People are always interested in how things work. That includes how businesses like Paradigm Plumbing, Heating, and Air Conditioning manage their resources across different geographical areas to ensure the same level of quality of service. Logistics is the key to successful outcomes. Webster’s defines logistics as, “the handling of the details of an operation”.
For example, how does Paradigm know where its vehicles and personnel are to route them in an efficient and timely manner to various projects and crises across the state? Owner Steve Labbe’s simple answer to this question is, “We put together schedules.” But there is a lot more to this. “Our trucks are all over New Hampshire. We know where our technicians are and how much time remains on their project based on tech assessments.” Paradigm technicians have electronic tablets to identify what their schedule is and how they are progressing.
Labbe adds, “We also have different crews. For example, a crew for a new apartment complex would be different from a crew for incidental issues that arise.” The Paradigm Service Department provides maintenance work, whereas the construction group handles installations and retrofittings. Paradigm has the benefit of having professionals who are ready for anything that occurs. All their personnel have been cross-trained for both production and service activities. “This means that our technicians can do both jobs.”
Paradigm shifts it resources to help the public. For example, when an emergency occurs requiring additional personnel, a member of the production crew that is closer in proximity to the account with the problem often has greater flexibility to respond.
No matter how you plan, there are always problems. This is where experience and the ability to bid and do these jobs comes into play. “Often, such as with water or heat problems, they must be remedied before the end of the day. Our crews are ready to respond,” notes Steve.
Being able to accurately provide a fixed bid, or quote time and material costs requires experience. “As a business owner you want to be fair so you don’t overcharge your customer, but you also have to make enough money to keep your business going and to pay your personnel,” says Steve.
Some people confuse the time it takes with the cost. But this is not always true. For example, plumber A, who knows how to diagnose and has the parts on the truck, fixes your plumbing issue in 1 hour, whereas plumber B, who is less trained and not prepared, takes 5 hours to complete the same project. Both plumbers charge the same amount. Who would you prefer?
“We often find ourselves completing our service calls faster than other service providers because of our experience, skills, and resource scheduling,” adds Steve. “Often this is because of our technician’s ability to diagnose the problem and having the part on truck, thereby avoiding wasted time. We are actually less expensive because we know what we are doing.”
Steve adds, “Yes, there are times when unanticipated issues crop up as we are doing the work. In these cases, you are only as good as you are in the moment. For example, when your plumber is onsite and an unforeseen manufacturing flaw in one of the pipes causes it to burst, don’t you want the professional who knows what to do to be the person on the job? I believe our technicians are trained, prepared, and always trying to be the best they can be for our customers.”
People want the best experience they can have with their plumbing, heating and AC services. That’s why they are looking at companies and pricing online. But price does not guarantee satisfaction that things will work out.
“Our clients trust us because we have taken away that fear factor. We go out and we do the job. We charge a fair price for what we do to stay in business. It could be a water problem or a problem with the product itself. Such as hard water or rusty components. All factors come into play.”
But decisions are usually made on trust. Paradigm looks forward to gaining your trust and removing that fear factor associated with the unknowns of your plumbing, heating, and air conditioning needs. Give us a call today to answer your questions and concerns.
