BeeXpress Plumbing & Heating is a family-run company that takes on everything from replacing tap washers to designing and installing entire heating systems. As one of its many positive reviews on the Which? Trusted Traders website says:
‘I have used BeeXpress several times. It is punctual, reliable and honest. The prices quoted were clear and reasonable. The work is done to a high standard. The company’s ethos is to treat the customer as they would want to be treated.’
Winning is worth the wait for Ben Margulies, BeeXpress’ founder and managing director. The business had been close to taking the title for a couple of months and, undeterred, BeeXpress continued to work hard on getting excellent reviews and spreading the message about Which? Trusted Traders to its customers. This month that persistence has paid off.
The judging panel felt BeeXpress was a cut above the competition, and were particularly impressed with its use of social media.
Find out how your business can be the next Which? Trusted trader of the month. Read on for more about this month’s winner.
Caring for customers
Ben has been in the trade for 15 years, and running BeeXpress for the last five. He wanted to create a company that customers could trust, with the transparency and reliability that inspires confidence. ‘The main objective at BeeXpress is to offer customers experience, professionalism and excellent service,’ Ben said.
Customer service is at the heart of the BeeXpress offering. Ben told us he regularly goes on manufacturer training courses and exhibitions, to ensure he’s up to date with the latest developments with different boilers and controllers. This means he can give his customers the best advice, and save them money if possible.
He gets a lot of work through word of mouth, because people know that they can trust BeeXpress - something that’s really important to Ben and the company. Ben said: ‘One of the biggest targets for us is trust. I know it can be difficult for customers to let somebody into their home, but I want my customers to feel comfortable with using us.
‘We work on our industry expertise, so customers can feel confident that we can handle any eventuality. We always leave whatever home we work in neat and tidy, with hot water and heating where possible.'
Which? Trusted Traders
Reassuring customers was one of the things that led BeeXpress to join Which? Trusted Traders around three years ago. The association is important for Ben, as a sign of quality and reliability. He said: ‘People trust Which? I want them to think about BeeXpress in the same way.’
BeeXpress’ uses the Which? Trusted Traders logo on its vans and workwear, and give each customer a card to encourage them to leave a review on the site. As a result, BeeXpress has got a large number of excellent reviews which, in turn, encourage new customers to use its services. For example:
‘It’s so refreshing to find a plumber I can trust to do a job well and quickly. I'm a single parent to two young boys, and don't feel comfortable with strange men entering our flat. BeeXpress was brilliant. Firstly, they came the same day. Secondly, the plumber was friendly and reassuring. Thirdly, he knew what the problem was straight away, he fixed it and, best of all, didn't charge me a fortune. I would so recommend these plumbers!’
Joining the scheme didn’t necessarily make a difference to Ben’s existing customers, but he says it’s been really useful for new customers to find the company through the Which? Trusted Traders website, and to see the logo on the BeeXpress site too. A particularly inspired way of using the logo is on radiator keys, which Ben gives to all his customers at the end of a job.
Despite being busy with customers old and new, somehow Ben manages to find time to keep up with marketing activity for BeeXpress. Ben is a popular figure on the Which? Trusted Traders social media platforms, regularly contributing to discussions and sending in images of how he uses the Which? Trusted Traders logo to promote his business.
Congratulations to Ben and all at BeeXpress Plumbing & Heating Ltd – a well-deserved Which? Trusted trader of the month.