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Posts Tagged ‘customer service’

8 Tips for Building Trust and Credibility With Your Customers

November 28th, 2016

 

Building trust and credibility with your customers should be at the top of your priorities when it comes to growing business. You’d be surprised just how far a little trust and credibility can go. In terms of growing your business your reputation

building trust and credibility with your customers

Lifehacker, https://goo.gl/CM1Tnv, 11/28/2016

and how customers see your brand is crucial. Customers are less likely to do business with a company that they don’t trust. So how do you build trust and credibility with your customers?

 

#1 Put an Emphasis on Customer Service

Excellent customer service is crucial when it comes to building trust and credibility with your customers. In this country, consumers put a lot of stock in customer service. Even if something goes wrong with the service provided, a company can often redeem itself by providing excellent customer service. Its one of the #1 reasons why a customers will become loyal repeat customers.

 

#2 Testimonials

building trust and credibility with your customers

CIA Coupon Spy, https://goo.gl/ybkzNj, 11/28/2016

Testimonials from satisfied customers work really well for building trust and credibility with your customers. You can display some of your favorites testimonials right on your website or landing page. Seeing what others have to say about your business really helps solidify your credibility.

 

#3 Promote Reviews on Local Directory Sites

Local directory sites like Yelp and Google Local are excellent platforms to drive traffic to your website and help you build trust and credibility with your customers. Similar to testimonials, although you have less control over what it displayed. The raw truth about how customers feel about your business can actually help you provide better service to your customers, which in turn can help build trust and credibility. Of course not all reviews are going to be favorable, so you must be prepared for that. How you handle negative reviews is just another part of providing excellent customer service and building trust and credibility with your customers.

 

# 4 Listen

The art of listening to your customers is another way you can build trust and credibility with your customers. Listening is sometimes a hard skill to master, especially with all of the distractions in today’s fast moving technological society.

building trust and credibility with your customers

Rich's Blog, https://goo.gl/57wcrd, 11/28/2016

Which is why listening is so important when it comes to building trust and credibility with your customers. By listening to your customers, by really listening to your customers, they will tell you a lot. Their concerns, what they want, how they feel etc.. all of these points are extremely important when it comes to providing excellent customer service. Customers like to feel important, and the feeling of being heard and properly understood goes a long way.

 

#5 Empathy and Compassion

Empathy and compassion goes along with listening. A genuine care for the comfort of your customer is of the utmost importance when it comes to building trust and credibility with your customers. Customers like to feel like you have their best interests at heart. Demonstrate to your customers that your truly care for their well being.

 

#6 Keep Your Promises

Keeping your promises to your customers is another important part about building trust and credibility with your customers. Don’t make promises you can keep. While we can’t always plan for everything, its important to keep your word to your customers. You’ve heard of the saying “under promise and over deliver”? This needs to be your motto. Going above and beyond to not only make your customers happy but also keep your promises.

#7 Be Upfront

Part of building trust and credibility with your customers is being upfront and honest. Clear communication is extremely important when conducting business. While you may not always get to be the bearer of good news, you can avoid a negative situation by simply being honest and upfront.

 

#8 Be Available

When building trust and credibility with your customers its important to be available to them. Now days you can be available to your customers in more ways than one. Social media, your website, local directories, and your phone are all ways you can be available to your customers. Connect with them and engage with them. When they have a question respond to them. Knowing that they can depend on you is an important part of building trust and credibility with your customers.

 

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4 Different Ways You can Learn and Grow from Customer Feedback

November 22nd, 2016

 

customer feedback

Leahy's Fuels, http://leahys.com/feedback/, 11/21/2016

Customer feedback is a great learning tool for your business. It can tell you a lot about your business and help you grow your business in ways you never thought about. When it comes to customer feedback its a good idea to not only pay attention but also keep and open mind. Your business may be the apple of your eye, however an outside perspective may shed some light on things you were unaware of. You stand to gain and learn a lot from both positive and negative customer feedback. Here are 4 different ways you can learn and grow from customer feedback.

