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- By James Wisler
The Big 20 is our list of minimum standards for Wisler Plumbing and Air. Here are 3 more from our list…
Personal Phone Answering
This is very important to us as we recognize what clients need as we serve them. When you have a plumbing issue or a HVAC issue or a backed up sewer or anything like that, you definitely do not want to be talking to an answering machine or an answering service. You want to call a company that that is able to help you and get you on the schedule and answer any questions right while you’re on the phone. We have committed, as a minimum standard, that we will not turn our phones over to an answering service. We will answer promptly and do our very best to maintain staffing levels that will not require the use of voicemail or unanswered calls.
We have a queue that people can wait in if we are extremely busy. As we’ve kind come out of the pandemic, we’ve reinvested even more staff to our call center to make sure that we’re answering the phone when someone calls.
Your home should be a safe environment for you and your family. You want to make sure that you can put trust into whoever’s coming in there and, making sure that that safe environment is not being compromised. That’s why we have background checks done on any of our employees that will be coming into your home.
We have a training culture at Wisler. While we don’t always have all the answers right then and there, I am confident in is someone in our company does have the answer. And so we cross train and are constantly are developing our technicians to empower them to be the most competent as they can be out in the field.
We dispatch our technicians based on competency. Just because someone is in a certain area, doesn’t mean that they go to all the calls in that area. We value this competency so much that we will run someone all the way across town to make sure that the customer gets the most competent person for that job. We start out with our technicians being a skill level two or three, and we try to move them to a level five, which is the top tier skill level for a technician. As an organization, we are constantly working on upgrading those skill levels so that our clients get the best service possible.