Question 1

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

Accepted Answer

Our business is fully insured both from a public liability perspective and through the Queensland Building Commission. We are often asked about our workmanship guarantee - as the general manager I can tell you that if we are at fault we will fix it for the lifetime of the job. Our reputation for this in the region is unbelievable, we pride ourselves on quality work and will always fix a problem to ensure our brand continues this high reputation

Question 2

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

Accepted Answer

Originally I was the field of electronics - I moved into plumbing seeing an opportunity to provide a better experience to customers in the trade industry. I believe that for a long period tradesman have been providing a substandard service for exorbitant prices. I wanted to change this culture and provide a plumbing business that customers could trust and rely on at a competitive price. Completing a tertiary education in business management and development we embarked on a 5 year journey to create this magnificent company!

Question 3

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

Accepted Answer

I once had a customer let call him Mr. XYZ. This customer had some terrible experiences with tradespeople in the region, so much so that his entire roof had collapsed from inferior quality workmanship. I went to see Mr. XYZ after a phone call from an insurance agent in regard to the job. I arrived on site to a very frosty reception, but continued to preserve to rectify the issue. Continual communication with this customer in respect to the quote and repair work saw Top to Bottom Plumbing being awarded the job. Work commenced and was completed on time. After the completion of the job I hired a boom lift and took Mr XYZ to the top of the property with a harnessing system so he could inspect the work, this was done free of charge. I also provided a third party building certification free of charge. He changed his attitude and thanked me for the job. I didn't think much more of it until a I saw a high performance  luxury sportscar pull up at the office one morning. It was Mr. XYZ, I greeted him at the door and he told me to jump in the car, we had breakfast at a nearby café with a coffee and caught up. He explained that he had never met a company or individual that provided such a turn around experience from something that went drastically wrong. I explained it was all part of our business, to cut a long story short Mr XYZ owner 15 different luxury apartment complexes in the the region and gave us the rights as primary maintenance contractor for these buildings. We continue to work for Mr. XYZ, sometimes I bump into him every now again and he gives me a wink and a smile.

Question 4

What do you like most about your job?

Accepted Answer

The variety of work and people we are exposed to! Not a single day goes by where I don't met another customer that has a unique issue. I enjoy talking to variety of people daily and providing a service that helps our customers no end. Some plumbing problems are quiet scary and it can be rewarding to have our customers thank us so much for our service.

Question 5

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

Accepted Answer

I believe that customers requiring a tradesperson in the plumbing field should always be asking the right questions to get good value for money. Is the tradesperson insured? Do they use quality materials? Do they have the ability to do the job? Are they accredited for certain jobs? Do they have the correct equipment? Will they provide me with excellent service? I have always been one to buy in the interest of value for money. A customer of ours recently said - "I can't afford to buy cheap" which I think is a testament to the industry. Don't hire the cheapest business as generally in this field they will cost you more money in the long run.

Question 6

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

Accepted Answer

Do you charge a service fee? No, we only charge an hourly rate and material cost - all day everyday  Are your quotes free? Yes we provide a quote service free of charge with a 48 hour turnaround  Do you provide an emergency service? Yes, a member is on call 365 days a year 24/7

Question 7

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

Accepted Answer

A large team of qualified plumbers coupled with the owner and general manage who are experts in the plumbing field. We are looking to provide you with a competitive and cost effective service with great customer service experience. Our automated systems ensure you are fully up to date with the job from quote to completion

Question 8

Why should a customer hire you over another service provider?

Accepted Answer

We provide real value for money - no matter the job big or small, our qualified staff are ready to be of service with upfront costings to ensure your getting what you pay for. Many of our customers consider our service to be the most competitive in townsville

Question 9

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

Accepted Answer

Believe it or not full details are something some of our customers fail to provide. We expect our clients to provide their full name, address for works to be complete, contact phone number and email prior to the commencement of work. A brief description of what is required is also a good starting point. Generally our free quote service then takes care of the rest!

Question 10

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

Accepted Answer

1. Ensure you know the full scope of your works required. If your not sure what you would like done it makes it very difficult for our team to quote you accordingly 2. We pride ourselves on being on time everytime and we expect that our customers ensure that they are available for our appointments as per their requests. Service fees may be applicable for appointments that are continually put off 3. Weekend work does incur a surcharge for our tradesmen. We are all family orientated and enjoy our time off like everyone else. If it is not an emergency work should be scheduled during the work week, this svaes our customers money on unnecessary charges.

Question 11

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

Accepted Answer

Top to Bottom like to provide a consistent service to our customers - if we receive your lead from one flare we will provide a 10 percent discount on the total quoted price. No questions asked!

Question 12

What makes your pricing competitive?

Accepted Answer

Our general manager prides himself on providing competitive pricing to our clients and ensures pricing is checked against competitors each month. If you believe one of our competitors can do it at a less expensive rate we are open to discussion and negotiation on our quotes.

Question 13

How do you normally charge for your service?

Accepted Answer

Depending on our customers needs of course! All vehicles are fully equipped with eftpos machines and work can be completed and paid for on the day. We also offer a free quoting service so our customers understand the cost prior to commencement of work. Alternatively cheques and cash payments can be made at our office. We also offer a 7 day invoice service

Question 14

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

Accepted Answer

At Top to Bottom we specialise in blocked sewers and drains utilising the latest high pressure water jetters and mechanical sewer machines. Our operators are professionally trained in the use of all equipment and can even show you whats inside your pipes using the latest CCTV and camera technologies! We can locate any breakage in your sewer or stormwater system fast and have a repair done immediately.

Question 15

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

Accepted Answer

Our general manager has over a decade experience in the plumbing industry coupled with the owner who has over 20 years! This dynamic combination gives our business a leading edge over competitors in the region. We are fully insured, licensed and provide services in specialised fields like CCTV inspections, hydro excavation, solar hot water accreditation and backflow testing

Top To Bottom Plumbing

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