A decade of first class service
Ten years after launching into business, heating and plumbing specialist Solitaire is planning for further growth based on a foundation of customer service, innovation and quality.
As founders and directors, Paul and Caroline Corrigan, celebrate Solitaire’s 10th Anniversary they are focused on looking ahead and building on the outstanding reputation they have with homes and businesses across mid Essex.
Big enough to trust, small enough to care, Solitaire has ambitions to remain at the forefront of an industry which is constantly evolving and embrace the challenge and opportunities provided by the growth of renewable energy.
The Solitaire story began when Paul – having spent many years working for major boiler manufacturers – decided he and wife Caroline (a teacher by profession) could make a success of working for themselves.
A passion for plumbing and a desire to create a business which focused on customer satisfaction, quality and trust fuelled the early days of Solitaire and its small team and handful of tools!
But the business had a lot to contend with in the early years with the dynamic duo often finding themselves overwhelmed by the demands of running a small business; they say that teamwork was the key to ensuring they survived and then thrived.
“We were never off duty, even at weekends and on holiday,” said Caroline. ‘Being a team was essential.”
Paul added: “It was a struggle financially too. I remember one job I was doing was a bathroom in Colchester, payment was due on completion. At one point, I couldn’t afford a full tank of diesel to go in my van and when I eventually got paid for that job, it was quite an emotional moment! We still work for that customer today!”
Having survived the early years, another potential obstacle surfaced in the shape of the Covid pandemic which Paul and Caroline turned into an opportunity to grow.
“Covid challenged us as keyworkers,” said Caroline. “Embracing support from the Government to enable us to retain our furloughed staff, while our skeleton staff supported our customers throughout the lockdown, we bounced back investing in additional vans and growing as a company once allowed to do so.”
Throughout their 10 years in business, the Solitaire team’s success has been based on some key principles.
“Turn up when you say you will turn up, and if you are running late then keep the customer informed,” explained Paul. “Always get the quotation sent out after a survey, charge fairly and always have a smile on your face, even if you are having a bad day!”
The company’s growth has enabled Solitaire to become more than a two person team and maintain this best in class customer service, vital in a competitive market where there are plenty of very good plumbers.
“If a customer calls they go through to our office and we deal with their issue. If a customer emails, it gets dealt with asap. If we survey a job, the quote gets sent out within 24hrs. When we book the job in, we attend and the customer is aware of the estimated time the evening before,” said Paul.
Another key component to Solitaire’s success has been its adoption of new technology which has made the business more efficient and allowed it to give customers best advice.
“Technology has changed massively, all our records are online based now so no longer has piles and piles of gas certificates!’ said Paul.
“The biggest thing for us is our customer relationship management (CRM) package which allows us to plan diaries, plan travel, invoice, quote, monitor training expiry dates, mot’s, the list goes on. It also provides the customer with ETA’s the evening before and send emails like reminders for boiler services.”
“Use of Smart technology as well as the adaption of ASHP/GSHP allow for a better offer to our customers especially with the new Governments incentives and schemes to help customers transition to low carbon technologies,” added Caroline.
Aligning new technology to world class customer service has been integral to Solitaire’s growth but that has been made easier by the quality of the team working for the business.
“Our team are amazing professionals. They are integral to our decision making through our meetings as well as our weekly breakfast socials and after work pub get togethers. Our managers support their teams expertly to ensure their well-being, being on the phone for support and ideas, as well as with quality control meetings on larger jobs, and quarterly catch ups and annual careers reviews,” beamed Caroline.
“Training is essential for our staff and we support their long-term goals with courses, qualifications, as well as giving bespoke onsite training each week in our Toolbox Talks.”
Added Paul: “I feel we have always treated our engineers the way I would have liked to be treated if I worked for a company. We treat them to breakfast once a month and occasionally treat them to a drink down the pub (maybe a couple of times a week.”
Although the business is embracing renewable technology – Solitaire has become approved and licensed heat pump installers and is keen to help homeowners understand the benefits of sustainable living – Paul still loves going back to basics with a good boiler repair and satisfying another customer
“Every satisfied customer we have and every good review we get is a massive reward and will carry on being that way,“ promised Paul.
And what would Solitaire’s advice be to budding business owners? There’s plenty of ways which help to make a business a success but fundamental, said Caroline, is to value the team which supports the entrepreneur.
That focus on teamwork, customer service and quality is what has driven Solitaire’s success over ten memorable years and which – as it celebrates its tenth anniversary in 2025 – looks set to ensure many more successful years ahead.
