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Why Plumbing Companies Can't Ignore Customer Reviews

Plus, tips for improving customer satisfaction.

User leaving a review on mobile phone | SharkBite

Customer service isn’t just doing the acceptable thing to get the job done. It’s going above and beyond — every time. And whether you deliver on this promise can have a real effect on your plumbing business’ reputation and bottom line, especially in the digital era when 82% of consumers read online reviews for local businesses. We’ll highlight the different reasons that customer happiness matters in plumbing and how to improve customer service to gain more satisfied customers — even when you’re not in constant contact with them.

How Customer Satisfaction Affects Success

Just as poor-quality work and good customer service won’t satisfy a customer, good work and poor customer service can end up costing you. Here's why succeeding at both is so important.

Credibility

People may remember when they have a good experience when you complete a job for them, but they’ll never forget when they have a bad one. If customers aren’t happy, they’re probably not going to choose you again, and they’re going to tell people why, especially online. In fact, nearly 90% of consumers share their negative experiences.

Those negative reviews could keep you from gaining new business. Few things carry more weight than public opinion when it comes to credibility. Whether you have a negative or positive presence online, people will notice. Fifty-seven percent of consumers will only use a business if it has 4 or more stars, and 78% of consumers trust online reviews as much as a recommendation made to them by a friend, colleague, family member or acquaintance.

The more you offer exceptional service — whether you’re repiping, repairing or installing a complete plumbing system from meter to fixture — the more likely people are to endorse your services, making you more prominent and trustworthy.

Plus, generating reviews — and responding to them — also helps your business improve search engine rankings, which can help you outdo the competition and win more business when people look up the services you offer.

Customer Loyalty & Revenue

Not only can customer satisfaction and service affect new business. It can affect return business too. Seventy-three percent of consumers say that a good experience is key in influencing their brand loyalties, and they’re willing to pay for it. In fact, they’re willing to spend up to 20% more for excellent service.

Which aspects of service do they find most valuable? More than half would pay more for speedy and efficient customer experience, while 42% would pay more for a friendly, welcoming experience.

And just as going above and beyond has several benefits, failing to offer a good experience can come at a cost. Sixty percent of consumers would stop doing business with a company if they experienced unfriendly service.  

Ways to Improve Customer Satisfaction & Service

Your interest in customers’ satisfaction is just as important as whether they’re happy in the first place. And investing in it doesn’t have to be expensive. By following the recommendations below, you can improve customer service and satisfaction.

Listen. Listen to their pain points and create a proactive solution. Find out what they value and see if you can add or subtract from your current approach to meet their needs. And if you’re addressing a complaint, let them know you’ve heard them and have taken steps to right any wrongs. If you can’t, offer them an alternative.

Make It Easy. Simplify the number of steps it takes someone to do business with you, whether that’s scheduling a plumbing service, getting in touch with the office or paying a bill.

Train Your Team. And not just at the time of hire. Continually review good customer-service practices. Foster a culture of problem-solving with a customer-service voice.

Monitor Feedback. Check online reviews regularly and adjust your work to avoid future negative comments in the future. You don’t necessarily need to respond to every comment, but you should get in touch if someone needs help. Take the conversation away from the public eye by offering a customer support email or phone number.

Build a Relationship. While you may be interacting with your customer simply to solve their problem, treat it less like a one-and-done job and more like a relationship. Close the communication loop and follow up. And before you end an interaction, make sure you solved all their problems. Ask them if they have any other questions or if there’s anything else you can do for them.

How Customer Service is Measured

Good service means giving your customer more than what they expect after solving their issue, and one indicator of customer satisfaction is their happiness after you complete the job. Some other ways you can measure it is by looking at the following:

  • Amount of repeat business.
  • Growth in new business.
  • Reduction of complaints.

Good reviews carry a lot of weight today, and there’s no way to get them without putting in the work and taking a customer-centric approach. Pay attention to what people are saying, address their concerns, and be proactive to gain happier customers.