Plumbing problems are the worst. Whether your customer has well water or city supplied water, being without it is horrible. Having their home flooded because of a broken pipe will cost a bunch and customers are desperate to get it fixed. Do you want any old answering service taking those calls? Probably not. You need a service that provides more than just answering your phones. This post will go over what to look for when hiring a plumbing dispatch and customer service contractor!
First, what scheduling services do they offer and during what hours?
You don’t just want an after- hours emergency service. Why not? Because getting back to customers who have to leave a message with and after hours services or on your voicemail is part of the problem. One because they will move onto the next number they have for another plumber who does answer their phones (customers want to hear a human voice) and two because you need to be working your business.
Hiring a service that not only takes messages but also can use your scheduling software and schedule your customers is a huge advantage. No more lost customers because it takes you a day to get back to them.
Next, you need to know if the service specializes in plumbing businesses!
This is very important. Even if you find a service that can schedule and dispatch for you, how will they know how to ask the right questions to help you prioritize the customer needs? Those answering the phones need to at least have a basic knowledge about what your customers and prospects will be calling about.
Being able to troubleshoot for customers will help in a few ways. First because they need to determine whether the situation is an emergency or if it can wait a day or so. Second, help determine if your company has the skills to help them with their problem.. they need to know your team’s skills.
Once you find that perfect service, be sure to check them out!
Check with the Better Business Bureau, state and local court searches, and with the state or local licensure administration to be sure they have any licenses necessary to do business. Check with other similar businesses that may use them and get recommendations. Don’t hire anyone that will harm your reputation by offering substandard assistance when servicing your customers.