Question 1

Are you an insured business and do you guarantee your work?

Accepted Answer

Yes we are fully insured and we guarantee our work, we clean up your site after we have been, and leave it cleaner than we found it. We notify you of any maintenance issues we observe while we are on the roof (in writing if required) so you can show it to a contractor to instruct them what needs to be done. We are careful with gates not to let any pets/children to escape. We treat your property with the care and respect all homeowners have a right to expect.

Question 2

How did you decide to get into your line of work?

Accepted Answer

4 kids under 5, had to give normal careers away and do something with a bit more flexibility and now I also employ people who need that flexibility to get oriented to get launched into mainstream employment.

Question 3

Do you have a favourite customer story you would like to share?

Accepted Answer

Pulling out impresively developed gum trees growing in the gutter, looking around at all the different gum trees around the house I wondered out loud, "Wonder what kind of gum trees these are?" Quick as a flash the response came from below "Gutter Gums!"

Question 4

What do you like most about your job?

Accepted Answer

We love working outside in the fresh air, (we never work in bad weather for safety reasons) We love meeting our new customers, being appreciated for the work we do, and being able to take pride in our work.

Question 5

What questions should a customer ask to hire the right service professional?

Accepted Answer

Are they insured? Do they have harnesses? Will they invoice a reciept? Will they accept a payment or demand cash only? Will they clean up after? Will they provide a roof condition report? Will they provide a report in writing if required so you can explain to the right tradesmen what repairs might be  required? Will they guarantee that they will stick to their quote?  Will they charge less if the job takes less time because there were no leaves on one side of the house?

Question 6

What questions do customers commonly ask and how would you answer them?

Accepted Answer

You do not have to be home when we come, as long as we have access.We just do the work and leave the invoice in your letterbox. We do big scary 2 storey roofs, we have harnesses and insurances. We always work 2 together for safety. We bag all the guttermulch from the gutters and put it where you tell us to. We do not just throw it off onto your paths and gardens.We clean up after we have been. If you have spare tiles we can change the odd broken tile, but we are not tilers nor do we interfere with any tiles that are connected to the mortar. We do not do repairs, we will give you a written report that will tell you what needs to be done, so you can hire the right professionals to do it. We are fine with dogs and careful with the gates. We replace the dogs water if we get it dirty. It is a good idea to not have washing on the line when we come as some dirt can blow off the roof to below despite all care. You can pay us direct debit over the internet, deposit at a bank, post a checque to our po box or by bartercard.Some people pay cash to us or get the neighbour to give it to us. We always give you a proper tax invoice/statement so you can keep proper records and claim it either from the tax office for your home office, business premises maintenance, negative gearing expenses or from the local council for the home maintenance allowance for our older pensioners.

Question 7

What makes you the most reliable and trustworthy person for the job?

Accepted Answer

We have been in business for over 10 years and we don't advertise anymore. Our customers refer us to others and we rely soley on our good reputation to maintain our customer base. We are very pleased that our customers give us good references both verbally via the grapevine, and on www.wowmow.com.au (word of mouth on the web) and other sites

Question 8

Why should a customer hire you over another service provider?

Accepted Answer

We have been in this business for over 10 years. We are experienced, professional and insured, provide roof condition reports, and proper invoices, we do clean up after ourselves. We are a social enterprise and employ and train people from disability and disadvantaged backgrounds.

Question 9

What are the typical things that you need to know before you can provide a quote to a customer?

Accepted Answer

What is the address of the premises to be cleaned? If it is a rental, what are the contact details of the tenant, and a good contact time, so we can make arrangements to visit the site to quote it? Are there security gates or dogs that we need to organise access to see the property? What are your contact details (if different to tenant), so that we can send you a written quote?  Are you being flooded? (You get fastracked onto my emergency list) Are there time constraints? ie is the house being cleaned up for a photoshoot for a realestate agent for putting it on the market by a set date for new tenants? Do I need to make an appointment with you to be there when I quote it, if you need to show me any  particular trouble spots in person.Do you need another copy of the quote sent to a third party?

Question 10

How can a customer save money before you start the work? Please give 3 tips

Accepted Answer

a) If the customer can work out from the ground how many lineal metres of gutter needs to be cleaned (one big step=1 metre) and is happy to have a chat about the whole of the job and answer questions about the house, we can often work out a quote over the phone and this saves time and money that is deducted from the overheads we put on a job to cover the fuel and time expenses of having to go out to quote a job. b) If there are trees that you are planning to have trimmed or cut down on your block, do it before we come out so we don't have to trim through the trees on the roof just to get access to the gutters, and so the gutters don't just get filled with sawdust after we have been. c) If you have a tiled roof, we often find the odd chipped or cracked tile on the roof that we could have easily changed over for you. Getting matching roof tiles for your roof from the second hand tile supplier direct, saves you the cost of us going and getting them. (We recommend you should always have 15 spare tiles for storm emergencies, they are only about $2.00each or $3.00 for new) d) We understand if you want to save money. If we cut branches off the roof and they are on the ground and you want to cut them up and put them in the bin yourself after we are gone, just tell us. We often just clean those really high parts of the roof the customer could not reach themselves, and do not do the entire roof if that is what you want. e) We also give a cup of tea discount if you make us a cuppa while we are working, because the boss is addicted to tea!

Question 11

Are there any special offers you would like to offer to Oneflare customers?

Accepted Answer

All of our customers are special to us, We do not discriminate. We do our best to help customers in financial difficulty not by reducing our services but by arranging to allow payment plans, or by cleaning sections over time so they can manage payments of the service.

Question 12

What makes your pricing competitive?

Accepted Answer

We do an excellent job for the money. We think we are competitive in "value for money" and are very thorough. We go the extra mile, cleaning tank filters, making sure the downpipes are not clogged, advising of problems we encounter and possible options.

Question 13

How do you normally charge for your service?

Accepted Answer

We  invoice our customers and are happy to recieve Cash, Checque, Bartercard, Direct debit to our business account, post a checque or money order to our post office box,

Question 14

Is there a particular aspect of your trade or industry that you specialise in?

Accepted Answer

We just clean roof gutters and give the customers very professional roof condition reports. We also do the roof condition reports independantly of the gutter cleaning service when required. Usually for the real estate agents, strate title managers and facility management companies who seek our services.

Question 15

What experience, skills, qualifications or training do you have to make you the right person for the job?

Accepted Answer

Leonie Mc Donald spent 15 years working and studying engineering in the building and mechanical services sector, including the indoor air quality and water treatment industry. She also has cfa training and brings all these skills into this industry and to her staff training regimen. We endeavor to train all our staff up to a very high level of understanding about this job and all its requirements and implications about construction, safety, insurance accountabilities, and proper procedures.

Guttergirls

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