What is your biggest pet peeve? Mine is when I don’t get callbacks in a timely manner from a service company.
There is nothing more frustrating for a customer when you have to leave five, 10 or more messages — either voicemail or texting — until the service company you need help from finally gets back to you. That is not how plumbing companies build a good reputation.
With all of the technology and business services available, there should be no reason this should be happening. A service company could have an answering service, or phones transferred to cellphones. You could have automated text responses for those who text you as long as you remember to reach back out to that customer in person.
STARTING WITH INITIAL CONTACT
The subject of our profile in this issue, Wisconsin-based Bontempo Plumbing, knows how to build a good reputation and owner Chris Bontempo takes pride in it. It’s so good, in fact, that he doesn’t need to advertise his services through TV, radio or other advertising methods.
When I reached out to him for the initial story request, Bontempo got back to me within an hour of reaching out. If I were a potential customer of theirs, it probably would have led me to using them for plumbing services.
If you don’t have someone at the office that can answer incoming calls, right now might be the best time to try adding that person. With the holidays upon us, you probably want to take time off of work and don’t want to be there all the time to answer calls, so why not find someone that can work through the holidays as temporary help?
Let them answer the calls and texts and any social media contact that might come in and have them leave messages for you or your plumbers. It could be a great way to see if someone is a fit for the company, too.
CONTINUE BUILDING
Just answering calls and other messages isn’t going to build your reputation alone — you’ll have to do other things too, like being on time for service work, doing the work in a timely manner and ensuring that the job is completed to the customer’s satisfaction.
Being responsive in a timely manner is just the first step — an important one — of building what your company could become. Don’t let that step slow you and your growth down.
What are some ways your company has handled the incoming customer’s calls, emails or text messages? Email me at editor@plumbermag.com.
Enjoy this issue!
