Awakened by the frantic customer, the lead dispatcher is suddenly alert.  Afterwards, the technician on call is speed dialed.  It’s 3 a.m.  He’s instructed about the situation and location, and advised to move fast.

Jumping in his clothes, the tech wipes his eyes.  Grabbing his keys and dirt clotted boots, he glances in the mirror as he heads out the door.

Approaching the destination he distantly surveys the problem and locates the managing personnel in the darkness.  The technician then adjusts the truck for the appropriate angle to park for work.  The massive vehicle rolls to a stop. The tech now climbs from the truck as the customer greets him. The tech nods a friendly greeting to his customer and asks to be filled in on the problem. And so the mornings labor quickly commences.

This was one example of our reality.  Workdays don’t always begin with a middle of the night alarm.  However, “In our industry almost everyone who calls considers their problem a plumbing emergency,” says our lead dispatcher. Though some situations are minor, when you’re in the middle of the event, the current problem seems horrendous. Other problems are true emergencies with a potentially harmful nature to the client and possibly even the community.

The dispatchers do a great job!  They know all of the calls are important.  The potential customers are addressed with interest, concern, and professionalism.  Also, what is discussed must be deciphered as to which appointments are truly menacing, needing immediate action, or which appointments, while remaining priorities, should be the next day.

When the customers request a specific time within the week the dispatchers make every attempt to be accommodating.  Certain times may be desired, and certain times the dispatcher recommends.  So there is a bit of mutual concession to the scheduling of the customers urgent requests.

 Another important part of the business is that the lead dispatcher is to send the right technician to the right job.  “Each technician has his own range of experience and expertise,” says our lead dispatcher.  “I try to match up each technicians strength to the customers needs.  The techs personal schedule and personal appointments or emergencies also must be considered.

A lot is required of the dispatchers.  A lot is required of the technicians.  In fact there is a lot that is required of anyone in this industry.

 At Lapin Services we are in business to do not only what is required, but to do the BEST job for you.  The job is done right. And the job is done right when you need it.

You are our priority!  You are our plumbing emergency…NOW!