Anticipating Customers’ Future Plumbing Problems

Armbrust Plumbing is equipped to address customers’ immediate issues quickly, but it also aims to educate and prepare people for what could be coming down the line

Anticipating Customers’ Future Plumbing Problems

Pat Armbrust, owner of Armbrust Plumbing & Heating Solutions

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Armbrust Plumbing & Heating Solutions promises 24/7 service.

The DuPage County, Illinois, company has technicians on call all day, every day, including Saturdays, which often are the busiest days of the week because everyone in the household is home and noticing little things like leaks, says Pat Armbrust, the fourth generation of his family to oversee the company.

“We always have someone ready to answer the phone, 24 hours a day. Our ultimate goal is to provide a ‘wow’ experience to our customers,” he says.

Many companies tout 24/7 service. But Armbrust tries to distinguish his company by truly committing to a longer-term vision about what it means to meet customer needs.

“Most of my calls are about problems at hand. I take pride in fixing that problem at hand and putting that customer at ease,” he says. “But we are there not only to fix the immediate problem. We want to provide solutions to future problems, as well.”

Recognizing tomorrow’s problems is accomplished by going the extra mile in evaluating an issue. It means taking the time on a service call to educate a customer about how the current condition of a plumbing fixture or drain could lead to a future problem. It is giving customers an advanced warning.

“A customer might decide not to do anything that day, but if we provide the information, they have been given what they need to make a decision when the time comes,” Armbrust says. “We look to partner with our customers for as long as they own their home or business.”

Armbrust says he believes the newest generation of home and business owners is especially interested in being given all the information they need to anticipate future issues.

“They want to know how much an eventual fix will cost. They don’t want to be blindsided by extras. They don’t want to worry about unknowns,” Armbrust says. “And that’s who we are as a company. We want to be there for our customers so they don’t have to worry.”

Read more about Armbrust Plumbing & Heating Solutions in the October 2021 issue of Plumber magazine.


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