SPRING 2016
NEWLY QUALIFIED INSTALLER
INSIDE... ONLINE MARKETING TIPS GET GOOD PUBLICITY BUSINESS ON A BUDGET HOW TO BECOME AN EMPLOYER
WIN
A RIDGID速 LASER DISTANCE METER!
WELCOME | NQI SPRING 2016 | 01 SPRING 2016
NEWLY QUALIFIED INSTALLER
INSIDE... ONLINE MARKETING TIPS GET GOOD PUBLICITY BUSINESS ON A BUDGET HOW TO BECOME AN EMPLOYER
WIN
A RIDGID® LASER DISTANCE METER!
EDITOR: BECKY MARTIN editor@sng-publishing.co.uk ADVERTISING: SUE CATT sue.catt@sng-publishing.co.uk GRAPHIC DESIGN: STUDIO 74 www.studio-74.co.uk PUBLISHER: CELIA MATTHEWS celia.matthews@sng-publishing.co.uk PRINTERS Stephens & George, England GENERAL ENQUIRIES To subscribe to NQI Magazine call 0870 774 3049 or subscribe online at www.hip-magazine.co.uk DISCLAIMER ‘NQI Magazine’ is published by SNG Publishing Ltd. All content is copyright SNG Publishing Ltd 2016. Although SNG Publishing Ltd has made every effort to ensure the accuracy of this publication, neither it nor any contributor can accept any legal responsibility whatsoever for consequences that may arise from errors or omissions or any opinions or advice given. This publication is not a substitute for professional advice on a specific transaction. Advertisements are accepted for publication in NQI Magazine only upon SNG Publishing Ltd standard terms of acceptance of advertising. All material published in NQI Magazine is copyright and unauthorised reproduction is forbidden. No reproduction allowed without prior permission.
After a successful year of NQI, we are excited to announce that we are moving to our new home within the annual HIP Handbook. From the positive feedback we’ve received since we began NQI, it has become clear that the gap between college and careers in the industry is much less daunting when you know about all of the exciting opportunities that are available, and how to get to them. Now all you need to know about the next step will be in one place, alongside all the other essential information included within the HIP Handbook for the next generation of plumbers, installers and heating engineers. In this issue we explore invoicing and credit control, which can be an entirely new field for people without previous experience of business finances. For those just starting a new business, we’ve included some guidance on employing and maintaining staff. We have also looked into the best ways to boost your business for those who have already embarked upon a successful venture. We catch up with Sarah Almond, one of our regional finalists from 2012, about why she chose to become a plumbing technician. We’ve also included some of the latest industry news, and taken a look at some of the new products available for the plumbing and heating industry. Please be assured that everyone on our NQI Mailing List will be added to the annual HIP Handbook. We hope you enjoy this final issue before it relocates!
Becky Martin EDITOR © SNG Publishing Ltd, 2016
HIP-MAGAZINE.CO.UK
/HIPPLUMBER
/HIPMAGAZINE
02
01 04 18 26 34 36 37
Editor’s Note Industry News New Product Reviews Just for Fun - Water Trivia Hall of Shame Just for Fun - Anagrams Tea Break Time
FEATURES 06 Online Marketing
WIN
PAGE 06
REGULARS
PAGE 03
SPRING 2016 | CONTENTS
Helpful tips for promoting your business online with a web presence and social media accounts
10 Case Study
Sarah Almond talks to NQI about her role as a Plumbing Technician
Tips on gaining glowing reviews from your clients
14 Continuous Personal Development
Pegler Yorkshire have launched an exciting portfolio of CPD modules aimed at industry professionals
16 Time to Expand
PAGE 16
12 Good Publicity
A few pointers to help you on the road to becoming an employer
22 Taking Control The importance of keeping on top of your finances
24 Four Essentials for Business Promotion
NAPIT offers helpful advice on making the most of your business on a budget
28 Case Study
A day in the life of Tony Kite
PAGE 24
30 Boost Your Business This Spring HETAS provide top tips for using the quieter Spring months to fine tune your business
COMPETITION 03 WIN a RIDGID micro LM-100 Laser Distance Meter
PAGE 28
COMPETITION | NQI SPRING 2016 | 03
W I N Tired of using your tape measure? You could win a RIDGID micro LM-100 Laser Distance Meter, which enables you to get quick, accurate distance readings at the push of a button.
This measurement tool is both simple and effective. To begin, simply push the measurement button which will turn on the ultra-sharp Class II lasers. Point the device at the spot which needs to be measured, push the button again, and the distance reading will clearly appear on the LCD display. This instrument enables you to quickly determine distance of pipe runs. It is rugged, compact and can be easily carried around. To grab your chance of winning, all you have to do is send an email to admin@sng-publishing.co.uk and put ‘Ridgid Competition’ in the email title. We’ll pick a winner at random and notify the lucky person by email. Closing date: 29th July.
04 | NQI SPRING 2016 | INDUSTRY NEWS
INDUSTRY NEWS
We’ve rounded up all the latest news items from your industry SWINDON COLLEGE ON FIRE A fire swept through the plumbing and heating building at Swindon College and ADEY Professional Heating Solutions have stepped in to help.
