” Our technicians will give you options and recommendations with a straight forward price.”
Why do we believe in providing all the information we can to our clients upfront? So our customers can make the best possible decision. Our clients generally know next to nothing about plumbing or HVAC systems or how to diagnose potential issues, so there’s a lot of anxiety in the decision process. When a client has problems with their system, a few thoughts usually pop into mind right away:
How much is this going to cost!?
Is someone going to take advantage of me?
Can I trust this particular service provider?
From our perspective, we think we can overcome those concerns by making sure we’re thorough with the diagnosis. It’s not just a matter of carefully checking all the important points, but also communicating those points to a client so they can walk through with us and see exactly how we got to our conclusion. Without that all-important review of options and the reasons for recommendations, the question of whether or not they’re being taken advantage of isn’t answered.
Sometimes it’s easy for service providers (who work with plumbing or HVAC systems every day) to tell a homeowner that it’s in their best interest to replace a component, but the homeowner wonders how they get to that conclusion, and does the homeowner have other options? I think it’s important to discuss the considerations between replacement and repair with the customer and provide them with enough useful information to make a final choice. Although we may ask a lot of questions, we might not be asking the right question. That might lead us to make assumptions about the client’s needs, or base our recommendation on something that will happen for them in the future. At the end of the day, the homeowner should make the best informed decision for their home—the decision really needs to stand in their control.
Buyer’s remorse is a real thing (even with plumbing). People often wish they had made a different decision, because they wish had known more details. This type of regret is based on not having enough information to make the best choice. We definitely want to prevent our clients from experiencing buyer’s remorse. When someone calls our company, before our technician goes to their home we do our best to be upfront about our fees and what they can expect out of a service visit. Once there, we want our service personnel to diagnose the problem by going through a checklist of items, and explaining what’s going to happen in a little more detail so they know what to expect depending on the type of visit.
The technician walks the customer through the diagnosis and explains how they came to their conclusion. Then they write up about three to four different options with various price points and warranties (if applicable) for the client to choose from. The customer gets to make the best decision for their home. From there, we’ll keep them informed with details about how work is progressing and what equipment has been put in. Customers are active participants in the whole process so they understand exactly what’s going on in their home.
If you want an upfront and transparent team to guide you through resolving plumbing or HVAC issues, reach out to us today. Request an appointment, contact us, or give us a call at 540-483-9382.
