Why Plumbing Businesses Need to Embrace Personalized Service to Stay Competitive
Plumbing is a competitive business. New companies are opening up every day, and the old ones are all fighting to stay relevant. So how do you stand out in a business that has so many alternatives? It’s not so much what you do; it’s how you do it. You can have the best team, the most skilled plumbers, and the highest quality equipment. But if you’re not personalizing your service, you’re missing a huge opportunity.
Here’s the secret: customers remember the experience. They want someone who’s not only skilled but also remembers their previous issues and unique needs.
Customization Builds Long-Term Relationships
Customization builds long-term relationships that will ensure the long-term success of your plumbing company. But as your company grows, how do you deliver personalized service? Larger groups create more business and more distant relationships. Operating a plumbing company is about working with a constantly mobile workforce, many clients, and many jobs.
Real-Life Personalization Examples:
1. Customer Profiles:
Create detailed profiles for each customer that include their previous plumbing issues, preferences, and notes. For instance, if a client previously had a problem with a water heater, technicians can quickly pull up this information before arriving at the job. Imagine a technician showing up and saying, “Hi, I remember you had issues with your water heater last winter; let’s make sure it’s running smoothly this year.” This attention to detail transforms a routine service call into a personalized interaction.
2. Follow-Up Calls or Messages:
After completing a job, a follow-up call or email can enhance the customer experience. For example, your company could schedule a follow-up to check on a recently installed faucet, asking, “How is everything working? Is there anything else I can help you with?” This shows the client that you care about their satisfaction beyond just a transaction.
3. Anniversary Reminders:
Use your system to track when specific installations or services were completed and send reminders. For example, if a customer had a new sump pump installed, you could send them an email saying, “Happy one-year anniversary of your sump pump installation! Just a reminder to check on it as we move into the rainy season.” This proactive approach demonstrates ongoing care and maintenance.
The Growing Challenge: Scaling Without Losing the Personal Touch
The bigger your company becomes, the more difficult it is to keep your focus on everything. You may not remember who fixed that customer’s bathroom last year. You start missing small but important details, like what needs to be replaced or when your client wants the technician to arrive.
More Personalization Strategies:
4. Customized Recommendations:
When a client calls with a plumbing issue, use their history to provide tailored suggestions. For instance, if a customer living in an area known for hard water has experienced recurring issues, you could recommend a water softener. Saying, “I see you’ve had leak issues in the past; I suggest installing a water softener to prevent future problems,” positions your service as knowledgeable and proactive.
5. Special Promotions:
Offer personalized discounts based on customer history or special occasions. For example, send a birthday coupon for a discount on plumbing services. An email stating, “Happy Birthday! Enjoy 15% off any plumbing service as our gift to you” can help build a positive association with your brand.
The Solution: A System That Works for You, Not the Other Way Around
This is where technology can change the game for your plumbing business. Imagine having a system where all your technician notes, customer likes/dislikes, job history, and parts installed are in one location. No more memory or searching through papers. With a few clicks, you can instead view a customer’s profile and see exactly what was performed on their last job, what problems to anticipate, and which technician has worked on it before.
You’ll be able to deliver faster service, reduce mistakes, and ultimately give your customers the personalized experience that keeps them coming back.
Why It Matters: Building Loyalty One Job at a Time
Here’s the reality: customers don’t just want a quick fix. They want to feel heard and valued. They want you to remember that last year they had a leaking pipe behind the wall or that their water heater needs extra attention during the winter. It’s these small details that build trust and loyalty.
Let’s say a client calls you up again for an issue with their water heater. Instead of just sending anyone, your system allows you to send the technician who worked on it last year, knowing exactly what was done. Picture the customer thinking, “Wow, they really know me,” when this pro arrives well-organized and instantly corrects the issue. You’re forging long-term connections along with unclogging pipes.
Expanding Without Sacrificing Service
The most important thing about long-term achievement is expanding without sacrificing service levels. Your systems must expand as your plumbing company expands.
The good news? With the right tools in place, you can scale without losing the personal touch. FieldPie helps you:
• Track job history, parts used, and customer preferences
• Assign the right technician to the right job every time
• Organize scheduling and invoicing to save time and reduce errors
• Keep customer data accessible to improve service quality
By staying organized and efficient, you can handle more jobs without compromising on the quality of service. This not only increases customer satisfaction but also boosts your bottom line.
Personalized Service is Key to Success
To succeed in the cutthroat plumbing market of today, one must provide individualized service. Offering individualized, efficient service isn’t just done to satisfy clients immediately. The goal is to foster enduring loyalty through proactive engagement and personalized follow-ups.
If all of your employees work together, they can complete any task, make fewer mistakes, and keep clients for decades.
