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Accountability over Decades Wins All Plumbing, Inc. Customer Service Award Year-Over-Year
By: All Plumbing, Inc.
The prestigious Talk Award identifies businesses who deliver great customer experiences through independent market research using a proprietary rating algorithm which neutralizes bias. Serving most of northern Virginia, All Plumbing does it all – old, new, repair, and replace. They specialize in main sewer and main water line replacement and installation, and hydro-jetting. "We push training and technology. We use some of the most up-to-date technology, tools and methods out there," explains Kewin Greenhill, general manager.
All Plumbing understands that plumbing challenges are usually a surprise to property owners and fixing them quickly is essential. Trenchless technology exemplifies how All Plumbing streamlines. By using a Mole device to pull and replace a line, including video camera inspections for project diagnosis and verification, they eliminate the cost, time and mess associated with unnecessary digging. Technology also impacts the front office where they are busy integrating an upgraded dispatching and invoicing system to consolidate work while making it easier for the customer.
Second-generation owners Shafik and his brothers believe their size, business longevity and role as a community partner differentiate them in the industry. "We are smaller than our nearest local competition,"
The brothers believe a culture of 100 percent customer satisfaction begins at the front office with a solid customer relationship. All calls are answered by live, knowledgeable representatives who actively listen to customer concerns and answers questions. The front office staff gathers critical information, so the crew arrives onsite well informed and ready to execute solutions. Because the customer is at the center of everything they do, staff participate in bi-monthly customer service meetings where they review customer feedback, troubleshoot unresolved customer issues and integrate customer suggestions to improve workflows.
All Plumbing provides customer education and transparency upfront. Greenhill clarifies, "We will walk the customer step-by-step through each plumbing process from beginning to end. We provide customers with affordable rates and fixed prices for most of our services…so the customer can easily understand pricing and process. There are no hidden fees." This extends to their online presence where customers engage with educational blogs, candid customer reviews, project portfolios, product and service strategies, special offers and FAQs. In addition, customers can directly communicate with All Plumbing staff through the online platform.
Shafik states, "We take pride in a high retention rate for both residential and commercial customers. Often, returning residential customers tell friends and family about us. Many commercial customers own multiple rental homes where we serve their ongoing plumbing needs. We also have a close relationship with major companies, like American Boiler, where we do long-term contract maintenance, in addition to local churches, schools, and city and county governments."
About the Talk Awards
The Talk Awards are presented by The Research Company, an independent research and publishing company that calculates customer satisfaction ratings through comprehensive, accurate research for small-to-medium-
About All Plumbing
All Plumbing, Inc. are northern Virginia's plumbing experts. They continue to provide exceptional quality comprehensive plumbing services to residential and commercial. Find All Plumbing on Facebook (https://www.facebook.com/