IT’S THE LITTLE THINGS THAT COUNT

If you ask a lot of people what do they like best about a particular service company that they keep calling back to over and over to help them solve problem, you might find, most of the time, that it’s the simple things that make the difference.  For example, it might be as simple as a friendly greeting on the other end of the phone when they call.  They aren’t looking for the person on the other end of the phone to be as  “bummed out” as they are at that moment, nor are they looking for a motivational speech but a friendly energetic voice could be just what they need to help reverse their negative situation. What could be worse than encountering a person on the other end of the phone who sounds as low as they might feel at that moment. Things might get better and almost promising when the person on the other end of the phone answers “ Hi, this is Angie, thanks for calling Newton Plumbing” How can we help you? Wow! Help me? What a novel idea in a world today that is always worried about what’s in it for them. This person must understand the dilemma I am facing this morning. I’m already late to work and I need to get this plumbing problem solved. Good start! I’ve called the right place. These people genuinely care. On the other hand, don’t you just hate it when you ask someone in a service business when I can get the job done? and they answer you with a laugh and their own a rhetorical question of their own; when do you want us to come? We’re all booked up; we can’t possibly get here today. It would be a lot nicer if they told us; “we’re really booked tightly this morning but let me see what I can do to work you into our schedule. That’s more like it! What I need at this very moment is hope, and more importantly, I need to figure out when I’m going to be able to get this plumbing emergency fixed.  And all this drama has gone down before a single finger has been raised by anyone to start fixing my problem.

The beginning of any relationship starts with a first impression, and most of us know that “we only get one chance to make a first impression.” In a way, that should seem obvious, but in another way one wonders why it doesn’t always happen? When the average person encounters a plumbing problem they aren’t necessarily in the best of moods. Who would be in a great frame of mind if they ran out of hot water in the middle of a shower, or they found their bathtub full of sewage when they got up in the morning? So how hard is it for the company they call to realize that they have already feel abused and not amused.

If you are running late, please call me as soon as you know when appears that it is happening and let me know my alternatives. I may have taken time off work to wait for you.

When the Plumbing Tech gets to the house, a smile can disarm the most stressed out person. A smile is the universal language that turns apprehension into confidence. A knowing look of reassurance that I have someone right here who is going to address my problem and get things functioning normally again is a good thing.  When a stranger or “non regular” visitor enters my home, at the very least, they should respect my private space as I would hope to respect theirs. The message? Don’t track mud on my carpet! Please respect my property.  Thank you very much!

These Newton guys wear special “booties” in my house as not to create another problem. I will still be a little bit stressed about the plumbing problem until it is fixed.

Expedience is good but I still need reassurance that my problem is solved, the job is done and I won’t have to call you again for a while.  Take your time, but not too much time.

Leave the premises in a cleanly manner. “Cleanliness is next to Godliness” and the least you can do is leave the area you worked in as clean or cleaner than you found it.  I guess it would be okay if you mowed the lawn on your way out, just joking,  but know that’s not the business you are in. So I can let you go now. I’m happy, or at least, a lot happier when I first called you.  And of course, a simple thank you and a simple statement: “Feel free to call me if you need further assistance

It’s the little things that count:

• A friendly greeting when I first call you

• Reassurance that you will be there and can fix my problem

• A quick call if you are running behind

• A smile when you arrive

• Respect for my property while you are there

• Fix the problem in a timely manner

• More reassurance

• Not leaving a mess for me to clean up

• A simple thank you

• More reassurance

I think that these guys know what they are doing, they’ve been around for over 60 years! Newton Plumbing 310-839-1131

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“WHAT’S IMPORTANT ”

What we all seem to keep learning from the past should be that companies who care about the quality of the job they are asked to perform are going to be invited back. There’s no question in anyone’s mind that the thought of having to call a plumber, for some, can be agonizing. It doesn’t need to be that way. At the very least, we should always strive for customer satisfaction.  It shouldn’t be that much for a customer, (a real person) with an unpleasant plumbing problem to ask, should it? How hard is it for a plumbing company or for that matter, anyone in a service business, it to be nice to their customer who might be grappling with a persistent sewer problem?  What’s worse for someone with a stopped up drain than to hope that the person on the other end of the phone understands that there is a “sense of urgency here” and a little compassion might be in order?  Every service company should have a few simple rules to follow to give the person in need of emergency assistance some hope, and peace of mind that your important issue be solved as soon as possible.

• Greet the customer with a sincere and friendly hello:

“Hi, this is Angie, thanks for calling Newton Plumbing”

• Be courteous and listen carefully and let the caller speak their piece:

Be kind and let them know that help is on the way as soon as possible.

