Whether it’s competing with licensed technicians who are simply handymen or do-it-yourselfers looking to save money, the plumbing industry is facing major changes—and challenges. It’s become increasingly difficult for industry pros to stand out among all the options available to the modern-day consumer and many companies are wondering what they can do maintain homeowner interest.
With such an influx of competition, your plumbing business needs to adapt its management practices in order to convert potential customers into clients as well as retain existing clients. Modernization doesn’t have to mean a complete overhaul of your brand, either. Consider the following tips that can help you better manage your plumbing company while staying true to your core values:
1. Market smarter, not harder
Marketing for plumbers was once a simple act: place an ad in the local Yellow Pages and go back to work. Today, however, consumers don’t want to have to flip through a directory to find your company and will often turn to a web search before they call.
If your marketing campaigns are ignoring these web and mobile trends, they may not be driving people to your phone number, making it vital for you to track which campaigns are resulting in actual revenue. Unfortunately, doing so can be time consuming without the use of proper operational plumbing software that can display such data at any given moment.
2. Prepare your CSRs
Your customer service reps are the first people inbound callers come into contact with in your company, and unless your reps are prepared properly, they might have trouble making a conversion. Give your CSRs the power to impress with operational software that can instantly show them an inbound caller’s information before they answer the phone.
With the right software, CSRs can have the following right at their fingertips:
- The customer’s name
- The customer’s address and phone number
- The customer’s profile (with various information on them and their property)
- The customer’s job history with your business
- The marketing campaign that prompted the call 3. Turn your techs into selling pros
Field technicians are the core of a plumbing company, but in today’s overcrowded industry, they can no longer settle with having stellar technical prowess alone. Onsite sales can help your revenue grow, so by arming your techs with devices that better showcase additional product offerings, you’re more likely to see them return with a sale. Consider reliable, cloud-based selling tools for an Apple or Android tablet—customers will love the way that they emulate the online shopping experience.
4. Streamline your communications
It’s been said that by 2018, 70 percent of mobile workers will use some form of tablet in their position. The reason stems from the constantly advancing cloud-based mobile device industry that can help plumbing companies better communicate with techs in the field. Being able to instantly connect with your entire technical staff, regardless of their location, will help ensure each job is closed efficiently and with the highest level of customer satisfaction.
For today’s plumber, an update in management practices is necessary to maintain high customer satisfaction. By turning to advanced business management software designed specifically for the trade industry, you can help your brand stay true to its vision while optimizing the once time-consuming business management aspects of your operation.
To find out more about how software can improve your plumbing company’s management practices, contact ServiceTitan today. ServiceTitan is the award-winning field service management software that has transformed the way thousands of plumbing, HVAC, electrical, and garage door companies do business. From efficiency, to customer service, to revenue, ServiceTitan is ready to upgrade the way your plumbing company competes in the marketplace. Contact our team today to request a demo!