How to ETHICALLY Get More Plumbing Sales TODAY!
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- Опубликовано: 7 июн 2024
- One of the best ways to climb up the ladder at your plumbing company is to be great producer! In this video I'm going to tell you how to ETHICALLY get more sales in your plumbing company and prove your worth to your boss.
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Thanks for watching! I'm Roger Wakefield, LEED AP, The Expert Plumber and welcome to my channel. On this channel I teach homeowners how to save money on their plumbing by doing DIY plumbing projects. I also teach plumbers and plumbing company owners how to be the best plumbers in their area and run successful plumbing businesses. My goal is teach you everything you need to know about plumbing.
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What're some sales tactics you use?
Hi Rog
Hey Roger! I am a service plumber, and the things you outlined here are very inline with how I approach each of my new customers. One thing I do that is highly unusual but seems to always land the job is whenever a customer has a piano in their house I ask if it would be alright if I played it, most of the time they haven't heard someone play it in a long time and tell me afterwards to come back anytime to play it again! Also, I just picked up some of your merch, and I'm very excited for its arrival! Cool stuff!
I always try to present three options:
- cheap (but not recommended)
-standard price
-expensive (but the best options for many years)
I do a lot of things just like you do, but in my country most customers want 'professionals' who change the water. Installation and pebble tiles - it sucks. I only do plumbing stuff because I can do it very well. In this situation, a good question is: "Do you want the gas installation to be done by a tiler?" most of the time the answer is no, so why do you want a plumber to tile you? Big regards Roger, you are doing a great job.
We ask permission to do a whole home evaluation on every call and try to earn the right to present options based off the problems they have and lifestyle question and age and conditions of there plumbing. And if there is a crawl space always go give it a look-see
I like to listen to what the customer has to say.The people who use me ,80% of them have a
Pretty good idea of what they want or need and I just try to steer them in the right direction as to what lasts or is a good product.
Ive been a plumber for 16 years and this is exactly how i am to every customer but also its my character period. One tip i can give is just loosen up and be yourself with each customer they will feel that vibe your being really who you are an you’ll win the trust quickly and become the plumber they ONLY call back every time 👍
Roger I wish you were closer so I could be in this video. Plumbing sales is my specialty! Doesn't matter the situation. I turn main line blockages into sewer replacements, sink leaks into new prvs and water heaters! You've got to give them multiple options, do inspections, point out problems and if you can offer financing. People don't buy a $45k f150, they buy $500/month. It's a lot easier to get the big jobs when you tell them $56/month vs $5600! You've got to give the customer value and then make the deals work for the customer.
Hey @charlesking4843 I would love to pick your brain! I’m entering plumbing sales and want to provide solutions with a creative mindset. Would love if we could connect!
Can you imagine what it would be like to have a beer with this gentleman and listen to his plumbing experience, throughout the years? He's like a Jedi master plumber. One of the elites. So much knowledge.
I’ve spent 2000+ hours editing Roger’s Videos and I completely Agree with you! He is without a doubt the greatest Jedi Master Plumber in the Galaxy! I think I’ve developed an even thicker Texan Accent because of it🤣
I've been a plumber for a year. I've had the pleasure of working with a nextstar company. This is how I was trained to treat every customer.
Nextard….psychologically ripping customers off by using or not using certain key words to mindfk them into choosing the most expensive option.
@@Red_Twizzler I give customers 2 choices. Either band aid the situation or do it right
@@otisbigsby hahaha! Funny guy
Plumbing sales is all about educating your customer, giving them all their options, and helping them to choose the option that best fits their needs and wants. It’s their home and their decision. As soon as you leave an option off the table then you are choosing for them. Repair vs replace is a perfect example. If you don’t give them both options then you’ve made the choice for them.
It's our obligation to educate our customers on what we as professionals recommend will benefit them the most.
Not a plumber but a appliance and refrigeration specialist. Love your channel it has some good lessons for all service techs and trades. Always tell the truth, always stand behind our repairs and always give options has always been what we stand behind. Keep up the great videos!
You have no idea how much I needed this video. Thank you Roger!
Actually you are trying to sell them. As selling is really about service. It is our duty as ethical, sincere service providers to help our clients choose our services knowing we are going to provide our best service and ensure that they are taken care of. I totally agree with your last statement.
In Germany if I am called to a pretty old System I usually reason with the Customers wish to save money, an Old heater even if in working condition is inefficient, a newer one would save them money in the Long term, or if they are really not interested than we offer something called a Service Contract, that means once a year our office contacts the customer to schedule an appointment for maintenance on the heater. Never use "It's old" as a "sales pitch" if it is in working condition, "old" won't work, go with efficiency and give the customer food for thought, make them seriously consider it.
