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Plumbing sales tips
are less about learning how to upsell, and more about learning how to provide value and create loyal customers through the use of
. A home service professional’s greatest resource in growing their business is nurturing loyal customer relationships and providing the ultimate in-home service experience.
Loyal customers can be inexpensive marketing tools for home services professionals. Providing great experiences can jump-start an effective referral program.
“83% of customers are willing to refer after a positive experience.” –Nielsen Survey
Did you know referral advertising is fast becoming the most trusted factor when making a purchasing decision across buyer demographics?
Every job presents an opportunity to convert first-time customers into repeat business and brand ambassadors. Look the part, have the right attitude, communicate and provide relevant services. This is the key to increasing plumbing sales.
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So what are the steps to increase plumbing sales on every call and build customer loyalty?
According to research studies, people form judgments in about seven seconds. Set the tone on arrival by developing a good rapport with the homeowner. This can also serve to quickly eliminate negative perceptions of the plumbing profession.
Pro-Tip
: Always carry one or two spare uniforms to change into; show up to the last job looking just as smart as the first job!
Steven is a professional plumber and water filtration expert in San Diego. He recommends that home service professionals keep their eyes open and communicate with the customer every step of the way. It is all about the mindset.
“You have to walk into the home knowing you are there to protect your customer and provide value. If you believe in your services and products, the rest is easy.”
Home service professionals are skilled tradespeople, not salesmen. Why attempt to implement up-selling tactics that aren’t in alignment with the company values?
What
can
change to benefit sales
and
customers is the philosophy of why a home service professional is on the job. Make the goal to help the customer protect their most valuable asset, their home. When the mindset is adding value, closing a sale or selling an additional service becomes much easier.
Customers are not skilled plumbers. They called professionals for help. Often, customers have more than one plumbing problem, but they may not know. Offer them information on the issue and offer a solution.
When home service professionals are focused on getting the sale, they are not focused on helping the customer. The best way to help the customer is through clear communication and setting proper expectations such as using on-my-way texts using your
.
Pro Tip:
When a customer is given regular updates, they are more likely to say yes to additional repairs or services. They feel informed and trust the plumbing tech making the recommendation.
When presenting a repair or installation estimate, do so with a clear explanation of the “how and why” of the job. Remember, trust is important in building a quality customer relationship securing repeat business.
Cross-promotion can be intimidating, but it doesn’t have to be. When a home service professional offers more services than just plumbing, make sure to share these services with every customer.
Don’t ignore any opportunity to share what services are available. The worst-case scenario? The customer says no. But, it will put your name on the list when the need arises.
Sharing what you are an expert in is another piece of the relationship-building puzzle. Why would a customer go elsewhere for something you can provide. But, they have to know about the services to use them.
The most valuable plumbing sales tools don’t have to be complicated “tactics” learned inexpensive sales training courses. In fact, those can often turn customers off and reinforce negative perceptions about plumbers.
The best tools are creating trust and engaging with homeowners. People are more likely to purchase from people they trust. Building that level of trust is all about a responsible approach to service calls.
Deliver a professional first impression and clear communication to guide customers’ decisions. When the focus to sell falls away, it is replaced with the desire to help solve problems — a positive for customers and home service professionals.