Archive for January, 2010


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