Internal communication is pivotal in plumbing.
When the connection between the office and the field breaks down, consequences are immediate. A dispatcher might miss crucial information about a job running long, which delays other appointments and ultimately irritates customers. Or a technician on site might lack vital notes, leaving them flying blind.
This doesn’t just lead to internal frustration; it can ultimately hurt your revenue. In an industry where speed and reliability dictate reputation, it’s crucial that your staff remains on the same page to create the best results.
Set the pace
First and foremost, you need to set the pace as a leader. If you are not reachable, nobody else will expect to be.
Have team check-ins every week to review field operations and ensure things are running efficiently. Have a daily huddle with the entire team before crews disperse. Go over what people are working on, where they’re being located, and make sure they have everything they need.
Emphasize that if anything changes, they need to contact dispatch as soon as possible. When communication goes well, such as informing dispatch when a job runs long or goes quickly, shout it out in the meeting. A job well done should always be praised to make sure it continues; communication is no different.
Utilize new technologies
Everybody is jumping on the A.I. train, so to stay competitive, you should consider it, too. A.I. doesn’t have to replace anyone; it can assist dispatchers in several ways.
A.I. can be used to listen to calls and identify frequently asked questions, the types of calls received, the information shared, and more. It can also be used to identify and facilitate peak times. Instead of ramping up support teams during peak hours, which further complicates communication, you can have an A.I. assistant help.
Train the A.I. to identify these peak times, track proximity to the office, detect keywords such as “flooding” or “burst pipe,” and perform dynamic scheduling and rescheduling. The dispatcher can simply review the calendar and schedule to ensure everything is good to go, then notify the field technicians.
When implementing these technologies, make sure you involve the team in making decisions. Ask them what exact support they need and what they would appreciate being automated. The last thing you want to do is make them feel like they’re being replaced by technology, or try to solve a problem that doesn’t need to be solved.
Utilize two-way radios
Instant communication is crucial. If an emergency occurs, you need to make sure the team can contact not only emergency responders but also the dispatch team.
Every plumbing company should utilize LTE Push-to-Talk Systems. These devices enable remote coordination, such as requesting extra staff or parts without rescheduling. They’re also a lot more durable and easier to operate than cellphones while on the job.
Stewart McClintic, owner of HQ98, a two-way radio retailer, says they’re beneficial to plumbers because they utilize cellular 4G or 5G networks.
“These radios are effective in densely populated areas and can function with minimal signal,” McClintic says. “For large buildings lacking cell reception, these devices can be configured to operate over a Wi-Fi connection.”
Cultivate a positive culture
Having a positive work culture facilitates good communication, but it doesn't happen by accident. You need to intentionally cultivate an environment that allows it to thrive.
In the trades, a classic "us versus them" dynamic can easily develop between field technicians sweating under a sink and the dispatchers managing the phones in an air-conditioned office. When these two groups only interact during high-stress moments, misunderstandings and resentment are inevitable.
A few team-bonding activities, happy-hour outings, and bowling nights can go a long way. It’s easier for people from different teams to communicate, collaborate, and ask for patience when they view each other as allies.
Bridging the gap between the dispatch desk and the service team requires a multi-layered approach. It’s not just about using the right software and equipment; it’s about setting a leadership standard and building a culture where team members value one another. By investing in your communication today, you aren’t just making operations run more smoothly. You’re safeguarding your business's reputation and positioning yourself for long-term growth.
About the Author
John Waters is president of Waters Business Consulting Group, a business consulting firm in Scottsdale, Arizona. He helps plumbing businesses improve communication.
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