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- By James Wisler
- Plumbing Repair
The biggest difference between an installation company and a service company really comes down to how customer-oriented the company is. Installation companies are simply designed to get the job done as quickly and cheaply as possible. Sometimes this means not having the customer’s best interest in mind. Everything we do as a service company involves asking ourselves if we are benefitting our clients in some way.
Whenever our customers have a plumbing problem, we realize that their issue is urgent and it needs to be addressed immediately. Therefore, staffing our phones is very important. Even though it adds cost to the service, customers don’t want to have to leave a message with a plumbing company and wonder when they will get a call back. A service company is always going to have someone live answering their phones.
The next important difference is time efficiency. Installation companies will usually come to your home in a pickup truck to inspect your problem. Next thing you know, they are taking off to the supply house and taking more than an hour in the process to get the necessary parts. With a service company, it’s about making sure that we respect our customers’ time. It’s important for us to come prepared in a well-stocked truck. Again, this adds cost, but it provides a large benefit to our clients. A well-stocked truck means valuable time is saved. If customers have taken time off from work to be at home during that service visit, we want to make sure we do everything possible to respect their time and get them back to work quicker.
There are many clients who forget to mention other plumbing problems that may have occurred throughout the home. If we didn’t come prepared with a well-stocked truck, we wouldn’t be able to address any surprises that may arise. We usually have toilets, water heaters, faucets, and plumbing commodities on our truck just in case. This allows us to take care of situations in a very efficient manner and prevents us from running around unproductively.
Another difference is, it’s important with a service company to make sure you have very competent people. There’s a big difference between just going to a new house to install plumbing pipes and going to an existing house where there’s a symptom of a problem that needs to be properly diagnosed. Having trained technicians who can ask relevant questions to the client and who are trained to interpret those answers to formulate an accurate diagnosis makes a big difference. Otherwise, they would be attempting to fix the problem without even being sure what the problem is. They would either be throwing darts blindly or using a process of elimination. That’s not a very effective way to handle plumbing issues. With a service company, you’re definitely going to have people that are trained in the appropriate areas to make sure they are diagnosing things properly.
It’s important that we have the ability, the equipment, and the resources to take care of our customers’ needs. The job can be done properly without waiting for us to rent equipment or call a subcontractor. Those things would cause the project to become unnecessarily expensive and time-consuming.