 

#1 Tailor Products and Services for Your Customers

Customer feedback is a great way to see what your customers are looking for in terms of products and services. If you listen, you can gain a wealth of knowledge about what you customers want. Most customers are pretty open to providing feedback, telling you about the areas of your business that are wonderful, and the areas that need improvement. You can take this opportunity to make adjustments so that you can better cater to your customers.

 

#2 Motivate Employees

Positive customer feedback is a wonderful way to boost the moral of your employees and keep your team motivated. So much focus goes into negative feedback when it comes to employee relations, however taking a positive approach is a great

customer feedback

SPW, https://goo.gl/g2OlPK, 11/21/2016

way to fire your team up and boost your employee engagement. Studies show that employees that are propped up and provided with positive reinforcement are more likely to be better performers, which will ultimately provide your customers with better experiences.

 

#3 Testimonials

Testimonials are a powerful marketing tool you can use to help sell your business. Future customers put a lot of stock in what other customers are saying about your business. In fact most people check online reviews before they make a decision on who they want to do business with. So encourage your customers to leave customer feedback. You can not only use it to learn and grow but also encourage new business.

 

#4 Content

Yes you can use your customer feedback as content inspiration. Just like customers will tell you what they like and what they don’t like about your business. They will also often times give you clues with what types of information they are interested in. By generating content that your customers are interested in you will improve your customer engagement and also improve your search ranking.

 

Remember not all customer feedback is going to be easy to hear. Sometimes the truth hurts. Its important to not get defensive. Use it as a learning experience. For more information on how to get good customer feedback visit our website at www.growplumbing.com.

 

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How a Strong Customer Relations Strategy Can Help You Gain Repeat Business

October 27th, 2016

 

There is no doubt the customer service is important for your plumbing business. How you manage your customer relations is a vital aspect of having good customer service. In this day and age customer service accounts for a large portion of customer satisfaction. In fact many customer value customer service over quality of service. By developing a strong customer relations strategy you can successfully improve you customer service experience for your customers and gain repeat business.

 

customer relations

Ether Speak, https://goo.gl/IdE3gv, 10/27/2016

One reason why you want to have a strong customer relations strategy is because it makes your customers feel important. Its important to make sure you customers feel wanted and important. A strong sense of well being goes a long way. With that being without a customer relations system in place how can you keep track of the individual needs of your customers? Creating a data base for your customers is a great way to keep track of all of the important information about your customers. Information that is important to keep track of would be: date they first became a customer, last date of service, type of service, future suggestions, customer preferences, birthdays, pet names, names of children, and any other pertinent customer information.

 

A good customer relations data base will help you with a lot of different things that can help improve your customer service experience. For starters it will help you with following up with your customers. Following up on a job completed is a great way to show that A) you care about your customers well being and B) you take pride in providing excellent service. It also gives you and opportunity to address any other concerns your customer may have, which can help you increase your sales and gain repeat business.

 

customer relations

Fanpop, https://goo.gl/Uwe5eL, 10/27/2016

A customer relations data base also allows you to add a personal touch to your customers experience. Ask about their children or pets. Send them a birthday card or an anniversary card. These little touches will help let you customers know how much they mean to you. You are more likely to gain repeat business from customers who are are fully engaged.

 

Having a good customer relations data base will also help you keep track of important service dates. For example perhaps you have a customer who needs routine drain cleaning. You can keep track of important dates of service for your customers to ensure that they are getting the quality service and care they need. Chances are they wont remember when they need to have their drains cleaned, by remembering for them you take away the burden of having to remember. And also increase your sales and gain repeat business at the same time.

 

By keeping track of your customers you can also expand your plumbing marketing reach. You can invite them to join your social media networks, invite them to rate and review your business, include them in your mailing list, and subscribe them to your blog. In turn this will help you gain exposure and help them stay up to date on the latest news about your business.

customer relations

Customer Lobby, https://www.customerlobby.com/, 10/27/2016

 

There are of course programs that you can use to help with your customer relations management. Highrise is an excellent customer relations management system that can integrate with others applications you may be using for plumbing

marketing. Its a simple system that is easy to use and is affordable. Customer Lobby is another excellent system for maintaining your customer relations. For more information on customer relations management or how to improve your customer service please visit www.growplumbing.con.

