Customer, Employee Input Important at End of the Year

End of the year discussions with customers and staff can lead to ideas to improve your plumbing company.

Here we are heading into November and just two more months left to 2021. This year has just flown by and hopefully that is a sign that your plumbing business has been booming this last year.

It’s now that time when you want to finish out this year strong, look back on what worked and what did not work for you this year and start drafting your business plan for 2022.

It sounds like it’s an easy thing to do, but it isn’t. You have to figure out if your company grew in customers or shrank? Did your employees find ways to improve themselves or not? Did you add equipment or services to your offerings? If so, did it pan out as planned?


It’s important to look at all of this data at the end of every year so you know what ways you need to improve your company in the year ahead. If you lost customers, you need to learn what the cause of that was. Was it workmanship that did it, or was it just the economy that impacted that?

You then need to figure out how to pull those customers back in the year ahead. Maybe it involves adding a new service, or ensuring your crews don’t run into delays.

If your employees need training in the year ahead, you need to plan now for that. Get them to trade shows or a location where training is taking place and make your team better. These are often held in the winter or early spring when work is a little slower; start looking now for opportunities.


One of the easiest tasks to do is to first talk to your employees to get their take on how this year has gone and what suggestions they would have to improve operations next year.

They are the ones out in the field doing the work and having most of that customer interaction. Find out from them what is and isn’t working. You have to make sure they don’t shy away from telling you anything. If you don’t like it, don’t punish them either. Your goal is to learn what can be improved at the company, that’s it.

If you’ve lost some customers, don’t be afraid to reach out and see what happened. That’s the only way you’re going to know for sure if it was something your company or crew did or if it was unavoidable.

I would even reach out to those customers that are sticking with you and find out from them what they would like to see from your company in the year — or even years — ahead. It will likely give you a good idea of where you should lead the company.


Now that you’ve talked to some current and former customers, have had meetings with your employees and looked at your income/expenses from this year, it’s time to put together the plan for next year.

Shoot for the stars and take your company to new heights. There are always new ways you can bring in business and improve your team.

Let us know of the ways you plan to improve your company and how they work. Email me at or call 715-350-8436.

Enjoy this issue! 


Comments on this site are submitted by users and are not endorsed by nor do they reflect the views or opinions of COLE Publishing, Inc. Comments are moderated before being posted.