Having to break bad news to a customer is bound to happen to each and every plumber. Whether you have to tell the customer the repair is going to cost more, take longer, or whatever the case, it’s something that must be handled delicately.
It can be tough telling a customer that it’s going to cost a lot more than anticipated and then trying to explain why the cost is where it’s at.
I was in that situation a few months ago with the church I belong to. We learned that we might have a plumbing problem at the church and were hoping it was just a clogged lateral. We weren’t so lucky, though.
We called in a drain cleaning professional to jet the line, but in the process, the jetter got stuck. After a quick camera inspection, we learned that our lateral was pretty much gone. Not good.
We didn’t have outside access to the lateral, so an excavation crew came in, tore up the ground — including the city sidewalk and a portion of the road. That’s when we learned that the city’s sewer main was actually higher than the lateral, which is what created the problem. The water would just sit at the bottom of the lateral and rot away over time. We were told we needed pumps to push that water to the main.
When we first thought we had a plumbing problem, we budgeted about $4,000 for the repair. By the end, the cost was up to about $20,000. There was some shock, but not as much as there could have been if the contractors hadn’t been in constant communication with us throughout the entire project.
ACKNOWLEDGE THE IMPACT
There are a few ways to inform a customer on bad news about a project. One of the first things is acknowledging the impact it will have on the client.
When you deliver bad news, start by putting yourself in the customer’s shoes and recognize the impact it’s going to have on them. They might not have that much money available, or maybe the repair time is going to take longer than what they have.
Show that you understand their position at the beginning of your conversation. It shows that their satisfaction is still your first priority.
BE HONEST AND DIRECT
As you start the conversation with the customer, it’s important to get right to the point and explain the problem in clear terms. Explain why the bigger repair is needed; explain the materials that are needed and the time needed.
It shows respect to the customer when you take the time to explain all of this work and where the costs are coming from.
PROVIDE A VIABLE SOLUTION
Before you even bring a problem to the customer, come up with a solution to meet the customer’s needs and diminish any likely concerns.
Focusing most of the conversation on a solution will create a sense of confidence and trust between the customer and you.
CUSTOMER TIPS
What tips do you have for communicating with customers when bad news needs to be shared? Email me at editor@plumbermag.com or call 800-257-7222. I look forward to hearing for you.
Enjoy this issue!