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Why Your Customers Aren’t Returning

July 22nd, 2016

 

Repeat business is vital to grow your business. In fact gaining repeat business is actually more affordable than going after new business. While you want to target both when it comes to your plumbing marketing, you want to make sure that you also nurture your existing business to ensure they continue to be paying customers. Creating customers for life the the easiest way to sustain a business. Here are some reasons why your customers aren’t returning.

 

#1 You Don’t Demonstrate Genuine Care and Concern

We all like to feel important, especially when we are doing business with someone. People have a lot of options out there when it comes to choosing a plumber, and by not demonstrating that you genuinely care about their concerns or issues they may be having could be a huge reason why your customers aren’t returning. Try paying a little extra attention when it comes to addressing customer concerns. Sympathize with them and acknowledge the issue with compassion and empathy.

 

#2 Lack of Customer Service

customers aren't returning

Business Collective, https://goo.gl/0sXAeY, 07/22/2016

The next reason why your customer aren’t returning is your lack of customer service. Showing genuine care is just part of customer service. One of the most important steps in having good customer service is the ability to actually listen to your customers. Customer service is becoming more and more important these days and is one of the top reason why customers aren’t returning. If you are falling short in your customer service then perhaps its time to perform and audit of your operation and see what areas you need improvement.

 

#4 You Don’t Have Enough Support

Sometimes the reason why customers aren’t’ returning is you don’t have enough support. If business is booming you maybe its time to hire some help. You don’t want to spread yourself too thing by trying to do everything yourself, after all how can you give your best to your

customers aren't returning

WMRA, http://wmra.org/support, 07/22/2016

customers if you are taking on too much? While there is a cost associated with hiring more help, there is also a cost of loosing business because you are understaffed.

 

#5 You Don’t Deliver On Promises

Anther reason why customers aren’t returning is you fail to deliver on promises. Whenever communicating with customers its important to honor whatever it is you say. If that means showing up at a certain time or honoring a sale or promotion. Customers like to feel like their time and patronage is valued and honoring your promises to your customer is one of the ways you acknowledge that need. If there is a breakdown in communication someone make sure you address it head on and in a courteous manner. Miss communications happen all the time, what really counts is how you handle it.

 

These are the top reason why your customers aren’t returning. Of course there are other reasons why customers aren’t returning like competitive pricing and competitors promotions. These are also things to consider when looking at your customer retention. For more tips on how to get repeat business please visit our website at www.growplumbing.com.

 

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How to T urn More Leads Into Customers

April 5th, 2016

 

A steady stream of leads is good. It shows that people are interested in your business and your plumbing marketing plan is working. Its important to keep in mind that generating the traffic and the leads is only part of the equation. The next step is to convert these leads into customers. Here are some tips to help you turn more leads into customers.

 

#1 Answer the Phone

turn more leads into customers

Tudor College Strategies, http://goo.gl/c1HBy5, 04/05/2016

The simple act of answering the phone is really important. As a plumber you may be busy out in the field, but answering incoming calls is really important, especially if its a new customer who has a plumbing emergency. Make sure you have staff in place who are reliable and able to answer any questions that the customer might have. If you are a small operation or just starting out, have your office phone forwarded to your cell phone so you never miss a call. Its important to demonstrate that you are readily available. If you aren’t’ available after the first try, the customer may move on to the next.

 

#2 Have a System in Place

Just like you need a plan for plumbing marketing in place you also need a system in place for handling in bound calls. Do you have a script that everyone follows? Do you have methods in place for collecting customer contact information? This is really important to help you turn leads into customers. Its important that everyone is consistent and well versed. Remember

turn more leads into customers

Clarity, http://goo.gl/O29QSl, 04/05/2016

appearance is everything and this includes your phone manner.

