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Who wants to make some ca-ca-cash???
Tell you what!
If you sell an electric water heater over the phone, once the invoice is paid… You get $25!
Let’s go!
*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: “Thank you for calling John The Plumber. My name is <Jake>, how can I help you?”
Customer: “Hey, I have no hot water at home.”
Other Symptoms of a Water Heater Issue:
No hot water
Water heater is leaking
Rusty water
Rumbilng or strange noises
Water takes too long to reheat
Inconsistent water temperature
The bottom of my tank is rusted
Water smells or tastes bad.
Water pressure issues
Age of the water heater
For More Detailed Information Regarding The Above Symptoms, Click Here!
Office Team: “I understand that must be inconvenient for you. We can definitely help you with that. I want to confirm that you live in Ottawa?”
Customer: “Yup.”
Office Team: May I ask if your water heater is gas or electric?
Customer: “It’s electric.”
If it’s gas, transfer to gas department.
Office Team: Thank you. May I ask how old your water heater is?
Customer: “It’s around ten years old.”
(Anything five years old or over, proceed with the script below.)
(If it’s 4 years or less, schedule a repair).
Office Team: “Thank you for that information. Based on what you’ve described, it does sound like a water heater issue. We can certainly help with that. For your situation, we recommend our 40-gallon electric water heater. It’s priced at $1,500, which includes installation, provided there’s good access to the installation area. Our customers have found this option to be very reliable and cost-effective.”
Customer: <Asks questions or expresses interest/concerns>.
For a list of questions and answers, click here or scroll down this page!
Office Team: “[Answers customer’s questions, e.g., brand, warranty, efficiency]. Just so you know, while tankless water heaters have their benefits, they can pose issues with parts availability, sometimes leading to longer wait times for repairs. We’ve found that for most homeowners, especially those not planning to stay in their current home for over 10 years, a traditional electric water heater like the one we offer is a more practical choice.”
Customer: “[More questions or decision to proceed].”
Office Team: “Great, I can schedule an appointment for you. Before that, could I just get some details from you? [Proceeds to collect necessary information].”
Office Team: “Thank you for that information. To summarize, we’ll be sending a technician to [address] today between [time slot] to address your [specific issue], and we’ll be prepared to discuss the installation of a new 40-gallon electric water heater. We can be reached at [phone number] and will send the invoice to [email]. Does everything sound correct to you?”
Customer: “Yes, that’s right.”
Office Team: “Perfect! We look forward to helping you. Thank you for choosing John The Plumber. Have a wonderful day, and we’ll see you between [time slot]!”
Oftentimes, less is more. Remember that we’re not plumbers and we shouldn’t need to dive too deep… But this information might occasionally be useful knowledge.
No Hot Water: The most obvious sign of a water heater issue. This could be due to a failed heating element or other issues.
Water Heater is Leaking: Leakage around the water heater, especially near the base, is a clear sign of a problem.
Rusty Water: If the hot water coming out is rusty, it might indicate corrosion inside the tank.
Rumbling or Strange Noises: Sediment buildup in the tank can cause rumbling noises when the water heater is heating up.
Water Takes Too Long to Reheat: If the water heater is taking longer than usual to heat the water, it might be a sign of a failing heating element or thermostat.
Inconsistent Water Temperature: Fluctuations in water temperature can be due to a malfunctioning thermostat or other mechanical issues.
The Bottom of My Tank is Rusted: Rust at the bottom of the tank suggests internal corrosion, which is a serious issue.
Water Smells or Tastes Bad: If there’s a metallic taste or smell to the hot water, it could be due to corrosion or bacteria inside the tank.
Water Pressure Issues: Low water pressure when using hot water might indicate a problem with the water heater.
Age of the Water Heater: If a customer mentions that their water heater is old (typically over 10 years), it might be time for a replacement.
I don’t think we’ll really need these… But, just in case…
How old is your tank? (Here’s the thing ma’am, I don’t want to sell you a $500 repair on a nine-year-old tank when you should likely just replace it. Warranties are seven years long, but this is the most reliable appliance in your home and will likely last 15 to 20 years).
How old is your water heater? Knowing the age can help assess if it’s time for a replacement.
What type of water heater do you currently have? (Electric, gas, tankless, etc.) This helps in suggesting the right kind of replacement or repair.
Are you experiencing any leaks around the water heater? This can indicate the severity of the issue.
Have you noticed any unusual noises coming from the tank? Sounds like rumbling or popping could suggest sediment buildup.
Is the water temperature consistent? Fluctuating temperatures can point to specific problems.