Explaining things to a Customer is always a tricky one, I personally am quite good at explaining things but I can see it as quite a challenge to some to not make the customer unintentionally look stupid.
Hey Roger! I’m a plumber of 4+ years here in Florida! We are all trained in customer service with a company called Nexstar! I highly recommend you look into this!! They change your mindset with not only the trades but life in general. They have a 6 step process for you to follow. I seem to thrive with customer relations and just being honest and friendly decent human being has always worked for me.
I really enjoy your videos thanks Rodger for taking the time I always listen to your advice I am a owner/operator of a plumbing company in Nova Scotia Canada 🇨🇦
Rodger. You the man.
Thanks for the nice videos
Hi Roger. Love your videos! Thanks for this one. My personal approach is very similar, try to make the best possible first impression. Also, I worked for a company that almost exclusively did water heaters for a couple years, so I have a lot more knowledge about them than the average plumber, as a result, I put in more water heaters. I find that having expertise is a great sales booster. Also, I truly love my profession and care about my customers, so when that shines through to people, they are more likely to want to use our services.
#2 is on point Roger. We like to think of ourselves like Doctors. What is the best options given their symptoms! Another great video Roger! Thanks for the tips
I've done plumbing for over 5 years now. 3 as a service tech and 2 as a commercial plumber. I don't sell I see it as what do I need to fix so you won't struggle or suffer. Also explaining to.the customer what you're doing and why so they understand the problem is by far the best way for them to let you do your job and pay the asking price.
This is great advice
I’m a plumber. I love how you said we’re not salesmen. We’re professionals. Love it. I have to deal with sales at my company and I dont care to push anything unless it is a serious issue.ill acknowledge it to the customer. If they wanna fix cool. If not it’s all good.
Does your company push you to sell?. If so is that a normal practice in the plumbing trade?. I want to become a plumber but I don’t want to be a salesman other than perhaps recommending things someone might need.
Freedom Guy I make commission so it’s worth it for me to sale more but I won’t push. Idc to push. You don’t want it idc. You don’t like the price call the next guy.
This is a great video, thanks for all the tips,,
Great pointers Mr Roger.
This can also apply ( I feel ) to any service job. Whether it be automotive, landscape etc.
Another solid video. Thank you Roger. I think just having good character in general is the most important. The customers can see it, your boss can, other coworkers. But everything you listed is really…doing your best, working hard and being up front! Keep them coming Roger. Thanks again.
Absolutely
Thanks Roger
Youre awesome sir
I use the word preventative maintenance putting valve grease on shower valves, kitchen sink faucets cleaning pop ups on lavatories running the K45 down over flows check there Garden hose gasket. Little stuff like that to finish up the full hour so they feel they got a bang for there buck.
awesome videos Roger! Where are you getting this B footage from? And what are you editing with?
As plumbing apprentice who takes business courses to help learn things to help me open my own plumbing and heating business one day, I've been astonished that I've only met 2 plumbers who cared about generating sales. All the others said they were plumbers, not salesmen. I've been taught that apprentices should keep their mouth shut and ears/eyes open. I, however, like to ask a lot of questions and talk, and would argue to these plumbers that when they do side jobs it's a result of them selling themselves, so they were in fact salesmen. Some would ponder this for a moment, but all would ultimately dismiss the words of this lowly plumber. I guess they don't have their own successful businesses for a reason. Sales is al about identifying needs and wants of a customer and getting them to see and agree to the value it brings them, as it may have done for others. "So what?" and "Says who?".
Im the top "sales" plumber in my area its a natural gift of people skills I have and clear communication and the ability to LISTEN goes a long way here is a great tip for water heaters .. explain like Roger said about the age and expectations of life and then say " my advice as your plumber is to save up if needed and replace this unit on YOUR time not on its time because ITS time will be the worst time and can cause unnecessary damage Im letting you know now the days are numbered being proactive with 50 gallons of Hotwater is much better cleaner and safer than being reactive" wait for a visual or audible response then say "how about I build up some options and let you see the numbers" ... ill save my tankless spill it hits everytime too
Give options and make recommendations. "Yes ma'am I can open your drain to allow you to use the facilities again, although replacing the drain is a better option for a little more than double the cost of cleaning the drain today.
Is it common in texas to see water heaters in an attic? I live in Michigan and have never seen anything but vents in an attic
had my 12-yr old water heater replaced by a big outfit in my area (DC/MD/VA), they were professional- until the unit had to get inspected by the county and failed for a half dozen reasons
They came back and complained about the inspector and didn't want to fix the problems (even though it was leaking gas for one thing). They tried HARD to up-sell me a hvac UV filter retrofit, an ac cover and other things by just saying "oh this is bad, you need that".