• Help the customer make an informed decision:

Give them the facts and do your best to accommodate their schedule. Most people are reasonable and they should be allowed to decide if you could help them by giving them as much information as possible and without pressure on the other end of the phone.

• Keep the Promise:

Don’t just say the words; inform the customer of the most realistic and best time of arrival that can be expected.  In other words: “Under promise and over deliver” Keep them informed as to the Plumbing Tecnician’s schedule. (Is he ahead of schedule, on schedule or running a little late?)

• Assess the Problem:

The Plumbing Technician needs to get the “green light” from the customer, before he begins the job, and then get to work!

• Use Reliable Tools -Top quality Parts & Materials:

This should be  “standard operating procedure” all of the time.

Do Good Work:

The successful companies who have been around for years are known for the customers they keep and are reliable.

• Leave the Work Area Cleaner Than You Found It:

When the job is done, make sure that the areas you, (the Plumbing Technician) have accessed are as clean or cleaner than the way you found them when you arrived.

• Take time to Say Thanks:

After all is said and done, all customers deserve every courtesy possible in this fast paced world we live in

• Follow Through:

Call back to see if the customer is completely satisfied with the end result. Be there to take care of any loose ends.

Final Analysis:

The 10 rules that we have expressed above are any customer’s “implied rights” and should be followed all of the time. Whether or not a prospective customer ends up calling Newton Plumbing, who by the way has been serving Los Angeles for over sixty (60) years and if we do nothing more here than educate other in our business how to treat a customer, certainly every customer deserves the best. Every prospective customer should know that:

“Someone Here Still Cares About Quality”

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“Three Reasons Why Your Sewer or Drain Might Be Blocked”

While some causes of sewage backups are common in city or county main sewer lines and are under the city or county’s responsibility, there are other causes as well. The sewer lines from the street to the dwelling on the property as well as any lines between buildings and the main line are usually the property owner’s liability/responsibility

Three Good Reasons Why A Sewer May Become Blocked There are three main causes for pipes and sewer blockages and while some are simple to detect and easy to prevent, some are hidden and can hardly ever be detected before the damage occurs.

1. Objects Accidentally Flushed Down a Household Drain The most common cause of sewage backup is a blockage in a intersecting service pipe between the home and the city main.

In the case of home and office plumbing, generally, the main cause of a blockage is the accumulation grease, hair, dirt, or solid materials, such as disposable sanitary napkins, broken dishware, garbage, diapers, and other types of debris that are too much for the wastewater pipes to manage effectively.

A problem like this is usually a local problem inside the dwelling. Most of the time it is the water from the home that is backing up. The amount of backup will depend on the amount of water that is used. When the water is turned off it will drain very slowly but the problem is likely to return as soon as the water is turned on again.

2. Roots The infiltration of tree roots are a major cause of backups. Tree roots usually enter the pipe at joints and move a long way. This intrusion of roots causes blockages along the way. Tree roots are known to create structural defects as they often crack and break pipes as they continue to grow.

3. Structural Defects Structural defects develop overtime and may eventually cause major damage to the piping Damage of this magnitude can lead to serious overflow ramifications. This will, quite likely, require complete reconstruction of the existing sewer lines.

Structural defects sometimes occur in both pipes and manholes. Structural defects may include problems with sewer lines such as cracks, holes, pipe collapse, sags in the line, misaligned pipe, and pipe joints.

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NEWTON KNOWS THE NEIGHBORHOOD

VISIT NEWTON’S “HOME PAGE” www.newtonplumbing.com and you can find out some interesting and rich historical information as well as view early color photographs of many West Los Angeles Communities.

Newton Plumbing has been your local Los Angeles plumber since 1946. We serve all your plumbing needs and have always been a trusted member of your community.  No task is too big or small and our professional and courteous service is second to none.

• Bel Air                         • Los Angeles                       • Playa Vista

• Beverly Hills
             • Manhattan Beach 
             • Redondo Beach

• Brentwood                  • Marina del Rey                  • Santa Monica

• Culver City 
                • Mar Vista                           • Torrance

• El Segundo                  • Pacific Palisades
             • Venice

• Hancock Park             • Palms                                • Westchester

• Holmby Hills                • Playa del Rey                    • Westwood

“Newton knows the Neighborhood”

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THE IMPORTANCE OF THE NEWTON PLUMBING BRAND: 64 years in the making!

