How does find-a-plumber work?
The new finder, or lead-generation tool, puts members in front of qualified leads, fast. The finder is designed for consumers (not plumbers), and lets them choose a plumbing specialist from a list of easy-to-understand lay terms. Our aim is to make Master Plumbers the number-one consumer choice for reliability, quality and service.
Members simply follow SMS prompts sent to their mobile. The prompts ask if the member wishes to receive an incoming plumbing request with the consumer’s name and phone number.
Click here to download the how-to guide
Why am I updating my profile?
Your new find a-plumber is designed to match your product and services offering with a consumer’s request for a specific service, such as: gas specialist, roofing specialist and fire sprinkler system specialist. Updating your profile only takes a few minutes and ensures you get listed for service-requests the you want.
The finder also requires members to enter their working/trading hours.
Click here to edit your plumbing services preferences
Can I see a preview of my business profile?
Click here to view your business profile
What are normal and emergency plumbing requests?
Normal plumbing and Emergency requests cover the same basic plumbing duties, such as gasfitting, water leaks, installation and maintenance, the difference is: the time taken for members to phone the consumer and discuss their needs.
Members can opt-in or opt-out of any service, at any time.
Please note, some services, such as Gas Specialist, require administrator approval before they appear on your business-profile.
Click here to edit your plumbing services preferences
Should I include Emergency requests in my profile?
Yes, absolutely. All members are encouraged to select Emergency if they can attend to urgent plumbing requests in a reasonable amount of time.
Does it affect the way I run my business?
No. The finder is not designed to change the way you manage your business.
If a member receives an SMS or phone call from a consumer, they have full control to manage the lead as they like. Members may accept or reject any request just like they would for any referral.
After accepting an SMS and talking to consumers on the phone, it is up to the member to decide if they wish to do business with consumers. Members may pass the lead to another member by clicking ‘no, I don’t want the job.
How do I accept or reject requests?
All interaction is done on a mobile phone, via SMS. Incoming messages have clear ‘yes or no’ options for you to choose from.
What is the Promise to Consumers?
To make find-a-plumber service and Master Plumbers a household name, we all need to rally together and offer the best possible customer service. Positive customer feedback about our speed of service delivery will only prove to increase the number of leads our members receive.
We’re asking our members to reply to all SMS notifications within a reasonable period of time.
We appreciate that you are often busy and unable to answer the phone, so we ask that you reply to regular plumbing requests within 2 hours. If you’re too busy or don’t want to respond to an SMS, please reject the request by simply clicking ‘no’. We’ll pass the SMS to another member for you.
Our promise for Normal plumbing requests:
“Your requested Master Plumber will call you shortly, within 2 hours.”
Our promise for Emergency plumbing requests:
“Your requested Master Plumber will call you immediately! Within 2 minutes.”
Am I obliged to carry out the Promise to Consumers?
Yes. In the interest of ‘fair play’ and good customer services, please respond to SMS requests as quickly as possible, or within 2-hours for Normal plumbing requests, and within 2-minutes for Emergency (or urgent plumbing) requests.
What is the Master Plumbers Code of Ethics?
Click here to read the Code of Ethics
Do I have to make site-visits or callouts within a specific time frame?
No. It is up to the member to decide if and how they wish to do business with consumers. Members should manage clients within their own trading guidelines and terms.
If a member receives an SMS or phone call from a consumer, they take full control to manage the lead as they like. Members may accept or reject any request just like they would for any referral.
Why do I keep missing requests?
Normal SMS requests become inactive after 2-hours without a ‘yes or no’ response.
Missed requests are sent to the next member in the SMS queue.
Emergency SMS requests become inactive after 2-minutes without a ‘yes or no’ response.
Missed requests are sent to the next member in the SMS queue.
I’ve updated my profile but haven’t received any phone calls or SMS requests?
Check your mobile phone number is correct.
There may be no requests in your service area or your turn hasn’t come up in the priority queue.
Click here to edit your service areas
Click here to edit your mobile phone number
Or call Member Services and ask if your profile has been updated correctly.
Is there parity in the SMS queue?
Yes. Every member gets a fair go. Each member each service-area gets an SMS in turn.
Members who receive an SMS are moved to the bottom of the queue.
What types of SMS are there for plumbing requests?
There is a simple sequence of 3 notification types:
SMS 1 - Request sent to the member asking if they are available to take a request.
