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Our Customer Service Goal: The Teapot Story

Thu, 24 Aug 2023 05:04:46 GMT

As a Plumber's Wife, I used to be the service coordinator in our family business. One day, I came out in a cold sweat when a caller gave me her name. Terry Orr, the local newspaper editor, got on the phone. Terry was a beloved community member, known for her keen wit and unwavering opinions, which she expressed in her famous editorial pieces.

Benjamin Franklin famously said, "Never pick a fight with one who buys ink by the barrel." I knew immediately we would need to wow Terry with 5-star service or live with the fallout for years to come.

I hired David and educated him on the significance of creating an excellent first impression. I printed new checklists and brought out our training materials. As he hopped into his pickup, David rolled his eyes.

"Don't worry; I've got this." He stated. I was pretty sure he didn't, so I chewed my nails until he returned to the shop.

As I saw the truck pull back up into our driveway, I ran right to the truck and started my questioning.

"How did it go?" I questioned him before he could put his truck in park. "What did she think about our service guarantee? Did you finish the customer satisfaction survey?"

"All OK," he said. "She didn't have hot water before, but now she does."

I could have strangled him.

The newspaper came a week later and was switched to Terry's editorial. She did, indeed, mention her plumbing problem - and David. She was very enamored with him and gave us such a positive response.

What was it about the service call that elicited such a favorable reaction?

David was described as a professional and technically proficient in the column. She didn't have hot water when he came, but she had it by when he left. That, however, was not what amazed her. She stated that she expected all of this. What impressed her was that while David was filling out the papers, Terry was making tea. That's when David realized the tea kettle handle was a little loose. He asked respectfully if he could tighten it. He took a moment and pulled out a screwdriver, and fixed it.

A Tea Kettle. This is what she was so impressed with. He didn't have to fix her tea kettle, but he did.

This shows that no matter how professional you may be, noticing the little things and showing human compassion will always beat our professional competitors, as Rimrock plumbing will always think outside the box and go above and beyond.

Why should you buy your appliances and fixtures BEFORE you remodel your kitchen or bathroom?

Sun, 19 Aug 2018 17:07:06 GMT

Always choose your appliances and fixtures before you start a remodel. This is especially important when you are tackling your own remodeling project. If you have a general contractor, they already know this information and will make sure you’ve chosen all of your appliances and fixtures for your new space before they bring in the sub-contractors.

In Billings, we are lucky to have several nice plumbing showrooms with samples, books and stock of fixtures and appliances for kitchens, bathrooms and laundry rooms and any other plumbing needs. These plumbing showrooms are at Mountain Supply, Ferguson, The Water Closet (Northwest Pipe) and a few others. They may have to special order your choices and that could take nearly 6 weeks. Or they may have your needs in stock, and they can hold on to them for you after your purchase if you don’t have room for them at home during the first phase of the remodel.

It is especially important for plumbers, electricians and cabinet makers to know the specifications for the products so they know what is going in before you start to remodel.

Why?

Let’s start with a kitchen:

A gas range, for example, needs to sit all the way back against the wall, so no grease or anything gets behind it, so it’s easier to clean, and the only way that can happen is for us to see the specifications (“specs”) of that appliance. The specs show the plumber and electrician where to put the gas lines and outlet so the range can slide all the way back. There are specific recesses for both the gas lines and electrical connections. If we have the specs in advance then we can make it all fit.

Kitchen sink: If it’s a remodel in an older house, the kitchen sinks aren’t as deep as our newer sinks are. They often didn’t have disposals, which make the drain from the sink higher If you don’t consult the plumber first, you won’t know how low the sink and disposal will go. If done too late, then the drain may be to high to accommodate the disposal. Then your sink and p-trap may be higher than your drain and it will never drain all the way.

Refrigerator: Plumbers just need to know if you need an ice-maker line put in. Of course, you’ll also need to know the width and height for the cabinet builder.

Dishwasher: The plumber and the electrician will need to coordinate this so it’s next to the sink and will fit into the cabinetry.

Bathrooms:

Sink: Does the sink vanity have legs on it or does it have a toe kick? (That’s the part where you kick your toes.) If you have a vanity like a piece of furniture, with legs that are open underneath, then you want the pipes to go into the wall, not into the floor where you would see them under the vanity.

However, if it has a toe kick and goes all the way to the floor, then you can put the water lines directly into the floor, so you can’t see them.

