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- By James Wisler
At Wisler Plumbing, we want to make sure that the right technician is dispatched to the job the first time. We do this by categorizing all of our technicians by their skill levels across different areas. Since technicians can’t be experts in all disciplines, we must find the one that is most knowledgeable at the client’s issue and send them to their home in a timely manner.
For instance, some plumbers are experts with tankless water heaters, while others specialize with electric or tank water heaters. We will choose the technician that specializes in the hardware that the client has installed in their home.
When a client calls with a specific plumbing need, we will look at our schedule and find the nearest time that the technician that specializes in their issue is available. We do not dispatch based on area—if there was a technician nearby who didn’t specialize in the client’s hardware, we would not have them field the call. We feel that would be doing an injustice to our client. Our clients need to have the most suitable person visit their home so they can be advised properly.
If the homeowner doesn’t have much knowledge about their plumbing system, we will ask a few simple questions to walk them through the process. Typically, most people know the basics, such as whether they have a gas or electric water heater. If they are not sure, our phone staff is trained to ask the right questions so we can send the most suitable technician to take care of their problem.
Homeowners want the job to be done right the first time—that is why it is so important for us to send the right tech for the job. This is one of the ways we try to minimize callbacks, which occur when we did something incorrectly and have to send a technician back to fix the problem. We want to get the problem fixed correctly, because that is what our clients expect of us.
In fact, 1 out of every 30 service calls result in a callback—that is a 3 percent callback rate. We have to work really hard to maintain such a low rate. We stand behind our work, and make sure that any callbacks are handled with the utmost priority. In most cases, we try to deal with them on the same day, unless the client would prefer otherwise.
If you have any questions, you can contact us at (540) 352-4262 or contact us here.