INNASOL EXTENDS EXCLUSIVE RENEWABLE RANGE TO PLUMB CENTER The UK’s leading supplier of heating and plumbing products Plumb Center has signed a partnership deal with leading renewable heating distributor INNASOL. The aim of the partnership is to distribute ETA mass boilers and IDM heat pumps across Plumb Center’s UK-wide branch network. All Plumb Center customers will now have access to marketleading renewable products and a range of training courses at INNASOL’s BPEC-approved training facility in Essex. Since the academy opened in 2010, over 2,000 installers have received hands-on and specific product training. Visit plumbcenter.co.uk or innasol.com for more details
Students remain unable to undertake practical work while extensive repairs are being carried out on the building. With completion still some weeks away, ADEY arranged for one of its fully kitted-out roadshow vehicles to pay a visit for some hands-on tuition. Groups of Level 2 students were given a talk on ADEY Best Practice boiler maintenance and protection from Technical Support Trainer Colin Yearp. The students then completed a short test with prizes and received a water treatment education pack. As well as the opportunity to see the full range of ADEY products and the real-life problems they can help solve, the magnetic filtration pioneers made a donation of a MagnaCleanse system flushing kit, a MagnaClean Professional2 filter and 500ml bottles of the UK manufacturer’s MC1+ and MC3+ premium chemicals. These will be used by the students for practical work once the repairs have been completed. “Swindon College is not far from us, so when we heard about the fire we wanted to help,” explained ADEY’s Marketing Director Haimish Mead. “Supporting young people training to become installers and apprentices is something we’re passionate about and this was an opportunity to support the college during a difficult time. Hopefully the visit gave students a chance to see how our products can help installers carry out the best job possible with the added benefit of having an experienced installer talk them through the process of best practice maintenance.” “The fire’s had a big impact on the students as all of their work is currently theory and classroom-based, which while valuable, needs to be included alongside practical experience,” said Gill Mendham, Curriculum Area Manager for Plumbing and Construction from Swindon College. “We’re grateful to ADEY for their support. Once we’re fully back up and running, the products will also be great teaching tools.” For further information visit adey.com
INDUSTRY NEWS | NQI SPRING 2016 | 05
GRAHAM ACHIEVES HIGHEST EVER CUSTOMER RATING Graham Plumbers’ Merchant has conducted its 14th Customer Score Survey with the results being extremely positive – and the highest score achieved to date. The extensive survey asked recent customers to rate their experience and asked how likely were to recommend the merchant. More than 3,000 customers who had made recent purchases were contacted by telephone and asked to rate, on a scale of zero to ten, how likely they would be to recommend Graham to a friend or colleague. While the average for a business is a score of around +16, Graham has achieved a score of +60.4, an increase from the previous score of +56.9 and the highest to date. This rating demonstrates a high level of customer satisfaction with the service they receive from Graham. After collecting the scores, the Graham Customer Care Team also asked its customers general questions around the merchant’s service, support, product offer and staff knowledge, to help determine why they gave certain feedback and in some cases, what Graham could do to improve upon it. For more information visit grahamplumbersmerchant.co.uk
CITY HEATING SPARES NOW AVAILABLE FOR PTS AND TRAVIS PERKINS CUSTOMERS City Heating Spares (CHS) is already enjoyed by customers of City Plumbing Supplies (CPS), but it is now available in select branches of Plumbing Trade Supplies (PTS) and Travis Perkins (TP). Building on its successful 300 locations within branches of CPS, the counters at PTS and TP will allow CHS to reach installers working on large contracts for the first time. The rapid growth of CHS follows continued customer demand for dedicated spares outlets that offer expert product knowledge and exceptional levels of service. The new CHS counters are located at PTS branches in Salford and Wigan, as well as Travis Perkins in Wolverhampton. Rob Whiteside, Senior Regional Spares Manager for CHS, said: “We’re confident they will see the benefit of our extensive choice of spares, backed by excellent availability.” For more information visit cityheatingspares.co.uk
APPRENTICE WINNER JOSEPH VALENTE JOINS THE LEADING HEATING ASSOCIATION Impra Gas, founded by Joseph Valente, the 2015 winner of the ‘The Apprentice’, has joined the Association of Plumbing and Heating Contractors (APHC) as a Licensed Member. APHC members are qualified, professional businesses who are committed to high standards of workmanship and customer service. Only those plumbing and heating businesses that have passed the Association’s quality assurance criteria are accepted as members, providing consumers with peace of mind and confidence that all work is conducted by competent tradespeople. Joseph’s company Impra Gas is set for rapid expansion. The focus of the business is on domestic housing from developers to main contractors, social housing and private homeowners. Joseph will also be working with APHC to promote workplace apprenticeships, as they have played a key role in his career path. APHC have a long established history with City & Guilds in shaping plumbing apprenticeships and training that provide the skills essential for a successful future in the industry. Visit impragas.co.uk
06 | NQI SPRING 2016 | MARKETING
PART ONE - WEBSITES A website is essential when it comes to marketing your business. You can either pay someone to set it up for you, or you could put one together yourself for a fraction of the cost. Don’t worry, you don’t need to have technical knowledge to do this, there are plenty of Content Management Systems (CMS) to chose from. A quick search on the Internet will bring up a variety of options. It all comes down to how complex you want it to be.
“The majority of CMS systems offer a choice of themes, navigation, fonts and colours and are easy to use.” Content Management Systems (CMS) The majority of CMS systems offer a choice of themes, navigation, fonts and colours and are easy to use.
A basic website usually has three pages, a ‘home’ page, a second page listing all your services and finally a contact page. Of course you could add a further page giving an idea of hourly rates for different jobs.
MARKETING | NQI SPRING 2016 | 07
1
HOME PAGE
This is your company’s virtual front door and is generally responsible for drawing in the majority of your website’s traffic. People on average spend a matter of seconds looking at a new web page, so you have to grab their attention. This can sometimes be done with interesting images that link to your business; colours and fonts are also important. A tacky website will kill interest. Describe what you do on the home page and if you use images make sure they capture the essence of what you are promoting. You could add a little background information about your business. If you belong to any trade associations or professional bodies add their logos, including Gas Safe if you are a registered installer. Customer testimonials are also useful.
