In the plumbing and heating industry "controlled mayhem" is the order of the day! With well over 10,000 parts that have to be installed, replaced, or repaired in an infinite number of locations and arrangements, preparing and organizing for every situation is impossible! Improvising, being fast on your feet, having the ability to access new information, all play an important part in a plumber's ability to solve a problem. In an industry where more often than not, a mechanic can find him or herself alone in a darkened basement or worse- a critter infested dirt crawlspace, it is their knowledge, outside resources, and modern technology that can come to the aid of the conscientious plumbing contractor, reducing labor costs while also increasing profits.
Every plumber must pass a rigorous exam in order to be licensed, but a vast amount of knowledge comes from the task-orientated experience gained in the field. Plumbers with this kind of knowledge make the best "lead" plumbers or job supervisors. An experienced plumber, because of the many situations he or she has been exposed to, has the uncanny ability to assimilate, effectively applying knowledge obtained in prior experiences, to new and demanding situations. Often it is this type of knowledge that is most effective during problem solving. Critical thinking skills help the lead plumber determine his or her approach. A good lead plumber/supervisor in the plumbing and heating industry will take inventory of the many different ways in which to solve a specific problem before deciding on the best possible method of repair for each individual situation. The pros and cons of each proposed method must be well thought out based on several factors which include, but are not limited to: long-term benefits, time constraints, cost, availability of materials, and finally, the customer's approval of both method and cost. Once the method has been decided upon and the customer has agreed to start the work, there is still the possibility that the mechanics will encounter more difficulty than they first anticipated, or that there are more obstacles that must be addressed first in order to make the original repair or installation.
At this point in the process, the supervisor will consult with the individual responsible for payment, as their approval is a must before any additional work over and above the initial estimate can commence. Some conditions may even require written approval. Knowing your customer's spending habits as well as understanding their personal requirements in regards to "mechanical fitness" is very helpful. Some individuals lean towards quick, inexpensive repairs, while others demand only the best possible methods that yield long-term results- cost being no object. Knowledge of both job and of customer is very important to the supervisor who will make all the important decisions on site, reporting later to upper management or in some cases, ownership.
The telephone and the Internet have become just as important as a pipe wrench or an acetylene torch to a plumbing contractor in the new millennium. A phone call or email to the right person can help clarify installation requirements, code restrictions, assist in repair procedures, and help access parts. Management's job is to do their homework prior to the job start date, avoiding wasteful time trying to gather the necessary information with a work crew already on site and ready to go. In the plumbing industry local supply houses frequently have the answers to many of the tough questions concerning product, but when they do not, they have the ability to put contractors in touch with the individuals that do. The next step in this information search is to contact a manufacturer's rep company, which should be very familiar with the products they sell. If they are not knowledgeable enough to suggest a solution, they will refer the contractor directly to the manufacturer. There he or she can speak with the technical department or in some cases, directly with the engineers who designed the product in question, where the insight they share usually leads directly to the best possible solution. At this depth of trouble-shooting, the information gets very technical, and developing relationships and having the ability to access knowledgeable individuals at this level will make any plumber a better mechanic.
Although wrenches and torches remain the stable mates of a plumber's arsenal of tools, the telephone and the internet are every bit as important to the modern contractor in the new millennium. Of the 10,000 or more parts that are available in the plumbing industry, there is none more important than the one you do not have. Having access to a full array of outside resources can reduce the anxiety involved in locating it. Knowledge of your industry is important, but understanding your customer's needs and being able to fulfill them, keeps a steady stream of repeat customers on the books. The ability to organize in an efficient manner is management's primary concern, but being able to react to difficult situations in a controlled manner reduces employee anxiety, facilitates results, and keeps your customers happy. "Controlled mayhem" is the order of the day in the plumbing and heating industry, but a good manager remains calm, organized, and uses technology, outside resources, and knowledge to keep it all under control.
This article is taken from business strategy blog
1 comment:
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