{"id":817,"date":"2021-04-27T00:00:00","date_gmt":"2021-04-26T23:00:00","guid":{"rendered":"https:\/\/www.commusoft.com\/ensure-customer-satisfaction-plumbing\/"},"modified":"2025-12-15T03:43:37","modified_gmt":"2025-12-15T09:43:37","slug":"improve-customer-satisfaction-with-commusoft","status":"publish","type":"post","link":"https:\/\/www.commusoft.com\/en-us\/blog\/improve-customer-satisfaction-with-commusoft\/","title":{"rendered":"How Your Plumbing Business Can Ensure Customer Satisfaction"},"content":{"rendered":"\n<p class=\"has-medium-font-size\"><span style=\"font-weight: 400;\"><strong><em>Being able to ensure customer satisfaction is one of the biggest drivers for successful businesses.<\/em><\/strong><\/span><\/p>\n\n\n\n<p class=\"has-medium-font-size\"><strong><em>Ensuring high customer satisfaction is essential for achieving long term success and helps build a strong reputation that encourages repeat business.<\/em><\/strong><\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p>As any plumbing business owner is sure to know, satisfying customers is rarely as easy as doing a great job. That\u2019s what customers expect and pay you for, after all.<\/p>\n\n\n\n<p>\u201cGood\u201d isn\u2019t enough: you have to go above and beyond to stand out.<\/p>\n\n\n\n<p>But how?<\/p>\n\n\n\n<p>That\u2019s exactly what we\u2019re going to cover today.<\/p>\n\n\n\n<p>Let\u2019s get started by looking at why you want to ensure customer satisfaction\u2026<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<!--HubSpot Call-to-Action Code --><span class=\"hs-cta-wrapper\" id=\"hs-cta-wrapper-4ade45da-bbe0-43ff-aa56-f6cb54d05dc1\"><span class=\"hs-cta-node hs-cta-4ade45da-bbe0-43ff-aa56-f6cb54d05dc1\" id=\"hs-cta-4ade45da-bbe0-43ff-aa56-f6cb54d05dc1\"><!--[if lte IE 8]><div id=\"hs-cta-ie-element\"><\/div><![endif]--><a href=\"https:\/\/cta-redirect.hubspot.com\/cta\/redirect\/530619\/4ade45da-bbe0-43ff-aa56-f6cb54d05dc1\" ><img decoding=\"async\" class=\"hs-cta-img\" id=\"hs-cta-img-4ade45da-bbe0-43ff-aa56-f6cb54d05dc1\" style=\"border-width:0px;\" src=\"https:\/\/no-cache.hubspot.com\/cta\/default\/530619\/4ade45da-bbe0-43ff-aa56-f6cb54d05dc1.png\"  alt=\"subscribe to the commusoft newsletter\"\/><\/a><\/span><script charset=\"utf-8\" src=\"https:\/\/js.hscta.net\/cta\/current.js\"><\/script><script type=\"text\/javascript\"> hbspt.cta.load(530619, '4ade45da-bbe0-43ff-aa56-f6cb54d05dc1', {\"useNewLoader\":\"true\",\"region\":\"na1\"}); <\/script><\/span><!-- end HubSpot Call-to-Action Code -->\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Why You Should Want to Ensure Customer Satisfaction&nbsp;<\/strong><\/h2>\n\n\n\n<p>For a plumbing business, it might seem like there\u2019s an easy answer: to make more money.<\/p>\n\n\n\n<p>Making a profit is a great goal, but if money is the only thing driving you, it\u2019s very easy to fall into traps that actually cost you money.<\/p>\n\n\n\n<p>Instead, focus on positive customer satisfaction: this leads to better business outcomes, such as increased customer loyalty, more revenue, and a stronger reputation.<\/p>\n\n\n\n<p>From a business point of view, <a href=\"https:\/\/www.ted.com\/talks\/simon_sinek_how_great_leaders_inspire_action\/transcript?language=en#:~:text=to%20be%20first.-,People%20don't%20buy%20what%20you%20do%3B%20they%20buy%20why,simply%20proves%20what%20you%20believe.\">Simon Sinek<\/a> said it best:<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><em>People don\u2019t buy what you do, they buy why you do it.<\/em><\/p>\n<\/blockquote>\n\n\n\n<p>What does this mean? Well, people can get emotionally attached to the choices they make, especially when these choices are attached to an important place, like their home.<\/p>\n\n\n\n<p>If a customer is to let you carry out work in their home, they need to trust you. That means getting them invested in choosing your business, giving them confidence in your services and, hopefully, building a long-lasting relationship.<\/p>\n\n\n\n<p>When thinking about \u201cwhy they should choose you\u201d, it helps to consider the answer you\u2019d give a customer. Saying it\u2019s all about the money won\u2019t work very well here.<\/p>\n\n\n\n<p>Instead, give customers a good reason, like the ones below:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Reasons Why Customers Might Choose Your Plumbing Business<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>You\u2019re a family-owned company, who delivers a personalized service: we treat every single customer like they\u2019re part of the family.<\/li>\n\n\n\n<li>You\u2019re the company that can deliver convenience and peace of mind, you use digital alerts and notifications that keep them in the loop, so they always know what\u2019s going on.