Educating on Maintenance

Plumbers should talk to customers about risks they could face if maintenance isn’t performed

You’ve all heard the saying “out of sight, out of mind.” Now, how many of your customers do you think follow it?

You know customers don’t regularly call to schedule yearly maintenance as it is recommended. The call often comes when the plumbing equipment fails. How do you change that way of thinking and get customers to call for recommended general maintenance?

First of all, admit to yourself that you likely won’t get all your customers to schedule that important maintenance check. However, there are some easy ways to encourage more of it: Contact the customer when it’s time each year, advertise the importance of the maintenance checks, or automatically schedule it when you are called in for a repair or for the previous year’s check.

CONTACT THE CUSTOMER

Many plumbing companies are already using technology to schedule jobs. Those jobs should have all the customer’s contact information including phone number and email address.

If possible, set up the program so it gives you alerts when a customer’s general maintenance check is nearing and assign staff to call and talk with the customer about setting this up. Oftentimes the customer forgets it’s that time of the year already and will appreciate the call.

If calling that many customers isn’t an option, use a strategy from the septic pumping industry and send out reminder cards each year. Those cards are mailed out to property owners to remind customers it’s time to pump out their septic tank. All you have to do is address some premade postcards that tell the customer it’s time to schedule. You could take it a step further and print a coupon on the reminder that says if they call by a certain date, they get a discount.

KNOWING THE IMPORTANCE

Many customers don’t understand how important maintenance is. Why not tell your customers why it is so important? Explain what could happen if that equipment is maintained.

When you’re in the home doing other work, always bring up annual maintenance checks. When you’re attending garden and home shows held in your local community, make sure one of your handouts is on the importance of maintenance checks. Many plumbers have radio commercials; if you do, dedicate some time to discuss maintenance in one of those commercials.

YOU’RE THE EXPERT

The more your customers hear you — the expert — talk about how important maintenance is, the more they’ll start contacting you. It might not happen right away, but keep working on those customers.

Do you have other methods to inform customers of annual maintenance? I’d like to hear what you’ve had success with. Email me at editor@plumbermag.com or call 715-350-8436.

Enjoy this issue! 



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