 

#3 Invest in Sales Techniques

There are a lot of work shops and seminars out there designed to help you improve your sales. While they might not all be industry specific they could still be quite helpful. We recommend doing your research first as not all are created equal and you will want to do your due diligence.

 

#4 Always Get Contact Information

Getting a customers contact information is crucial. Not only is it important to be able to follow up with them, but you can also use their contact information in your plumbing marketing. Add their email address to your email marketing database. They have already shown interest in your company, even if they don’t become customers right away you still have a shot at turning them into customers latter on.

 

There is a lot more to growing a plumbing business than generating the leads. You have to have the ability to to turn leads into customers. To learn more visit www.growplumbing.com.

 

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How Customer Service Creates Loyal Customers

May 14th, 2015
 

 

Your most valued customers are going to be your most loyal customers. A loyal customer base is the foundation for a thriving business. Loyal customers will not only bring your repeat business but also refer you new business. Word of mouth marketing is still one of the most important and reliable types of marketing you can do to grow your plumbing business. So how can you build a strong loyal customer base?

 

One of the most important parts of building a strong loyal customer following is your customer service. In the US customer service is at the top of list for an individual to choose a product or service. In fact, many customers are more likely to make our decision to hire a service professional based of their customer service rather than price or skill. The speaks volumes in regards to building a loyal customer base. Here are a couple of things you can do to improve your customer service and create loyal customers.

 

 

  1. Communication

    Communication is one of the most important parts of good customer service. When it comes to building a loyal customer base you want to always communicate clearly, don’t leave room for confusion. Part of clear communication is listening to your customers. Learning how to listen to your customers is one of the most important parts of creating clear lines of communication with your customers. When you have 2 way communication with your customers you are able to understand them better which in return will help you create more loyal customers.

    creating loyal customers

    Ielts Advantage, http://goo.gl/jIEa5C, 05/14/2015

  2. Follow Through

    Follow through is another important part of good customer service. When you follow through on your word you build trust with your customers. Trust is also an important part of creating loyal customers. When a customer knows that you are trust worthy they are more likely to become repeat customers and also refer you their friends and loved ones.

  3. Follow Up

    Following up with a customer can really make a huge difference in creating a loyal customer. You should always follow up after a job has been completed. This opens the door for more communication and also shows that you genuinely care about your customers experience. Follow up also enables you to ask for a review or rating which in turn can help you gain new customers through sites like Yelp and Google Local. We also recommend touching base with some of your most loyal customers on a regular basis just to see how they are doing and stay fresh in their mind. You can do this with a simple note, phone call, or even adding them to your newsletter. There are many apps you can use to help you stay organized with this, Constant Contact for example or Sendout Cards. It really does make a difference in your customer service and builds loyal customers for life.

     

Great customer service should be apart of your brand. When a loyal customer thinks about your company you don’t just want them to think about the excellent service you provided, or your competitive rate, but how you treated them as a customer.

 

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How to Handle A Bad Review of Your Plumbing Company

February 3rd, 2015

 

Hey it happens, sometimes you simply can’t avoid a bad review of your plumbing company. You can try to do everything in your power to make sure that your customers have the best possible experience, but sometimes things are simply out of our hands. The most important thing when you get a bad review of your plumbing company is how you react. Here are a few things to remember when you get a bad review of your plumbing company.

 

React! A bad review of your plumbing company isn’t going to go away on its own. So ignoring it is not the answer. Studies show that customers are more inclined to post a negative review than a review singing your praises. Studies also show that potential customers are highly influenced by what others are saying about your plumbing company, and that negative reviews make a lasting impression. So it is important to be proactive about reviews that don’t necessarily highlight your strengths. When you get a bad review of your plumbing company address it! Don’t just hide your head in the sand thinking it will go away on its own.

 bad review of your plumbing company

Contemplate! Take some time to let things sink in! Do not respond to a bad review of your plumbing company with guns blazing! You are more likely to be defensive, and this simply is not the answer when addressing a bad review of your plumbing company. Being defensive will not help you solve the problem and could lead to confrontation, which doesn’t complement your plumbing company. Give yourself sometime to consider the bad review about your plumbing company. This way you may be able to further investigate what went wrong and get to the root of the problem.

 bad review of your plumbing company

Empathize! A little empathy goes a long way. Try to empathize with your customer who wrote a bad review about your plumbing company. Put yourself in their shoes. The ability to see things from their perspective will help you better solve the problem at hand.

