Creating Customers for Life
By Bruce Frankel
When you meet Paul Freer the founder and owner of PF Plumbing Contractors, Inc., it is easy to understand why this business can deliver on their mission to create “Customers for life.”
“It is not just about meeting client expectations but making a conscious effort to take that extra step to provide a little more,” Paul Freer commented. Paul’s warm, soft spoken down-to-earth style is reflected throughout the entire company. His core principles have been a staple of this plumbing service since he started it with his wife Teresa in Winston-Salem back in 1985. Since then, the two have focused on providing a premier plumbing service dedicated to delivering a high standard of customer satisfaction.
Today, the extensive scope of PF Plumbing services for both commercial and residential properties is comprehensive and complete. These services include; water and sewer line repair or replacement, well and septic conversions to city services, complete bath and kitchen remodels as well as pump tank installations. The company’s focus on professional installation is very important when considering issues such as water efficiency, long-lasting pipe materials, water pressure, available space, and cost. They even have a separate division for waterproofing basement and crawl spaces that repairs structural foundations and walls. They can also install window wells that allow for more natural light and ventilation into an otherwise dark and drab basement.
The 80 plus dedicated staff members, from customer service representatives to expert technicians, strive to build relationships with all clients through effective communication and the appreciation that each client and job is different. Whether it is a planned technician service call or a situation requiring emergency assistance – all customer calls and inquiries are handled in a professional, courteous and timely manner.
The exciting news for Kernersville area residents is the recent merger incorporating Jimmy Idol Plumbing Company into the team at PF Plumbing. This second generation, 45-year-old local family business was a natural fit with their mutual commitment to providing quality service and maintaining solid relationships with their clients. The combined resources will afford enhanced efficiency benefiting all clients.
Often, the first time we call a plumber is for an emergency situation where a plumbing issue needs to be addressed. Contacting a knowledgeable and trustworthy professional can make all the difference. When a PF Plumbing technician is called in, you know they will show up at the scheduled appointment time, assess and discuss the problem with you, offer options and provide a fixed estimate before work begins. Paul Freer believes that there should never be any surprises and expects all employees to be reliable, competent and friendly. Always ready for any emergency, all trucks are fully-stocked to help resolve the problem as quickly as possible.
To have a qualified plumbing technician come out and make a comprehensive inspection and identify the extent of the plumbing problem, a modest dispatch/service fee is required on each initial appointment. This is a standard fee and basically covers the costs incurred for the plumber to travel to your home or place of business.
To let customers become more proactive in maintaining and protecting their properties, PF Plumbing provides a Service Partner Program with one low monthly fee. Some of the benefits include: an annual 100-point home system check to ensure your plumbing systems are in a safe operating condition as well as alert you to any potential problems, receive a 10% discount on all work, and an extended 2-year warranty on all repairs and priority appointment scheduling for service.
What makes PF Plumbing truly unique is the company culture that both Paul and Teresa Freer had established when they first founded the business and is still noticeable today. Paul has always had a clear vision that having a great qualified staff and treating them like family was the right way to build the business.
He also believes the best way to grow the business is through customer retention and referrals. The myriad social media reviews and testimonials all speak volumes of the highly rated customer satisfaction results.
Of course, family is important to the Freer’s. With their daughter Lauren, a 30 year old radiation therapist who also happens to be a nationally ranked drag racer, this close family often spends time together.
“One of the best benefits to growing the business is the ability to give more back to the community,” Paul stated with a satisfying smile. Throughout the years, PF Plumbing has been generous sponsors and supporters of charities and non-profits focused on helping the community.
“I think the most satisfying aspect of my business,” Paul continued, “is the ability to grow the employees personally in their skills, to have had the flexibility to raise our daughter Lauren and to give back to the community.”
To learn more about how PF Plumbing can help you will all your plumbing needs, visit their website: www.pfplumbing.com or call 336.778.2008.