Inspiring your clients to use your services is one thing, helping them understand your plans for the project is quite another. The former approach shows success in marketing or in negotiating a quote, the latter allows you to help construct the best solution, develop loyal clients, and become the first choice for a particular household Read more
Inspiring your clients to use your services is one thing, helping them understand your plans for the project is quite another. The former approach shows success in marketing or in negotiating a quote, the latter allows you to help construct the best solution, develop loyal clients, and become the first choice for a particular household, enjoying word-of-mouth marketing from that point on.
As such, learning how to inform your clients properly is a key step toward developing a coherent and respected plumbing business. But it can be hard to explain the deep technicalities of a particular job without moving into overly professional jargon, and that can sometimes alienate a client or make it seem as though you’re over-complicating the issue.
In this guide, then, we’ll discuss how to properly inform your clients at all stages of the journey.
Make Your Quotes Accessible
It’s good to make your quotes accessible and easy to understand. Exactly what is the issue with a given item you need to fix, or what are the full, itemized needs of a renovation project? Clearly listing this with the expected timeline of delivery and full broken down estimation of cost is essential.
You can also include the requirements of the job to be undertaken, such as the ability to turn off the water for a few hours each day a week so you can put the new piping in. If there are any stipulations, include them in the contract. This can protect both parties and helps your plan remain a valuable resource for both parties. It’s also much healthier to have this present than simply relying on verbal agreements.
Discuss, Step By Step, Your Plan Of Action
Make sure to discuss the full plan of action with your client. This can certainly be a verbal conversation. For instance, you may need to knock into part of the wall, tear out the current bathroom infrastructure, add a macerator for the toilet, and then perhaps even portion off a small part of the wall so that you can apply your own framing for the new shower basin to fit. Be clear about the step-by-step process, including what materials will be used, how many staff you’ll bring to the job, and the expected, estimate timeline of delivery.
Review All Acceptable Materials & Logistics Expectations
It can be helpful to explain what is a freight brokerage and discuss your logistics as part of that, including the kinds of materials chosen as part of the job. You can then agree on the supplied parts, the aesthetics and features available, and where they’ll be installed. Over time, this will ensure your final result is exactly as promised, and the client is able to better manage the costs involved with the end product. Reviewing all acceptable materials and logistics expectations means taking a coherent approach towards planning in advance, and working with your client to find the best solution rather than dictating to them exactly what is possible.
With this advice, you’re certain to see how plumbing is a deeply technical discipline, informing your clients in the most worthwhile manner going forward. You’re sure to develop a reputation for being easy to work with.
In today’s world, it’s not enough to just do your job. You might be an excellent plumber, but that’ll only take you half the way on your journey towards success. The other half will depend on your ability to deliver a top-level customer experience. This is something that’ll help to secure success in more ways Read more
In today’s world, it’s not enough to just do your job. You might be an excellent plumber, but that’ll only take you half the way on your journey towards success. The other half will depend on your ability to deliver a top-level customer experience. This is something that’ll help to secure success in more ways than one. For example, it’ll help to turn first-time customers into repeat customers, and it’ll be more likely that they tell their friends and family about your service, too.
But the main reason why you should focus on your customer experience is that it’s the right thing to do. In this blog, we’re going to look at some useful tips for ensuring that your customers have a positive experience from beginning to end.
Let People Contact You
Your customer’s time — and needs — should be a top priority. All too often, when people try to contact a plumber, they find that they’re not able to get through. And is there anything more unnecessarily annoying than that? And this is especially the case when a potential customer is facing a plumbing emergency. In this day and age, there are plenty of ways to ensure that customers can always get through. You could add a live chat feature to your website, hire a phone answering company to take your calls, and allow people to send you a WhatsApp or Apple message.
Deliver Accurate Quotes
Your customers might love the work that you do, but they won’t be so happy about paying the bill if it’s more than they thought it was going to be. This is not something that plumbers generally do on purpose, but it is something that they do. But they don’t have to. If you’re insisting on providing quick quotes that you come up with on the spot, then you can’t be all that surprised if you end up having to charge your customers more money. Instead, use software to create accurate quotes, and don’t insist on delivering it there and then. If you need an hour to come up with the quote, then that’s fine.
Do What You Say You’ll Do
There’s no substitute for delivering good work. All too often, plumbers are happy to say that they can do a job, but then when it comes down to it, they find that they’re unable to do so. As with all businesses, honesty can go a long way — or rather, if you’re all talk, then eventually you’ll be found out. All transactions need to be built on trust. If you can honestly assess the task, come up with a solution, and then do it within the agreed timeframe and budget, then you’ll have done your job.
And Then Go The Extra Mile
You can just do the basics that you were hired to do. But it’s worth remembering that this is only the bare minimum that the customer is expecting. If you want to offer a better experience, then look at going the extra mile. There’s no shortage of things you can do. You could conduct a pipeline risk assessment while you’re there, for instance, or conduct a follow-up check to make sure that everything’s working as it should. It’s these little touches that can go a long way towards ensuring that your customers are nothing other than delighted with the work that you’ve done.
Keep a Record
It’s always a good idea to focus on building a relationship with customers. It’s good for business, but also, it just makes life more friendly and enjoyable. You’ll be helping your customers a lot if you keep a record of the jobs that you’ve already done for them. It’ll streamline the job, but it’ll also show that you care. When you finish a job, write a detailed record of all the jobs that you’ve done. You’ll have something to draw upon if they call in the future. You could also add a reminder for when your customer may need a plumbing checkup (for example, if you installed a boiler).
Train Your Staff
Finally, remember that it’s not only you that has an influence on your customers. If you have a team of staff, then they will too. Everyone connected with your company will influence the customer experience in some way. It’s up to you to ensure that they do so in a positive way. You can do this by offering training, creating a positive work culture, and emphasizing the importance of customer service. That way, the whole company will be customer focused.