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- By James Wisler
- Customer Service News
- [otfliker]
Plumbing emergencies tend to happen at the least opportune times. That’s why we have a live person on the line to answer your calls 24/7. Even if you have a plumbing issue in the middle of the night, you’ll be able to reach someone at Wisler Plumbing. The person who does most of our after-hours call taking is Connie. She’s extremely good at what she does, and she’s directly employed by Wisler Plumbing.
We used to have an external answering service, but the reality is they had little to no plumbing expertise. They would just take names and numbers, but that wasn’t the kind of service we thought that our clients needed. Connie has been with us for about a year and a half. We’ve been very encouraged by the response that we’ve had from our clients after making the switch.
When Connie gets a call from someone experiencing a plumbing emergency, she’ll get an understanding of the problem and then run through the available options. We usually don’t send someone out for a home visit unless it’s a very time-critical emergency. If the situation can wait until the next morning, we’ll schedule an appointment for the soonest available time.
In a previous blog post where we discussed some of the changes we’ve made recently, I mentioned that we reserve Sundays for worshipping and/or spending time with our families. We will only send someone to a home visit if it’s an extremely dire situation. However, we’ve expanded our regular service calls to include Saturdays and weekdays until 7:00 p.m. We know that people tend to get out of work at 5:00 p.m., so there’s enough time to dispatch a technician in the evening in case anything does happen with the plumbing.
We also think it’s important to make sure that the technician we send to your home isn’t tired from working a long shift. If we were to send a technician to your home at night and they had been working since the early morning, they would probably be too tired to focus on the job. The bottom line is, all organizations that provide a service should manage working hours responsibly.
We perform weekly rotations for technicians that handle later shifts. Once they come off of the rotation, they’ll get Friday, Saturday, Sunday, and Monday off so they can return to work refreshed and energized. Running service calls late at night can be a challenge for our technicians, but we try to make the most out of it. As a service company, we have to do right by both our technicians and our clients.
Remember, Connie is waiting for your call just in case you ever have a plumbing emergency in the middle of the night. If she’s on the line with another caller, just leave a voicemail and she’ll call you back as soon as possible.
The next time you have a nighttime plumbing emergency, give us a call anytime 24/7 at (540) 483-9382 or contact us online.
