MAINTENANCE
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Combining longer-term construction jobs with emergency maintenance jobs improves response times.
responsiveness. A drain-unblocking machine
is on site all the time, and consequently takes
just minutes.
Other factors which make these complexes almost
a captive market for Burgess is that having a team
permanently on site it does not require a call-out fee.
Another significant advantage is that its plumbers
are constantly on the alert for plumbing problems,
such as a stream of water in the parking basement
and can report problems to the facilities manager
even before they’re aware of it themselves (see
photo of the basement leak at Melrose Arch). “When
a team isn’t busy, they walk around, check out the
common areas and bathrooms, photograph any
problems and we quote immediately. We’re helping
them because they don’t need to walk around and
assess problems themselves.”
This also allows for the acquisition of the individual
tenants of the complex as clients. Responsiveness
is aided by having a branded golf-cart to get around
the vast area of Melrose Arch.
There is of course no ‘captive market’, says
Hopcroft. “We have to constantly maintain an
interactive relationship with clients and deliver a
consistent level of service. We also have the backup
of the broader company – anything we get stuck
on we can call upon one of our more experienced
managers for advice.” This includes major
construction, where Hopcroft can call on Burgess’
Contract & Construction division. PA
October 2019 Volume 25 I Number 8
By spotting problems before the facilities manager, Burgess Plumbers prove their worth.
www.plumbingafrica.co.za