Archive for December, 2009

“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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