2
SERVICES PAGE
List everything you can think of associated with your business, even including what you might think of as mundane – such as installing washing machines, dishwashers or replacing taps. Think of what people will type into Google when looking for your services e.g. leaking pipe and make sure you weave it into the copy on your services page.
3
CONTACT PAGE
Well, this is pretty obvious, but you could also add information like: 24-hour emergency service or that you give a discount to OAPs. Add your social media accounts. Make sure your full address is included and you have stated the areas you cover e.g. works undertaken throughout Birmingham and the surrounding areas. There’s thousands of plumbing websites on the Internet, see which ones stand out – and then create your own. Good luck!
PART TWO -
SOCIAL MEDIA Social media can be brilliant for promoting your business and the added bonus is, it’s free! Here are some of the channels you can use.
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Most people these days have a Facebook page so they can link with their friends, but make sure you set up a separate one for your business. This should have links to your website and any other social media accounts you have linked to your company. Unlike a personal Facebook page where you will be getting lots of interaction with friends, you will
probably find it will take a while to get a significant number of ‘Likes’. Post photos of installations you have carried out and make your comments friendly and chatty. Update it as often as possible.
08 | NQI SPRING 2016 | MARKETING
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With over 500 million users and 135,000 signing up every day, Twitter can be a great place to connect with your target audience. If you haven’t used it before, you might wonder how you are going to get your message across in just 140 characters. You’ll find that your website or Facebook address doesn’t actually take up much space, so always add that to your message. That way prospective customers can find out all the information they need. Build up your followers by ‘following’ other people and retweeting messages.
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Create a company page for your business, again include your website and any other social media accounts you have. You will find an option to add contacts to your page. You’ll find that your list will grow as other people see your page and want to link with you. Customers will have the opportunity to recommend you to others.
Social media is about creating a conversation, so share other people’s relevant content and try to respond as soon as possible to people who post on your page or send you messages.
“...try to respond as soon as possible to people who post on your page or send you messages.”
One last thing to remember about social media – it works both ways. If you provide a great service, you’ll reap the benefits. Personal recommendations are priceless. However, if you upset your customer, it could damage your reputation for a long time, especially if you lose your cool online.
Keep your integrity and be diplomatic if hit by negativity – how you respond will either win you followers or lose you customers.
For speed, ease and reliability.
It must be Hep2O. Demounting made easy with the handy HepKey.™
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Comprehensive range of fittings to suit every job.
Anything else is just a fitting.
www.hep2o.co.uk
10 | NQI SPRING 2016 | CASE STUDY
F O E F I L E TH G N I B M U L AP N A I C I N H C TE
CASE STUDY | NQI SPRING 2016 | 11
Sarah Almond, 24, talks to NQI about her role as a Plumbing Technician at Bridgwater College. NQI: At which college did you train?
SA: I trained at Bridgwater College, where I now work as a plumbing technician. NQI: What attracted you to a career in the plumbing industry? SA: It was actually my dad’s idea to try the industry because he’s a plumbing and heating engineer. I did my Level 1 at Bridgwater College and managed to do everything with my dad, including my twoyear apprenticeship. We had our ups and downs but we seemed to work really well together. I found it so useful because he has life skills that you can’t get in textbooks. NQI: What qualifications do you have? SA: I have completed my Level 3, which covers renewable energies including solar, and have been five years gas safe certified. I’ve also completed my Level 3 Education and Training whilst working here, which means that I am qualified to teach. I don’t have any plans to be a teacher because I enjoy what I’m currently doing too much, but it’s good to have the qualification because now I’ll always have it.
NQI: What are you doing now? SA: I worked on the tools with my dad for a couple of months after completing my Level 3 at college and then I applied for my current job as a plumbing technician at Bridgwater College.
NQI: What does your job entail?
SA: My job entails running the workshops, getting work prepared for the students, replenishing stock, tidying the workshop and maintaining Health and Safety. NQI: What’s the most challenging aspect of your job? SA: I would say that keeping the stock up to date is the most challenging. The stock levels go down rapidly and I’m juggling two workshops at the same time, which cater for a variety of students. NQI: What’s the most valuable thing you’ve learnt since leaving college? SA: I’m learning every day but I would say the main thing for me is that I have gained confidence in the industry. Being a woman in a male dominated workplace has been challenging at times so I would just say don’t judge a book by its cover! NQI: Do you keep in touch with anyone from college? SA: I still see some of the people I trained with at work because some of them are still in training. I don’t often see the people who were in my year because they are out on jobs but I’m still in touch with most of them on social media. NQI: What’s your ambition for the future? SA: I want to stay as a technician for now because I’m very happy where I am. It’s so different and no
“...take every opportunity and if it’s something that feels right, go for it.”
day is the same. It’s not every day that you hear that a woman has taken up plumbing. NQI: What advice would you give to someone thinking about starting a career in the plumbing and heating industry? SA: I would say that you should take every opportunity and if it’s something that feels right, go for it.
? QUICK-FIRE QUESTIONS NQI: What did you have for breakfast? SA: I had a bag of cheese and onion crisps at 10.30 this morning. NQI: Do you have a motto or saying? SA: You can often hear me saying to students and colleagues “keep it clean!” NQI: What’s your favourite TV show? SA: I really like Bear Grylls – that’s actually my nickname because when we go camping I always seem to have whatever anyone needs. NQI: Which celebrity would you rather be stuck on desert island with? SA: Again I’d have to say Bear Grylls. There isn’t really anyone better, is there?
bridgwater.ac.uk
12 | NQI SPRING 2016 | PUBLICITY
GOOD PUBLICITY Referrals or endorsements about the work you have carried out could help you to gain more clients. So the question is, how can you get people to give you a glowing review? Here are a few tips that might help.
