Tuesday, January 30, 2007

How many plumbers ...

Andrew Savory writes;

I'm working from home this morning, because I've been assured that a plumber is coming "first thing" to look at my radiator. Back in November, my spare room radiator sprung a leak. After calling around, the 11th plumber I spoke to was able to come out and do the emergency work required to stop the leak (removing the radiator and capping the pipes). Since then, it's been one long nightmare trying to get the insurance claim sorted out and a replacement installed. NatWest Home Insurance told me that I need to get a quote for the fix from a plumber, so I did that. It wasn't easy. I called five different plumbers. Two said they'd fax a quote and didn't. One said they didn't have anyone in Norwich that could handle it. One offered to do a quote, but wanted £25 for it. Finally, a plumber based just round the corner from me gave me a quote over the phone and then faxed it through to me. I dutifully added a cover letter and faxed it off to NatWest. After three calls to NatWest to chase it, they told me that they had received the fax and spoken to the plumbers, but needed proof that the leak was caused by either freezing or high pressure. Apparently, general every-day leaks aren't covered. I'm not sure what caused this leak - it wasn't freezing, but it could have been pressure, it could have been a duff radiator, it could have been rust. I'm no expert, but surely any unexpected leak is worthy of an insurance claim? If the heating system is maintained, it's not possible to tell whether there's a problem or not until the damn thing leaks, is it? Aaaanyway. I called the plumbers back, and they said sure, they could write to NatWest. I asked them to fax me, so I could forward it. And then I heard nothing. So I called them back, and they said they'd take care of it tomorrow. Nothing. So I called them back, they apologised, and said they'd deal with it tomorrow. Nothing. So I called them back. They said they'd try to get something done today. Nothing. Remember here that out of five plumbers, these were the only ones that responded to my initial request for a quote. I figured I was more likely to be successful by persisting with them than by switching to some other plumber at this point. And, of course, NatWest already had one quote from them, so I didn't want to confuse things by bringing in another player at this point. So I called them back. No reply. Well, getting close to Christmas now, they were probably down the pub. So I called them back. No reply. Well, we're into the New Year, but perhaps they are still hungover. So I called them back. Apparently the guy that needs to take care of it wasn't there, so they'd try tomorrow. Nothing. So I called them back. Apparently their computers have a virus, and they can't do anything right now. They'd try later. Nothing. So I called them back. This time, they explained that they couldn't really give me a letter saying the radiator burst due to high pressure, as it puts them in an awkward position. They could send a guy out to give me a free quote and to take a look at the radiator though, after which they could write the letter. Great. So the plumber made an appointment with me for first thing Monday morning, and they said he'd call before he arrived. Nothing. I'm pretty sure it doesn't qualify as first thing Monday morning any more, even by the most liberal of timekeepers. Time to phone again. So far, I have made 37 phone calls, including the initial emergency calls. 11 to one plumber, and 11 to NatWest. I'm amazed.
Update: I called them back. Someone decided it wasn't worth coming out to do the free quote. Someone else forgot to call me and let me know. They can, however, come out and quote for £50+VAT.
I called one of the other plumbers that failed to send a quote last time, and he should be here this afternoon. £40. Ouch.

Plumbing the right way

Some random blog in Seattle, USA

"Of course there are many plumbers to contact when you need a job done; however, you should contact someone that you trust. Although you can plumbers who only tackle drains and sewers, it is best to have one that can handle several types of problems. It might be very difficult to know what kind of professional help you were getting on your plumbing issue, when the plumber did not have professional credentials...."

I don't know about you but all of that stuff is kinda obvious isn't it? I see professional qualifications and memberships to all of the right trades bodies left right and centre but what I don't see if a 'TRUSTED' label next to their name.

Maybe our site should go ahead and develop a Label of Trust that we can all use for peace of mind. It could be like the London Taxi drivers 'knowledge' or that would takes years to master and pass. Of course all badge holders would have to resit the test every couple of years to be sure they havent fallen foul of any bad habits.
What would you say comes top of the list of best practice guidelines for plumbers?
I'd say no urinating in peoples sinks while they are making you a cup of tea. Its just not civilized is it?

Saturday, January 27, 2007

Giving great customer service

A random customer service statistic I heard once;

Receiving bad customer service on average inspires you to tell 25 people about it where as good customer service inspires you to tell 5 people.

This could well be made up but if not, certainly a cultural form of customer virility.

If this is true the chances are that you will hear more bad things than good. Looking at the papers day in and day out I guess that hold true. Sometimes we do want to hear of good news. News that inspires us and helps us.

Now I want to hear of more people and places I can get a great service and experience from.



http://www.deepslist.com/ has a spot that visitors can leave some feedback about someone they like (or don't).

I'm going to call local trades people and tell them not to keep good customer feedback on themselves. Tell them about http://www.deepslist.com/ and get them to tell everyone else!

I'll tell you later how it works out.

Thursday, January 25, 2007

Plumbers must read this!

I was reading about the trials and tribulations of starting out as a plumber for the first time on http://www.plumb-biz.com.

How on earth do you you go about advertising the simple fact you are available?

I set up www.deepslist.com in order to help good honest trades people spread the word in a genuine way - through word of mouth.

If you think you've come across a decent trades person just drop me a line. I'd love to hear about them and I bet lots of others too; its so hard to find someone you can trust.

Sunday, January 07, 2007

Buying trends for Christmas 2008

Consumers will continue spending money they dont have on gifts people dont want.

Print media versus the internet

You cant read an internet on the toilet.

Print Media 1 - Internet 0

Afghanistani Plumbers

Its been the second day and I still don't know there names.

I'm wondering if that's so important though. I have his mobile number and he knows my name so if I did need a guy to fix something pipe based, I'd now know who to turn to.

I went on to GetClued to find a plumber to fit a boiler. This was after 7 phone calls including British Gas and a company right around the corner from me called Aspect.

The bottom line. Any combi boiler fitted takes a day and costs £2500. Boiler of the Internet £700. Labour and a little admin to Corgi, £1800!

I cant afford that but will afford it if means I get heat in my house and that, ladies and gentlemen is the reason they can charge so much.