Contractor Corner

Why You Need To Offer 24 Hour Customer Service For Your Plumbing Business... If you are dedicated to growing your plumbing business, one of the first things that comes to mind is offering 24 hour customer service!

If you are dedicated to growing your plumbing business, one of the first things that comes to mind is offering 24 hour customer service!

How often do your customers have a plumbing emergency in the middle of regular business hours? Not often! They tend to happen at odd hours when you aren’t open for business.

Without 24 hour customer service, you don’t get the message from your customers until the next morning.

Not a big deal, you think…

Really? It’s an emergency situation so do you honestly think they will stop with a message to you? No, of course not! They will call another plumber who has 24 hour customer service to come and help them immediately.

That’s a big deal to your bottom line. Lost business is a problem. Annoyed customers who will be very happy to tell other people that you aren’t responsive in emergencies.

Now, how you handle those calls is another matter. Do you have guys that you can dispatch at 2AM? Maybe your business model isn’t set up that way (yet). Or maybe you are hungry and willing to leave your bed to catch those calls.

Another thing you could do is partner with a local company that does have 24 hour service. You could possibly get referral payments, but at the very least you will have provided an excellent experience for the customer that called in with a problem.

It is easy to think that will turn into a lost customer, but in actuality, it may turn into a lifelong evangelist for your company!

So how great is a 24 hour customer service company for your business?

If you are doing those in-house, possibly it is you who are getting woken up at all hours of morning, not good! If you (or one of your employees) is the one taking those calls, you might want to think about hiring a Customer Service company who can solve some of your problems.

Let’s start with those lost emergency calls. Not lost anymore. The best customer service companies also have the ability to dispatch for you as well. Now those customers will be yours and see you as super responsive. That’s a win/win for sure. That service continues during business hours as well meaning you can keep your focus on your customers and business.

Tired of all of the bookkeeping chores as well? A top notch customer service company will be able to handle that chore for you as well.

Don’t lose business because you don’t have the resources to be responsive. Hire professionals to help and watch your business grow.

Find out more about how to hire an amazing customer service company like Contractor In Charge! We work nationwide and are available 24/7 (how great would that be to say about your business?) Check out our In Charge Services TODAY!

Why You Need To Offer 24 Hour Customer Service For Your Plumbing Business... If you are dedicated to growing your plumbing business, one of the first things that comes to mind is offering 24 hour customer service!

A successful business is a profitable one. They bring in more income than they spend in materials, supplies and other bills. The point where your income equals your output is your break even point. Do you know yours for your HVAC business? If not how can you set goals for your business?

Discover your break even point

To discover your break even point you need to have a complete handle on your business finances. Do you know what you are spending? How about what you are collecting? What about jobs in progress? Do you have a bookkeeper or use bookkeeping software?

You MUST track your numbers. In order to plan for your business, set goals or even know how many jobs you need to be bringing in each month you need that information. So start by gathering your bills, receipts and deposits and get it in gear.

Related: 9 Key KPIs In Your HVAC Business

The numbers will show areas that need improvement

Once you have the numbers entered you can see where things stand and have a clearer picture of your business and what your breakeven point is. You will be able to see where you need to make improvements.

  • Are jobs taking too long or being bid too low?
  • What about the number of jobs, do you need more?
  • Are there places where you can shave costs?
  • Could you shop around for better utility rates?
  • Phone and internet high?
  • What about your supplies and suppliers?
  • Do you buy more than needed or pay more than you should for those supplies?
  • How about your payroll?
  • While you may not be able to cut back on techs, what about office staff?

Not sure how? A customer service company can be a big help there. They could cut out your entire office staff and give your customers better service. They could also take over those bookkeeping chores and keep you up to date on your numbers.

Find a customer service company

Find your break even point, then use it to improve your business and make it a success. The answer to doing that may well be finding a customer service company to consolidate some expenses: answering service, dispatch and bookkeeping.

