Wisler Plumbing and Air

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Why We Believe in Providing Upfront Information

Customer Service

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” Our technicians will give you options and recommendations with a straight forward price.”

 

Why do we believe in providing all the information we can to our clients upfront?  So our customers can make the best possible decision. Our clients generally know next to nothing about plumbing or HVAC systems or how to diagnose potential issues, so there’s a lot of anxiety in the decision process. When a client has problems with their system, a few thoughts usually pop into mind right away:

 

How much is this going to cost!?

Is someone going to take advantage of me?

Can I trust this particular service provider?

From our perspective, we think we can overcome those concerns by making sure we’re thorough with the diagnosis. It’s not just a matter of carefully checking all the important points, but also communicating those points to a client so they can walk through with us and see exactly how we got to our conclusion. Without that all-important review of options and the reasons for recommendations, the question of whether or not they’re being taken advantage of isn’t answered.

Sometimes it’s easy for service providers (who work with plumbing or HVAC systems every day) to tell a homeowner that it’s in their best interest to replace a component, but  the homeowner wonders how they get to that conclusion, and does the homeowner have other options? I think it’s important to discuss the considerations between replacement and repair with the customer and provide them with enough useful information to make a final choice. Although we may ask a lot of questions, we might not be asking the right question. That might lead us to make assumptions about the client’s needs, or base our recommendation on something that will happen for them in the future. At the end of the day, the homeowner should make the best informed decision for their home—the decision really needs to stand in their control.

Buyer’s remorse is a real thing (even with plumbing). People often wish they had made a different decision, because they wish had known more details. This type of regret is based on not having enough information to make the best choice. We definitely want to prevent our clients from experiencing buyer’s remorse. When someone calls our company, before our technician goes to their home we do our best to be upfront about our fees and what they can expect out of a service visit. Once there, we want our service personnel to  diagnose the problem by going through a checklist of items, and explaining what’s going to happen in a little more detail so they know what to expect depending on the type of visit.

 

The technician walks the customer through the diagnosis and explains how they came to their conclusion. Then they write up about three to four different options with various price points and warranties (if applicable) for the client to choose from. The customer gets to make the best decision for their home. From there, we’ll keep them informed with details about how work is progressing and what equipment has been put in. Customers are active participants in the whole process so they understand exactly what’s going on in their home.

If you want an upfront and transparent team to guide you through resolving plumbing or HVAC issues, reach out to us today. Request an appointment, contact us, or give us a call at 540-483-9382.

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We’ve been learning quite a few business lessons during the ongoing COVID-19 pandemic. Some of us have found ourselves in a less than favorable position, where it has become necessary to make strategic adjustments and become a little more fluid. Leaders, business owners, and people in general should look for the silver lining in situations like these. We can ask ourselves, “what can this teach me,” or “how can I become better?” There’s just a lot to think about now that everything has changed so quickly.

What we consider ‘normal’ is just so fragile.

What we know today could be completely different tomorrow or next week. Everything can change in the blink of an eye. So when we make our plans, we have to stay fluid and be able to adjust to a rapidly changing reality. I mentioned to our team how one of the strengths of a small business is the ability to adapt and stay fluid. Well, there’s no better time than now to put our adaptability to the test.

That brings me to something I realized about teams like ours: success is really only possible through a group of people. It can be so challenging if you’re by yourself or you don’t have anyone to help get through a rough time. For us, the sheer number of team members who stepped up and said, yes, we know what we need to do and we’re here to serve.

Sometimes you just don’t know what to do.

I look back to when the news broke about the COVID-19 pandemic. Many of us were trying to figure out what we were supposed to do next. There were even some people questioning whether any of this was real. Although we may not know what each new week will hold, I think it’s important to do the right thing. We all have the ability to help someone—it’s just a matter of figuring out how. It is important that we don’t confine ourselves (or limit our ability to help someone else) unless it’s absolutely necessary. During a crisis, we might get into survival mode, which usually doesn’t make room for helping others. We learned that there were many people who needed our help, and they were thankful that our team was able to assist wherever possible.

Even during times when there’s not much pressure, it’s a good idea to make sure we’re in a place where we do not become trapped.

That might mean running a lean business, being very conscious about sustainability, and being very careful about the risks taken. Just like that, those risks could turn upside down and really end up costing us dearly.   It is always good to make a contingency plan just in case. We did this before the pandemic, but we wish that maybe we would have done a little bit more.

Distance isn’t always the best solution.

