For some plumbers, upselling is a dirty word that evokes images of overzealous contractors forcing unneeded products on unwary customers. Or of wasting valuable time playing salesman instead of moving on to the next job.
But savvy plumbers know that tactful upselling can benefit their bottom lines without offending customers. It can also boost customer satisfaction and lead to more word-of-mouth referrals, says Ed Del Grande, a master plumber and a how-to expert for Kohler/Sterling.
“You’re in someone’s home and you have a captive audience,” Del Grande says. “You go into homes with a fresh eye and perspective and see things
