Plumbing emergencies have an uncanny way of happening at the most inconvenient times. In the blink of an eye, a broken pipe or some clogged drains, or a malfunctioning water heater can go from a normal day to the worst day of your life. When people pick up the phone to dial a plumbing business, they are usually already in a stressful, uncertain place. The last experience they need is to be frustrated when they are on the phone.
Many plumbers are also now using AI and answering services from Signpost for plumbing companies to ensure that calls are being answered professionally 24/7. This technology keeps businesses nimble even when calls are elevated or it is past business hours, and live staffing may not be practical.
Knowing what customers want when you arrive can be the difference between having a new customer and them calling the next plumber on their list. The first call is the beginning of the end, and can have a lasting effect on the overall customer satisfaction and retention.
What Your Customers Expect When They Call Plumbing Businesses
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Immediate Response
A customer service study by Hubspot found that 90% of customers rate an “immediate” response as important or very important when they have a service question. For an emergency such as plumbing, the requirement is even greater.
When customers call with a plumbing problem, they want to hear from someone quickly. A phone that rings and rings or goes to voicemail is sending the message that their emergency is not important to you. The majority of all of those types of calls will hang up and ring the next plumbing service rather than it is to leave a message and wait.
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Knowledgeable Communication
And when customers phone in with plumbing problems, they want to talk to someone with whom they can relate. The person answering the phone simply needs to be able to ask some questions to determine how much service you are going to need to schedule, and if they can, give you basic instructions on what to check for.
Customers are left with the bad feeling of having to explain their problems multiple times to separate individuals or of receiving answers from an employee who appears to lack knowledge of basic plumbing terminology.
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Clear Pricing Information
A HomeAdvisor survey found that 62% of homeowners fear that they will be ripped off by home repair professionals. This is an issue that is rampant in the plumbing industry as well – homeowners are afraid of the unknown and additional costs. Callers demand to know:
- Service call fees
- Hourly rates
- Potential additional charges
- Estimate processes
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Prompt Scheduling
In plumbing emergencies, customers want help fast. And even for non-emergency issues, they would rather be given an appointment time — “we will see you on Tuesday at 9 a.m.” than a generic promise, “we will see you sometime next week”.
How to Meet Those Expectations
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Define Communication Guidelines
Ensure that there is no misunderstanding when it comes to who will say what. Have standard processes for taking history, explaining services, and setting expectations. To guarantee a consistent and reliable service for our customers, whether they speak to anyone in the team.
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Optimize Your Phone System
A well-designed phone system for business guarantees that calls to be answered efficiently. Consider:
- Multiple phone numbers to avoid busy signals
- Dispatch routing – to help route calls to the right 911 center
- After-hours answering options
- Call-back functionality with all lines in use
Most plumbing companies feel that professional answering services or virtual receptionists offer the responsiveness they need, without having to keep staff on hand around the clock.
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Train Your Team Thoroughly
Routine refresher training keeps everyone sharp and consistent in their communications with customers. Those of you who have customer calls answered need to know:
- Plumbing problems that are often ignored & questions to ask themselves about it
- Where you serve and when
- Basic pricing information
- Booking protocol and software
The way your plumbing company manages incoming calls has a great impact on your image and finances. A focus on understanding and satisfying customer needs for being responsive, knowledgeable, transparent, and efficient can turn what could be a stressful situation into a chance to shine as a professional.
