From the day I founded Pimlico Plumbers back in the 1970s everything I did was aimed at making sure my customers were 100% satisfied.
Much has changed in the plumbing world in the 50 odd years since I finished my apprenticeship, especially at Pimlico Plumbers. But I never thought I’d see the day when customer satisfaction wasn’t the business’ number one priority! How wrong was I?
You only have to look at the fortunes of Pimlico since its new Americans took ‘control’ to see what happens when serving your customers becomes less important than keeping the workforce happy. Call me old-fashioned but what kind of boss lets employees call the shots?
Pimlico used to have a 24/7 fully staffed call centre and engineers ready to respond to customer emergencies at all times, night and day. Now the whole company shuts up shop from late evening, leaving customers to fend for themselves.
You don’t need to be a rocket scientist to figure out that pulling the plug on night operations at night is a great move for workers and a potentially disastrous one for customers.
Personally, I think Pimlico are in dangerous territory since they are still claiming to have a 24/7 service in their advertising when it ain’t true. How long will it be before they get a call from the Advertising Standards Authority, or worst still get sued by a customer who relied on a 24-hour emergency service, but when they needed help there was none?
More broadly the problem is all this ‘flexible working’ nonsense. Companies are getting bullied into reduced hour contracts; home working days, and four-day weeks, none of which benefit a business or its customers.
The good news is that bosses who haven’t surrendered control of their businesses to their workforce are set to benefit from the situation. Look no further than WeFix. Our 24/7 operation is busier than ever, serving our customers at all hours, night and day.
Interesting fact: talking to my call-centre manager Jonathan the other day and he reckons 60% of WeFix’s work is coming from ex-Pimlico Plumbers customers.
Long live The King!