There’s been talk about moving everything to an internet-based solution, but we feel that people still need people. As easy as it might seem to move all our interactions online—especially when we have the technology for videoconferencing and messaging—there’s still just something about personal face-to-face interaction that’s irreplaceable. I hope we can get back to that because it’s often much more meaningful than a phone call or a zoom meeting.

If you have any plumbing or HVAC related questions, request an appointment, contact us, or give us a call at 540-483-9382.

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The Reasoning Behind This

I’ve always believed that if you’re going to do something, you should be able to do it very well. Expansion and growth can be good for a business—after all, we are a growing business. However, we must be very mindful that spreading locations isn’t necessarily a positive thing for the overall culture and management of the organization. An organization’s culture is built by the people who make up its team. Therefore, the strategy of expanding by opening multiple locations, by definition, leads to a split in culture. It would influence how our clients are treated and served.

Focus on Consistency

We’re really focused on making sure we perform to the best of our ability in a consistent way, and it would be really hard to maintain a consistent level of service across separate locations. (Maybe one location would handle situations in a different manner, for instance.) Instead of trying to be everything to everyone, we wanted to be the best at serving the Roanoke and Franklin counties. One of the reasons we got into heating & air was simply because we had grown substantially in plumbing. We could have grown the plumbing business to other locations, but we instead chose to continue dedicating ourselves to the clients in our area.

Focus on Quality and Longevity

If we put all of our effort into our loyal clients, we have the most chance of serving them better and better every year. We build deep relationships because our organization’s reputation really matters to me—after all, it has my own last name. I want to make sure our reputation stays intact for many, many years to come.

 

Right now our growth has led us to focus on hiring new apprentices for all areas, including HVAC, water treatment, and plumbing. Both the service tech and installation positions don’t require any experience. To find out more about how to apply, go to WislerJobs.com today.

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Everybody loves to save money, but sometimes we don’t really connect how much money our homes are actually costing us, especially when it comes to our utility bills. We just tend to pay our monthly bill without giving it too much thought. However, a home’s heating and air comprises 40%-50% of the utility bill. If you add up the dollar amount over a year or more, it’s a significant expenditure. I’d highly recommend that you think about the efficiency of your HVAC system, whether it’s been maintained, how old it is, and whether it’s recently been checked by a professional. From there, you can take a few steps on your own to get the most efficient use out of your system.

 

Change Filters

By not changing the filters in your house, you’re slowing down the airflow to the HVAC system. It can only put out as much cold or warm air as it’s able to take in. So, if the filter is clogged up and there’s not much air getting in, you won’t have very much conditioned air or heat coming out of your vents, either. Dirty, clogged, or even the wrong kind of filter will harm the system both in the short term and long term. The system might even starve for air to the point that it could overheat or freeze up. All of these issues can be prevented by simply changing the filter.

Gas or Electric?

Most people don’t think about whether they have gas in addition to electric as an option in their home. If you have gas availability, it’s much more efficient for both HVAC and water heating. Whenever it comes time to replace a water heater or an HVAC system, gas is something you should definitely consider because of its efficiency.

 

Flush the Water Heater

In terms of plumbing, flushing your water heater can have a significant impact on efficiency. (Hard water causes buildup on the heating elements at the bottom of the heater.) The US Department of Energy says that ¼ inch of scale buildup caused from calcium or hardness in the water reduces the efficiency of an appliance by 30%. It’s very important to make sure your water heater is flushed so that any sediment buildup is removed.

 

Address Water Hardness

A water softener or water treatment system is probably the most significant step you can take to improve efficiency in your home. (Not to mention, you’ll have to use less soap with soft water.) Think of it this way: if you’re putting fuel adulterated with water into your car’s gas tank, the poor fuel quality will make its way through your car’s internals and mess everything up. A car just isn’t made to run off of fuel with water in it. The same thing goes for your plumbing system—water would be considered poor quality if it has hardness (calcium) in it. As it makes its way through the pipes, water heater, faucets, and drains, it’s going to cause problems in the system. It might lead to buildup in appliances like the washing machine or dishwasher and cause them to fail quickly.

 

Set A Lower Water Heater Temperature

I would encourage everyone to know the satisfactory temperature of hot water in their home. It’s pretty simple to find this out—you can even use a cooking thermometer or grill thermometer to take the measurement. Just turn on a faucet or shower, get a cup, and use a thermometer to measure the temperature of the water you use every day. (It should be at a comfortable level.) The important thing here is you don’t want your water heater to be set too high. If you don’t ever run out of hot water, there’s no need to turn the water up way hotter than you need. It’s actually better to turn the hot water on or close to all the way on instead of mixing it with a lot of cold water to reach a satisfactory temperature. Remember, you’re paying to heat the water up from its incoming temperature (generally 50 to 60 degrees F). The higher the water heater’s setpoint, the more it’s costing you to heat the water. If you’re not even using water at that high of a temperature, setting it lower will prevent you from overpaying on your utility bill.

