Tag Archives: Customer service

Drain Doctor’s youngest franchisees look to the future

NEW Leicester_7_2_11 - CopyThe youngest franchisees in the Drain Doctor network, Yasser Yusean and Samantha Brain – who are both in their mid-20’s – are showing that age is no barrier to success in franchising.

Yasser (24) and his partner Samantha took on the Leicester franchise business of Drain Doctor Plumbing (www.draindoctor.co.uk) offering emergency plumbing and drain repairs in the city and the surrounding villages back in 2011.

They run the franchise between them. Yasser is responsible for the technical side of the business and marketing activities while Samantha deals with the accounts and day-to-day running of the business.

Taking on a Drain Doctor franchise was the obvious choice for Yasser, who has always worked as a plumber. He started with Drain Doctor as a part-time assistant while he was still at school, coming to work at weekends, before being employed as a technician with the Drain Doctor franchise in Derby.

“Working as a technician I already knew all the Drain Doctor systems. When this franchise became available it made sense to take it on”, said Yasser.

“Drain Doctor has a proven system. It offered a recession-resistant opportunity where I can be an independent operator running my own business but with all the back-up that comes with being part of a large national organisation.

“The last few years have been hard work and we are now in a good position to begin expanding. We are looking to take on a new technician and van in the near future.”

Samantha added: “When Yasser said he wanted to take on the Leicester Drain Doctor business I gave my full support. I thought that it was a perfect opportunity to run our own business and use all the skills I have to provide ‘dazzling’ customer service.”

Yasser enjoys the challenges of the business, particularly the emergency work, and getting to know new people through his ongoing marketing efforts.

“I am regularly out introducing myself to new customers, both commercial and domestic, and I enjoy helping out on national accounts. The Drain Doctor network is a great opportunity for young people with energy and a strong ambition to run their own business.”

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Drain Doctor celebrates 20 years

Peterborough-based Drain Doctor Plumbing

Jan and Freddie Mitman cut a cake to celebrate Drain Doctor’s 20th anniversary.

Jan and Freddie Mitman cut a cake to celebrate Drain Doctor’s 20th anniversary.

– the UK’s premier combined emergency plumbing and drain repair service – is planning a year of celebrations to mark 20 years in business.

The company was launched in the UK in 1993 by husband and wife team Freddie and Jan Mitman who are still ‘at the helm’ today.

They started with just a single ‘test’ area before starting to sell franchises to motivated individuals who wanted to build their own businesses with the benefits of a national brand.

The company swiftly expanded and Drain Doctor Plumbing now has franchisees across the country.

The business has been built on the Drain Doctor ethos of delivering ‘dazzling service’ which includes a full guarantee on all work, a genuine 24-hour service with no call-out charge and no extra charges for calls outside of normal working hours. Customers get a fixed price quotation so they know exactly how much they will have to pay before work is started.

Technicians are trained not just with technical skills – including the latest techniques such as closed circuit camera drain surveys and no-dig drain repairs – but in customer care. As well as a full set of tools and parts each Drain Doctor van carries a special red carpet which is used to protect the floor in the working area. The technicians wear overshoes while in customers’ homes and clear up carefully after every job.

The company is a full member of the British Franchise Association and franchise sales director Jan Mitman was recently elected as chair of the BFA’s Midlands Forum.

Company chairman Freddie Mitman said: “The continuing success of Drain Doctor is testament to the hard work of our franchisees as they develop their businesses.

“Particularly over the past few years, when the economy generally has been in poor shape, our franchisees have demonstrated that with the Drain Doctor system it is possible to grow a profitable franchise business.

“We are delighted to be able to mark our first 20 years in business and are now looking forward to the next two decades!”

Drain Doctor franchisees across the UK and Ireland, together with their customers, will be invited to join in the celebrations as the 20th anniversary year gets under way.

  • Drain Doctor Plumbing – 0800 3357 999.

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Recession busting North West Drain Doctors celebrate national award

Drain Doctor Plumbing chairman Freddie Mitman (centre) presents Kevin and Dawn Preston with their Franchise of the Year award.

Drain Doctor Plumbing chairman Freddie Mitman (centre) presents Kevin and Dawn Preston with their Franchise of the Year award.