1. WORD OF MOUTH If a customer shares with you that he or she is pleased with your service – that is the perfect opportunity for you to ask for a referral. You can thank them for letting you know, give them a business card and ask them to pass on your name if they know of anyone who can use your services – as simple as that. Good news travels fast, but remember, bad news travels faster!
2. EMAILS Ask for referrals in your email signature line. Write up a simple statement that says something like, ‘I value my customers. If you know of anyone who might benefit from my services, feel free to refer them to my website’. Then include your link.
3. ENDORSEMENTS One way of finding out what your customer thought of your service is to ask them to fill out a short survey on the work you carried out. This could be in the form of a few simple questions such as: Were you completely happy with the work? Was there anything you weren’t happy with? Would you recommend me to friends and family? This could be sent as an email or you could post it to them with a stamped selfaddressed envelope for its return. Positive comments, along with the name of the person who said them, can be added to your website. Negative comments can also be helpful, as this will bring your attention to any part of your service that might be improved.
4. PHOTOS It is useful to take photos of installations you have carried out, especially if they look impressive. These could be put on your website or Facebook page to give an example of the jobs you can tackle. You could also add them to your Twitter feed with a link to your website – use a tag line like, “Another satisfied customer.”
FOR A FASTER CONNECTION
PUSH OR PRESS WITH PEGLER YORKSHIRE
For a comprehensive range of quality, innovative plumbing and heating products backed by a superb technical support service, make sure you connect with Pegler Yorkshire.
FREE Phone: 0800
156 0010
email: uk.sales@pegleryorkshire.co.uk
www.pegleryorkshire.co.uk
14 | NQI SPRING 2016 | TRAINING
PEGLER YORKSHIRE LAUNCHES CPD MODULES Leading plumbing and heating manufacturer, Pegler Yorkshire, has launched an exciting portfolio of Continuous Personal Development (CPD) modules, which are suitable for industry professionals across a variety of sectors. Personal and professional development is critical to employees and employers to allow individuals and companies to grow and prosper.
Marketing and Business Development Director of Pegler Yorkshire Phill Jackson said, “Ongoing training is a very important part of career development. With new products entering the market and changes to legislation affecting the construction and plumbing industries we feel our online training portal is a hugely effective way of promoting ongoing learning.�
He said that they have chosen topics, which will benefit a wide cross section of people from installers and contractors to specifiers and consultants. They hope to add more modules very
soon as they continue to build on their training programmes.
Topics The training modules which are available online cover general
TRAINING | NQI SPRING 2016 | 15
topics such as Central Heating, Taps & Mixers, Metal Push-fit and Commissioning. These can be accessed via ‘My PY’ on the company’s brand new website.
Training modules As well as this, Pegler Yorkshire is developing more CPD site seminars which so far include: The Importance of Anti-Microbial taps in infection control for Health Care sectors, Safety and Efficiency of Water Systems in line with Part G of Building Regulations and the Code for Sustainable Homes and also a module detailing how Heat Interface Units support Heat Distribution Networks to deliver environmental and cost saving efficiencies. The Heat Distribution, Metering and Control training module, for example, focuses on system types, applications, influences and climate solutions particularly focusing on Heat Interface Units (HIU’s) and the benefits they
“Pegler Yorkshire have chosen topics, which will benefit a wide cross section of people from installers and contractors to specifiers and consultants.” can bring. It, as well as the other modules, includes a host of industry related statistics and facts to deliver enhanced levels of knowledge. “The Heat Distribution module is particularly relevant as 2016 sees the start of a Local Council study into the benefits that a Heat Interface Unit (HIU) can bring to heat networks,” said Phill. “Furthermore, this particular CPD module has gained accreditation from the Chartered Institute of Building Services Engineers (CIBSE) for its industry relevance, and will be used by them as a benchmark for other manufacturers and training
providers so that learning for all in the industry can be achieved.” Pegler Yorkshire will be regularly updating their website throughout the year with more CPD training modules.
‘My PY’ If you want to access the modules, you can create a ‘My PY’ account in the ‘Links’ section at www.pegleryorkshire.co.uk
16 | NQI SPRING 2016 | EMPLOYING STAFF
TIME TO EXPAND Employing people seems a perfectly straightforward matter: hire them, then set them to work, but is it so easy? Here are a few pointers to help you onto the road of becoming an employer. Where to start? There are two options to consider:
1
TAKE ON AN APPRENTICE
2
TAKE ON SOMEONE WHO IS QUALIFIED & EXPERIENCED
It will take a long time before they have enough skill and knowledge to be really useful to you. However, you will be able to train them to meet your own standards and you will get some financial help. They will help with the workload straight away, but they will expect a decent salary at the start.
Background check You need to know if a potential employee has the right to work in the UK. Papers that should be checked are listed on the gov.uk website.
EMPLOYING STAFF | NQI SPRING 2016 | 17
Money Decide on what you can afford to pay and remember it must meet the requirements of the minimum wage rate.
When you become an employer you have to contact HM Revenue and Customs. You must register before the first payday – it can take up to two weeks.
Insurance You must get Employers’ Liability insurance as soon as you become an employer – your policy must cover you for at least £5 million and come from an authorised insurer. This is important as you can be fined £2,500 every day you are not properly insured.
“You must get Employers’ Liability insurance as soon as you become an employer.” Employment statement You will have to provide your employee with a written statement of employment. This must be provided within two months of the start of employment. The statement should include how much they will be paid, holiday entitlement (normally 20 days, plus bank holidays), hours of work and if they will have to do overtime.
