Guest Article by Jon Reyes
Make a Great First Impression
First impressions mean everything when you’re working on plumbing issues in people’s homes and businesses. Have a courteous representative take incoming service calls or be courteous and polite yourself and keep customers informed if there are any delays in getting yourself or any technicians out to them – delays do happen, how the customer takes this initial delay in your new relationship is all in the delivery of the news.
People are generally not in a great mood when they call in with plumbing problems. You or your staff should have a positive attitude, and assure them that their repairs will be done professionally, and in a timely manner.
When you arrive, it’s always a good idea to be wearing a clean uniform and look neat in appearance. Always wipe your feet or use booties when entering a customer’s home or business, without having to be asked – Even if you don’t do this in your home, people do have different takes on what they expect.
Always try to be polite and friendly with your clients, and this includes using please and thank you when they address them. It’s important to gather information from the customer, in order that they can affect a proper repair.
If you end up working in an area away from the people who live or work in the building, you might try listening to a radio to fill the air. Be sure that their radio isn’t being played too loudly and form an unapproachable barrier for the customer to come to you, you might miss something the client wants to ask if you are tuned in to the radio instead of the customer.
Go Above & Beyond on your Service Calls
You can recruit many customers, but if you don’t care for them in a proper way, all your advertising money may as well be flushed down the toilet. You need to be sure that you not only meet but exceed your customers’ expectations when they call you for an installation or repair.
Going above and beyond isn’t necessarily time-consuming or costly for your company. You can perform plumbing check-ups when you’re in a customer’s home or business for a service call. If there are any minor issues, you can offer to take care of them either at no cost or at a minimal cost for them. This could range from a quick and efficient drain cleaning to replacing an old aerator on a faucet.
Depending on your company specialties, you can spur referrals by word of mouth, if your current customers are satisfied. Going the extra mile helps retain current customers and also brings in new ones.
The one thing about plumbing issues or costs the people incur as a ‘one off surprise’ is that they tell friends and family about this nuisance and unexpected cost. Going the extra mile and pleasing a customer mean that you and your company are mentioned in that conversation to numerous people that they will one day have an issue requiring your services.
Your technicians should take the time to listen to the concerns of your customers, and then approach the problems professionally and in an orderly way. People appreciate it when technicians take the time to analyze the problems they are experiencing and offer them the best options. If they’re using a camera in their lines, for instance, they may be interested in the process. It only takes a few minutes more to help them understand what they’re doing and what they’re finding in the lines.
A good sense of humor is helpful in the plumbing business, too. Even though the work sometimes seems thankless, your steady customers will appreciate a positive attitude on the part of the plumber with whom they’re working.
Good plumbers help their customers to understand the root causes of their problems and answer any questions they may have. Explain the problems in English, so the customers understand what’s going on.
Cleanliness is vital if you want your customers to be happy about the job your employees do. Be sure they tarp anything that could get dirty, and take off your shoes if they’re working in muddy conditions outside their house. Plumbers should keep their tools laid out in a small area and clean everything up when they leave.
Take the extra time needed to diagnose problems that may arise while work is being done. Especially when working on old lines, there may be unexpected complications. Do the repair for the long term, not just for the day your technician is there. Give them the time to track down and repair any issues, while explaining to the customer what’s wrong.
Before your plumber leaves a job site, have them leave them your business card, in case the customers have any questions, concerns or issues.
After your installers complete a job, you could call your customers back to be sure that they are still happy with the performance of their equipment after an installation or repair and really impress your name on to the customer’s brain. If there is an issue, you can address it immediately and resolve it, so that the customer’s overall experience will be a positive one.
If you want to enjoy a growing plumbing business in your town, you’re not the only company that has their eyes on that prize. If you have happy customers, they’ll tell their family and friends about your service, and gain you more customers without any extra work on your part.
Written by Jon Reyes. Jon is a guest author from Steam Shower Store and is a respected and expert voice in a plethora of health related subjects with over 10 years of writing under his belt.