If the member clicks ‘yes’:
SMS 2 - Consumer name and phone number
SMS 3 - Follow-up, asking if the member is taking the lead, or if the member wants to pass it back to the SMS queue for another member to take advantage of.
Please note, Members may pass the lead back to the SMS queue both before and after talking to the consumer over the phone. Simply let the consumer know “another plumber should be in touch with you shortly”.
How do I upskill and get listed for specialist services?
Some services, such as Gas Specialist and Fire sprinkler testing, require administrator approval before they appear on your business-profile.
Talk to a training expert about upskilling for yourself and your staff.
Click here to contact with the Master Plumbers Training team
How do I get my business-profile to list as top search result?
Listing is automatically-generated and matched to the consumer’s search.
Profiles are listed by:
- Primary Zone matching the consumer’s postcode
- Primary service offering match
- Matching service offering
Please note: Complete and accurate profiles rank more highly in the listing. We recommend you only offer services your are fully certified to undertake, and only select service areas you regularly service.
Click here to preview your profile
Out-of-hours call back
If a customer requests a callback during the member’s elected closed hours, the SMS will be held and sent to the member when they reopen.
Click here to edit trading hours
I see direct-callback number tracking in my reporting. What is it?
This is the number of consumers who clicked the ‘call direct’ button on your business profile. (Please note, it’s not possible to track if they dialled your number.)
I keep getting asked if I called the customer
You should receive this message only 3 times or until answered. Clicking ‘yes’, helps us ensure that customers are being serviced. Or click ‘no’ to pass the request to another member.
Logo
The logo must be file type: jpeg or png.
File size: Min: 30kb. Max: 1MB
(Optional optimal dimensions are: 320pxW x 120pxH)
Who should I list as the primary contact?
This is the person who usually answers consumer phone calls, typically the business owner, senior plumber or receptionist. This will be the point of contact in your business who receives the SMS plumbing requests from Find a Plumber.
Can I provide a landline rather than a mobile number for my business?
No. This will exclude you from receiving plumbing requests from Find a Plumber. Members can add a second phone number to their profile. This can be with a mobile or landline.
What are Service areas?
Service Areas are matched with municipal zones in your state. Plumbers may request to add or changes services areas to their business profile at any time. When choosing additional service areas, please ensure you or your staff are able to service plumbing requests within a reasonable amount of time.
Click here to edit your service areas
When I choose my primary zone will this mean I only receive job requests from customers in that zone?
Your primary zone includes all surrounding zones. Your business profile will appear in all zones that border your primary zone.
Can I select additional zones?
Yes, Members can select an unlimited additional service areas. Each additional zone includes all relative surrounding zones. Your business profile will appear in all zones that border your secondary zones. We recommend you only select zones that are regularly serviced by your business.
My primary zone is different to my business address, is that ok?
Yes. Your primary business zone should be your preferred zone of work.
How will the plumbing speciality option I choose affect my profile on Find a Plumber?
Your business profile will appear in the top results for your chosen speciality. Members can only choose one plumbing speciality.
Note: Members can select as many plumbing services they feel are appropriate for their business.
Will I only receive job requests during open hours?
You will only receive SMS requests during the hours you list, however your profile will always be visible online.
What are the expectations if I were to choose to accept emergency plumbing service requests?
Emergency Plumbing services require a fast response. The tasks and duties required are no different to regular plumbing duties you or your staff perform each day.
The distinction for Emergency Plumbing services is, speed to respond. Agreeing to emergency plumbing requests means you to be able to respond to urgent plumbing requests in a very short time. Ideally, you should be replying to SMS notifications and calling consumers within 2 minutes.
I’m going on holidays and don’t want to receive alerts, what do I do?
If you’re going on holidays, assign your mobile number to a trusted colleague or senior staff or you can press pause while you’re away.
I keep getting asked if I called the customer
If you have received a callback request, you will receive up to three SMS asking if you’re taking the lead. This message is sent to ensure the consumer gets the best possible Master Plumbers customer experience.
Simply click the relevant ‘yes’ or ‘no’ to this SMS to either accept or reject the request. All members are encouraged to click ‘yes’, and call the consumer.
Why do I see a red-light in my member-portal asking me to complete the Find-a-plumber Member survey?
We encourage you to complete this survey as it allows you to provide us with any feedback you have on your interaction with Find-a-plumber.
Your feedback will be used to improve the finder and put you in touch with more clients, faster.