Workplace pension Even if you are just employing one person, you may have to enrol that person into a workplace pension if they are aged between 22 and the state pension age and earn at least £10,000 a year.
Detailed information on the above can be found at www.gov.uk/ employing-staff - If you are thinking of taking on an apprentice, visit www.apprenticeships. gov.uk
18 | NQI SPRING 2016 | NEW PRODUCTS
SNICKERS KNEEPADS Snickers Kneepads are specially designed to provide the most effective and top quality protection by moulding around your knees. This way, they not only provide maximum comfort on rough, damp ground, but more importantly ward off any knee problems and long term injuries. Ergonomically designed to suit a wide range of on-site working environments, every Kneepad has been made so that they are comfortable to wear. This way, they are suitable if you are floor laying, working in a tough environment, or just in need of all-round knee protection. Each one in the range is efficiently designed to fit the unique KneeGuard Positioning System on every pair of Snickers work trousers, so you can choose whichever is the most appropriate for the job at hand.
snickersworkwear.co.uk
NEW ADDITION TO THE DANFOSS TRV FAMILY Danfoss have introduced the new edition to their TRV range. The RTW bi-directional, flow selectable TRV with built-in sensor, combines Danfoss’ reliability and functionality with a competitive price, offering a truly cost-effective TRV for general domestic heating installations. The new RTW sensor features Danfoss’ accurate liquid-filled sensor, which reacts quickly to changes in room temperature, and a positive shut-off position. The RTW benefits from Danfoss’ flow selectable bi-directional design which means it can be installed horizontally or vertically, in flow or return. This flexibility provides an innovative solution to the age-old problem of ‘water-hammer’. If any system noise occurs after fitting, it can be stopped by simply ‘revolving’ the barrel to reverse the flow direction, reducing costly call-backs. Quick and easy installation is also part of the RTW’s cutting-edge design - the sensor can be mounted in minutes using a standard spanner. heating.danfoss.co.uk
Some reward schemes give you everything you don’t need. Some reward schemes give you everything. The Plumbers’ Club means you can collect coins towards outstanding rewards and benefits like Love2Shop vouchers and over 60 great experiences. Visit theplumbersclub.co.uk or more information.
The Plumber’s Plumbers’ Merchant.
20 | NQI SPRING 2016 | NEW PRODUCTS
BIGCHANGE INTRODUCE NEW JOBWATCH APP BigChange is on a mission to revolutionise the plumbing industry, using the latest technology to offer people a faster, higher quality service. The JobWatch app allows a company to manage the entire operation from quotation all the way through to invoice, with integrated planning, management, job scheduling and real-time vehicle and resource tracking. The system also ensures consistent service quality and compliance with an app that guides plumbers through critical checks and procedures. It offers real-time booking on a company’s website as well as on a mobile app. Customers receive live updates that confirm the estimated time of arrival and on completion of work can make mobile payments. Automated electronic job cards and gas safety certificates ensure essential documents are safely stored and recorded. The Apprentice 2015 winner Joseph Valente has selected JobWatch to accelerate the growth of Impra-Gas, the plumbing business he owns 50:50 with Lord Sugar.
bigchangeapps.com
THE MONUMENT MILLI-GRIP WRENCH The Monument 3145F Milli-grip adjustable spanner has a cushioned anti-slip handle on a drop forged spanner. The patented and award winning Milli-grip is a new concept in adjustable spanner design - a millimetre spanner made to fit metric nuts and bolts in 1mm increments, exactly. In an easy, one-handed operation the Milli-grip adjusts to a perfect fit in a fraction of the time it takes to open and close the old fashioned adjustable spanner. Designed for both right and lefthanded users, once locked on to the required nut or bolt, it cannot alter its setting during use. Made from chrome vanadium hardened steel and finished in chemical black with a non-slip TPR handle, the Milli-grip is a quality tool. Unlike the traditional worm-gear design, with Milli-grip there’s no more slippage, no more damaged nuts or bolts and no more damage to knuckles! LENGTH: 200mm (8”) | JAW CAPACITY: 25mm monumenttools.com
Tomorrow, your customers will continue to enjoy our reliable gas condensing technology. Today they enjoy the price. NEW Vitodens 100-W Viessmann makes efficiency more attractive: With the reliable gas condensing wall mounted Vitodens 100-W. Wall mounted gas condensing boiler, 4.7 to 35.0 kW
10 Year Warranty on all stainless steel heat exchangers for gas condensing boilers up to 150 kW
Energy efficiency class: A Improved modulation ratio 1:6 Modulating stainless steel cylinder burner New user friendly control via dimmable backlit LCD touchscreen Straightforward access from the front, so no need to leave space at side for maintenance Approved for multiple flue connections in shared flue systems Available early May 2016, for more information please see our website or email us at, info-uk@ viessmann.com
Viessmann Limited • Telford • Telephone 01952 675000
www.viessmann.co.uk/vitodens100
Heating Systems Industrial Systems Refrigeration Systems
22 | NQI SPRING 2016 | CREDIT CONTROL
TAKING CONTROL
Running your own business may seem like a dream come true, but if you are not careful you could find yourself in a financial nightmare! Goods on credit If you are just starting up your own business you will need to set up a credit account with a plumbing merchant. They will make an assessment on how much credit they are willing to offer you. It might be that at first they will want you to pay upfront for goods, until you become established. After that, you will usually be given 30 days to pay for the goods you have ordered. Be prompt with your payments, otherwise you could find that they cut off your credit. In time, your credit rating will rise.
