PlumbingBossPro Blog — Running a Plumbing Business

Customer Communication in a Plumbing Business: Before, During and After the Call

Most customer complaints about plumbers are not about the plumbing. They are about not knowing. Not knowing when the plumber would show up, not knowing what was wrong, not knowing what it would cost, not knowing whether the invoice was right. A plumbing company that communicates well gets fewer angry calls, better reviews and more repeat customers.

Communication Is a Procedure Too

The steps in Writing Standard Procedures for a Plumbing Business include a lot of customer contact. This article looks at the whole conversation, from the first call to the paid invoice.

Think of it in three parts: before the visit, during the visit and after the visit. Each one has its own job.

Before the Visit

The customer's biggest worry before the visit is whether you will show up and when. Answer it before they ask:

• Confirm at booking. The day, the arrival window, the service call price and what to expect.
• Remind the night before. An automatic reminder by text or email.
• Tell them when they are next. Customers can choose a text when they are the next stop.
• Send an on-the-way text. From the tech's phone, automatically.

In PlumbingBossPro, customers pick their alerts: night before, when they're next and when the tech arrives. The customer app also shows the live route map with their place in line, such as “You're stop 12 of 20 — the crew is 5 stops away.” Most “are you still coming?” calls disappear.

For anything bigger than a service call, send an estimate they can approve online before the visit, so the price is settled before the van arrives.

During the Visit

Once the plumber is at the door, communication becomes personal:

• Arrive and say so. The arrived text tells the customer the plumber is there, even if they are in the back yard.
• Explain before starting. What you will check first and roughly how long.
• Explain what you found. In plain words, with photos if it helps. “The supply line under the sink is cracked here.”
• Give options and prices before extra work. Never surprise a customer with a bigger invoice.
• Explain what you did. Before you leave, walk them through it.

On maintenance visits, the inspection checklist gives the plumber something concrete to talk through: water pressure, water heater temperature, the T&P valve, the anode rod and anything that needs attention.

After the Visit

After the plumber leaves, the customer should not have to wonder about anything:

• A clear invoice. Line items for each piece of work, sales tax, and a way to pay online.
• A record of what was found. The office can print a Plumbing Inspection Report showing readings, condition and recommendations.
• A way to reach you. Two-way texting from the office means a quick question gets a quick answer.
• A reason to come back. An offer for a yearly flush plan or a reminder when maintenance is due.

The customer app keeps all of this in one place: invoices, payment, card updates, service requests and sign-ups. How the app keeps customers coming back is covered in The Customer App as a Retention Tool for a Plumbing Business.

Text, Do Not Just Call

Many customers prefer a text to a phone call. It is quicker, it does not interrupt their day, and they have a record. Two-way texting from the office lets the office confirm times, ask for a gate code or send a payment link without phone tag. Every plan includes a monthly text allowance.

Keep texts short and plain. Say who it is, what is happening and what you need from them.

When Things Go Wrong

Vans run late. Parts are wrong. A repair does not hold. When it happens, tell the customer early and honestly. A text that says “We are running about an hour behind, sorry, we will text when we are on the way” prevents more anger than any apology after the fact. A callback handled quickly and politely can earn more loyalty than a perfect first visit.

Good Communication Is Good Business

Make it consistent across the crew. Every plumber should introduce himself the same way, explain options before extra work the same way and close the visit the same way. Automatic texts handle the before. Your procedures and training handle the during. Clean invoices, the inspection report and the customer app handle the after. When every visit sounds like the same company, customers learn to trust the name on the van.

Customers remember how the visit felt. Clear reminders, honest explanations, clean invoices and easy follow-up make your company the one they call again. For more on running a customer-friendly plumbing company, visit the PlumbingBossPro plumbing business software page.