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Now there is a Stopcocks Woman Plumber in Bath who takes phone payments
Mel provides excellent customer service as standard along with quality plumbing. She's unusual as a plumber because not only is she female but she provides excellent customer service. What's more, she'll tell customers exactly what to expect.
Mel is cheerful, helpful and skillful. Qualified to City & Guilds level 2 NVQ level 2 in Plumbing she also has Full Scope Fixed Electrical Work in dwellings, level A, B and C (Part P) qualifications
We hear too often from customers that their calls aren’t answered or plumbers don’t turn up when they say they will – or at all!
We wouldn’t like to be ignored when we have a plumbing problem we want solving and we don’t expect our customers to either.
We believe that communication is key and keeping customers fully informed of what is going on makes a lot of difference to the amount of anxiety involved in having plumbing work carried out in their homes. We believe that letting customers know what is happening is an important part of customer care.
At Stopcocks Women Plumbers if we don’t answer a call there and then we’ll ring the customer back within two hours at the most (during working hours 8am-8pm Mon-Fri or Sat 10am-4pm). Emails are all responded to same (working) day.
Our receptionist will contact Mel, who will call the customer back as soon as she can (usually the same day) and arrange a time to visit. If Mel is unavailable (sometimes they are out of range or totally tied up in the job they’re working on), our receptionist will contact the customer within two hours of speaking to them and let them know. We know what it’s like just waiting and not knowing whether the plumber will even call you back and we hate it, so we don’t put our customers through that.
According to what customers require, Mel may be able to carry out their plumbing work on her first visit or may go for a look to assess the work and return at a mutually convenient time to complete it.
At this point, Mel gives the customer an estimate of the cost. If they agree she will carry out the work. She won’t start work without customers having a fairly accurate idea of what it is going to cost, and if the work involved mounts up while she’s working and the price starts to change as a result of this*, she will keep them fully informed and explain their options as she goes along.
Our plumbers give a time that they will come and if for any reason they are delayed, they will give the customer a call letting them know their new ETA.
After Mel has completed any plumbing work the customer will be given the full price and can pay immediately by phone. We find most customers prefer this, as they don’t have to remember and paying by card, over the phone is so quick and simple. They receive a proper receipt via WorldPay, our secure server for their records. If for some reason that doesn’t suit them we send an email invoice with details to make a BACS payment.
We don’t keep any of the customers' bank details on our system, although we will keep other information so that if they decide to use us for more work everything will be much smoother next time.
It’s all part of the service from Mel, the new Stopcocks Woman Plumber in Bath.
*Sometimes customers change their minds during the work and this can considerably change the job; naturally that will change the end price. The other reason prices sometimes change during work is that there can be unforseeable elements of a job, for example, it may be impossible for a plumber to see pipework inside walls, the extend of leak damage etc