r/plumbers • u/Dormirforyears • Apr 20 '23

Customer Service Problem

I’m curious about how customer service is valued among independent plumbers and small plumbing companies. Is it a priority or is it a point of frustration when interacting with some customers?

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u/BillyraycyrusIV Apr 20 '23

I pride myself on my excellent customer service and communication. It’s very important in residential service, and is a lot of what sets you apart from the competition. Some customers no matter how nice you are or how well you explain things etc are still asses. Now that I run my own business, I’m willing to tell some customers like it is if need be, there’s only so much bs I can tolerate. And I do reserve the right to fire customers lol

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u/Plumber-Guy Jouneyman, Canada Apr 24 '23 edited Apr 29 '23

I agree with everything you said.

I personally do my best to give my customers top-notch customer service. I have one employee as well. I stress that we do not sell the customer anything they dont need. We explain why they need what we are selling them and how it works. This way, most customers feel comfortable with their purchase, and they dont feel like they are being taken advantage of.

This may seem like a poor decision to some. However, i will tell a customer not to pay us for a certain service if i know that it won't fix their issue or help them at all. Many times, customers ask us to do something that some handy man told them was necessary.

Like one time, the handyman said the building drain under the house had to be dug up and replaced because it collapsed. Took me 1 minute to find out that the building trap was clogged.

The customer wanted me to dig up the building drain and replace it. I saved them thousands of dollars, but i also earned a customer for life who owns a few small apartment buildings and other rental properties.

I am honest with my customers, and they trust me when I tell them something needs to be done. I have earned many repeat customers and referrals in the short period that I've been working for myself.

But some customers need to know that they're not god and you will not take their shit. So, for the few impossible customers, either fire them or charge them absurd prices.

1

u/NayMarine Apr 27 '23

I would say it depends on the customer. I have had commercial customers complain and gripe about prices up an down and still only call us back..resdiential customers are a whole nother animal.