Dale Maples's blog

Crystal Clear Over Communication or CCOC

As plumbing contractors we often assume our customer's know what we're talking about.  They don't.  It's our job to communicate clearly and often.  Crystal Clear Over Communication is a phrase that can be attributed to Jami Kaeb from "The Forgotten Initiative", a national non-profit that works to connect the needs of foster care communities with local churches.  But the idea is important in the business sector as well. And here at Mapleservice we are always working to be sure we are communicating clearly with our customers.  Often during a plumbing project circumstances can change multiple times in just one day.  We must keep the customer informed about the impacts all along the way, and in a language that they can understand.  These forms of communication should include cost, time frame and if the solution is temporary or permanent to name a few.  Customer service can be defined as Crystal Clear Over Communication + Professional Courtesy = Customer Service.  This crew pictured gets it!
    

Mapleservice Part of Eureka's Boardwalk Service Banner Project

Mapleservice is part of the Eureka Boardwalk's service banner project.  If you know of someone currently serving please contact us.  Getting the banner created is a simple process. Just email a photo of the man or woman serving.  The photo should be of good digital quaility.  They should be in full dress uniform.  And with the correct spelling of the name.  

Customer experience from the plumber

Professional courtesy + clear communication = good customer experience.    That's how we define it here at Mapleservice.  Be kind, Be prompt. Be clean. Let the customer see and know exactly what you're doing.  Let them know if you'll be needing to return and when.  If your return visit is delayed by a suppler or by a scheduling conflict communicate that before they're wondering where you are.  It's as simple as that and as hard as that.  
 

Plumbing Experience Defined

How many plumbing company's have been around longer that 50 years?  40 years?  Or even 10 years?  Here's another question; how many employees have been with the same plumbing company, or any company, for longer than 10 years?  To  become a certified journeyman plumber, as defined by the United Association, requires 10000 hours of on the job training as apprentice.  Here at the Maples plumbing company, in Eureka,CA, we have both.  Most of our plumbers have been here longer than 10 years, and most have completed the 10000 hours of training to become a journeyman.  Oh, and by way, we are in our 57th year.  In the photo are our founder, Wayne Maples, and 44 year employee Tiny Hubler.  Both retired, but a photo that is the definition of experience.  

 

AttachmentSize
Image icon wayne & tiny.jpg75.58 KB

Plumbing Service Van Dealer recommendation: Jenkins Diesel

Once again, we've added a service van to our fleet of rolling warehouses.  Not just any van, but our rolling warehouse.  And, once again, we've purchased it from Jenkins Diesel. www.jenkinsdiesel.com

Jenkins Diesel, and specifically sales representive Rick Wilson, have sold to us numerous plumbing service vans.  We fly our driver from Califonia to Missouri, and Rick picks him up at the airport.  The transaction is complete in just a few minutes and our driver receives the keys and gets on the road bound for Norcal. 

Rick, and Jenkins Diesel, make it easy.  I trust them completely. 

After the van arrives home, then we commence to make it a Mapleservice rolling warehouse. 

 

 

Taxonomy upgrade extras: 

Pages

Subscribe to RSS - Dale Maples's blog