What makes you a heating hero?
Just like Spiderman, I will do everything it takes to get the job done! Ensuring my company provides the very best service is top of my agenda. I have tons of energy, vision and am a dedicated leader.
Give an example of a situation where you have gone above and beyond?
I attended an installation that was underway by one of our team of Engineers whilst wearing my best suit. The job was lagging behind, so I put some safety shoes on and helped install boilers and a roof-mounted flue. I got covered in tar and ruined the outfit, but it was worth it.
What’s your unique superpower?
Because even when I’m not physically in the office, I’m still keeping an eye on everything and ensuring the business is running smoothly – hence being The Invisible Woman! I am caring, honest and passionate about giving amazing customer service.
We had a call from family who had no hot water. They’d tried to get it fixed with another company but were unsuccessful – and experienced really bad service. I made sure we got an engineer out to survey their hot water system that day. I called different suppliers and ordered two immersions for the family, so they could have hot water. I worked hard to make sure their journey with us was a good one.
What is your unique superpower?
My superpower is leadership, as my priority is to have a happy and focused team around me. I’m also able to analyse customers’ needs and give them the best service, from start to end.
Because I will stop the earth from spinning until I solve the problem. I want customers to feel I’m their hero when it comes to sorting out boiler issues.
When a customer wasn’t happy with noisy boiler, I visited them in person and immediately sought reassurance from the manufacturer that it was working as it should be, to put their mind at ease.
Empathy and compassion.
Like Elastigirl, I stretch in all directions to cover any job that requires doing, whilst holding everything together. I also have great empathy and a willingness to help.
Sourcing and ordering taps for one of our Homeshield customers, as our supplier no longer stocked pop-up waste. This saved the customer from having to remove the bathroom sink.
Making the customer the hero!
I am kind, empathetic and always put myself in the customers’ shoes. This way I can understand the customers concerns and address those accordingly.
I once made a 30-mile trip one night to drop off heaters to a customer, who was waiting on the delivery of new parts so his boiler could be fixed. His wife was ill and we didn’t want them to be cold during the night, so did what we could to keep them comfortable until we could come and fix it.
I’m a speedy typer! And I’m also very understanding, which helps when dealing directly with customers.
My hair is the colour of a Moroccan sunrise, so the orange-coloured Human Torch is a fitting superhero! I also have great ability to think on my feet and find solutions to problems.
We have to respond when our customers need us, even if it’s outside of working hours. A number of times I’ve remained at work late to complete a job to work around the customer’s availability.
What is your unique super power?
Doing two things at once – installing boilers and chatting to customers!
Going the extra mile to make customers smile. Like The Thing, I break down any obstacle to complete any mission.
Give an example of a situation where you have gone above and beyond
When a customer had no heating and hot water, I travelled 40 minutes after hours to fit a new pump. I worked until 9:30pm to make sure the customer had heating and hot water again.
Persistence – I won’t quit in my mission to help.
Because like Thor, people look to me for support in difficult situations. I always do my best to help out others, whether its customers or colleagues. And, like the God of Thunder, no situation phases me!
One Friday, I was sent out to reconfigure an ATAG one control, which requires the internet. The customer was having issues with their connection, so I offered to pop back the next day (a Saturday, unpaid) to rectify the control once their internet was sorted.
Selflessness – I’ll always offer help to those around me.
My ability to manipulate water (in a plumbing sense, of course!) makes me a little bit like Aquaman. Also, helping get customers’ heating or hot water back on in their time of need.
Give an example of a situation where you gave gone above and beyond?
I’ve often worked late to make sure customers’ boiler installations are completed the same day.
Fixing leaks and working in a tidy manner.
I’m a great problem solver, enthusiastic and patient.
When a customer was having a bad day, I brought them some flowers.
I can make anyone laugh!
I lead by example and give 100% effort, every day. I always work as fast as I can and to a high standard, with minimal mess!
Working after hours to ensure customers are satisfied.
Whether it’s colleagues or customers, I have a unique ability to put a smile back on people’s faces.
I am cheerful, patient and willing to help others, whether it’s another member of my team or customers. I’m also the queen of multi-tasking!
When a customer contacted us to book a boiler service, he told me he had misplaced some of the documents for the boiler we had installed earlier in the year. I did everything I could to ensure he got a copy of his warranty and Gas Safe certificate as soon as possible.
What’s your unique super power?
Going the extra mile to meet the customer’s needs.
Even when I’m extremely busy, I always put our customers first. I dedicate the time to make sure they are well looked after – however long it may take! Like Supergirl, I’m kind, cheerful and love helping others in need.
A customer needed a broken shower replacing, but the one they had was no longer produced. We took away the hassle and stress of finding a new one, by doing it for them. I rang the manufacturer and discussed suitable alternatives. I ordered a replacement and organised for one of our engineers to collect it and fit it – all on the same day. We had one happy customer!
I am extremely empathetic and always try and put myself in the customer’s shoes/situation.
Wonder Woman loves helping others – and so do I. I always try to be sympathetic to each customer’s needs.
A customer who is blind rang to say she didn’t have heating or hot water, as she couldn’t top her water pressure up. I arranged for engineer to call that same morning to get it back up and running.
Putting the customer first.
Like The Flash, I’m fast and strong – which means I’m often the one tasked with carrying boilers into properties! I’m also keen to learn and focused.
Working out of hours to get jobs completed, ensuring that the customer is left satisfied.
Brickwork around old boiler flue locations – my repairs are out of this galaxy!
Because I’m capable of doing anything – a bit like The Hulk! No job is too big.
I once worked as fast as I could and stayed late to make sure an elderly lady did not go without heating and hot water for long.
I’m very approachable and aim to get customers back up and running as quickly as I can.
Dash is quick, small and never gives up – and neither do I. I always take the time to have a chat and am pleasant with customers. I also think it’s important to keep their houses tidy.
It’s not just about fitting boilers – it’s the other little jobs around our work that make the difference. I once helped put a customer’s cupboard back in place after an installation and have even helped elderly customers up the stairs.
The ability to fit into small spaces.
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