If you want a professional opinion, we can send a couple of different people to your home and give you an efficiency report. We have someone who specializes in HVAC, plumbing, and water treatment, and they are aware of how those components affect a home’s overall efficiency. To find out more, request an appointment, contact us, or give us a call at 540-483-9382.

 

 

 

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Right now, we’re really focusing on bringing on apprentices onto our team. We do hire people with no experience in all areas of the field, whether that be water treatment, plumbing, HVAC, HVAC/plumbing installation, or HVAC techs. Although someone might not have any experience or have absolutely no idea what they’re getting into, we can put them through a training program specifically suited for what they’ll be doing. One thing every technician within our company is definitely going to experience is a lot of training. It’s centered around the technical aspects of the job, but it also covers soft skills like how to communicate important details to our clients in an effective manner. The training process will take a different amount of time for everybody, but it generally takes around 6 to 8 months for someone starting at a very low skill level.

 

People coming from factory or assembly line work regularly tell us that they were tired of doing monotonous tasks. Some people just don’t thrive in an environment where they do the same thing over and over, every day. Fortunately, a tech’s day-to-day activities are very diverse. Our technicians visit one or more homes on a daily basis. The job could involve a shower faucet one day, then a toilet or a water heater on the next. The customer’s needs always keep things interesting and fresh.

 

Almost every aspect of a homeowner’s life is tied to relying on working plumbing (like running water, a working toilet, a working kitchen sink, etc.). Sometimes they can be upset about a problem or fearful about what it might cost to have it repaired. When we repair one of those fixtures to make them functional again, or even when we upgrade them to work much better, the job that we’re doing is extremely fulfilling. This is truly a customer service industry, and we sometimes say that we’re here to repair the client. I think we have the opportunity to really impact people and build relationships while we fix their plumbing problem.

 

One of our main values is family. (You can use the word team here whenever it’s in a professional setting). Whenever I think about family, what comes to mind is the people who have my back, those who I can count on, and those who I can be open with. But the idea of family also comes with expectations, tension, challenging times, and tough conversations. Those things exist in healthy families, and they are imperative for growth. I think it is very rewarding to be part of a family/team with all these qualities. If you get stumped on a plumbing problem as a technician, you can call another technician or manager for guidance and support. Our service managers have technical ability because they’ve been in the field themselves. I think that’s what brings the family atmosphere together.

 

For anybody interested in learning more about joining the team at Wisler Plumbing & Air and perhaps becoming an apprentice technician, visit WislerJobs.com. Once you apply online, Maryanne will field the application and start you through our process.

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We recently got together as a team and talked about trust and integrity. These two words are fundamental to our culture and all the team members who make up our organization. How we act as an employer along with how we act as a company to our clients and to the community at large is very important. When we build relationships with our clients and our fellow team members, those relationships are centered around trust. In my opinion, it’s the foundation of any relationship.

 

Being trustworthy is made up of two important components: first, honoring your commitments and doing what you say you’re going to do. The second is owning up to your mistakes and acknowledging when you dropped the ball. After all, we’re not perfect—we all have times when we didn’t follow through on something important. Trust is not built from a single service visit or one month of being employed on our team. It’s built over a much longer period of time. The more we’re consistent across many service visits or month after month of employment, the more trust we build within our relationships.

 

Our clients place their trust in us when we go into their homes, maybe to provide a product or service that they know next to nothing about. They trust that we are fulfilling our responsibility to do the due diligence necessary to offer a fair price. I group all that into just doing business honestly. Rarely does the work cost less than what we thought it would be—it usually costs more, but the important thing here is that clients can place their trust in our organization and can be confident we’re doing fair business.

 

Other ways we build trust with our clients is the fair and consistent pricing and the warranty we offer.  We ensure our prices don’t fluctuate so that each homeowner pays the same amount for the same service.  In addition, when a customer needs a service or replacement on a large appliance, the customer may feel vulnerable.  When a company offers a warranty on their products/services, there’s less risk for the customer.

 

We stand behind our warranty with our 100% satisfaction guarantee.  That means if there is a problem, the homeowner can pick up the phone and give us a call so we can take care of the issue.

 

If you have any questions or need our services, reach out to the team at Wisler Plumbing & Air today. You can request an appointment online, contact us, or give us a call at 540-483-9382.

 

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