Rydeau Plumbing uses a job management system to buck a peculiar trend in the trades industry. Photo: Ben Calvert.
Ever found yourself waiting on a tradie who never showed up?
According to Rydeau Plumbing business manager Lynley Stapleton, you’re far from alone – and she finds it a real head-scratcher.
“I’ve lost count of the number of times we’ve arrived for a quote or a job and the customer has been genuinely surprised that we’ve turned up,” she says.
“Sometimes when they call, they have come to us after making multiple bookings with multiple plumbers and none have turned up. I had one customer for whom it had been a six-month process to get the pressure on her outdoor tap fixed – a simple job we did on the spot in 15 minutes.
“It’s at the point now where turning up as promised and on time is the exception to the rule. It baffles me – why is this happening?”
Lynley, a former teacher, helps run Rydeau Plumbing alongside her husband, the company founder and a plumber with more than 25 years of experience, Ben Stapleton.
In charge of administration for a local family-owned and operated plumbing company, Lynley says the importance of customer care can’t be overstated.
She also can’t think of a legitimate reason late arrivals and no-shows should become “the norm” in the trades industry.
“Things can get busy and it might make sense to prioritise work over communication. But there are a lot of Canberra companies that do what we do – use one of the many available job management systems to help allocate bookings and keep customers informed,” she says.
“After all, customers often arrange their days around the expected arrival of tradespeople.”
Rydeau Plumbing is run by Ben Stapleton, a plumber of more than 25 years’ experience, and his wife Lynley who says the importance of customer service cannot be overstated. Photo: Ben Calvert.
To ensure they buck the trend, Ben and Lynley opt for a blend of automation and old-school service approaches. Customers receive a confirmation email with a two-hour window, a reminder text the day before the booking and finally, a text when their tradie is en route to the job, complete with tracking for a more accurate ETA.
“If there’s an emergency job that we have to prioritise, we’ll always call and let people know,” Lynley says.
“When customers call, they can count on speaking to me or for plumbing-related questions I can’t answer, I can transfer them directly to Ben, so they’re not waiting for callbacks.
“We’re parents and homeowners as well. We have been on the receiving end ourselves of poor customer servicecand we know how frustrating it is to be left waiting for someone who just doesn’t show up. That’s why Rydeau exists – we saw a need in the maintenance industry for a reliable, skilled plumbing services provider that offered end-to-end communication and excellent customer service.”
Rydeau’s commitment to customer care has not only earned the business stellar online ratings, but hasn’t gone unnoticed within the industry.
The business took out the first ever “Outstanding Service Award” at this year’s Master Plumbers ACT Awards.
“To be the inaugural winner of that award was really meaningful for us – especially in that category because exceptional service is something we strive for,” Lynley says.
“To be recognised by a body like Master Plumbers ACT was a testament to our commitment, and we couldn’t be prouder.”
For more information, or to make a booking that sticks, contact Rydeau Plumbing.
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