Adapting Customer Service in Uncertain Times

It may not seem like it but this pandemic is an opportunity for you as a plumbing contractor to solidify the professional relationships you have with your current customers, make sure they become recurring customers, and even gain new customers. But it all starts with outstanding customer service. Believe it or not, you can exhibit stellar customer service as a plumber in these challenging times. 

And these times certainly are challenging for plumbers. Plumbing work usually entails moving around somewhat freely in the homes and businesses of your clients. But things are different now. People are skittish about having an outsider coming into their home and mince about the place. So in a sense, emphasizing customer service during COVID-19 has a lot to do with adapting. 

But why is customer service so important during this time? Doesn’t everyone understand that things are different and that they should lower expectations? Despite what many businesses are doing, now is a great time to show your customers that you really care and emphasize customer service.

The Benefits of Outstanding Customer Service During COVID-19

Demonstrating great customer service isn’t just about keeping your business afloat during COVID-19; it’s about making life-long customers. This is a perfect opportunity to show your customers that you are willing to go the extra mile for them when they need it the most.

If you are able to provide plumbing services in a manner that exceeds the expectations of the customer during this pandemic, they will remember you when this is all over with. They will also be that much more likely to refer you to their friends and family who are looking for a reliable plumber. 

The benefits of customer service stretch far beyond the here and now but it is a great time to “come to the rescue” of your customers and instill a lasting and positive perception of your services in their minds.

And customer service is a huge part of the plumbing industry. As marketing experts specializing in the plumbing trade, we see that the most successful contractors are the ones that make customer service a priority at all times. If you would like to find out how you can grow your plumbing contractor business both now and on into the future, contact us here at Plumbing Webmasters

Customer Service Tips for Plumbers

Hopefully, now you have an idea of the potential benefits of maintaining a high level of customer service during the pandemic. But how you maintain exemplary customer service in a time that is so challenging in so many ways? Here are just a few customer service tips you can put into practice right now:

Social Distancing

Keeping the recommended 6 feet away from people at all times can be challenging as a plumber. But if you show your customers that you are committed to it, you will win their favor. If you are working in someone’s home or place of business, let them know the area in which you will be working. If you need to move from area to area, make sure your customers know that you will be moving. You can call out to them before you move to give them a chance to maintain a proper distance. It may take more time and effort, but your customers will really appreciate it.

Stay Patient – As a plumber, you probably talk to multiple customers a day. And during these times COVID-19 dominates many conversations. Even though you may be sick and tired of talking about COVID-19, a little empathy goes a long way with your clients. Remain patient, lend an empathetic ear and try not to be short with your customers. Everyone is looking to vent a little these days and if you can be the plumber that can smile through tedious conversations, you will have won a recurring customer.

Don’t Forget About Yourself

You cannot give great customer service if you are not taking care of yourself. It can be hard not to stress during these uncertain times, but be sure you take some time for yourself. Whether it’s just lingering in your truck and taking a few deep breaths before talking to a customer or taking a half day to exercise and let off some steam, it’s important to get your mind right so you can better serve the customer.

Community Outreach

If at all possible, do some charitable work. Maybe a local church needs some plumbing work done. Even if it’s pro-bono, it is a great way to show people that you care and a great opportunity to network your services. You may even take some time to consider some of your elderly customers. Reach out to them and ask if they need anything on the weekend like a grocery drop off. Taking a couple of hours or even a half-day to help out around the community will make people take notice of your company.

Emphasize Safety 

Last but certainly not least; make sure your customers know that you emphasize safety. This entails not only letting your customers know that you are taking safety measures before rendering a service, but following through while you are actually rendering the service. Update your website to reflect the safety precautions you and your team are taking to prevent the spread of COVID-19. Equip yourself and your team with masks and gloves when they are on the job too.

Plumbing is an Opportunity

Finally, try to view plumbing as an opportunity to make life-long customers. Think about it: plumbing is an essential service. Pandemic or no pandemic, people need help when they have a frozen pipe or a flooding kitchen. They will call you but it is up to you to make sure they keep calling you. And the way to do that is to provide excellent, consistent customer service.

Get in Touch

For more ways to grow your business in these uncertain times, get in touch with us here at Plumbing Webmasters.

Posted: | Updated: Apr 30, 2020 | Categories: Podcast |
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