The Italian Plumber's 10 rules for delivering amazing customer service

Ad - ...and and why his team love adhering to them

I love being a plumber, and I love managing a great team. But what I enjoy most about running a plumbing business is making my customers happy and delivering the best service possible.

When I first started the company, I created 10 rules that I promised myself I’d never break. These rules were designed to ensure The Italian Plumber would be the best it can be and stand out from the competition.

  1. Always be punctual: If there’s an unexpected delay, notify the client immediately to keep them informed.
  2. Be transparent: Provide clear, detailed quotes and estimates, breaking down every cost to show exactly where their money is going.
  3. Leave no mess behind: Arrive prepared with a working vacuum cleaner, a clean and pressed uniform, and all necessary cleaning supplies to leave the space spotless.
  4. Strive for continuous improvement: Always look for ways to enhance your service, skills, and processes.
  5. Be polite and respectful: Always offer to remove shoes and limit conversation to topics initiated by the client, respecting their space and time.
  6. Follow up: Reach out a day or two after the job to ensure the client is completely satisfied with the work.
  7. Own your mistakes: If something goes wrong, go above and beyond to make it right. Mistakes are opportunities to demonstrate your commitment to quality.
  8. Go the extra mile: Whether it’s helping a senior customer or finding ways to save them money, look for opportunities to provide additional value without expecting anything in return.
  9. Expect nothing in return: A “thank you” or positive review is appreciated, but our goal is to serve, not to seek recognition.
  10. Master your craft and keep learning: Expertise is essential to providing great service. Stay curious and never stop expanding your knowledge.

So why does my team love following these rules? Because, in addition to being highly skilled tradesmen, they all have a caring and compassionate attitude toward people. They take pride in their work, their appearance, and in treating others with respect.

Give us a call if you would like to experience this more traditional form of service.

Samuele The Italian Plumber

Other blog posts by Samuele can be read at theitalianplumber.co.uk/blog.

Until next time, if you have any plumbing or heating issues around the home, give us a call on 020 8945 7457.

Advertisement

October 26, 2024

Related links