Page 6 - The Compass - Volume 14 Issue 5

LEARNING FROM THE BEST

Are there certain jobs you’re dispatched to? That way, we can save them an emergency call. When
Doug: I would say we go to just about every kind of you say, “Do you have any other concerns?” they’ll start
plumbing service call. Most of the time water heaters, but remembering things. They’ll say, “You know, this drain has
we do just about everything. been a pain for two years now.”
Doug: For me, the biggest thing is to right off the bat take
When dispatched on a call, how do you prepare? control of the situation. Ask them the age of the home.
Do you look at prior notes on the home? Have you had issues like this before in the past? Have they
Doug: Absolutely, that’s where you start. had the water pressure checked on their home? Have you
ever changed filters on your home? It gets them thinking.
Is there anything you do to prepare yourself
mentally beforehand—to leave the previous How do you build company and personal
call behind whether it was good or bad? credibility with your customers?
Scott: I think our manager David Langdale has embedded a Doug: Most of our customers have been with us for a
number of things into us. One is if you didn’t sell the last job, very long time. In the notes, it will say if it’s a brand-new
don’t worry about it. There’s plenty more to look at. You’re customer. Then, you inform them if they don’t already
not going to sell every job. Some people want another bid, know that we’ve been around since ’32, we’re family-owned,
and there’s no way of convincing them otherwise. One and so-on and so-forth.
thing we do not do around here is push. You never push the Do you ever talk about yourselves?
customer. You communicate with them the best you can, Doug: Absolutely, if I feel they’re uneasy when I’m talking
and if they say no, you move on about your day. to them. I’ll share with them how long I’ve plumbed, where
Once you’re with the customer, how do you I’ve been. I might even go as far as tell them where I was
gain his/her trust? born and raised. You have to soften them up a little bit.
Scott: That’s the key right there. If they don’t like you, Everybody is different and sometimes people don’t relax.
they’re not going to buy anything from you. The first It’s the only way I can put it.
thing you want to do is try and settle them down. Try and What do you do with people who are
find a common ground so you can get them to talk about uptight and nervous?
something they’re into. Doug: You have to relax. Take it easy. Let them know
Doug: So, if it’s a nice day, and they have a nice yard, you you’re there to take care of their problem. We’re here to
want to compliment them on it. Get their mind off plumbing help first and foremost. I’m laid back with how I approach
for a minute. If they have a classic car, I compliment it and every situation. First, help them understand why they’re
try and get them to talk about it. It really helps. having their issue. That way, they can understand. When
you educate them, they’ll feel empowered. You want them
to be educated before they make a big decision.
How important is not only your tone but
your body language?
Scott: We’re very cognoscente of our body language. People
read other people. They can see if you’re uneasy. I don’t know
if that’s a gift, knowing how to present yourself, but I suppose
it comes with our training and doing this as long as we have.
Do you offer a safety inspection?
Scott: Absolutely. We call it a PPP or a Peak Performance
SCOTT RECEIVING THE CROWN CHAMPION AWARD
AT THE 2019 SAN ANTONIO EXPO. Plumbing inspection, and it’s an annual thing we do with
How do you ask the customer if they have any our club members. That’s when we flush the water heater
and run through all the plumbing. We’ll look at hose bibs
other issues—beyond the reason for the call? and check water pressure. It’s a $99 a year renewal.
Scott: I ask them, “Do you have any other plumbing
concerns in your home outside of the drippy faucet?” That So, it’s only with your club members that
will send you to different areas of the home most of the you’ll do that?
time, which is what you want to do. You want to look at Doug: I’ll try to do it with every customer. It depends on
everything. Our goal is to take care of all their needs and who you’re working with. Around here, it’s close to San
educate them of issues they may not have known they had. Francisco. People are usually coming home to meet the

6 THE COMPASS | Issue 5 | 2019