Learn more about how to get all this done for you! Check our In Charge Services

Do You Know Your Break Even Costs For Your HVAC Business?

You started your HVAC contracting business to help people. What you didn’t expect was all of the things that you needed to know and track to keep your business viable. Things like what your 9 KPI’s were. You don’t even know what a KPI is. You know that what you don’t know can hurt you, so here is what you need to know.

KPI is an acronym for key performance indicator. It’s a numbers tool used to evaluate the health and success of a business. As an HVAC contractor there are some that are universal KPI’s. They involve knowing your financial numbers as well as knowing how they can be used to improve your business.

Sales vs costs

One of the first two KPI’s you need to know are how well your trucks are doing, meaning the sales per truck and the cost per HVAC truck. If the sales outweigh the costs, you’re doing well. If the costs start to outweigh the sales you will need to determine if it’s because of the age of the vehicle or because sales are down.

Profit and loss per HVAC truck

Next, look at your fleet. What is the profit and loss per truck? It means taking the first two above and looking at the fleet as a whole. Again, if the trucks are older they may be the problem. If not, it may be your techs, sales or other thing making your fleet responsible for losses instead of profits.

Look at your HVAC techs

What is the cost to keep each? What that entails is their salary, vacation and sick time, health insurance costs, payroll taxes, 401K costs or whatever else is included in their benefits package. This can help you figure out who is benefitting your business and who is not. It also will help you know one of the other KPI’s involving your tech, their break even. What this means is what is the point that the cost of the tech is even with the sales or jobs attributable to them.

The next few deal with your revenue

What is the revenue generated per department? Your break even sales per month (or revenue minus costs so the answer equals zero)? How many jobs do you need to sell per month to get to the break even? What about your GMP or gross profit margin?

All of these will tell you a few things

One, the number of jobs you need to sell and perform in order to get above break even and make a profit. Another is how well your techs are doing their jobs. If you have any that aren’t investigate why, provide more training or let them go. Put your KPI’s together and you will know where you need to improve or how you can expand your business goals.

If you would like to find out the easy way to have us track your KPIs for you! Check out our services TODAY!

Key KPIs In Your HVAC Business - You started your HVAC contracting business to help people. What you didn't expect was all of the things that you needed to know and track to keep your business viable. Things like what your 9 KPI's were. You don't even know what a KPI is. You know that what you don’t know can hurt you, so here is what you need to know.

Key KPIs In Your Plumbing Business

You’ve had a plumbing business for awhile now but I bet if someone asked you what your 9 KPI’s were, you couldn’t say. Do you even know what a KPI is? Knowing these things will mean you have a better handle on your business.

KPI is an acronym for key performance indicator. It’s a tool used to evaluate the health and success of a business. As a plumbing contractor there are some that are universal KPI’s. They involve knowing your financial numbers as well.

Sales and cost per truck

One of the first two KPI’s you need to know are how well your trucks are doing, meaning the sales per truck and the cost per truck. If the sales outweigh the costs, you’re doing well. If the costs start to outweigh the sales you will need to determine if it’s because of the age of the vehicle or because sales are down.

Next, look at your fleet

What is the profit and loss per truck? It means taking the first two above and looking at the fleet as a whole. Again, if the trucks are older they may be the problem. If not, it may be your techs, sales or other things making your fleet responsible for losses instead of profits.

Look at your techs

What is the cost to keep each? What that entails is their salary, vacation and sick time, health insurance costs, payroll taxes, 401K costs or whatever else is included in their benefits package. This can help you figure out who is benefitting your business and who is not. It also will help you know one of the other KPI’s involving your techs, their break even. What this means is what is the point that the cost of the tech is even with the sales or jobs attributable to them.

