As a plumber, being able to convert leads and build your customer base is vital to helping you grow your business and serve your local community. Part of being able to do this is to provide exceptional customer service. Despite the fact there is a high demand for plumbers across the country, meaning there is an abundance of customers per active plumber, delivering poor customer service will drive people towards your competitors regardless of how hard it is to secure plumbing services.
With this in mind, this post will look at ways you can elevate your customer service and build an excellent reputation in your local area.
Focus On First Impressions
First impressions count, and the reality is that you only have mere seconds to make a good first impression. This impression can be made digitally if people find you online via a website or social media account. It can be made via phone if they call you, or it can be in person if they come across you during your working day; it can even be driving around town if you have your company details on a car or van. The better a person's first impression of you, the easier it will be to build a positive relationship with them.
An excellent first impression for plumbers is being polite and courteous in all engagements prior to booking the job as well upon arrival too. It's about arriving smart and presentable for jobs when booked or arriving to give out quotes and having a user-friendly website that provides necessary information and allows people to navigate and find what they need easily. A well-designed website can significantly enhance your professional image and customer service, and it's a great platform to showcase your services and collect customer feedback.
Establish Trust and Reliability
Trust and reliability are the cornerstones of any successful relationship, especially in the plumbing business. Doing what you say you will do, being on time, and maintaining open and honest communication are the perfect foundations for building trust and reliability with your customers. You need to foster a sense of trust with your customers because if they don't trust you, they're highly likely not to hire you, be a returning customer, or recommend you for plumbing jobs for others.
You need to foster a sense of trust with your customers because if they don't trust you, they're highly likely not to hire you, be a returning customer, or do future plumbing jobs. The best way to do this is to improve your communication.
Always communicate what you are doing, what you're looking for and the scope of the work. Explain the steps clearly, the timeline and what they can expect from you. Remember, they're likely getting more than one quote, especially for more extensive jobs, so what you tell them and quote them needs to match what they already know, expect to be told or have been told and be realistic in terms of timelines and costings. Don't try to undercut yourself, oversell, or be ambitious about how long it will take out to complete if you cannot commit to this.
Use Quality Tools and Supplies
Quality tools and supplies are not just a luxury but a necessity. If you're cutting corners by using subpar equipment, it's highly likely you won't achieve the standard of finish you need to deliver. Over time, the customer will realise this, and the work you carried out won't last as expected, leading to complaints and rework.
If you're dedicated to delivering the best customer service and building a positive relationship with your community, you need to be able to complete the work to the highest standards, using the correct tools, buying your parts, such as ¾ Flanges, from reputable suppliers, and completing each job to the highest standard possible. Anything less will detract from the customer experience and result in issues for you further down the line.
Collect Great Reviews
Not all reviews will be positive; no matter how hard you try, you cannot always please everyone. But you can deliver each job with the aim of receiving a five-star reference. The better your work and the more people you are, the more people will leave your reviews.
These reviews, whether positive or negative, are valuable feedback that can help you identify areas for improvement and enhance your service quality.
You need reviews posted on your website if you have one, on your social media accounts, third-party review sites and even through word of mouth, which is a great way to get more customers and build a great reputation.
Remember, people are faster to tell others about poor service they receive than praise for a job well done. You want to avoid the former as much as possible and to do this; you must be at the top of your game.
When you have completed work for a client, ask them to leave a review or tell others about you. If applicable, leave them a business card so they can share your details and help you demonstrate to others that you're the right plumber for them.
As a side note, if you do get poor reviews, respond to them carefully and professionally. Acknowledge the customer's experience, express your regret, and if they have a valid point, assure them that you will take their feedback on board to make necessary changes. This not only shows your commitment to improving but also demonstrates to potential customers that you take their satisfaction seriously.
Give Yourself an Edge
You need to give yourself a competitive edge. As mentioned, plumbers are in great demand, and you need to be the person they choose from because of your reputation, not because you're the only person available.
Building an excellent reputation for delivering outstanding customer service and a high completion level will set you apart from other plumbers in your area.
Customer service is not just about fixing plumbing mistakes and doing a good job; people want a skilled and knowledgeable tradesperson they can rely on and one who treats them well understands what they need, listens to them, and takes things on board. The more open you are to delivering what customers need and being known for going the extra mile, the more likely you will be able to build good relations, position yourself as the number one plumber, and go to those in need of your services.