<\/li>\n\n\n\n<li>We have high-skilled engineers who go through regular training; they know their stuff, train hard, and take pride in their work.<\/li>\n<\/ul>\n\n\n\n<p>As you can see, you\u2019re not simply going for price. It\u2019s about appealing to emotional triggers: a personalized service, awareness, quality: customers are far likely to focus on these traits.<\/p>\n\n\n\n<p>Of course, you\u2019ll need to deliver, but if your actions align with your words, then you\u2019ll succeed.<\/p>\n\n\n\n<p>The perceived value of your services plays a major role in a customer\u2019s decision to choose you over competitors, as they weigh the benefits and overall experience against the price.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"2-how-do-you-ensure-customer-satisfaction-by-analyzing-their-customer-journeys\">How Do You Ensure Customer Satisfaction?<\/h2>\n\n\n\n<p>It all starts by creating a great customer journey.<\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">If you can identify every step that a customer takes with you, you can take time to ensure every interaction is a great one. From booking a job, having a technician visit, to even paying for your services: every step should be as smooth as possible. <\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">One of the reason Amazon is so successful is because their 1-Click-Buy is a perfectly seamless buying experience. While it&#8217;s not that easy to adapt it to the <a href=\"https:\/\/www.commusoft.com\/en-us\/industries\/field-service-management-software\">field service business<\/a> model, you can still take your cue from the best around!&nbsp;&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">More often than not, you\u2019ll be surprised by what a customer highlights as less than ideal service. <\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">If you spend even a couple of hours looking at plumbing company reviews in general, you\u2019ll see that mentions of high prices and poor workmanship pale in comparison with complaints about tardy technicians, unresponsive admin teams, or lack of openness to feedback.&nbsp;<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Why The Customer Journey Matters<\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">Think of it like this. Customers expect to:<\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span style=\"font-weight: 400;\">Work with a company who communicates well<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Interact with businesses who they can trust<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Feel as though a business has their best interests at heart<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Trust that feedback will be taken seriously<\/span><\/li>\n<\/ul>\n\n\n\n<p>Expectations are high these days, and that\u2019s because great customer service has become synonymous with any service. Disruptors like Amazon and Uber raised the standard everywhere.<\/p>\n\n\n\n<p>They didn\u2019t upgrade or invent a particular product or service, instead, they made every customer journey easy with an organised <a href=\"https:\/\/www.commusoft.com\/en-us\/features\/customer-database-software\/\">customer database<\/a>, emphasized convenience, and met demand everywhere.<\/p>\n\n\n\n<p>These days it means every service business needs to provide an excellent customer journey experience. If you don\u2019t, customers will go elsewhere.<\/p>\n\n\n\n<p>For instance, the <a href=\"https:\/\/thecxlead.com\/topics\/importance-of-customer-experience\/\">CX Lead<\/a> reports that:<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><em>74% of consumers will ditch a brand if they find the purchasing process to be too complicated.<\/em><\/p>\n<\/blockquote>\n\n\n\n<p>Great customer journeys include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span style=\"font-weight: 400;\">Smart booking processes,<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Easy payments, <\/span><\/li>\n\n\n\n<li>R<span style=\"font-weight: 400;\">esponsive customer service, and more, <\/span><\/li>\n<\/ul>\n\n\n\n<p><span style=\"font-weight: 400;\">Many of these no longer require human interaction, meaning control is in the customer&#8217;s hands, giving them access 24\/7 to the services and information they need.<\/span><\/p>\n\n\n\n<p>However, by paying attention to the finer details and addressing the basic needs of your customers, you can encourage them to stay.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Customer Satisfaction at Commusoft<\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">At Commusoft, we refer to these touch points as &#8220;customer journeys&#8221;.