Eco-Friendly Awareness
Customers are demanding products and services to become more eco friendly to help protect the environment. A big part of this means using green materials that cut down on the use of natural resources. You might have customers start to question if your materials are environmentally friendly. Further, reducing energy/water consumption is also very popular. Some of this has to do with more environmentally friendly regulations and also customers want to save money. You may be replacing older systems with newer, more efficient ones. For example, plumbing fixtures that use less water are becoming more popular.
Old Pipes
Educating your customers about aging pipes and the risks they pose is critical. The good news is that not all old pipes will need to be replaced. With proper inspections and maintenance, a pipe can stay safe for years to come. It’s critical that customers know their older pipes need to be monitored because small problems can become big problems fast. And in some cases, a pipe is just too old and has deteriorated too much to keep using. Replacing pipes isn’t cheap and can be a lot of work, but you should emphasize that it will be one less thing the customer has to worry about.
Increased Customer Expectations
Never forget that customers have access to a lot of plumbing information right at their fingertips. They can get reviews of your business and your competitors. They can compare different services offered. And they can easily spread the word about your business to their social media followers, for better or worse.
While today’s customers are probably more demanding than they were in the past, good old fashion customer service and quality work will go a long way to keep them happy. Little things, like calling/texting the customer when you’re on your way can improve their experience. Some plumbing businesses even use technology that will give customers real-time arrival estimates on their phones.
But customer service doesn’t end when the job is done. Following up with the customer afterward to make sure they’re happy with your company. This will help you gauge whether your level of service meets their expectations.
Coronavirus – COVID-19 Protocols
Obviously in 2020 customers expect any plumber or 3rd party service technician entering their home to be wearing a face mask and otherwise adhering to social distancing and other coronavirus-related sanitary and health-focused measures. On top of that, placing an added emphasis on cleanliness by wearing disposable gloves, clean clothes and a generally clean and well-kept personal appearance have taken on greater importance nowadays than in previous years.
Strong Online Presence
Your plumbing business needs to have an online presence. This means a well-designed website that also works on mobile browsers. You should also be on Facebook, making regular posts about plumbing-related topics your followers might find useful. Be prepared to answer customer inquiries on Facebook and even deal with negative comments. It goes with the territory. You can also save customers a phone call by allowing them to fill out an online form requesting service. The key is to respond to their form submission within a few hours.
The general rule of thumb is that customers should easily be able to find you when they do a basic search for plumbing services. You can utilize Facebook or Google ads to increase your search visibility. Keep your presence upbeat and positive. And never, ever argue with a customer’s negative review or comment. You’ll end up looking like the bad guy and your reputation will take a nosedive.
Stay Current With New Trends
Since trends change over time, it’s best to stay as current as possible. This means networking with other plumbers, reading trade publications, attending trade shows, and utilizing vendors more to help you learn about their products. Staying ahead of the curve means you’ll spend less time playing catchup, and more time growing your business.