The owner of fast-growing Berkshire plumbing firm, Boiler Servicing 24-7, has welcomed the findings of a new national poll and the introduction of a new Consumer Ombudsman as the dawn of a bright future for tradesmen.
Alex Mayer, who was recently named as one of the ten leading plumbers in the UK, says the survey paints a picture of the “perfect plumber”, and he has signed up to the ombudsman process.
The new Consumer Ombudsman will help to resolve disputes between the public and businesses, including those that work in people’s homes. However, companies must sign up to be covered by the process.
Alex said: “Signing up to come under the auspices of the new Consumer Ombudsman is something I was keen to do as soon as the system was announced.
“Any tradesperson who signs up sends a strong message, that they have nothing to hide and they want relationships with customers that are built on trust, great service and reliability. It says ‘I believe so much in what my business does that I am willing to be held accountable’.
“I believe that if any customer has the slightest issue with any work we do then we should resolve it long before there is any need to involve a third party.”
The move follows the publication of a survey that outlined the need for great customer service among tradespeople.
“More than 40% of people said good people skills were vital to being a professional plumber and this is something I believe is hugely important,” said Alex.
“Pride in the job they do also came out very highly in the survey and these two points are essential.
“The future for tradesmen of all types is not only about doing an excellent job for a good price, it is about being the sort of person a customer is happy to have in the home. That means being personable, presentable, tidy, punctual and delivering on promises, including price.
“Understanding changes to legislation and technology were also important, so that these can be applied for the benefit of customers.
“Gone are the days of people just picking up the phone and calling their local man in a van, who would turn up in scruffy jeans, because he doesn’t mind getting dirty, and putting up with lateness.”
Boiler Servicing 24-7 was founded in 2013 and employs ten people.
The survey was conducted by bathrooms manufacturer Bristan.
Alex said: “I measure my team on reliability and time keeping, tidiness, courtesy and workmanship. Their shirts must be tucked in and vans washed inside and out twice a week, or even more regularly in the winter, when roads are dirtier. The same courtesy and efficiency is expected from my office-based staff.
“With social media and online tools, such as
Checkatrade, where customers are constantly encouraged to give open and honest
feedback, it is easy to see when these standards start to slip – and it is very
public when that happens. So, there is no hiding place for a poor tradesman or
sloppy personal standards.”