Plumbing Bros are a structured, process driven business that has created what we believe to be the perfect SME business model.
With the success of our business model in WA, co-founder James Riddle has now set about franchising Plumbing Bros Australia wide.
Plumbing Bros began when three best mates – Joe, Jos and James – came together at a previous place of business and realised by combining their passion for teamwork, customer service and business operations they could become the biggest and best domestic plumbing maintenance company in Perth.
In just over two years, Plumbing Bros grew from three eager young men to more than 20 hardworking, passionate and reliable team members.
Plumbing Bros are a disruption in the WA trades and services industry. In an industry filled with specific trade-based workmanship ability, we identified a lack of business nous. Seeing this gap, we created a system-based, process driven white-collar business for a blue-collar industry.
Plumbing Bros began with a clear vision to change the perception of plumbers by providing nothing less than 5-star service to all clients, time and time again.
Fast forward to today and this mission continues to be the key driving force of Plumbing Bros endeavours.
Proof is in the pudding for us and based on the amount of 5-star Google reviews, Facebook and other review-based portals, we are living up to our mantra.
Plumbing is plumbing. When you employ a plumber there is an expectation, they know what to do and how to fix the plumbing issue. We believe simply being ‘great’ plumbers is not a strategy, it is an expectation.
So, client expectations are high, yet the overall perception of plumbers can be quite negative.
This is where Plumbing Bros differ.
Our mission is to shift the perception of plumbers by always providing nothing less than 5-star service.
Whilst there are a multitude of other elements to our business operation, this is why we do what we do and why Plumbing Bros are so successful at what we do.
Plumbing Bros have a tried and tested system that drives our business. Whether you are an onsite team member (plumber), office manager or business development manager, there are clear and precise structures and procedures to follow. This information is easily accessible within our Plumbing Bros portal – a tailor-made app which is on each team members mobile device.
It may sound robotic; however, it works and one of the outcomes is a positive and impressive team culture. The Plumbing Bros team are a young, energetic and ambitious group who go that extra mile for one another. This culture was established from day one at the leadership and management level and instilled from the top down.
Our onsite teams follow our 5-star service customer experience template. Every part of our customer service experience is carefully considered. From our prompt arrival, our presentation and communication skills, to checking our work upon completion and invoicing. Even the way we walk from our vehicle to a client’s front door is considered. Our friendly staff go above and beyond on every single job to ensure we provide customer satisfaction.
No one is perfect, and sometimes people step outside our guidelines and expectations. But this further separates Plumbing Bros from its competitors, because we care!
From the hundreds of jobs per month, Plumbing Bros receive, on average, less than 3% of job feedback with an ‘issue’. How do we know this? Because we ask for and obtain feedback from customer follow-ups at the completion of every job. This is carried out using different strategies including email, phone or a review engine that the onsite team provides to the client upon completion to obtain anonymous feedback.
On the rare occasion we encounter an issue, we proactively deal with said issue and provide a resolution that 9 times out 10 times leaves the customer or client providing a raving review and utilising our services again.
In addition, we provide a strict schedule of on-site audits that follow a templated process for providing feedback and improvement. We also perform regular performance reviews where the team member is not only given feedback but encouraged to provide 360 feedback in return to help assist our service offering and growth strategy.
The Plumbing Bros team culture is tremendously important. A workplace culture is not something that is instantly created. It is developed over time and we believe we excel in this area.
The number of sick days taken in our business is minimal and our team members are willing to take up the challenge when overtime is required. None of our team would speak negatively about Plumbing Bros. What this means for our business is we have effectively trained and developed permanent onsite salespeople that consistently drive the company’s core values to our current client base and prospects.
Our culture is derived by a firm and friendly approach. If someone does not follow the correct processes and procedures, they will be questioned. On the flip side, they are acknowledged and rewarded for hard work, honesty and integrity.
The Plumbing Bros focus on culture also plays a part in our recruitment strategy.
As Plumbing Bros continues to expand and evolve, the above strategies have opened the door to staff progression within the business. This is something we are excited and passionate about and also assists us in motivating our team. We do this via our ‘Plumbing Bros pathway program’.
The intention of this program is to create a clear instructional roadmap for the following pathways;
- Apprentices to become plumbers
- Plumbers to become master plumbers
- Master plumbers to become franchise partners This program not only motivates team members by creating a clear pathway to success, it also assists us to retain good people in the business who we have invested time and money into for training and development.