How quickly does the water heat up? Slow heating can indicate a failing element or thermostat.
Is there any discoloration or strange smell in your hot water? This could signify rust or bacteria within the tank.
Have you had any recent repairs or maintenance done on your water heater? Previous repairs can provide clues about current issues.
What size is your current water heater? Understanding their current capacity helps in recommending a suitable replacement.
How many people are in your household? This helps determine the demand and the appropriate size for a new water heater.
Are you planning to stay in your home for more than 10 years? This is crucial for discussing the cost-effectiveness of different types of water heaters.
Have you considered upgrading to a more energy-efficient model? This can open up a conversation about the benefits of newer models.
Is there good access to your water heater? This helps in estimating the ease of installation and potential additional costs.
You don’t have to say this stuff verbatim. In fact, you probably shouldn’t. But I just wanted to prepare you guys with an idea of some questions you may be asked and how you might consider responding.
“Which brand of water heater do you install?”
“We select water heaters based on quality and value, ensuring only reliable and efficient models for our customers. While brands may vary, our focus is on providing top-quality products backed by a strong warranty for your peace of mind.”
“How much will the installation cost?”
“We offer competitive, flat-rate pricing for our installations. This comprehensive cost includes the water heater unit, installation services, transportation, and our warranty coverage. This way, you have a clear, straightforward price without any hidden fees.”
“Do you offer any warranties or guarantees?”
“Absolutely! Each hot water tank we install comes with a stellar manufacturer’s warranty for your assurance. Additionally, at John The Plumber, we provide a 2-year service warranty. This means you get not only the product reliability but also our commitment to quality service for a worry-free experience.”
“How long will the installation take?”
“Typically, the installation of a hot water tank takes about 2 to 4 hours. However, the exact time can vary depending on the specifics of the job and the setup in your home. Rest assured, our skilled technicians work efficiently to ensure a swift and thorough installation with minimal disruption to your day.”
“Do you dispose of the old water heater?”
“Yes, we do. When we install your new water heater, our team will responsibly remove and dispose of your old unit. This is part of our commitment to providing you with a complete, hassle-free service.”
“Are your technicians licensed and insured?”
“Rest assured, John The Plumber is a fully-licensed and insured plumbing company. We’re one of the few local plumbing companies that have both licensed plumbers and gas technicians on the team.”
“What size water heater do I need for my home?”
“The right size depends on your household’s hot water usage. As a general rule, a 40-gallon water heater is suitable for a family of up to four, providing enough hot water for daily use. If you have a larger household or higher water usage, a 60-gallon or larger unit might be more appropriate. We can help determine the best size for you based on your specific needs.”
If a customer asks about different sizes, you could always ask…
“Do you have a 40-gallon hot water tank now? Did that work? If so, I’d stay with that. Otherwise, you can upgrade to a 60-gallon for $450 more.”
“What are the energy efficiency ratings of the water heaters you offer?”
“The water heaters we install are selected for their high energy efficiency ratings. While the specific ratings can vary depending on the model and size, we ensure that all units meet or exceed industry standards for energy efficiency. This means you’ll not only enjoy a reliable hot water supply but also benefit from lower energy consumption, which can lead to savings on your utility bills. We can provide detailed efficiency information for any specific model you’re interested in.”
“How long will a new water heater last?”
“Typically, a new water heater can last anywhere from 8 to 12 years, depending on the model and maintenance. We ensure that the water heaters we install are of high quality and durability. Regular maintenance can also play a significant role in extending the lifespan of your water heater. We’re here to provide any guidance or services you might need to keep your water heater in top condition for as long as possible.”
“Do you offer any financing or payment plans?“
“While we don’t have fixed payment arrangements, we understand the importance of having hot water in your home. We’re committed to working with our customers on a case-by-case basis to create payment arrangements that meet their needs. Our goal is to ensure that you have access to the services you need in a way that is financially manageable for you.”
“Is there any maintenance required after installation?“
“Yes, to ensure the longevity and efficiency of your water heater, regular maintenance is recommended. This typically includes periodic checks for any leaks or corrosion, flushing the tank to remove sediment buildup, and inspecting the anode rod, which helps prevent rust. We offer guidance and services to help you with maintenance, ensuring your water heater remains in optimal condition. Regular maintenance not only extends the life of your unit but can also help maintain its energy efficiency.”
“Customer is aware the price of the hot water tank is $1500 but the valve and mixing valve is not included and up to you to sell.”
Please be advised that the information provided may be subject to change.