 

Often times the greatness of a company isn’t measured by all the customer experiences that go right but how the company handles situations that don’t go right. A customer may have had a horrible first experience but you still have the opportunity to turn them into a repeat customer based on how you handle the situation. In addition a bad review of your plumbing company is a good place to see what you can do better. If there is a common trend then that tells you that you need a little work in that area. Self reflection is an important part of owning a plumbing company, after all how can we better serve our customers without working on our areas of weakness?

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Maintaining Relationships with Your Existing Customers for Plumbing Marketing

October 16th, 2014

 

 

When it comes to growing your plumbing business, your mind often goes straight to getting new customers. Getting new customers is a great way to grow your plumbing business, and you should actively pursue new customers. However don’t discredit your existing customers. Maintaining your relationships with your existing customers is just as important if not more important than going after new business. Here are the top 3 reasons why you should maintain your relationships with your existing customers for plumbing marketing.

 

  1. For starters, existing customers are more affordable to market to. The key to your plumbing marketing when it comes to existing customers is to stay in their line of site. This can easily be done with a respectable plumbing marketing

    plumbing marketing

    ICF, http://goo.gl/Gi0QAH, 10/16/2014

    budget by adding your existing customers to your monthly email newsletter, mailing list, social media sites, or simply picking up the phone and following up on previous repairs. Maintaining a relationship with your existing customers doesn’t have to be part of some elaborate plumbing marketing scheme, in fact it really just requires a small personal touch. For example: Write them a thank you note, thanking them for their business. It doesn’t cost that much, and will make a lasting impression. Which brings us to #2.

     

  2. Create a personal relationship with your customers. When it comes to existing customers and getting new customers consider quality vs. quantity. You may have a lot of new customers that are one time customers. You have spent money on plumbing marketing obtaining these new customers, only for them to be a one time gig. When you nurture your relationship with your existing customers, you have a better chance at developing a customer for life. A customer for life will use you for all future repairs, and you have a chance that future generations will also use you for repairs. Consider the value in repeat customers vs. one time customers.

     

  3. Personal referrals are very valuable in regards to your plumbing marketing. You can’t get much better than a personal recommendation. As a customer yourself when someone you trust makes a recommendation to you aren’t you more likely to go with a trusted source? Existing customers that have a relationship with your plumbing company are more likely to refer their friends and family to you. Referral business is great for your plumbing marketing as half of the work is done for you. Its up to you to turn this referral into another customer for life.

 

Maintaining your relationships with your existing customers should be part of your plumbing marketing plan. Set aside a little time each week to reach out to your existing customers. Make a quick phone call or send them a personal note. Your efforts will not go unnoticed.

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Getting To Know Your Customers – Part of Plumbing Marketing

October 14th, 2014

plumbing marketing 

One of the most important parts of plumbing marketing is getting to know your customers. This involves correctly identifying who your customer is and what they want from you. If you have already done this then congratulations you are on your way to running a successful plumbing marketing campaign. If not, well its time to start getting to know your customers.

 

First of all the ability to identify who your customers are is crucial to your plumbing marketing. How are you going to start marketing your business if you don’t know who you are marketing to? This blind route can easily end up as a waste of time and money, because you are not correctly targeting your efforts. With a targeted effort, your plumbing marketing could really take off.

 plumbing marketing

In order to identify who your customer is you need to consider several things: the geographic area you operate in, age, sex etc… For plumbing purposes you need to also identify the type of business you are after; commercial, residential, home owners, property management companies etc… Are you in a niche market? For example older homes, remodeling, re-piping, green plumbing. Once you have identified these things you can start marketing to these groups of people. There is no point in marketing to a group of people who are not interested or not in need of your services, while gaining exposure is good for your plumbing marketing, you want the right kind of exposure.