Our customer/s should know our attitude towards them and the responsibility we have to our Newton Plumbing Brand. Our brand is something that we take very seriously. We hold our brand in very high esteem and we strive to keep it as respected as all good and reliable services that our customers and prospective customers have grown to know and count upon.  The Newton Plumbing brand has become a symbol of dependability for over 60 years, that has become hard for the consumer to find in today’s business community. We are keenly aware that our customer and prospective customer has a choice each and every time that they have the need for a plumbing company to assist them. As gatekeepers of a revered brand we really care what our customers think about us. We really strive to provide a safe business environment that any potential user/s of our services can feel confident that they are dealing with a company who will stand behind their work.  We welcome new customers! We want to continue be known as the company whose brand has been built by “the customers we keep”

Newton Plumbing Since 1946

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Newton Knows – Your Drain Line Inside and Out

The Case for Video Camera Inspection

The compelling question here is; “why would anyone desire to look inside their pipes? “ It doesn’t seem to be a very delightful prospect for any type of pipe one might envision. We are not speaking of vocal chords here, but the pipes under the ground and the drains that move your waste water, hopefully to the desired location. Video inspection of your drains and sewer provides a “real time” view of your underground sewer lines and other piping to help determine their condition from the inside. At Newton Plumbing, we use a video camera to do just that.  Our video camera is, essentially, a flexible rod that has a specially designed, high-resolution video camera on its tip. The rod is then inserted into the drain or sewer pipe in question to be inspected.  As the rod is pushed through the pipe, the waterproof camera takes a picture of its progress and ultimately produces important findings for you to see with your own eyes. Video images are transmitted to the camera screen and may be saved to videotape for a reviewable record.

The video inspection process is extremely helpful to identify damage and obstructions that limit proper flow that create sewage or drain backups. Later, a drain camera can be used to verify that certain obstructions have been removed and that the lines are now clean. It’s impossible to accurately determine the condition of a line without the use of the in-line camera. For Example: The Video camera inspection will assist in pinpointing the various conditions listed below:

Roots obstructing a pipe – a common occurrence: tree or shrub roots have invaded    the sewer line, preventing normal cleaning and/or have damaged the line.

Foreign Object /Grease – that blocks or restricts the proper flow and/or cleaning of the line.

Broken Pipe – causing cracked or collapsed pipe, requiring repair or replacement.

Corrosion – when a pipe has deteriorated and/or broken, causing the collapse of a  pipeline and/or restricting its flow.

Leaking joints – the seals between pipes have broken, allowing water to escape into the area surrounding the pipe.

Misaligned Pipe – sewer pipes that have become misaligned because of shifting soil and/or settling of the ground

Substandard Pipe – existing pipes are constructed of lesser grade pipe material that may have deteriorated or corroded.

Bellied pipe – a pipe has sunk, usually due to high water table effecting ground or soil conditions. This condition usually creates a bulge that may collect waste and/or paper.

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Keeping the Promise:

Our goal is to solve a customer’s problem promptly and efficiently and be invited back  “No tricks or legal loopholes. Just timely service at the advertised price” When someone with a plumbing problem calls a plumber the first thing that they want to know is if the problem is fixable and how soon can it be fixed.

If the customer has a clogged drain, for example, the problem has to be rectified as soon as possible. At Newton Plumbing we understand that fact, and for over 60 years we have always endeavored to fix the customer’s plumbing challenge  as soon as humanly possible.

A Newton customer can expect our Technician to show up in a clean, pressed uniform with a friendly attitude prepared to clear the drain stoppage as it has been described over the telephone to one of Newton’s experienced Customer Service Dispatch Specialists.

“At Newton Plumbing, our goal is to solve the customer’s problem promptly and efficiently”  For example, when a customer responds to our Special Tub or  Shower Drain Cleaning Offer and their circumstances qualifies specifically for that offer, the drain will be cleaned and there will never be an extra charge….period!!!

At times a drain problem might be greater than simply “snaking the drain” After the Tech has made every effort possible to clear a stoppage with the conventional equipment and it is evident that there is clearly a bigger or more complex problem, he will inform the customer of the situation. At that time, the Tech will explain the situation in a clear and concise manner and advise this customer as to the options available to them at this particular point.

The Newton Plumbing Tech will advise the customer of the price before he starts any activity beyond the original customer requested job specifications. He will not continue further until he has the customer’s express permission to proceed.

The Newton Plunbing Tech assigned to assist  the customer will use “state of the art” plumbing equipment to alleviate the drain stoppage to clear the drain and be on his way. Our customer pays the advertised promotional price.  When a prospective customer accesses our website, www.newtonplumbing.com , in addition to the $59.00 Tub or Shower Drain Cleaning Offer he/she will find many other promotional offer coupons:

• TANKLESS WATER HEATER • TRADITIONAL WATER HEATER REPLACEMENT & INSTALLATION • MAINLINE DRAIN CLEANING • GARBAGE DISPOSALS •KITCHEN FAUCET  & SHOWER LEAK REPAIRS INSTALLATION • HOME PLUMBING INSTALLATION.

FEEL FREE TO CALL US AT 310-839-1131

(It’s the same phone # we’ve had for over 60 years!)

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