wages and benefits. In some cases, plumbing owners hand out signing bonuses to the newly hired. Additionally, we target military men and women looking for a career in plumbing. We also invest significantly in staff development. In 2019 Big B’s Plumbing joined Nextar, a world-class training and coaching organization that focuses on plumbing, HVAC, and electrical companies. In 2019 Big B’s Plumbing invested nearly $2,000 in training and coaching for their management and employees.
The Plumbing Industry Is Growing
According to the Bureau of Labor Statistics, estimates show that the demand for plumbers will grow by 14% over the next ten years. Compared to other industries and occupations, which will average a 5% growth over that same time. That’s good news for anyone wanting to become a plumber, not so good news for home and business owners who have a plumbing problem because plumbing companies will be short-staffed. At Big B’s Plumbing, we created a buzz around our company as the place to land a plumbing career. Experienced plumbers and apprentices are looking to land their careers at Big B’s Plumbing.
Our Plumbers Are Equipped With The Best
We equip our plumbers with the latest equipment: plumbing vans, cell phones, software, and supplies. While a plumber’s snake is still a go-to tool for drain cleaning, we also have the best in truck-mounted hydro-jetting equipment. There is no drain we cannot clean. We have top-notch camera inspection equipment for investigating down the sewer lines. Need an epoxy sewer line? No worries, we have you covered. Our ServiceTitan® software will accurately dispatch and track every request from the moment the appointment is set. This will include confirming appointments through text messages when the plumber is en route. We believe customers want more in 2020, which means going well beyond the basics.
All Plumbers And Owners Get Background Checks
Customer safety is paramount in 2020. Let’s face it, we live in a different world than even ten years ago. At Big B’s Plumbing, we want to make sure our customers know that their safety is number one. Therefore, we hired a third-party company to run criminal background checks on anyone who would enter a home or handle a credit card that included owners. We felt it was easy to “say” that we completed a background check. Does a company actually do it? And then who would hold them accountable to it? We’ve partnered with TheSeal.com to run criminal and sex offender background checks. Once the employee passes the checks, they are issued a badge with their picture confirming their identity.
We Leave No Stone Unturned
We’re a company that takes pride in every facet of the plumbing business. Our online presence is inspirational, informative, and educational. Statistically, 15 people get told about poor service experience and 11 about a pleasant experience. At Big B’s Plumbing, it’s our goal to bring you the ultimate plumbing experience. We invest in our people: our plumbers, our office representatives, and you- our customer. Call today, and you’ll get the care and service you deserve.
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