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Across 50 of 245 Google reviews analysed, the pattern that matters most for hiring decisions is operational reliability: customers repeatedly confirm that arrival times are honoured, quotes are given before any callout fee is charged, and worksites are left clean — three things that are notoriously inconsistent in the residential plumbing trade. Reid handles most of the quoting and client communication personally, while Dane is the technician named most often for complex diagnostic work and customer-facing explanations.