Preston-based Drainage Investigations & Solutions, a franchise business of Drain Doctor Plumbing which covers the North West of England, has crowned another successful year by being presented with the Franchise of the Year award at the national group’s annual awards ceremony.

Group founder and chairman Freddie Mitman presented franchise owners Kevin and Dawn Preston, representing Drainage Investigations and Solutions, with their trophy at a gala awards night at the Devere Village St David’s in the historic Cheshire town of Chester.

The award is given to those franchisees who have not only generated outstanding financial results related to the population of the area they serve but have developed good customer relationships, are good Drain Doctor ‘team players’ and follow the Drain Doctor ‘system’ to provide dazzling levels of customer service.

Freddie Mitman said: “Kevin and Dawn are among our longest-serving franchisees and are very much a part of the solid backbone of Drain Doctor Plumbing. The company wouldn’t be the same without them.

“Since they joined us Kevin and Dawn have grown their business every year, going on to develop the North West Consortium together with Nick & Lisa Birtles, the franchisees from Lancaster They are both husband and wife teams which have shown themselves to be committed, loyal, ambitious and knowledgeable. They are a wonderful model for other franchises to follow.

“They have demonstrated the strength of the Drain Doctor system in delighting customers with first-class plumbing and drainage services and they are now reaping the rewards. Winning the Franchise of the Year award is testament to this.”

Kevin added: “The Franchise of the Year award is recognition of the hard work the team has put in to provide people throughout our operational area with dazzling plumbing and drainage service.

“This would not have been possible without us all working together and I am proud to have such a dedicated and loyal team. Drain Doctor Plumbing rewards dedication, enthusiasm and customer care and we are delighted to have picked up this award.

“Success is the product of a national identity coupled with a proven system and the ongoing training and motivation of our technicians. Despite the current recession our new and returning customer base is increasing and we have expanded accordingly.”

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What’s your best Drain Doctor Plumbing experience?

Drain Doctor Plumbing customer

“Here’s the problem” – a Drain Doctor technician shows a customer what needs fixing.

Mr Rooter Plumbing – which is Drain Doctor’s opposite number in the USA – is celebrating ‘Get to know your customers day’ (no, we didn’t know there was one, either!) with a competition to find the best customer experience with Mr Rooter.

We are not running a competition here in UK but the American idea did inspire us to write this note to ask customers to tell us about their best experience with Drain Doctor Plumbing.

Of course, providing ‘dazzling’ service is the norm for Drain Doctor technicians – but is there a member of the Drain Doctor team who has truly ‘gone the extra mile’, above and beyond even Drain Doctor’s standards, to solve a customer’s problem? If so, we would love to hear about it!

There’s no prize on offer but we would be happy to feature the story here on the Drain Doctoring blog and give the technician involved a public ‘pat on the back’ for outstanding service.

(And, if you want to know more about ‘Get to know your customers day’, let us tell you that it is the third Thursday of every quarter in the USA. The idea is that on this day business executives should get out from behind their desks and instead ‘work on the front line’, meeting real customers.  We haven’t heard of anything similar on this side of the Atlantic. Have you? If so, please let us know.)

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Digital technology boosts the Drain Doctor customer experience

Drain Doctor prices its jobs before work starts according to a national pricing menu.

Drain Doctor Plumbing and Drainage has launched a new digital customer interface system to ensure that its customers experience an even better service. 

Using a mobile device and digital pen technicians can produce an on-the-spot digital invoice for each job. The customer signs it using the digital pen and it is then sent straight to the network’s global back office system. 

However, the firm is retaining its national pricing menu to enable its professional technicians to give customers expert face-to-face advice and agree pricing before work commences. 

The PaperIQ system allows franchisees and their technicians to give exceptional levels of customer service without any of the dehumanising effects of many of the electronic systems available.

Drain Doctor is also launching a new smart phone friendly mobile website and an enhanced corporate website to enable its customers and franchisees to interact using the latest social media technology. 

Using social media to gain customer feedback on their service experience is vital to the future and growth of the business. The ever increasing use of internet and digital mobile technology makes this area of business too important to ignore.

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