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FEATURE
Tell us about being a plumbing contractor !
By
Rory Macnamara
In this , the first of our series , we learn how Dean Cane of BrightServe Plumbing became a plumbing contractor .
Plumbing Africa asks no questions , the interviewee just talks .
“ I had no intention of becoming a plumber when I left school and I became a plumber by chance ,” says Cane .
“ A relative of mine ran a plumbing business and he invited me to join him . So began my plumbing career in 1995 . My parents were not happy , but I forged on .
“ After spending the better part of 20 years in the industry , I have seen the good and the bad . Having experienced both sides of the plumbing coin – maintenance and contracting – has provided me with a broader view of the industry and I have learnt the pitfalls that can befall a plumber , or any tradesperson for that matter . Both are tough and hard but worthwhile if you commit yourself to the chosen path and are prepared to learn .
“ It was these lessons that provided me with the ability to establish a run my own business today .
“ The maintenance side is very face-to-face , and you ’ re dealing with people that really do not care about the technical side of plumbing , but rather that the blocked drain is unblocked , that the tap stops leaking and the many other issues the consumer is faced with when the plumbing stops !
“ What the consumer wants is to sort out the problem so Ms Jones can have a nice bath and Mr Jones can enjoy his shower , both after a long day of work . The everyday dealing with consumers and respecting them as customers is important . Be aware of their space . They have asked you to come and sort out the problem , but it does not entitle you to arrive poorly dressed , dripping oil over their driveway , and treating the customer like you are doing them a favour .
“ Bad news travels fast . It is so easy to believe that once one has a qualification and is working for a boss , which may or may not be ideal , that it is easy to go out on your own . If it were that easy , just think how many plumbers we would have . I speak of qualified plumbers , of course . Before doing this ask oneself , what do I know about : planning , pricing correctly , is my time management good , do I have the experience to go it alone , and so on . The world is a lonely place when starting a business .
“ Plumbers are never taught the soft skills of business . As a plumber , one has the technical knowledge , understands the value of quality products and how to do the job , but that is only one part of it . One needs to understand the customers , how people think . Invariably the customer is angry when one gets to the call . They are frustrated and not in any mood to dive straight
Dean Cane
into technical talk until you have listened and allowed the customer to calm down . Speak softly and politely , arrive on time or if not , call the customer to show you care , and on arrival check where your vehicle is parked so as not to cause inconvenience to the customer . Once you have listened carefully , you will be able to offer the solution ( s ). Professional service provides the customer with the best service experience which includes tidying up after leaving the customer feeling good and happy . This is what builds up a business .
“ On the contracting side , whilst there is always a customer , this person is not visible because they engage in the bigger side of their business . Here one is dealing with the main contractor and the engineer in some cases . They want the job done according to the contract ! This does not mean they are not human , but getting the job done is paramount . One ’ s planning must be spot-on , be prepared for 99 % of eventualities to ensure the work is complete , and on time .
“ So , why did I become a plumbing contractor ? By chance . But it was the best chance I ever took because in my 20 years I have learned so much from people around me , that I can open my own business fully in the knowledge that I learnt from the best , listened , and applied such guidance and advice .
“ I can now pass this on to my team to enable them to grow and to follow the path before them .
“ Finally , without passion one is dead in the water . If you cannot be passionate about what you do and have the ability , through your actions , to share that passion , you will limp along a very unhappy and disillusioned person .” PA
© Plumbing Africa | Rory Macnamara www . plumbingafrica . co . za @ plumbingonline @ plumbingonline @ PlumbingAfricaOnline February 2022 Volume 27 I Number 12