Upselling, and moaning about having to fix their problems, and leaving in the middle of the job to 'pick up parts' and come back 4hrs later. I'll only recommend to people that they NEVER go near that HVAC/plumbing company.
I just want the work to get done, and correctly the first time- that will keep me coming back.
michael & Son... lol
Well what was the name of the company
I usually run it fix it an run out cause the office put 14 service calls in my calander and i dont have time to inspect and talk lol.
Wish i did though
Roger Wakefield some of what you have mentioned sounds like things you will learn with the nexstar program. Helps those who can utilize it become better at doing their jobs as service techs.
Any relation to cushman and Wakefield? My dad used to work with them
Roger Wakefield how do you feel about tattoos and facial hair? I'm in light commercial but plan on starting a residential company eventually.
Hey Roger I live in Austin Texas and I’m really interested in becoming a plumber but I’m just worried it would be too difficult for me to learn and understand. Maybe I’m just doubting myself idk.
You are. If you can string a coherent sentence together you can be a plumber. Google is your best friend. Also, being an apprentice. You could hang out with a plumber for a few months. Remember it's okay not to know what's wrong. NEVER be afraid to say I don't know. Honesty is an important tool.
Uhaul Customer Service Rep here: generally when someone comes in the door, they know generally what they want. Be it boxes or a box truck, it’s generally on me to show them what EXACTLY they would want in terms of efficiency vs cost-effectiveness. The biggest thing we offer is our buy-back policy on the boxes, where we buy any box sold by Uhaul from anywhere, provided they have a receipt and the boxes haven’t been used. If anyone is packing any generous amount of stuff, I recommend getting a bundle (25-15 boxes depending on size) and just returning what they don’t use. Customer feels like they saved money, when in reality they don’t return the boxes most times just because it’s not worth their time or gas money (in the advent there aren’t many boxes left to return.) in the end, Uhaul makes its money by selling mass amounts of boxes while the customer feels like they saved money, creating a mutually beneficial sense of companionship between Uhaul as a company and the customer
When I meet with a customer.
I start by selling them my trust and knowledge, than I recommend that they have what ever it is that’s bad to be replaced. Then I sell the value of that item. While doing this I evaluate the customers interest. While going through all these steps I already know how much to
charge them and I already text the office my parts list after customer signs the authorization agreement. Before you know it the job is more than half way completed. While filling out completion form I notify the office to send me the next call.
You got over 60k subs. Your clock thing in the back needs to change again.
Love the videos. I can here because you remind me of my Idol...Mario...
We aren't salesmen. We aren't giving them something our customers don't need. They called us for a reason, we're just providing solutions to the issues they have. Our job is to explain what will benefit them best, personally and financially.
I was writing that as I listened to the video and realized what I've known and have done exactly the things you're talking about for years.
It sounds like you read “how to win friends and influence people” ;)
The best tactic I’ve found is to get the customer to say yes at least 4 times before even getting to the issue. It all starts with the knock on the door
Word
Check water pressure!
Quick question… If I'm there for the garbage disposal, why would I even be in the attic?
You're there for a garbage disposal...but it wouldn't hurt to ask the homeowner if they are okay if you do a 360 inspection making sure they don't have any other problems in their house...it's providing that extra level of customer service
Before someone says I’m a negative Nancy, I’m not. Just commenting, so please don’t mistake my digital tone. But when I look at a P&L the top line says Income. Where does income come from? Sales. Sales is not a bad word. I feel like everything in this video is valid but I feel that it was down playing sales. Technicians need to get more comfortable in sales by offering a lot of options. But sales is truly where it’s at.
We have to remove the stigma of “Sales”. Not all selling technicians are pushy car salesman. Salesman can take care of their customers.
My two cents. :)
“ ethically” lol
It makes me cringe when someone calls it sales. Just makes me think of that stereotypical scam artist plumber...and there is a reason it is the stereotype. With that said, my goal is to beat the stereotype. Look and act professional, take the extra time to make that perfect bead of caulk, or index all your screws. Best tactic I have found to develop lasting customers. Tell them the truth. Even if it isnt the nicest. If their old stuff isnt worth patching...let them know. Dont be insulting, but tell them the truth.
In my experience, less is more, too much info almost always leads to a no, explain in basic english and then shut up and let them decide
Lol 20 year old water heater in middle Tennessee is a myth
Water so hard it’s a shower full of rocks
Sounds like someone just got some “sales software” for their company. If your plumber pulls out an iPad before he pulls out his tools, kick him out of your house. He’s a salesman and WILL rip you off.
Nah bruh. Once you do this long enough you'll realize If you go in with a tool bag the customer will try to pressure you to do stuff for free
Bro what you look like has nothing to do with your ability to do your job. I could take some rando off the street and put him in a uniform and brand new van, that mean they know shit.