Welcome to the team, Tom.
We're glad you're here. You were hired because you care about people, and that's the whole job. Your first 30 days are about learning how we do things, not getting everything right. If you're stuck, call Jess. That's what she's here for.
The big picture
Ironbark started in 2009 when Sarah Mitchell bought a second-hand ute and a set of tools. Today we're a crew of 22 keeping homes in Melbourne's east running. Where we're heading: the most trusted plumber in the east by 2028, with every customer saying they'd book us again.
Our values
Turn up when we say we will.
What it looks like on a Tuesday
"If a plumber's running late, you call the customer before they have to call us."
Leave it cleaner than we found it.
What it looks like on a Tuesday
"Drop sheets down, boots off inside, and we take our rubbish with us."
Fix it right the first time.
What it looks like on a Tuesday
"We don't book a cheap patch-up if we know it'll fail next month."
Look after each other.
What it looks like on a Tuesday
"Someone's having a rough day on the phones? Grab their next call."
Who we are and why
Nobody wants to need a plumber. When they do, they're stressed, wet and worried about the bill. We exist to make that moment easy: someone friendly answers, someone reliable turns up, and the price matches the quote.
The client journey
Customer calls or books online.
Owner: Customer ServiceBooking confirmed by SMS with a time window.
Owner: Customer Service"Your plumber is on the way" text with the plumber's photo and name.
Owner: Field teamJob done, before and after photos sent to the customer.
Owner: Field teamInvoice sent and paid on the spot.
Owner: Field team and AccountsFollow-up call 3 days later and a Google review request.
Owner: Customer ServiceOffer Ironbark Care, our yearly maintenance plan.
Owner: Customer Service
What we sell and why
Emergency plumbing
24/7, burst pipes, leaks, no water
Hot water systems
Repairs and new installs, gas, electric and heat pump
Blocked drains
CCTV camera inspection and high-pressure jetting
Gas fitting
Cooktops, heaters, leak testing
Bathroom renovations
Full design and build
Add-ons you'll offer
- Ironbark Care plan, $199 a year, includes a yearly check-up and 10% off all work
- Water filter install
- Leak detection
You'll offer Ironbark Care on every follow-up call. It's the easiest yes we've got.
People and org chart
Sarah Mitchell
Managing Director
Dan Kowalski
Operations Manager
Liam O'Brien
Field Supervisor
Team: 12 plumbers and 4 apprentices
Jess Tran
Customer Service Lead
Team: 3 coordinators, including Tom You
Priya Nair
Office and People Manager
Accounts
1 person
How we work
Toolbox talk
Every Monday at 7:00am, whole crew, 20 minutes.
Office huddle
Daily at 8:45am, office team, 10 minutes.
Microsoft Teams
Microsoft Teams for all chat, email for customers only.
Office hours
7:30am to 4:30pm, Monday to Friday, on a rotating Saturday roster.
BBQ on the last Friday of every month. Dan does the snags. Don't let Dan near the onions.
Our software stack
ServiceM8
Jobs, scheduling and quotes
Used by: Everyone
Xero
Invoices and payments
Used by: Accounts and Customer Service
Aircall
Phones and call recording
Used by: Customer Service
Microsoft Teams
Team chat and meetings
Used by: Everyone
Google Business Profile
Reviews
Used by: Customer Service
Loom
How-to videos
Used by: Everyone
Priya sets up all your logins on day one. Something not working? Message Priya on Teams.