For the last 66 years, ACME Plumbing, Heating & Air Conditioning Company of Durham has been serving the Triangle. Larry Tilley, President, explained that his grandfather started ACME Plumbing, Heating & Air Conditioning after returning home from World War II in 1947.
Operating under the third generation of the Tilley family, the business still resides in Durham today. Tilley welcomed Jason and I into his downtown Durham office and it was easy to see why the business has been around so long.
“If a toilet is stopped up, the toilet does not care if it is residential or commercial,” Tilley quipped. “We’ve tried to divide our business to know how much we are doing on the commercial side and the residential side.”
ACME Plumbing, Heating & Air Conditioning is responsible for commercial plumbing construction, including recent jobs in Fort Bragg and Saxapahaw. Benjamin Franklin Plumbing and One Hour Heating and Air Conditioning serve all residential needs.
Run by their parent company Clockwork Home Services, the two franchises take pride in arriving on time. Tilley elaborated, “If we are late to a service call we will pay you $5 per minute up to $300 for plumbing needs or the service is free for HVAC calls.”
“The money is not that big of deal,” Tilley continued to explain the policy. “If we are late, it’s important that we value our customers time.”
We were excited to learn how Tilley dispatches his mobile workers emphasizing on-time and service money back guarantees. Tilley utilizes a national dispatch center to direct work orders to the office in Durham and distribute jobs to one of his technicians.
“Once a call is scheduled, our dispatcher assigns a job to one of our technicians,” said Tilley. “We have a software system that directly texts jobs to our guys phones. We text them the calls and now we are getting to the point where they are texting us back, which is really helpful.”
We went on to discuss Four Dispatch and changes in technology that will impact the service industry. Tilley is savvy about upcoming and new technology. He anticipates his company will use tablets to further enhance customer service.
ACME Plumbing, Heating & Air Conditioning Company of Durham is rooted in the community. Their three brands will continue to serve the Triangle. And that’s an on-time money back guarantee.