Invoicing Start off on the right foot by making it clear that payment will be due on the completion of the work. You should make sure that both you and your customer understand what work is being carried out, how long it will take, how much it will cost and when you’ll be raising an invoice for payment.
If at any point you realise that extra costs are going to be involved, explain the situation to your customer straight away and make sure you put it in writing.
“...make it clear that payment will be due on the completion of the work.”
CREDIT CONTROL | NQI SPRING 2016 | 23
Accounts Make sure you keep an accurate account of all earnings and expenditure. You don’t want to find yourself in trouble with the tax man.
OUTSTANDING INVOICES
Chasing debts is always an awkward process, but you need to be firm. Follow these tips:
1
2
3
USE THE PHONE
INSIST ON DATES
SMALL CLAIMS COURT
A customer might have a thoroughly legitimatesounding excuse, but you should always insist on a practical outcome – when, exactly, can you expect to be paid?
Debts under £10,000 can be collected for a small fee using the small claims procedure at the county court.
Don’t just email customers when their payment is late – an email can be easily ignored. Contact them by phone so they are forced to explain the reason for the delay. Don’t be fobbed off by a promise of a call back. Ask them when the best time would be for you to call again.
24 | NQI SPRING 2016 | FEATURE
4 ESSENTIALS FOR BUSINESS PROMOTION NAPIT offers helpful advice on how to make the most of your business on a budget, focussing on four business necessities: websites, social media, networking and branding.
1. A CLEAR BRAND Your brand is the impression you make on your potential customers and with a little thought and effort you can ensure it’s a good one. This needn’t cost the earth! Use the following tips for branding on a budget:
Every company that requires the use of a vehicle should have their company name, logo and contact details on it, including your website.
Give all your stationary (letterheads, business cards, quotes etc) and website a consistent theme through the use of your logo, colours and fonts.
Use branded clothing to promote professionalism and a business that takes its image seriously.
Advertise your capability by including all applicable accreditation logos and quality marks on your branding. Remember to include your scheme operator’s logo as well as certification bodies.
With these business essentials and after a little hard work and attention you may find yourself with a thriving online following, a phonebook full of new contacts and a memorable brand, all making your business harder to ignore and giving you the edge over your competition.
2. CONTACTS We all know there’s a great deal of truth in the saying “It’s not what you know, but who you know”, but are we all doing enough to take advantage of this simple fact? There are plenty of different networking methods available, try them all and see which suit you and your business. The construction industry’s calendar is packed with tradeshows, exhibitions and conferences. Business owners who are not represented at these events are missing out on opportunities to form valuable professional relationships. If you don’t see the benefit in meeting with business people in
FEATURE | NQI SPRING 2016 | 25
other sectors, Trade Associations membership could suit you. Regular meetings with other tradespeople allow you to raise any issues or ideas, receive valuable advice and share business leads. Through effective networking you will see that strong relationships with some will provide an extended network of many, it’s not just who you know but who they know too.
3. A WEBSITE As we live in a digital age, it’s essential to ensure your business has an online presence. It has become common practice to turn to online search engines to find a local business. So, if yours doesn’t have a website you could be losing a great deal of work to those who do. It’s not essential to pay for a web designer, there are content management systems which allow you to set up your own website. WordPress is perhaps the most popular of these, with 17% of the web powered by WordPress. Once you have your website, you need to make sure potential customers can find it. Search Engine Optimisation (SEO) is the term used for the process of increasing the visibility of a website in a search engine’s results. There are specialist companies which will do this for you if you pay a fee. If you’re on a tight budget, simple things such as thinking about
“...if your business has an office or headquarters, make a free Google Places account.”
“Through effective networking you will see that strong relationships with some will provide an extended network of many...” the different keywords people are searching for and including them all throughout your site content could vastly improve your SEO. Also, if your business has an office or headquarters, make a free Google Places account. You will then be found on Google Maps searches.
4. SOCIAL MEDIA ACCOUNTS Free, easy to use, and wide reaching; this increasingly popular medium is a valuable marketing tool, which no business should ignore. Whichever sites you choose to work with, the following tips and advice will help you to create a positive, effective presence for your business:
KEEP IT BUSINESS – Create a separate business account or page, don’t use your personal profiles. Your business is more likely to be taken seriously this way.
ENGAGE – Don’t just bombard your followers / friends with business promotion. Identify what you can offer and use it to create interesting, entertaining, or helpful content to engage your audience.
RESEARCH – Easily interpretable social media statistics are rife on the internet at present. You can use these to decide the best time to post, the best platform to use, and more.
ENCOURAGE CUSTOMER INTERACTION – Ask happy customers to leave feedback on your page - you can even offer incentives for them to do so. One way to expand your audience is to get your current followers / friends to “like”, “share” or “retweet” your posts or page. 0345 543 0330 napit.org.uk
26 | NQI SPRING 2016 | PUZZLE TIME
JUST FOR FUN! WATER TRIVIA Think you are knowledgeable about water? Try our fun trivia quiz to find out how much you really know! Q1.
How much of the earth’s surface is covered in water?
a) 60% b) 70% c) 80%
Q2.
How much of that water is drinkable?
a) 79% b) 25% c) 3%
Q3.
How much water are people in Britain using today compared with 30 years ago?
a) 10% more b) 45% more c) 70% more
Q4.
On average, how many litres of water are needed to produce one pint (568ml) of beer?
a) 75 litres b) 170 litres c) 225 litres
Q5.
The human body is made up of how much water?
a) Two thirds b) One half c) One quarter
Q6.
On average, how many litres of water does it take to produce the paper for just one Sunday newspaper?
a) 100 litres b) 200 litres c) 300 litres
Q7.