Toilets: The type of toilet you choose will determine where the water line will go – will it come through the wall or the floor? It can be a disaster if we rough in a water line for a standard toilet and later they order something unusual, and the water line is in the way of the toilet. Then we have to move the water line. Note: any time we have to move a water line, it’s more expensive for the owner. Also, we may have to cut and dig up freshly-laid tile or a nice newly-painted wall. Then the tile work or the painting have to be redone.

Showers: Will you have a slide bar with a sprayer? It’s best to screw a slide bar or grab bars into wood that is positioned behind the tile, before the tile is up. Otherwise, it won’t be as sturdy. Grab bars will be much stronger if they are attached to a stud or a piece of wood behind the tile. If you don’t plan ahead then we’ll have to use a toggle bolt, a winged bolt, to attach it to the wall when there is nothing to screw it into. Not as sturdy or as safe.

Also for showers, what types of valves will you need? We’ll need to know your preference for where the bathroom valves will go. (Note: A valve is the part behind the wall that the handle connects to – where you turn the shower on and off, or choose hot and cold.)

The bottom line is that you will save time and money if you consult a plumber before you start any remodel that involves plumbing. Call for anything with pipes for water or gas lines. I’d be happy to consult with you to help you plan the most efficient, effective, safe and attractive remodel.

Give me a call at 855-7131 .

Bill Manske, Master Plumber and Owner

Rimrock Plumbing

Plumbing Services for General Contractors

Thu, 28 Jun 2018 17:17:42 GMT

“People just naturally assume that dogs would be incapable of working together on some sort of construction project. But, what about just a big field full of holes?”

- Jack Handey

Deep Thoughts (SNL)

General contractors, you probably don’t want to build a big field full of holes, right?

We know how hard it is to keep construction jobs on time and on budget. Rimrock Plumbing Is willing to work together with you on construction projects.

We understand how much you need professional and reliable subcontractors, like plumbers, to make that happen. Subcontractors, and their work with each other, can make your job much better or worse, more or less profitable, and increase or decrease the risk of safety or rule violations on your job site.

At Rimrock Plumbing, we take teamwork just as seriously as we take plumbing.

Our commercial and residential plumbing services for general contractors include:

On-time arrival: We come when you schedule us and complete our tasks. You won’t have project delays due to our plumbing team.
Staying on schedule: We keep you on schedule and stay on the job until our work is completed. We don’t “make an appearance” and then disappear until you call us again.
Responsibility and strong work ethic: Rimrock Plumbing is a small company with two master plumbers and one journeyman plumber. We all have a vested interest in establishing long-term relationships with our contractor clients.
Experience: Each of our plumbers has more than 10 years of experience in plumbing, both commercial and residential.
Professional: Our plumbers have excellent customer service skills. You never have to worry about one of our plumbers reflecting poorly on your business with your customers.
Timely bidding: All of our bids are completed in a timely manner so you can get bids to your customer.
Timely paperwork: Change orders and other paperwork is completed as needed and on time.
Responsive: We usually return calls within minutes, but we will always return your call the same day.
Teamwork: We know that our plumbing work affects others. We try our best to anticipate potential problems and bring them to your attention so they do not end up costing you money.
Cooperation: Our team works well with other subcontractors on the job, ensuring a hassle-free job site that is productive and profitable.
Excellent equipment: Our tools and equipment are in excellent condition.
Safe: We comply with both the OSHA regulations and your company’s safety rules.
Tobacco-free work environment: None of our employees use tobacco.
Specialized commercial plumbing services: Small to mid-sized commercial remodels, additions and new construction, including efficient and economical installation of large diameter (1 1/2″ to 6″) gas and water piping.

Call or text Rimrock Plumbing Owner & Master Plumber Bill Manske at (406) 855-7131 or email rimrockplumbing@gmail.com to discuss your next project.

Dad, why are you a plumber?

Thu, 14 Jun 2018 17:26:31 GMT

What’s your favorite thing about being a plumber?

I like to work with my hands and to work outside. And at the end of the day, to have a sense of accomplishment. I like to see what I’ve done. I do enjoy helping people.

Who are your favorite type of customers? What are your favorite kinds of plumbing? How can customers make your job easier?

My favorite customers are nice and appreciate our work. I also like customers who pay their bills on time, like that same day.

My favorite kinds of plumbing to do are things that do not involve getting dirty or wet.

I don’t mind if people watch me while I work, but that’s not my favorite. Most plumbers do not enjoy that.

If I’m working on your kitchen sink, it’s really helpful if you clean out the work area first. Don’t leave a pile of dirty dishes in the sink. Or if I need to get into the crawlspace, get the stuff out of the space around it, so I can get in. That is helpful.

