The truth is, people don’t equate customer service with plumbers. The negative perception has blemished the industry, making it hard for the good guys to make a name for themselves. We’re not alone in this. Lawyers, tax agents and builders suffer from similar stigmas that seem to be as old as the dawn of time and almost as hard to shake off as a 100-tonne dinosaur.
But you can build a reputation. Here’s a sneak peek of how Pipe Perfection Plumbers’ system that helps achieve that goal:
Have scripts and templates ready for receptionists and virtual assistants to use to ensure that phone and email interactions are consistently professional and pleasant. Doing this creates a great first impression.
Even if customers don’t act after making an enquiry, try to be as helpful as possible. One of the things we do is send potential customers a free e-book that discloses peoples’ rights in their dealings with tradespeople, as well as guiding them in their search for a suitable plumber.
We offer our customers a complimentary maintenance inspection of the fixtures and fittings both inside and outside their homes. Where possible, plumbers will also do some small adjustments for free and hand them a detailed ‘report card,’ listing necessary check-ups and replacements.
One week after a job is completed, we call our customers to see if everything is okay. Where possible, we take the opportunity to gather feedback using set questions, and discuss it in our weekly team meetings.
This is our favourite step! We send all of our customers an environmentally friendly thank you gift and/or seasonal offers including vouchers. At the moment, we are sending out high-quality reusable drink bottles with our branding.