Creating A Great Customer Experience For Your Plumbing Company - Plumbing & HVAC SEO - Internet Marketing

Systemizing the way you provide your service will make you look more professional to your customers. Systemizing your business is really creating a business that runs like a franchise. Today I want to cover just one are of the system and that is how you provide your service, from the customers first phone call to the completion of your service.

Working with a lot of plumbers nation wide I have experienced all kinds of levels of service, from very poor to very good. The one thing to keep in mind is how you present yourself to the customer. Let's stop thinking small and start thinking big.

1. When a call comes in, who answers the phone? Is it you the business owner? Does it go to voicemail? Do you have an answering service? Define this right away. If it's you that answers the phone even when you are buried under a sink, that's fine...but make sure you develop a system for how you answer that phone. Be pleasant, answer like a business "It's a great day a Pro Service Plumbing, How Can I help you today"? If you cannot do that then you need to think about hiring someone to answer your phones in a professional manner. This is crucial, because this will make or break the opportunity to book this job.

2. Image is everything, what do your trucks look like? Are they clean and well branded, or are they late model beaters, dirty and dented. People judge you on the truck that represents your company. Take a little pride in your company, make sure your moving billboard (your truck) represents your business well.

3. Confirm your appointment the day before, this will help you as well, nothing is worse than showing up for an appointment and no one is home. In the case or emergency service, have an emergency plan is place. If you're a one man show, offering emergency service may not be an option for you. Emergency means now not in 4 hours.

4. Show up on time, if you have trouble making it on time, then give your self a two hour window. Being on time for an appointment is a major thing, customers hate it when you are late. Being late is damaging to your business, it prevents any opportunity for referrals or positive testimonials of Google, Yelp or AngiesList. If you are running late, call ahead and be very apologetic.

5. Be respectful of peoples homes, slipping a paper booty over your shoes when you walk in the door is something your customers will tell everyone. That cheap little booty will result in tons of business. It's the little things that separate your from the competition.

6. Upon completing your service take some time to explain what you did, another great idea is to have a sheet printed up that explains way to avoid potential plumbing problems. This is also a great marketing piece with all your contact info.

7. Follow-up, the follow-up is easier than you think. Putting a automatic system in place where you can get the customers email address, enter it into a automated follow up system and send a followup thank you and have a monthly email go out to your customer base is a great way to keep your name in front of your customers.

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