What made you want to become a plumber?

After I finished college, I became a personal chef, which was very demanding time-wise. It was hard to be in a relationship while being on call ALL the time, 24 hours a day. I had been a personal chef for 15 years in Wisconsin and then in Bigfork, here in Montana. I had a good friend in Bigfork who owned a plumbing company and one day I was complaining to my friend about my current job and girlfriend status.

Several days later, he called me and said he needed a plumbing apprentice. He said had prayed about needing an apprentice and God told him to talk to me. I could not even imagine myself being a plumber. We talked about it some more and then I agreed to try it.

My first day of work was September 11, 2001. On that day, I was working in a woman’s house in Bigfork, and her husband actually worked in the World Trade Center. Luckily, he wasn’t in the office at that time, but she didn’t know that right away. It was very scary. The other plumber and I basically just watched TV with her all day and she paid us anyway.

What did you like about plumbing so much that you wanted to keep plumbing?

I had a good teacher and I was pretty good at it, amazingly enough. I liked solving plumbing problems too. After that, I was able to do some cheffing part-time, when I wanted to. A couple years later, I was hanging out on my computer on eharmony.com, where I met my beautiful wife Jeanne, who talked me into moving to Billings. We were married in 2005, and then we had you a couple of years later. Now I’m YOUR personal chef.

Where is your favorite setting to work? In a small room, a big room, an old house, a new house? A crawlspace?

I would say that I like being outside of a crawlspace, working on trim, which is when the job is almost done. It doesn’t matter where it is – I like remodels as well as new houses. It’s neat to see a new space when it’s all done.

What is your favorite thing to work on?

I love changing out water heaters! I’m pretty good at it; I have a system devised that goes quickly so I can drain it, get the old one out and the new water heater hooked up.

When is your favorite time to work? Which season, day of the week, and time of day?

My favorite season is fall. My favorite day of the week is Friday. My favorite time of day to work is first thing at the day, about 8 o’clock in the morning.

What is the grossest thing you’ve ever had to do?

Oh, I’ve got one for that. I went to a job where none of their drains were working; everything was backing up from the basement into the shower on the first floor. So the shower area was full of sewage. They had a sewer cleaning company come and they ran a camera down the line because they couldn’t get the snake down it and they found that the line was cracked. They marked that spot in the basement floor on the concrete. I got there thinking that I was going to cut a section of pipe and just fix it. I got the jackhammer out and drilled one hole in the concrete. Right when I got through the concrete there was a 6 inch geyser of raw sewage spewing into the air.

Does that mean it was poop and pee?

Yes, that shot up into the air and didn’t stop for quite some time.

Eeeewwwww.

For many years, their sewer line had been severed. Their sewage had been seeping into a cavern under their house.

Ewww. Gross.

Yep. I had to leave my work clothes in the garage that day.

What’s the funniest thing that ever happened at work?

There was a guy from a supply house running parts to me on the job and he was waiting for us to finish something. We were drilling holes through 12” concrete with a giant hole saw. The floor underneath was finished. We had to have a guy on the floor below us to catch the concrete plug with a bucket below us. This job runner was bored and so he put the bucket on his head, without us knowing. The concrete core landed in the bucket on his head. I looked through the hole down below and there he was sprawled out on the floor.

Hee. Heee. That was funny. Was he okay?

Yes.

What was a difficult job that you did really well?

Well, I think we do jobs really well when my team works together, Gabe, Travis and I. We all have different strengths and knowledge, so we can solve problems together.

This past year at Rimview Apartments, Gabe and I replaced multiple valves in a 6” water main, in a pit that was 12 feet deep and five feet around. That was challenging because there was barely enough room in the pit to do what we needed to do and we had to actually jackhammer out some of the concrete pit to make enough room to make it work. We were happy when that was done.

How long have you owned your own business?

I started Rimrock Plumbing in 2013, after working for more than eight years at Precision Plumbing and then Acorn Plumbing. I added my first employee, Gabe Hopkins, who is a master plumber, in 2015. Gabe was the commercial superintendent for Precision Plumbing. Then I hired Travis Franklin, a journeyman plumber, in 2017. Travis was an experienced service and trim plumber.

I had already worked with both Gabe and Travis for several years in the past. I admired them for their plumbing skills, knowledge, customer service and work ethic. I knew I could trust them both, which was super important. I’m lucky to have them at Rimrock Plumbing.

Thanks, Daddy. Can I go read my book now?

Yes. Good night.

