Residual Income for Plumbers?

You want repeat business? Be perfect. word travels fast.

I'll tell you the one thing I do is take the time to look around at all the plumbing and just mention the other things that need doing. I even include tips on how they can take care of the small nusance call type things. Like cleaning out under the pop up of a tub or lav sink before they call us, changing out washing machine hoses to no burst hoses, showing them how to tighten a loose packing on a valve. This is done with out any sales pressure and is all matter of fact.

I am here to fix your problem and I do charge a good price. I am also here to educate you and show you the things that you can do to avoid future problems and fix small things without having to call me. I'm the guy that you want coming to your home! I'm not cheap... But I'm good!

just got a strike.....

Customer just called me..at about 1 today...

no hot water , and it can wait till Sat......

She looked at her 1994 Smith Gas water heater and saw the sticker I put on it sometime waaaay back when..

I think we did the plumbing in the home...

anyway its 14 years old and she is getting a new one on Satruday...

4 cents just became $750 ......

ohhhh how I love it so...

.Redwood, every time I try to sell a customer somethign that I
did not come there for in the first place, I always get the feeling
that they are turned off by the whole thing..


we will get back to you on that issue ,,,,,,,,, thanks anway...
now could you please get back to work .......


Now , if they ask me to look at something, and ask me first,
then its a whole nother ball game.....


I usually come across like I am too busy today and really dont care
about being there for any other reason than the plumbing mission I
came to do.....


I usually say that I am more than happy to give you
a price on anything you need done, but it aint gonna happen today.


moms got supper on the table...and its getting cold.......


..

master plumber mark said:

.Redwood, every time I try to sell a customer somethign that I
did not come there for in the first place, I always get the feeling
that they are turned off by the whole thing..

Click to expand...

That's just it Mark...
I'm not putting any pressure on them...
Just a quick inspection pointing out potential problems. In fact I tell them to put on the washing machine hoses themselves. I tell them if they can attach a garden hose to an outside faucet they can probably handle it.
I'm there to do the task at hand and provide an assessment of their plumbing.
If they want any of the work done they have to ask the question.
The walk around is loaded with tips they can do themselves to avoid calling me.

I view it as planting the seeds...
When they decide to do the work I'll be happy to do it.

One of the components of the walk through is making sure that they know where the main shut off is and how to operate it.

the helpful approach....

That is basicaly a good thought out approach Redwood...


do the walk through and show them a few pointers..

I will mark the main water shut off valve for them with a majic marker.....

I basically do about the same thing, more or less.
just in fast gear...without any come-ons.......


I try to let the customer know I got so much time that day for their call and I got to keep on my schedule...

basically I dont go around looking for trouble , but I will point out something obvoius , and I dont push it unless it is something of a dangerous nature......


I tell them if they would like an estimate to have the work done on some other day , I will write something up and it can be arranged for alter that week..........



It seems if you play hard to get, and dont play
sammey sales with them...folks....this price is only good for today.......

they realize you are not trying to get one over on them, bcasue they always have the chance to compare prices with someone else...

That is my thought exactly!
The pressure pitch is such a turn off to me that I can't use it on anyone.
I'm the guy that tells the used car salesman to shut up and take a walk...
I'll come talk to you when I'm ready to deal.
I then look over the vehicles real good decide which ones I'm interested in,
check the book values take em for a ride...

Now we're ready to talk...
Spare me the BS cause if I walk off the lot without a deal I'm gone forever.
This one here how much give me a good price...
Kinda high seeing as it needs shocks, you did a pad slap on the front brakes the rotors weren't turned, rear brakes are 75% gone and the tie rod needs replacing...
Wanna sharpen your pencil and give a real price...

At this point he better get real or, it's have a nice day!

Years ago I was sent to a call where a young couple had just gotten a house from the womans grandfather. They were concerned about the septic system. they had the lid exposed and I took a look at it.The tank was small with a very small inlet baffle area. I told them that there really wasn't anything wrong with it and since they were planning on adding on to the house they would be upgrading it then. Run it your fine but when the young one potty trains be very careful with excess paper usage.

Lets go look at the rest of the house...

The cast iron in the basement was shot...
Leaking, rust stalactites hanging down and all...
I told her that I would be much more concerned about this than anything else.

The supply side was all old brass with quite a bit of corrosion at the joints.
I told her that she probably had a couple of years with those but it should get replaced at some point. Don't use the pipes as clothes hanger rods when you do the wash and save your money it will be about $3k. When the first leak hits don't play around do it all.

She wanted the leaking cast Iron replaced and we did that job.

A few years later the brass sprung a leak and as advised she wanted it all done at once no playing around.

I was right they didn't have any problems with the septic tank!

When you give customers the real deal with a heads up on the future they like it!