 

 

Once you have figured out who your customer is, its time to consider what they want from you. As a plumber you are selling your plumbing repair service, but how can you set yourself apart from your competition and give your customers what they truly want? For many customers its not just about the service they paid for, but he overall customer experience. This means great customer service, excellent craftsmanship, good quality products, reasonable and accurate pricing, and a sense of well being. As part of your plumbing marketing you should do some self reflecting and consider your strengths and weaknesses in these areas and market your strengths. While proceeding to work on the areas that you see room for improvement.

 

Another part of identifying who you are marketing to is identifying your networking partners. Networking with other professionals is part of plumbing marketing and should not be overlooked. A strong group of networking partners can really help your plumbing marketing with referral business. Target other local service professionals like electricians, landscaping companies, real estate agents etc… By creating a strong group of networking partners you all win, you, them , and most importantly your customer. Personal recommendations are worth their weight in gold when it comes to plumbing marketing.

 

Aside from plumbing marketing getting to know your customers is also part of your customer service. When you pay attention to detail when it comes to your customers and spend a little extra time connecting with them on a personal level, it allows you to create a customer for life, which is priceless. After all retaining existing customers is actually a lot more affordable than gaining new ones, plus just like with networking partner, you gain referral business.

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6 Tips to Improve Customer Service for Your Plumbing Company

July 29th, 2014
 

 

When you own a plumbing company or any company for that matter, customer service has to factor in as one of the most important aspect of operating a successful business. You could be providing the best service possible, but if you customer service is lacking you could be doing harm to the livelihood of your plumbing company. Here are some tips to help you improve customers service for your plumbing company.

 

  1. Practice listening

     

    The art of listening is extremely important when it comes to customer service for your plumbing company. Believe it or not, not everyone is born a good listener. Sometimes its a skill that you have to practice, just like anything else. To ensure that you are really listening to your customers slow down and little and really focus on what they are telling you.improve customer serice for your plumbing company

     

     
  2. Avoid saying no

    Often times when there is a customer service issue its related to a very simple yes or no. When it comes to customers service and providing great service to your customers its often times a lot easier to say yes than it is to say no. When contemplating something you want to say no to ask yourself why not? Most often there really is no reason to say no. Now there are always times when yes isn’t appropriate, but instead of saying no, try to come up with another solution.

     

     
  3. Be nice

    Yes be nice, you would think this goes without saying but sometimes the concept of simply being nice has to be reaffirmed when aiming to improve customer service for your plumbing company. Remember to smile and be genuine. This really does go a long way, even on the phone a customer can feel a smile on the other end.

     

    improve customer serice for your plumbing company

    Maureen Stevens, http://goo.gl/7SbvGL, 07/29/2014

  4. Ask for feedback

    Sometimes in order to improve customer service for your plumbing company you have to ask your customers. Have them fill out a survey once a job is complete, this may reveal something that you were unaware of. Carefully consider the information that they give you and try not to get defensive. There may be a common trend that lets you know an area of particular concern to work on.

     

  5. Be proactive

    Lets face it non of us are perfect, and even if you strive to provide the best service possible sometimes things happen that are out of our control. In the event that you have a bad opportunity with a customer, make sure you address is head on. Don’t ignore a customer service problem. Failure to address a customer complaint and alleviate an opportunity, could do a lot more harm.

     

  6. Keep your word

    Ever heard the saying “say what you mean and mean what you say”? This applies to your customer service for your plumbing company. If you make a promise to your customer, honor it. There is nothing worse than being told one thing and having something else completely different happen. In communicating with your customers be sure to be direct and clear so there are no misunderstandings. Many times a customer service complaint stems from a misunderstanding from a miscommunication.

 

By improving the customer service for your plumbing company you can actually grow plumbing business. Happy customers refer other customers and give you positive feedback online. Remember without your customers you don’t have a plumbing company, so treat your customers like gold.

 

 

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