By Ellie Manske, almost a 6th grader, with her dad, Bill Manske, owner and master plumber, Rimrock Plumbing

Under Pressure

Wed, 16 May 2018 17:33:05 GMT

Can you have too much water pressure?

You might think that high water pressure would make for a nice shower, more water power to wash out dirty pans and make it easier to wash your car. Isn’t more always better? Not so with water pressure.

Some national and regional plumbing codes and most plumbing product manufacturers say that water pressure should not be more than 80 pounds per square inch (psi). Often, in some areas of Billings, including the Heights, water supply pressures can be more than 120 psi.

What is bad about too much water pressure?

Water heater tank explosions
Shorter water heater life
Banging or noisy water pipes when turning water on or off
Leaking faucets
Running toilets
Pinhole leaks in water lines cause damage
Increased sewer bill costs because sewer charges are based on water usage through metering
Increased hot water heating costs – if water pressure is high, the increased volume and rate of cold water flowing through a water heater increases the cost of operation
Water is wasted when running at a higher pressure than needed (twice as much water flows through a plumbing system at 150 psi as flows at 50 psi)

How do you solve the problem of too-high water pressure?

Install a water pressure-reducing valve, also called a regulator. They are easy to install. Usually they are installed above your water meter and before your sprinkler line, if you have one. (Your water meter will be in your mechanical room.)

Can I test my own water pressure?

If you want to measure your own water pressure, purchase a water pressure test gauge at your local hardware store. Screw it on to a hose bib (outside faucet, where the hose is attached) and turn it on. Whatever the gauge says will be your water pressure.

If you have a concern about your water pressure or want to have a pressure-reducing valve installed, call Rimrock Plumbing at (406) 855-7131 .

Bill Manske, Owner and Master Plumber

3 Signs You Need a New Water Heater

Mon, 23 Apr 2018 18:05:26 GMT

Blog #3

April 23, 2018

3 Signs You Need A New Water Heater

Your water heater is an appliance that can last for years, yet daily usage will take its toll and your water heater will eventually need to be replaced. Here are four indicators to watch out for so that you have plenty of time to repair or update your hot water system before a malfunction leaves you without hot water.

1. Age of Water Heater

If your water heater is approaching 10 years old, then you should consider getting it professionally inspected by a licensed plumber to determine if it needs replaced. If you’re not sure of its age, look for the manufacturer’s label on the upper part of the water heater. This label will feature the serial number for the unit and a date code for when it was made. Go to the manufacturer’s website to decode the serial number and determine the date your water heater was manufactured.

Older water heaters are less efficient and upgrading to a newer model, such as a hybrid or tankless water heater, can really help cut energy costs. Circulation pumps, mixing valves and timers can also help reduce water waste, as you’ll no longer have to keep the tap running constantly, waiting for the hot water to arrive.

2. Less Hot Water

Brrrr! Has your family been complaining about the hot water running out during showers or baths? A definite sign that your water heater is wearing out is when it starts producing less hot water or none at all. This issue could be caused by several factors. Over time, sediment can build up in the tank, reducing the volume of hot water available for your home. Another common problem is that the heating element or burner components start to fail and are unable to heat the water to the desired temperature. Either way, it’s time for a new water heater.

3. Leakage and Rust

Leakage and rust are two common signs that your water heater at the very end of its life. You do not want to get to the point of water leakage – this can result in disaster. If you turn on the hot water and it looks brownish-red (rust), or you find water pooling on the floor around the heater, then the inner tank seal of your water heater has failed.

It is always better to be proactive with your water heater so you are not without hot water for a day or two. Most people prefer to have time to consider their options for water heaters because it’s a major purchase. You can discuss the pros and cons of tankless, hybrid or traditional water heaters. It’s not as easy when you are trying to do this on a Tuesday evening when the sink is full of dirty dishes, there is a pile of soccer and baseball uniforms that need washed for the game tomorrow and all the kiddos need a bath.

If you have questions about your water heater, give me a call at (406) 855-7131 .

Bill Manske

Owner and Master Plumber

Rimrock Plumbing

Is the Water Off?

Wed, 11 Apr 2018 18:14:18 GMT

Mechanical room in my house. The water meter and water valve is to the right of the furnace. Every mechanical room looks different, but the water meter is in the mechanical room at least 90% of the time. If not, we would have to look around the house to find it

Gate valves look like this. Turn right to turn off the water to your home.

“Hello, Rimrock Plumbing,” I said.

“Yikes! Our basement has a foot of water in it and I don’t know why!” said someone over the phone.

