How to improve customer service as a plumbing contractor

Good customer service is one of the most important things that can affect the success of your company. This is the basis of your business. After all, no matter how good you are at what you do, you will never be called back to the same place twice if you are not seen as reliable or efficient. Bad customer behavior will not earn you a referral, and word of mouth is still one of the best advertising tools a professional can have.

When you own a plumbing company, or any company for that matter, one of the most important aspects of running a successful business is customer service. You may provide the best service imaginable, but if your customer service is poor, the survival of your plumbing company may be affected.

Receiving calls during business hours

When it comes to common plumbing problems, they can be a nightmare for homeowners. A burst pipe, for example, could flood a basement and cause significant damage if not repaired quickly. As a result, a rapid response is critical. It all comes down to how long it takes to pick up the phone and arrange an appointment. When a potential consumer contacts your company, they want their plumbing problems resolved as quickly as possible.

However, if they are greeted by an answering machine or asked to leave a message, they are likely to contact a competitor.

Build a strong online reputation

The world of internet reputation management may seem like too much for your small family-owned plumbing business, but it shouldn’t be neglected or dismissed as something that only the younger generations need.

When it comes time for the average consumer to hire a plumber, whether for a last-minute emergency repair or a long-awaited planned job, most consumers turn to the Internet for help.

Your online reputation as a local business can make or break you. Your online reviews are now just as important as word of mouth in the past. Not only can your online reputation give you an edge in the industry, but it can also give you insight into what your customers care about. So how do you manage your business’ online reputation?

Focus on boosting your professional profile by adding new content in the form of new social media accounts, blog entries, articles, forum posts, as well as reviews.

You have a team of well-trained staff.

As part of your team, make sure you have people who know what they’re doing. Doing the job right the first time can pay off a lot for your company. When a new customer contacts, one of the worst things that can happen is if the person on the other end is unable to provide them with any relevant information. This makes a bad first impression, and you can bet this guy will never get close to you again.

As a result, it is critical to invest in your workforce. Allow them to learn and grow as professionals. They, as well as your customers, will be appreciated. Since the success of your company depends on you and your employees, it is essential to satisfy them. Their job satisfaction will be reflected in the degree of customer service they provide.

Customer follow up

Successful plumbers understand that their work does not end when they leave a customer’s property.

Follow-up is important because it lets you know if everything is working well and if the project has been completed to the customer’s satisfaction. Evaluate customer feedback and apply it to your business. According to studies, 59 percent of customers will not return after experiencing poor customer service.

If the customer is not satisfied, it is your responsibility to determine what went wrong and correct the situation.

Show gratitude

Show the customer that you appreciate the fact that they called you. You can do this by doing small basic gestures like putting paper socks on your shoes so that they don’t get dirty in their house by accident.

It will mean a lot to them and will leave a positive and lasting impact on them if you do things like this. You can be sure that they will call you back in the event of a plumbing emergency, and your phone number will be sent to their friends if they ever encounter a similar problem.

Educate customers about new technologies

You will be considered a plumbing expert if you know a lot about advanced technologies and can explain how these developments can improve their homes. You can use this information in email newsletters to existing clients to keep your business top of the line and encourage repeat business and recommendations.

Plumbing is a competitive industry, and thus maintaining a profitable business requires a customer base of repeat customers. To do this, you must create an exceptional customer experience.

Always pick up the phone and follow through on your promises. This will make you and your business seem trustworthy. Surround yourself with a team of well-trained professionals who can handle even the toughest situations.