The next few deal with your revenue

What is the revenue generated per department? Your break even sales per month (or revenue minus costs so the answer equals zero)? How many jobs do you need to sell per month to get to the break even? What about your GMP or gross profit margin? All of these will tell you a few things. One, the number of jobs you need to sell and perform in order to get above break even and make a profit. Another is how well your techs are doing their jobs. If you have any that aren’t, investigate why, provide more training or let them go.

Put your KPI’s together and you will know where you need to improve or how you can expand your business goals.

If you don’t know your KPIs (or cringe at the thought of having to keep track of them), let us do it for you! Check out our services for Plumbers!

Key KPIs In Your Plumbing Business - You've been a plumbing contractor for awhile now but I bet if someone asked you what your 9 KPI's were, you couldn't say. Do you even know what a KPI is? Knowing these things will mean you have a better handle on your business.

You’ve heard about the great benefits of being a virtual contractor, but you aren’t sure if it would work for you since you own a plumbing company. The good news is it certainly will.

Here are some tips to help you make the switch to becoming a virtual contractor!

1. Don’t lose any future business.

You know your business is crazy busy. You know that you’ve lost jobs because you just don’t have the time to call them back or when you do it took too long.

Did you know that a virtual customer service company makes sure that you don’t lose any future business? They can because they are there to answer your phones while you are busy servicing other customers.

2. If you have office staff, ask yourself why you’re losing business?

Because that staff doesn’t know enough about your business and see themselves as message takers. Just getting a bunch of message slips doesn’t help reduce your workload.

3. A virtual customer service company knows plumbing contracting.

They know the difference between an emergency and a service call. They can help your customers even if you’re busy. Because their focus is businesses like yours, all the reps are highly trained to be able to help your customers get effective help when they call in.

4. If you don’t have office staff and a bookkeeper, it’s a pretty sure bet that hiring a virtual customer service company will save you money over hiring them yourself.

There are plenty of expenses you’ll save: employment taxes, workers compensation insurance, health insurance, benefits and other expenses. Employing office staff will definitely be a huge expense.

5. The biggest boon to your business will be the satisfaction of your clients.

They will get answers right away given by a knowledgeable person who understands your business and their problem.

Emergency calls will be dispatched to you or your techs immediately. Non-emergencies will be scheduled for a service call on your own calendar. No call backs necessary! Plus your invoicing will be done promptly and payments posted. No internal bookkeeper necessary.

It is possible for you, as a plumbing contractor, to go virtual. Try it today and see for yourself. It’s a decision you won’t regret.

Give us a call today! (813) 438.3666 We will explain exactly how you can take advantage of all the great technology available to every plumbing company nationwide.

5 Things You Need To Know To Make Your Plumbing Company Virtual... You've heard about the great benefits of being a virtual contractor, but you aren't sure if it would work for you since you own a plumbing company. The good news is it certainly will.

Have you ever heard of a virtual contractor? You may be one and not know it. So what is one? A virtual contractor doesn’t have an office staff. Why would they? That would take the “virtual” right out of the equation. So what do they have instead?

A virtual contractor uses a virtual customer service company

This company provides all the services that a full staff would without the cost of employing several office people. One service is answering your phones and helping your customers. Knowledgeable service reps can provide information to you and your customers meaning you get the service calls scheduled and emergencies taken care of right away. Scheduling and dispatching is also part of the service provided. Your customers will get services needed and you won’t lose business to lack of someone answering your phone and pulling out your calendar. Lastly, using QuickBooks Online for your bookkeeping, the service is a one stop place to have an “office.”

How does this benefit you, the contractor? Your only employees are your service techs. You save the cost of worker’s comp insurance, taxes and benefits for what would be at least 3-5 people for a smaller contractor or more for a larger one. That’s tens of thousands of dollars a year.

It also garners you the level of customer service and financial transparency that your customers expect with a much lower cost to your business.

So are you a virtual contractor? If not, consider it!

Find out more about becoming a Virtual Contractor with just a quick call! (813) 438-3666

What Is A Virtual Contractor?