“Shut off the water to your house and we’ll be over right away,” I said, as we wrapped up another job.

“But I don’t know HOW to shut off the water to my house!” said the person who was freaking out.

Everybody should know how to shut off the water to their house. This will be important for you in these types of situations:

If you have a water emergency, such as a lot of water spraying or water leaking through the drywall and you don’t know where it’s coming from – shut off the water to your house, then call me.
Or to prevent a water emergency, turn off the water to your house before you leave home. You should definitely do this before you go on a vacation for more than a weekend, or leave your home for the winter to enjoy the Arizona sunshine next winter. (I’l have a whole blog about shutting down your house for the winter.)
In the summer, keep in mind that shutting off the water to your house will probably shut off your sprinkler system as well. However, it’s usually possible to keep on your sprinkler system and we can show you how. Give Rimrock Plumbing a call.

First, do you know where the water valve is? It is just below your water meter. So where is your water meter? Your water meter is usually in your mechanical room, near your water heater and furnace. (See photos below.)

If your valve is a ball valve it is on a pipe and it has a lever. (Ours is yellow in the photo.)

If the lever is parallel to the pipe, going in the same direction, then the water is turned on.
When the lever is perpendicular to the pipe, a quarter-turn (90 degrees) from the pipe, then the water is turned off.

If your valve is a gate valve, it has a round knob

To turn on the water with a gate valve, the knob has to be turned counter-clockwise multiple times.
To turn off the water with gate valve, turn the knob clockwise to turn the water off.

If it’s a gate valve, it’s an older type of valve, usually in an older home. In most newer homes, they use ball valves, because they work better. (More on that later.)

If you are doing this before going out of town, you need to turn on a faucet, both hot and cold, on the upper-most level of your house. Then, go to the lowest level of your house, and turn on another faucet, both hot and cold. This will de-pressurize your water system and most of water in your pipes will drain. Water will drain out for a few minutes. Just leave the faucets open the whole time you are gone.

Just remember that those faucets were turned on when you turn your water system back on. There will be air in the lines, so the water will sputter and spurt when you turn on the faucets again. We usually turn all the faucets on one at a time starting at the top floor.

P.S. You’ll get one more flush from each toilet after your water is turned off! (My wife asks me this question every time.)

And, of course, if you need help doing this sometime, you can call us at Rimrock Plumbing.

– Bill Manske, Owner and Master Plumber

(406) 855-7131

rimrockplumbing@gmail.com

Gate valves look like this. Turn right to turn off the water to your home.

Water turned on to entire house (ball valve with lever pointing down, parallel to pipe)

Water turned off to entire house (ball valve with level at 90 degree angle from pipe)

Spring tips from your local plumber

Wed, 04 Apr 2018 18:18:27 GMT

The Leak Blog

Rimrock Plumbing

April 2018

One of these days we’ll wake up to spring weather without a yard of snowy, frozen tundra. The sun will come out and you’ll want to water your lawn and flower pots.

Wait, you all disconnected your garden hoses last fall, right? Good.

In the spring, you must check for a leak below your hose bibs to avoid a potential flood disaster. The hose bib is the thing you attach your hose to on the outside wall that looks like a water faucet. You are going to be sure there wasn’t a water line leak over the winter.

First, connect the hose to the hose bib. Before you turn it on, attach a sprayer or a cap to the end of the hose. Turn off the sprayer so the water does not come out of the end of the hose.

Second, turn on the water all the way at the hose bib, so the hose is fully pressurized but no water is coming out the end.

Third, listen carefully before going to investigate, or sending another family member to investigate for you.

If you do hear water spraying from inside the house, then quickly turn off the water so you can find the leak in your basement or crawl space.
If you don’t hear water spraying, keep the water on to the hose and go inside to your basement or crawl space.

Basement : Go to the area of the basement below where the hose bib is located and look for a water leak in the ceiling or water on the wall or floor below.

Crawl space : If you have a crawlspace you will need to get in the crawlspace to visually check. It may be dirty and filled with spider webs, but it is a good idea to look around down there every once in a while. Go to the area below the hose bib and look up to where the pipe is going out to the hose bib. You may see water spraying from a leak in the pipe above or water on the ground.

Slab on grade (home built directly on concrete): the water pipe will be in the wall, so you might hear water spraying inside the wall and you may not see anything.

If you have multiple hose bibs check each one the same way.

If you do find a leak, then call me so we can repair it for you.

Bill Manske, Owner and Master Plumber

406-855-7131

rimrockplumbing@gmail.com