BEFORE
AFTER
Ahead of the Curve
Looking ahead, SMART Plumbing Hawaii is happy to announce that we are reopening all lines of business for plumbing service and contracts. While standard safety protocols for employees and customers will remain in effect, we will be able to accommodate all aspects of your plumbing needs again.
The Covid-19 Pandemic has been unprecedentedly difficult and now that we have reached the tail end of the Pandemic and vaccinations are nearing a majority within our Hawaii Island community population, we will be resuming non-emergency plumbing availability effective immediately.
We continue to grow our team; therefore, availability may remain limited until we reach adequate
staffing to accommodate the volume of job requests we process during the work week that serve you
within our schedule.
We are making a few changes that will reform our customer engagement while making strides to hone
in on our brand experience.
- Website chat function that links you to live dispatch during working hours and message service on off hours.
- Development of Customer Dashboards that will allow you to access all transactional data
from start of engagement, to scheduling, to technician reports, photos, warranties, inspections, maintenance contracts and completions, payments, estimates, invoices and
plans; anything related to the plumbing on your property that we had a hand in, will be documented on your Dashboard and you can also easily reach us via chat, text, email or
phone, right through your Dashboard. - Development of an automated Site store for custom plumbing maintenance contract
packages, fixture sales and package scheduling options, flat rate plumbing service
appointment processor and other exciting features, coming soon. - Hourly rate changes. Since we opened our doors in 2015 we have had two rate increases,
while a portion of our customer intake volume will be on a 15% higher hourly rate, our rates
will scale on a tier based on vicinity and repeat business, with the most favorable rates
reserved for our recurring customers who are on one or more of our plumbing maintenance
contracts.
We want to express our gratitude for continuing to support us and remaining loyal as we keep safe and move forward to a better future for Hawaii Island in the wake of the Covid Pandemic. Please let us know if you have any questions and or concerns and we will be happy to address them for you!
Mahalo nui loa and Aloha from the SMART Plumbing Hawaii Team!
MARCH 20, 2020
PIVOTAL MOMENTS.
Please be advised that we have made extreme changes to our essential operations and processes due to the
Coronavirus. The following information serves as important announcements to keep our community safe,
protected and updated.
SMART Plumbing Hawaii services are being restricted to EMERGENCY and essential plumbing needs ONLY.
We will NOT be charging our customers Emergency Service Rates; however, we are applying for the Paycheck
Protection Program in hopes we can get those funds which will be used to provide our technicians with the
Hazardous Pay they deserve.
Plumbers are essentially Sanitation Health Workers. All of our technicians are taking extreme risks of
unknown exposures, therefore we consider each plumbing service call a hazardous environment. During each
call we take protective measures to the extreme which means the service call will take longer than usual.
Because of the nature of our jobs, we have elevated exposure levels to unsanitary conditions when working
with wastewater plumbing fixtures such as toilets, so normally our technicians are mandated to wear PPE we
equip them with. However, we now have an invisible threat lurking in unknown places, this is why we now
require our technicians to wear additional PPE continuously on EVERY JOB! And why we require all of our
employed tools, equipment, vehicle and person be disinfected following each and every service call before we
can take the next call.
This extreme process puts a huge constraint on our scheduling and unusual demands on our technicians, but
we assure you these protective measures will help to protect our staff and customers from this disease. Also,
please keep in mind that we are not a 24/7 company and that we operate Monday through Friday during
regular business hours and Saturdays when we need to accommodate higher service call volume.
We remain proactive in our situational awareness within the COVID-19 Pandemic and will remain committed
to the highest standards of cleanliness and care because we want our community to stay safe! Our aim is to
solve our emergency plumbing situations safety and effectively. These important operational and process
changes we have implemented serve to protect our employees, their families, our customers, their families
and our community.
We know it's tough, we know it's scary, but working together doing the right things we will get through this
and be better for it.
Aloha from the SMART Plumbing Hawaii Team!