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The goal of our phone calls is to quickly take all the necessary information so that both we and the customer can move on from the phone call, all while offering a pleasant customer service experience.
Please, always remember that we are extremely lucky that these customers have chosen us instead of any of our competitors!
Our slogan is Fast, Friendly, and Local Plumbing Services.
Friendliness is the name of the game!
*ring ring*
(I glance at the Prefix on the caller ID to see where the customer is likely calling from – or what company they’re calling. For this example, the customers caller ID reads “Ottawa – Jake Romano”)
Office Team: Hello and thank you for contacting John The Plumber! This is _______, how may I help you today?
Customer: tells issue
Office Team: Sure! I can definitely help you with that. Have we done work for you before?
Customer: Yes or no
Office Team:Great! We certainly appreciate you reaching out and I’ll be happy to assist you today. May I have your name?
Customer: Gives name
Office Team: Okay, great <customer name>, tell me what type of problem you are having so I can best help you today
or
Ok, <customer name> what’s going on with your <issue customer mentioned above>.
Customer: Gives description of their problem or elaborates.
Office Team:Oh, I’m really sorry that happened! I know it can be frustrating. We can certainly get you taken care of. <check schedule for earliest available appointment>. I have an opening between <schedule window>. Does that work for you?
Customer: agrees or requests different time.
Office Team: Perfect! I just need to collect some information. May I have your <collect full name, address, postal code, phone number, email, are you the homeowner?>
Customer: answers everything
<If the customer asks if we accept cash, cheques, or e-transfer, we say we can>
Send email for everything.
Office Team:
“Alright, <customer name>! I have all the information I need. Here’s what to expect next:
As a returning customer, you’re automatically enrolled in our Loyalty Rewards Program, giving you a 10% discount on service calls. Payment is due at the time of service, and we accept Visa debit and all major credit cards.
We look forward to serving you again and appreciate your continued business. Thanks for choosing John The Plumber!
By the way, we’re running a special promotion on sewer camera inspections. Normally $399, you can add it to any plumbing service for just $25. This is a great way to catch any hidden issues early. Would you like to include this service during your appointment?”
Use exactly the above. Don’t abbreviate it, shorten it, or change it.
“Alright, <customer name>! I have all the information I need. Here’s what to expect next:
Our technician will call or text you when they’re on the way.
After assessing the issue, they’ll provide the cost for the service upfront before any work begins.
If you decide to proceed, they can usually start the work right away.
Just a heads-up: we have a $79 visual assessment fee, but we waive it if you decide to have us do the work the same day. Payment is due at the time of service, and we accept Visa debit and all major credit cards.
By the way, if you think of any other plumbing concerns before the plumber arrives or during their visit, don’t hesitate to mention them! Our technicians are happy to answer questions or take a look at anything else while they’re there.
We look forward to serving you and appreciate your business. Thanks for choosing John The Plumber!
One last thing—right now, we’re running a special promotion on sewer camera inspections. Normally $399, you can add it to any plumbing service for just $25. It’s a great way to catch hidden issues early. Would you like to include this service during your appointment?”
Office Team: “The $79 fee is only charged if we drive out there and our services are declined. This just covers the plumbers’ time and gas to come to your house and assess your plumbing issue. Would you like me to book you in?”
Office Team: “I’m sorry, but I’m not a plumber. It’s company policy that the plumbers see the work first so they can give an accurate upfront price. Once he sees the work and what is required, he will be able to tell you the exact price you can expect on the bill. Would you like me to book you in?
If a customer really pushes for a ballpark price:
Office Team: “I really can’t answer that. No two jobs are exactly the same, and I’m not a plumber. Once the plumber shows up, he can tell you exactly what you’ll pay with no surprises on the invoice. Would you like me to book you in?”
Office Team: “We don’t bill by the hour, we bill by the job. Once the plumber sees the work and what’s needed, he’ll provide you with the total upfront price. This price includes the parts, supplies, labour, everything. He’ll give you the price before he begins the work. Would you like me to book you in?”
“So… You don’t have an hourly rate?”
Office Team: “No, we don’t bill by the hour. We do upfront pricing so there are no surprises on the bill. Our upfront price includes everything.”
Office Team: “No. We don’t charge the $79 call-out fee if you hire us. The $79 fee is only charged if we drive out to your house, discuss options and pricing, and you choose not to proceed with our services. While other companies don’t usually waive this call-out fee even if you hire them, we do.”
If the customer is being really difficult about the $79, he’s probably going to be difficult about our prices and paying for the work.
We don’t need to win them all.
However, any reasonable customer will see that our $79 is very inexpensive, so we should have a high success rate without booking the difficult customers.
E.g.
Office Team: “How can I help you?”
Customer: “So, I went outside to water my tulips today… And, now, this house was built in 2002. And, I tried to connect the hose, but, look at that… The water isn’t coming out. And – ”
Office Team: Alright, so we’ve got an issue with your outdoor hose bib. Have you used our services before?
When customers call in, we explain that we will send a plumber to see the work and what is needed. Once he knows what he must do, he can provide the price to complete the job. If the customer approves, he will do the job right then and there for the price discussed. However, if a customer declines, we charge a $79 fee to cover the plumbers time and gas.
I think it’s important to note that our $79 fee is a fraction of what many of our competitors charge (most of them charge $90+), and many (if not all) of our competitors will not waive this fee.
If a customer argues about the fee and we can’t get the booking, that’s okay. However, please note that our call-out fee is very inexpensive. In fact, if we only charge the $79 fee, we still lose money on those jobs (once you account for the labour costs of the travel time, the gas, the wear and tear on the vehicle, and many other factors).
Our system is the fairest I know when dealing with a reputable plumbing company. Don’t feel bad about this fee.
At John The Plumber, we discuss the price of the job before beginning the work.
As such, we don’t use the traditional Parts and Labour pricing, as you only know what the parts and labour cost after the work is complete.
We practice this system as most customers prefer knowing what they will pay beforehand.
However, since jobs and plumbing systems can vary from home to home, and since customers can be mistaken when describing an issue, we must see the work before discussing the price.
If a customer argues for a price over the phone or a “ball-park idea”, simply tell them that you are not a plumber and you don’t know what it will cost – but, you’re happy to get a plumber out there to discuss this with you!
If the customer argues about getting a price over the phone, let them know that this is an industry-standard and it’s how we operate. If they don’t want to use our services, wish them a happy day and good luck!
Conversation ending when there is no promotion:
Office Team: Alright, <customer name>! I have all the information I need. Just to let you know what to expect: our technician will call or text you when he’s on the way. Once he’s had a chance to assess the issue, he’ll give you the cost for the service upfront before he does any work at all. If you want him to go ahead with the work, he’ll typically be able to get started right away. We do have a $79 visual assessment, BUT we waive that if you have us do the work. Payment is due at the time of service and we accept Visa debit and all major credit cards. We look forward to serving you and we appreciate your business. Thanks for choosing John The Plumber!
Office Team:
Alright, ! I have all the information I need. Just to let you know what to expect: our technician will call or text you when he’s on the way. Once he’s had a chance to assess the issue, he’ll give you the cost for the service upfront before he does any work at all. If you want him to go ahead with the work, he’ll typically be able to get started right away. We do have a $79 visual assessment, BUT we waive that if you have us do the work.
As a returning customer, you’re automatically enrolled in our Loyalty Rewards Program, which gives you a 10% discount on service calls. Payment is due at the time of service and we accept Visa debit and all major credit cards. We look forward to serving you again and we appreciate your continued business. Thanks for choosing John The Plumber!
Please be advised that the information provided may be subject to change.