Over the years I’ve seen various surveys about the most important things people look for in choosing a plumber or other home service firm. Almost all of these reveal “trust” to be the most important element.
Trust takes many forms in the minds of home owners. First and foremost, it has to do with feeling safe and secure when you open your door to a stranger. From time to time we see a story in the news media about someone masquerading as a home repair technician as a way to gain entrance to a home and commit a crime. That’s why we provide our technicians with company uniforms, business cards and I.D. badges, so you can be sure that the person ringing your doorbell works for us.
Some technicians may be a legitimate employee, but valuables have a way of turning up missing after a visit. Alas, we’re all too well aware that not every technician is an honorable person. That’s why we do extensive background checks on every person we hire, and the scrutiny is especially intense for those we send to customer homes. We check for criminal records, driving violations and subject every new hire to drug screening. We check references from previous employment. Finally, we subject all job applicants to an extensive interview process aimed at eliciting information about their character – which to us at Dutton Plumbing is even more important than their trade experience.
Customers also speak about trust in the context of confidence that the job will be done right and at a fair price. “Fair” is the key word here. You get what you pay for. If you are looking for the cheapest price in town, you’ll probably get the cheapest work as well. It may not last for long. Or, as so often happens, you’ll get quoted a cheap hourly rate and find the meter running a lot longer than you thought it should take.
Our pricing is based on the job, not how long it takes. You know before our technician starts work exactly how much it will cost, and you have the right to refuse the work if you think it’s too much. If the job takes longer than normal, we eat the extra cost, not you.
As for the job being done right, we offer 100% Satisfaction Guaranteed! If one of our technicians makes a mistake, he or someone else will come out and fix it as soon as possible at no extra expense to you.
You can also trust us to …
- Have you speak with a live, friendly, well-trained human when you call.
- In most cases, arrive within an hour of your call. If we get delayed, we’ll let you know and give an updated time of arrival.
- Leave the work area cleaner than we found it.
- Provide only top-quality, professional-grade products and materials with all installations and repairs.
Our company slogan, “The plumber you’d send to your Mom’s house,” is all about trust. We want you to know it’s as important to us as it is to you.
