Introducing Ripley: Advanced Piping Systems becomes fourth generation family business

Founded in 1990, Advanced Piping Systems is proud to be one of thousands of Australian family-owned businesses.

In October 2021, we were pleased to welcome Ripley Craig — a fourth generation Craig — into the business.

Like many family businesses, while Ripley commenced his ‘official’ duties 17 months ago, he’s unofficially been a part of the team since he was in high school.

School holidays were often spent helping his dad Nathan and uncle Caleb out in the warehouse (when he wasn’t surfing, fishing or camping on South Australia’s Yorke Peninsula!)

Arguably Australia’s most knowledgeable 19-year-old when it comes to HDPE pipe and fittings, since joining Advanced Piping Systems, Ripley’s extensive product knowledge is put to the test each day as a Customer Service Representative.

Working alongside Customer Service Manager Anna Duffield and his younger sister Tuscany Craig (who he is currently training), Ripley is often the first person you’re likely to speak with when you reach out for a quote or for advice on your poly pipe project.

He has quickly become known for going the extra mile for our customers, by actively listening to their needs and delivering the best solutions possible.

“Day to day, I look after our current and potential customers, responding to their questions by email, phone, or via the online chat,” he said.

“I listen to their issues and problems and then work through a process to assist them in the best way possible.

“That’s what I enjoy most, the relationships with our clients, and the problem-solving element.”

The importance of listening to customers has been instilled in Ripley since he began, which he regards as a key component of delivering excellent customer service (‘We Listen. We deliver.’ is our ethos, after all!)

“Listening is a massive thing with customer service,” Ripley said. “You’ve got to listen to people’s problems and make sure they feel like they’re being listened to.

“It’s also important to have all-rounder technical knowledge in this role, especially over the phone when people want answers straight away.

“You can’t put them on hold and do your research while they’re on the phone waiting…you’ve got to answer the questions.”

Enthusiastic, driven and with an air of quiet confidence, Ripley knows a time may come when he will take the reins of the business. He doesn’t let that phase him though.

Instead, he’s focusing on helping our team, and our customers, by learning as much as possible.

“I’m always keen to give new things a go and always willing to help the team,” he said.

“There’s a real culture where everyone motivates each other here, we celebrate success together, and everyone’s trying to help each other grow.

“So, I just take the future as it comes…it doesn’t really scare me too much.

“The family’s always there to support each other, and with the team, it’s not like you’re going to be out there on your own.”