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">We\u2019ve seen that businesses who take care of these journeys find great success, who have improved their <a href=\"https:\/\/www.commusoft.com\/en-us\/resources\/customer-communication-toolkit\">customer satisfaction<\/a> with our services. This is thanks to things like: <\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span style=\"font-weight: 400;\">Payment portals <\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Booking confirmations<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Automatic invoices <\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Improved contact options<\/span><\/li>\n<\/ul>\n\n\n\n<p><span style=\"font-weight: 400;\">Just check out the graphic below for some notable stats we&#8217;ve heard from Commusoft users:<\/span><\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter is-resized is-style-default\"><img decoding=\"async\" src=\"https:\/\/www.commusoft.com\/wp-content\/uploads\/2025\/10\/Reasons-to-prioritise-customer-journeys_infographic-US.jpg\" alt=\"statistics about customer journey that help ensure customer satisfaction\" class=\"wp-image-12280\" style=\"width:742px;height:auto\" title=\"Reasons to prioritise customer journeys_infographic-US\"\/><\/figure>\n\n\n\n<p>Applying this framework will allow you to identify where weak points may exist in your business and even how you might unintentionally be chasing customers away.<\/p>\n\n\n\n<p>If you find friction, then it\u2019s time to smooth it away!<\/p>\n\n\n\n<p>Whether you do this by implementing a 24\/7 online booking through a <a href=\"https:\/\/www.commusoft.com\/en-us\/features\/customer-portal\">customer portal<\/a> or allowing people to pay on the spot when a tech visits their home.<\/p>\n\n\n\n<p>The point? Make it easy for customers to complete their buying journey with you.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"3-how-do-you-measure-customer-satisfaction-in-your-plumbing-business\">How Do You Measure Customer Satisfaction?<\/h2>\n\n\n\n<p>To ensure customer satisfaction, you need to listen to the Voice of the Customer (VoC).<\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">This is a process where businesses compile everything customers say about them, from reviews to social media mentions, to suggestion forums. <\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Then they take this information, compare it with what they\u2019re currently offering, and reduce the gap between expectations and actual experience.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">The first step in your VoC strategy is to know where to listen. <\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">There are a number of places you can go, including:<\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span style=\"font-weight: 400;\">Review sites<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Social media channels<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Net promoter score<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Interviews &amp; focus groups<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">On-site feedback forms<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Calling customers to discuss their experience<\/span><\/li>\n<\/ul>\n\n\n\n<p><span style=\"font-weight: 400;\">After gathering your data from any of the channels above, you need to set a benchmark in order to measure precisely how satisfied customers are with your plumbing business.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Whether it\u2019s always staying above 4.5\/5 stars in reviews, or calculating a net promoter score, it\u2019s a good idea to base this on a metric you can quantify and assign a number to. <\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">This will make it easier to track success in the future and act as an alarm bell in case you\u2019re falling behind on customer satisfaction.&nbsp;<\/span><\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"section4\">Give Staff the Tools to Go Above and Beyond for Customers<\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">When it comes to ensuring satisfaction, you want your staff to be in the best position possible to interact with customers. <\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Interactions may be going increasingly digital, but face-to-face will always play a big role in field service work, and your employees\u2019 soft skills are a major player in ensuring quality is consistent.