The service agreement model at Tri-County Water Services is built around a single truth: People would rather prevent a disaster than respond to one if you show them why it matters. Brent Hershey and his team have refined a simple framework that keeps customers engaged year after year.
1. Sell at the right moment
Timing is everything. Tri-County introduces the agreement when homeowners are already focused on system performance such as after a pump failure or when new water treatment or onsite wastewater equipment is installed. When the pain or risk is fresh, customers are most open to solutions that keep the problem from coming back.
“If they’ve just experienced a failure, they’re open to being proactive,” Hershey says.
2. Deliver first, then bill
To build trust, Tri-County performs the entire inspection, cleaning and performance check before collecting payment. Homeowners are encouraged to be present so they clearly see the work, learn about the equipment and understand the value of routine care.
Why it works:
- Eliminates “prepay hesitation”
- Reinforces visible value
- Turns the technician into a trusted adviser
3. Lock in value and communication
Three-year agreements keep pricing stable and eliminate the annual resell effort. Automated emails and texts ensure reminders don’t slip, with personal calls layered in when needed. Once onboard, the experience is smooth, predictable and worry-free.
The Payoff
Tri-County now maintains hundreds of contracts on both water and wastewater systems, a foundation of recurring revenue and year-round workload stability. And retention? Almost perfect.
Most importantly, homeowners feel cared for. And when customers feel protected, instead of being sold to, they stay.
Read more about Tri-County Water Services in the March 2026 issue of Plumber magazine.
