Selling a great product or service is only half the battle. The real differentiator and long term growth engine is the importance of customer service.
When you prioritize outstanding customer service, you do more than solve problems. You create a positive, memorable experience at every touchpoint. That experience builds trust and loyalty, making customers far more likely to return and recommend your business. On the flip side, ignoring the importance of customer service can quickly erode confidence. In fact, 54% of millennials say they’ve stopped supporting a business after a bad service interaction or experience.
No matter your industry, investing in the importance of customer service means investing in your customers’ overall satisfaction, and that’s exactly why it matters.
Why is Excellent Customer Service So Important in the Plumbing Industry?
Added Value to Products and Services
As mentioned above, a great product or service will only take you so far. When you add excellent customer service, the value of your offering immediately increases.
Added value can also lead to higher revenue. For example, excellent customer service can justify a higher cost of a plumbing repair, as many will pay more for the same product or service when accompanied by excellent customer service.
Increased Client Retention
Keeping a valued client is always more cost-effective than getting a new one. Providing excellent customer service is an effective way to retain clients and have them continue to purchase your products and services. Plus, every client who decides to do business with you is one less client who leaves and does business with your competition.
Positive Reviews and Brand Image
If a client is unhappy with their customer service experience, what is one of the first things they do? Write a negative Facebook status tagging your business, write a one-star Yelp review for all to see, or a blog post ranking for your business on Google.
However, these situations can be avoided by turning negative reviews and posts into positive ones by offering excellent customer service. For example, if you receive a one-star review, follow up with the client to help make it a five-star review.
Boosts Employee Morale and Reduces Turnover
Providing your staff with the right tools and training to resolve client issues will help boost your morale and decrease turnover. Employees don’t want to work for a plumbing business with a poor reputation or be regularly flooded with criticism and negative reviews.
Positive Reputation
Positive customer experiences lead to a positive reputation and a happy workforce. It motivates employees to be more productive and provide even better customer service. Your business then becomes synonymous with positive customer experiences, increasing its value.
Builds Trust and Loyalty
Excellent customer service is crucial to keep clients loyal in a world that makes it easy to switch brands. Recent research found that 70% of customers would spend an average of 13% more if a business provided exceptional service. Why? Because customer experience is a crucial factor influencing buying decisions, leading to brand loyalty and profitability.
When clients are happier with their experience with your business, it improves your chances of repeat business and makes them more likely to recommend you to others.
Encourages Word-of-Mouth Marketing
One of the most effective forms of advertising is positive word-of-mouth marketing, often resulting from excellent customer service. Clients satisfied with your service are likely to recommend you to their friends and families, resulting in increased sales and profit.
Word-of-mouth marketing is win-win for all. It’s free, helps you gain new customers, and makes your clients feel good about recommending your product or service to others.
Your Local Plumbing Experts
A locally-owned and -operated plumbing company, Maxwell’s Plumbing and Drain LLC strives to exceed expectations by ensuring all our plumbing work is completed to the highest standards while providing exemplary customer service. Our goal is to create lasting relationships with each of our clients.
To learn more about our services or to schedule an appointment, visit our website or call 706-829-7606. We look forward to serving you!
