Jim’s Group, Australia’s iconic franchise network, is relaunching Jim’s Plumbing, after years of customer grievances under a previous licence agreement.
For several years, Jim’s Plumbing operated outside the conventional Jim’s Group system. Customers would be required to pay for a call-out even if no services were rendered. Coupled with steep prices, this led to a barrage of customer complaints. Furthermore, the parent company, Metropolitan Plumbing, was thrust into the spotlight following a less-than-flattering exposé by A Current Affair in late 2022. In light of these issues, Jim’s Group made the decision to retract the rights to the Jim’s brand in early 2023.
The rebranded Jim’s Plumbing is now incorporated as a standard franchise within the Jim’s Group with calls going via the national office to provide oversight of any complaints. Follow-up surveys are dispatched after 10 days, enabling swift action on customer concerns and offering prompt coaching to franchisees who may falter in service quality. This methodology has significantly cut down complaints across Jim’s other non-plumbing divisions over the last decade.
Starting September 2023, the revamped Jim’s Plumbing is slated to operate on a national scale. Jim Penman, the founder of Jim’s Group, voiced his ambition to provide unparalleled plumbing services across Australia.
“At Jim’s Plumbing, all quotes are free and documented, guaranteeing transparent upfront costs,” assured Penman. He further expressed regret to any former clients who felt unfairly charged, saying, “Although the preceding licensee offered prompt and dependable emergency assistance, it didn’t meet the standards maintained across our other franchises.”
With the rebrand, enquiries for Jim’s Plumbing services are surging. The plumbing division also has franchisee opportunities across Australia.
Penman highlighted the advantages for interested plumbers: “We equip our franchisees with business training, mentorship, and cooperative advertising initiatives. Our statistics indicate an impressive 88 per cent of our franchisees successfully navigate their initial year, especially those prioritizing premier customer service. This stands in stark contrast to the 5-10 per cent success rate observed among independent service startups.”
He emphasised quality, “We aspire to have the best team delivering top-notch service. All our franchisees are insured, police-verified, and bolstered by the guarantees of Jim’s Group. While our rates might not be the most competitive, our aim is to be unparalleled in quality!”
Jim’s Group was founded by Jim Penman in 1989. It has over 5,000 franchisees spanning 48 divisions. The family-centric operation supports individual operators, fostering a flexible work environment and opportunities for growth.