Which of the following animals can go the longest without a drink of water?
a) Kangaroo Rat b) Giraffe c) Camel
Q8.
What is the world record for holding one’s breath under water?
a) 5 minutes b) 17 minutes c) 22 minutes
ANSWERS: 1. b) 70%, 2. c) 3%, 3. c) 70% more, 4. b) 170 litres, 5. a) Two thirds, 6. c) 300 litres, 7. a) Kangaroo Rat, 8. c) 22 minutes
28 | NQI SPRING 2016 | CASE STUDY
N I Y A D A F O E F I L THE ...TONY KITE
“Self-motivation is important and you need to be able to think ahead.” NQI: What do you have for breakfast? TK: I wake up at 5.45am. I don’t usually eat breakfast but I’ll have a drink of cider, honey and hot water mixed together. If I do eat breakfast, I’ll have a few rounds of toast. NQI: What is your company called?
TK: It’s called AK Plumbing and Central Heating Ltd. I started when I was 18 years old, which is 48 years ago. NQI: What attracted you to the industry? TK: I’m a farmer’s son, and my father told me that there’s no future in farming and advised that I find a trade. I went to a local builder
and they had a plumbing vacancy, which is where I started, and I didn’t want to stop after that. NQI: What do enjoy most about your job? TK: I enjoy the job itself and gaining customer satisfaction.
NQI: Do you have any funny stories you can share? TK: I was once working in a house belonging to a builder. He had an underfloor leak that needed finding and he needed his boiler servicing at the same time. He said that he’d come back at lunchtime to assist me with finding the leak. When he did arrive, he came back before I had finished the boiler. Without thinking, I pressurised the boiler in an attempt to find the leak, but it wasn’t recording it for some reason. Suddenly, I heard a rumble and saw his daughter standing in the kitchen doorway, covered in black from head to foot. She had been lying on a mattress in between the radiator in her bedroom and her bed (her friend was in the bed, staying over)
CASE STUDY | NQI SPRING 2016 | 29
and the radiator had burst because we’d pressurised the system so much. I told her to jump in the shower quickly else it would stain her, and sure enough I later found out that it took three weeks for the black marks to come off her skin! NQI: What advice would you give to a newly qualified plumber? TK: Go to work correctly dressed and don’t look scruffy, look after the customer’s property and always leave it how you found it, using dustsheets and coverings. Treat the customer with respect or they won’t come back to you. It’s because of this that I’ve never had to advertise. NQI: What do you dislike most about your job? TK: Cleaning out waste pipes from basins and baths. I have no problem with drains and I can unblock toilets, but waste pipes make me heave! NQI: What qualities do you look for in an employee? TK: They need to be prepared to work - they shouldn’t stand around with their hands in their pockets or be always on their phone. Selfmotivation is important and you need to be able to think ahead.
NQI: You are involved in the UK Apprentice of the Year competition as Head Judge. How important do you think it is for apprentices to enter skills competitions? TK: It’s important because it gives them experience of working under pressure and it gives them practice at being able to install a system without damaging it.
how long it will realistically take to do the job and how to put an estimate and an invoice together. Basically, you need to make sure that you know how to do the things that aren’t the hands-on skills required for the job. NQI: What would you say is the most challenging part of the job? TK: I would say the most challenging thing is making sure that you actually do what you tell your customer that you are going to undertake. You have to make sure that you get up in the morning and be with your customer when you say you will. When you do a satisfactory job and become trusted, people will eventually let you have their house keys – I have at least twenty keys in my car! NQI: What time do you usually finish your day?
NQI: What would you say to someone who was interested in starting their own plumbing business? TK: I would say that you need to have a good knowledge of business etiquette, and be able to price up materials. You need the knowledge of
TK: It can be anywhere from 5-10pm. Being self-employed is not a 9-5 job, you’ve got to be prepared to do a minimum of 10 hours a day. NQI: How do you typically end a day of work? TK: After work I will usually end up doing estimates, invoicing or I price up materials needed for upcoming jobs.
30 | NQI SPRING 2016 | FEATURE
R U O Y T S BOO S S E N I S BU G N I R P S S I H T Traditionally, Spring can be a quieter time for heating installers. However, these months can serve as a great time to work on all the things that were put off during peak heating season. Bruce Allen, CEO of HETAS, provides his top ten tips on how installers can use this time to boost their business.
FEATURE | NQI SPRING 2016 | 31
1. HOUSEKEEPING
4. TECHNICAL WHIZZ
When Spring arrives, a fresh look can be taken to organising the general admin of the business.
For example, is your logo on all of your paperwork? One task that will prove incredibly useful is creating a customer database which features a list of jobs completed over the winter period. This will save you time in the long run, as when you receive your next call out, you’ll immediately be up to speed with the history of the appliance and subsequent requirements.
2. THINK AHEAD Once your database has been created, you can be pro-active and start thinking about what you can do next for each customer.
Spring and Summer are ideal times to update heating controls, such as installing thermostatic radiator valves where appropriate. There is no better time to give your existing customers a courtesy call to check if they have any stove servicing or maintenance needs. It’s surprising how many people appreciate these extra initiatives.
Take the time to check out what’s new and exciting in the world of home heating.
3. ADVERTISING Think about placing an ad in your local paper. Advertising your business during the quieter months might prompt customers to consider you when investing in a new heating appliance.
An effective way of showing more industry knowledge in your region would be an advertorial in a local newspaper. Perhaps talk about old open fires and the benefits of changing to a new wood burning stove. Feel free to use information from the HETAS website. Many homeowners aren’t aware of the safety and environmental issues around open fires, so this is a sound way of informing and encouraging them to think about how they heat their home.