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Whether they\u2019re working online at home, <a href=\"https:\/\/www.commusoft.com\/en-us\/field-service-mobile-app\">out in the field<\/a>, or in the office, everyone in your business should know the best way to get their respective jobs done on time. <\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">This is where your management software comes into its own:<\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span style=\"font-weight: 400;\">Removing repetitive tasks from your admin\u2019s day<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">A database of loyal customers&nbsp;<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Contract software that prevents SLA breaches&nbsp;<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Mobile devices to helps techs on field not burden them with admin<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Automated service reminders<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Automated invoices &amp; quick payments&nbsp;<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Make gathering data easy with customizable forms<\/span><\/li>\n<\/ul>\n\n\n\n<p><span style=\"font-weight: 400;\">And these barely scratch the surface of what good software can do for your employees and your business. <\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/www.commusoft.com\/en-us\/industries\/plumbing-software\">Plumbing software<\/a> helps them communicate faster, smarter, and more efficiently by reducing manual input, as well as human error.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">It all reflects on your customer satisfaction. Quick responses make a person feel important and increases their trust in your business&#8217;s capabilities. <\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">If your staff are able to deal with issues faster because information is readily available, actionable, and syncs up in real-time, then everyone stands to benefit from these simple adjustments.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">This will make them happier and more productive, which in turn can give the customer a positive boost too!<\/span><\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"the-takeaway-on-ensuring-customer-satisfaction-for-your-plumbing-business\">Improving Customer Satisfaction as a Plumbing Business<\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">At the end of the day, what everyone wants to feel is special. <\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/www.commusoft.com\/en-us\/job-management-software\">Job management software<\/a> and good processes can only take you so far, but if you don\u2019t prioritize the customers in your attitude and work ethic, ensuring satisfaction will definitely be a challenge.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">On the other hand, if you\u2019re motivated and ready to make customers as happy as possible, then we\u2019ve got all the resources to support you right here. <\/span><\/p>\n\n\n\n<!--HubSpot Call-to-Action Code --><span class=\"hs-cta-wrapper\" id=\"hs-cta-wrapper-4ade45da-bbe0-43ff-aa56-f6cb54d05dc1\"><span class=\"hs-cta-node hs-cta-4ade45da-bbe0-43ff-aa56-f6cb54d05dc1\" id=\"hs-cta-4ade45da-bbe0-43ff-aa56-f6cb54d05dc1\"><!--[if lte IE 8]><div id=\"hs-cta-ie-element\"><\/div><![endif]--><a href=\"https:\/\/cta-redirect.hubspot.com\/cta\/redirect\/530619\/4ade45da-bbe0-43ff-aa56-f6cb54d05dc1\" ><img decoding=\"async\" class=\"hs-cta-img\" id=\"hs-cta-img-4ade45da-bbe0-43ff-aa56-f6cb54d05dc1\" style=\"border-width:0px;\" src=\"https:\/\/no-cache.hubspot.com\/cta\/default\/530619\/4ade45da-bbe0-43ff-aa56-f6cb54d05dc1.png\"  alt=\"subscribe to the commusoft newsletter\"\/><\/a><\/span><script charset=\"utf-8\" src=\"https:\/\/js.hscta.net\/cta\/current.js\"><\/script><script type=\"text\/javascript\"> hbspt.cta.load(530619, '4ade45da-bbe0-43ff-aa56-f6cb54d05dc1', {\"useNewLoader\":\"true\",\"region\":\"na1\"}); <\/script><\/span><!-- end HubSpot Call-to-Action Code -->\n","protected":false},"excerpt":{"rendered":"<p>Being able to ensure customer satisfaction is one of the biggest drivers for successful businesses. Ensuring high customer satisfaction is essential for achieving long term success and helps build a strong reputation that encourages repeat business. As any plumbing business owner is sure to know, satisfying customers is rarely as easy as doing a great&hellip;<\/p>\n","protected":false},"author":6,"featured_media":3830,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[24],"tags":[],"class_list":["post-817","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-plumbing"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Improve Customer Satisfaction For Your Plumbing Business<\/title>\n<meta name=\"description\" content=\"Improve customer satisfaction for your plumbing business customers by asking yourself these questions and following the steps we&#039;ve outlined!\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link 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