Tag Archives: covid-19

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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
  • expertise.com best seo agencies in fort worth
  • plumbing heating and air alliance member
  • contractors of america best digital agency

How The Coronavirus (COVID-19) Might Impact Plumbing Companies

Coronavirus for Plumbers Blog Cover

As a plumber, you are becoming more aware of the coronavirus (COVID-19) with each passing hour.

COVID-19 is a virus spreading through the United States at a rapid pace and has already caused economic turmoil.

Plumbers will be affected, though it is too early to tell how much it will hurt plumbing as an industry.

As a plumber SEO company, we have the unique perspective of monitoring our hundreds of clients through Google Analytics and our own propriety tracking software.

We are interested in how COVID-19 is impacting things like search traffic, website clicks, and keyword searches.

So what does all of this mean for plumbing companies?

What NOT to DO

Don’t Let Panic Cloud Your Judgement

While the first reaction for most plumbers might be to panic and suspend operations, it may not be the best reaction. We’ve seen plumbers in some parts of the country actually get more business since the coronavirus outbreak. Even New York state, which is currently the most affected by the virus, lists skilled tradesmen like plumbers as part of the essential services that can remain active.

Don’t Suspend Internet Marketing

During economic uncertainty, it is common for businesses to cut unnecessary costs. As a plumber during the COVID-19 outbreak, one cost that is absolutely necessary is internet marketing. Now would be the worst time to cut your online marketing campaign since most people are stuck in their house, and their only method of finding your business is online.

What You CAN DO to Capitalize

Triple Down on SEO & Internet Marketing

Because some plumbers will bail due to economic pressure, there will be an opportunity to take over search engine results pages within your local community, not just in the interim, but in the long-term. This is true both on traditional organic search results (ten blue links) and Google Map Pack results which are based on a separate algorithm but often provide the most accessible leads. Consider your options:

Google Map Pack Results 

Google Maps shows prominent and relevant businesses within the proximity of the searcher, and if multiple plumbing companies shut down, you can quickly become most prominent. This is especially true if your business is already established with an existing Google Business profile showcasing multiple customer reviews. Now is the time to overtake competitors in your area.

Traditional Organic Results

If a plumber shuts down their business, don’t expect Google to hold their ranking position for much longer. Because Google’s algorithm can detect user engagement and other similar metrics, a plumbing company that goes out of business is extremely vulnerable to being overtaken, not just in real-time, but on Google search results. You can be the replacement.

Google Ads

Since PPC advertising requires ongoing payment, some plumbers may pull the plug on their ads. If this happens, it will drive down the cost per click (CPC) which means you can get highly valuable keyword clicks for a fraction of their peak price. Since plumbers throughout the States are still getting business, acquiring these once highly-coveted clicks could have a nice impact.

Be a Leader in Your Community by Protecting Customers & Staff

Most people remember who was there for them during tough times, not easy ones. This is true for homeowners during the COVID-19 outbreak. Plumbers who answer the call, and do so while exercising precautions and creating a safe working environment, can cement themselves as go-to plumbers once all the smoke clears. Your customers will remember you forever after this.

COVID-19 Prevention Tip

Summary for Plumbers During the Coronavirus Outbreak

Protect Your Clients & Employees

Now is not the time to be reckless, instead, be vigilant. Take safety precautions to avoid spreading the virus to staff or clients. You can use your online tools as a method of limiting face to face interactions. Once you schedule services, your direct interaction with the homeowner can be very limited. Your job is to ensure you don’t contaminate their living space.

Take Your Marketing Seriously

Now is not the time to cut marketing costs, if anything, it is a time to triple down on them. There are very few opportunities to overtake long-cemented plumbing companies on Google search results but now is one of those times. As businesses close down because of the outbreak, other companies will take their consumers and their reputation within the community. Will you be one of them?

Call Plumbing Webmasters

You won’t have much time to execute an online marketing strategy during these uncertain times. Your best option is to call Plumbing Webmasters at (877) 388-9884 and ask about our discount. We are working with plumbers across the United States to ensure that homeowners can find the contractors they need to keep their plumbing systems up and running at a time when normalcy is needed as much as possible.

Posted: | Updated: Mar 25, 2020 | Categories: Marketing