Customer Service Articles

There is an app for everything, including your plumbing business. Field Service Management (FSM) software is practically a one-stop-shop that includes customer management,...

Each year, Plumber profiles individuals and companies who stand out in their fields. Enjoy the best of their witticisms and advice we...

Want to make the people you meet instantly feel more comfortable? Want to make the people you meet instantly feel valued and...

Although Neil Sedaka and Howard Greenfield may have been right about love relationships when they penned their hit, “Breaking Up Is Hard...

About 10 years ago, I went on a service call to unclog a main drain. The customer explained that her system was...

The holiday shopping season is upon us. There are two types of shoppers: Those who love to buy and wrap gifts, and...

There’s a fascinating concept called knowledge blindness. Once you are an expert at something, you can’t imagine what it is like to...

There’s a case to be made for keeping your service offerings focused. Doing a few things extremely well and not falling victim...

There are many hurdles that a contractor faces in this industry, or any service industry. One of the more perplexing issues that comes...

Back in 1920, when William Lutz founded the plumbing company that still bears his name, Woodrow Wilson was president, the Cleveland Indians...

My strangest customer service story didn’t involve a customer at all. It was a customer’s neighbor. We’ll call him Mr. Neighbor. Our customer...

In this industry there is oftentimes a push for diversification. A desire to be a one-stop shop and be equipped to handle...

When Chris Carlin added video inspection to his company’s lineup in 1996, it was an add-on service that cost extra for drain...

Have you ever sat through a painful sales pitch? Maybe the salesperson was a little too enthusiastic? They asked formulaic questions, came...