If there’s one thing that almost all plumbers will agree on, it’s that they’ve heard it all. The number of homes and commercial premises visited over the course of a year can be staggering, and with that comes seeing every form of bad plumbing installation, improper water routing, dangerous boiling and heating systems, and sometimes, homeowners with little understanding of what the problem is. That’s no issue of course, that’s what we’re here for.

But it’s also true that sometimes, client requests can be a little out there. They may want you to feed fresh water into a koi pond for example, assuming that’s in your remit, or that all garden landscaping runoff areas are your responsibility. They might even request that you help them with their docks for boat storage, clean their pool, or prevent a leak after it’s already started, where nothing but immediate repair and recovery is possible. In these cases, such as recommending a Cummins raw water pump, referring to closely aligned businesses or gently pushing the client to what you can do is important. 

But what if even you’re not sure? Let’s explain how a plumber becomes deft at altering such requests appropriately:

Get Into The Habit Of Asking Precise Questions

A new plumber will quickly learn that a client might ask for a specific outcome when they actually need a very different solution. The professional trick here is listening to the client’s problem and what lies behind it, not just their request. A client might ask you to re-route their pipes to a koi pond, when the real issue is that their garden has poor drainage, or improper landscaping that requires a referral. So, asking some open-ended questions about what they’re trying to achieve can help you get to the root of the problem. This shows that you’re focused on helping them, and you can provide a much better service by understanding what they really need.

Understand The Boundaries Of Your Role

A plumber’s expertise is very specific, so it’s impossible to be an expert in everything. You might have clients with requests that fall outside of your professional boundaries, like helping with boat storage at a dock. In those cases, it’s best to be honest about your limits. You can still be helpful, after all, by referring them to a specialist in that field or discussing how the function of the dock outhouse they want to build will work, then talking about the plumbing requirements there. You might not work on boats, you probably know a lot about water pumps, so apply your knowledge where it’s most relevant.

Communicate What You Can Do

When a client asks for something outside of your skillset, it’s very important to communicate what you can do for them. Be confident in your own expertise and in the services you provide, and gently guide the conversation back to your area of knowledge. You can explain that while you can’t help with their specific request, you’re a specialist in another area, and you’d be happy to take care of those needs. Also show portfolio work close to it, or perhaps talk around the parameters of their project so you see where they fit. It’ll help you become closer to the same page.

With this advice, you’ll be certain to manage questionable client requests with care and focus.