Use this quieter time to read up on the latest technologies and new appliances and components so you can be the technical whizz of your business. There might be something that you can offer to your customers; perhaps something which will save you money or make your work easier. It is always useful to look at how you can expand the range of services you currently offer.
5. TRAINING It is important that you and your installers are fully trained in all aspects of the trade.
Make sure all training is up to date, book any courses that still need to be undertaken and give some thought to extending the scope of training into new areas of the business. HETAS is always refining its courses and refresher sessions, so be sure to visit the website regularly.
32 | NQI SPRING 2016 | FEATURE
6. INSURANCE
9. QUALITY TOOLS
Check that all your insurance policies are up to date and relevant...
Think about throwing out tired tools and purchasing some new ones.
...so you are fully prepared for the year ahead.
Give some extra thought as to how you present your company. Devoting time and money to ensure your business maintains its level of service year on year is time well spent.
8. DEBTS Check on any outstanding customer debts that may have been way laid in the busier period.
You could consider signing up to Prompt Payer, which does all the hard work for you, as well as promoting your business on its platform.
7. MOT Without a safe and reliable mode of transport, businesses are at risk of breaching Health and Safety legislation.
Check van servicing and MOTs in the spring months so they’re ready and raring to go for the next heating season. It is essential to present your company as a good trader, so ensure that you have your registration scheme stickers on all company vehicles.
10. INSTRUMENTS Use this time to calibrate your electronic measuring instruments to ensure reliability.
Although you may be using top quality gadgets, throughout the course of the year something may have occurred which would render your instrument less accurate, or at worst, unsafe.
Get ahead. Get online. With over 1.2 million views and 60 videos, our YouTube channel shows how installing our showers, enclosures and trays is quick, simple and hassle free.
To view our latest ‘step by step’ installation videos and subscribe to our YouTube channel visit: www.youtube.com/mirashowers
34 | NQI SPRING 2016 | HALL OF SHAME
HALL OF
Here’s your chance to cast your eyes over some truly awful installations. It never ceases to amaze us how creative people can be with pipework and how they can attempt to defy basic laws of gravity and physics. The vast majority of plumbers and heating installers do a great job, but here are some of the worst offenders that we’ve seen recently.
kes ages to aining her bath ta Customer compl a week ce on st lea at up drain and blocks
Making a fe
ature of it!
iginality!
Full marks for or
Nice wee bit of plumbing for an outside garden tap in Kilmarnock
HALL OF SHAME | NQI SPRING 2016 | 35
Can anyone give me
es?
a hand tracing pip
Just a beaut
iful example
of plumbing
At least the condense is lagged under the doorstep
llation
ality insta
u Another q
In the meantime, here’s where you can hang the shower head
If you’ve come across a dodgy installation, send your pictures to us and they could be featured on this page!
You can email us at editor@sng-publishing.co.uk A big thank you to our friends at Bad #Plumbing for supplying us with so many great photos. Pop along to their facebook page to have a look at more! /Badplumbing?fref=ts
36 | NQI SPRING 2016 | PUZZLE TIME
JUST FOR FUN! ANAGRAMS & ANSWERS
Rearrange the following anagrams to make a word relating to plumbing. ANAGRAM MIMING SO SONIC RACK OIL
ANSWER
CLUE Testing system Can stop the flow of water
RUT GET GIN
Think rain‌
MOTHS TREAT
Used in central heating systems
OR A TRIAD CRETINS SIR NOR COO NIAVE OAR POT
A room heating device Contains water Deterioration of materials Disappears
PREP CO
Used in pipes and fittings
HE ROWS
Spray
ROOT DIMES
Type of valve
BOSS EATS
Can be deadly
SINGULAR TOE
Must be followed
DRY LINE C
Used for storage
ANSWERS: Commissioning, Airlock, Guttering, Thermostat, Radiator, Cistern, Corrosion, Evaporation, Copper, Shower, Motorised, Asbestos, Regulations, Cylinder
TEA BREAK
TIME
APPARENTLY FROM REAL INSURANCE CLAIMS: The other car collided with mine without giving warning of its intention. I collided with a stationary truck coming the other way. A pedestrian hit me and went under my car. The guy was all over the road, I had to swerve a number of times before I hit him. I pulled away from the side of the road, glanced at my mother-in-law and headed over the embankment. I had been driving for 40 years when I fell asleep at the wheel and had an accident. I was on my way to the doctor with rear end trouble when my universal joint gave way, causing me to have an accident. To avoid hitting the bumper of the car in front, I struck the pedestrian. My car was legally parked as it backed into the other vehicle. An invisible car came out of nowhere, struck my car and vanished. I told the police I was not injured, but on removing my hat, I found I had a fractured skull. I saw a slow-moving, sad faced old gentleman as he bounced off the roof of my car.
DRIVING HUMOUR Sign in a rear car window: “Adults on board – we want to live too…” “It takes 8,460 bolts to assemble an automobile, and one nut to scatter it all over the road.” Anonymous
PUZZLE CORNER | NQI SPRING 2016 | 37
QUOTES “Television is like the invention of indoor plumbing. It didn’t change people’s habits. It just kept them inside the house.” Alfred Hitchcock
“I never make the same mistake twice… I make it five or six times. Just to be sure.” Anonymous
“I have a feeling that when my ship comes in I’ll be at the airport.” Charles M. Schultz (Peanuts)
“I hate housework! You make the beds, you do the dishes – and six months later you have to start all over again.” Joan Rivers
“People say you can’t live without love, but I think oxygen is more important.” Anonymous