The practice differs but regardless of industry, the starting point is to make any customer feel important. The homeowner wants to be sure a service provider can be trusted and perform exceptional services. Customer touch points emphasize positive experience. Enhance customer service by making things easier for them. These include fulfilling commitments, handling issues professionally and being pleasant to them.
Customer service for the plumbing business requires:
Know the plumbing profession entirely from A–Z. In other words, the plumber knows all aspects of the trade. As an entrepreneur, this is being able to guide and train new plumbers under you. Learn building codes and local ordinances. It’s all part of running a plumbing enterprise.
Updated insurance cover (General Liability) or license if the state government requires. Observance of rules and regulations mean the company is legitimate and compliant with requirements. A comprehensive business policy includes typically insurance policies.
Come up with a realistic timeline from the computation of quotes to project completion. Monitor to-do lists and manage schedules using applications like Ever Note that may be downloaded to mobile gadgets. The program enables has a system of reminders and supervision of simultaneous projects.
Create a niche such as home maintenance; installation of water heaters; fixing busted pipes; repair of sewage systems; bathroom renovations; and, dealing with blocked toilets or drains.
Be ready to collaborate with contractors in allied industries like engineers, architects, handymen, and, electricians. People will consider plumbing specialists as flexible if they’re able to work with other service providers efficiently.
Make sure your prices are not too low or high. Either way, this practice does not augur well for homeowners. High pricing is usually seen as taking advantage of consumers. Low prices are often associated with low-quality service.
Understand and keep track of overhead expenditures. This includes rental of the shop; utilities; purchase of tools and materials; wages of workers; insurance policies; documentation; and, taxes. If possible, hire a bookkeeper for accounting tasks.
Paperwork must be organized. Customers will notice if you’re efficient or not. This will undoubtedly affect the overall business.
Avoid turning down the request of customers especially if these will not cost you a lot of money and time. Instead of saying no, come up with an alternative solution and offer this gladly to the homeowner.
Obtain feedback for your work. This is a way for the plumbing company to improve its service.
Stay proactive. No person is perfect. Service providers need not let any situation go out of hand. Failure to provide solutions mean the plumber is unreliable.
Keep all promises. The worst that could happen is telling a customer the drainage is functional and all of a sudden the bathroom or basement gets flooded.
Be on your toes. Treat clients like precious gems. Refer to portals like Selectedly that can give you an edge over competitors.