11 Plumbing Sales Tips That Build Trust & Win Clients

Published on February 26th, 2024

This quick and dirty guide gives you 11 plumbing sales tips that’ll turn your sales reps into revenue machines.

Anyone who owns real estate needs a plumber.

But there are LOTS of plumbing companies for your potential leads to reach out to.

In fact, there are over 120,000 in the USA.

So, if you want to stand out to prospects in a market clogged with options, you’re going to need these plumbing sales tips in your toolbox.

Feel free to skip to the section of tips that you’re most interested in:

• How To Create A Positive First Impression
• How To Change Your Mindset For Successful Plumbing Sales
• How To Leverage Additional Service Opportunities
• How To Set Expectations And Make Clients Happy With Clear Communication
• How To Promote Customer Loyalty To Increase Revenue Long-Term

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How To Create A Positive First Impression

The first impression you make on your client can significantly impact your plumbing sales potential. 

Here are some valuable tips to help you present yourself positively right from the start.

Tip #1: Dress Professionally, Maintain Good Grooming, And Be Organized

Plumbers are no strangers to getting dirty.

However, how you dress and look can significantly influence how prospects perceive the competency of your company.

This doesn’t just mean wearing clean attire – it means proper grooming too.

Here are some basic tips to build initial trust with prospects and show your company takes pride in their professionalism:

• Have a professional-looking uniform that displays competence, cleanliness, and organization – all of which inspire trust. 
• Appear as organized as possible to prospects and customers.
• Keep it clean (your work gear, clothes, and personal hygiene)

Okay… we’re done sounding like your mother. Let’s get into some real plumbing sales skills to master…

Tip #2: Build Rapport Through Smiling And Positive Body 

We’ve all been approached by a nervous-looking sales rep that we likely blew off.

Don’t be like that guy.

Plumbing sales reps need to ACT confident and approachable if they want to be taken seriously and give off a vibe of trustworthiness.

Rule #1?

Try to sincerely smile when greeting your prospects or customers – it’s a simple way to make a potentially stressful plumping issue – a little less dreadful.

And don’t forget to have positive body language:

• Keep your posture open 
• Maintain an appropriate amount of  direct eye contact
• Give customers your undivided attention
• Throw in some affirmative friendly nods like “Sure!” or “Absolutely!”.

These simple gestures and expressions foster a more relaxed atmosphere where clients feel comfortable expressing their concerns freely.

Plus, it’ll build more trust by making clients feel more understood.

Tip #3: Practice Effective Communication And Active Listening

Your communication skills directly reflect how you manage interactions with clients.

This includes both speaking and listening. 

Speak clearly to customers when delivering any information related to the scope of the plumbing work or costs involved. 

AND don’t forget to keep a polite, respectful, and considerate tone. 

Clarity avoids confusion that might make customers unhappy later on. 

But remember, active listening is even more important than talking when trying to build rapport and trust. 

Try to really care about what your customers are saying about their plumbing problems. 

Let them finish talking without cutting them off, and ask questions if you need to understand better.

When you show you’re truly trying to understand their issues, customers will see that you’re committed. 

How To Change Your Mindset For Successful Plumbing Sales

Effective plumbing sales skills begin with a mindset shift.

Here’s how to transition from a purely sales-driven approach towards one centered on your customer.

Tip #4: Focus On Solving Customer Problems Rather Than Just Making Sales

Firstly, you need to focus on solving customer problems instead of simply trying to make a sale. 

In other words, think of your role not as just a seller, but as a consultant who genuinely wants to help clients.

For example, let’s say you’re dealing with someone whose pipes have burst open during the winter. 

They’re desperate for help and find your number through a Google search. 

Instead of pushing for extensive (and possibly unnecessarily expensive) repairs or replacements right away, assess the situation carefully by asking pertinent questions like: 

“How old are these pipes?”

“Is this issue recurring?” 

Or even: “What materials were used for these pipes?”

From there, customize solutions that directly address their concerns rather than simply offering pre-set packages. 

In doing so, you’ll gain more credibility and build rapport.

Which will inevitably lead to increased business opportunities without appearing overly “salesy.”

Remember: The goal is to cultivate ongoing relationships – relationships that can yield more substantial returns down the line.

Tip #5: Highlight Benefits And Value Propositions

Next, you need to learn how to talk about what your plumbing service can do for people, rather than just listing what it includes. 

Why?

People like to hear about the benefits they’ll get, like saving money or feeling less worried.

Let’s take water-efficient plumbing upgrades as an example. 

One way to go would be telling customers about low GPM (gallons per minute) showerheads or dual-flush toilets – those are the features.

But to be honest, many people might not get these technical terms right away.

Instead, you could help them imagine paying a lot less for water every month.

Then, tell them these plumbing products have been praised for their efficiency without sacrificing comfort, and other customers love them.

When you explain the benefits in a way people can understand, they’re more likely to buy because they see what’s good for them. 

This is called “value-based selling.”

How To Leverage Additional Service Opportunities

There’s more to increasing revenue than just getting new clients.

Let’s go over 2 key tips that help you increase the value of the clients that you already have.

Tip #6: Cross-Sell Related Plumbing Services

Cross-selling is a sales technique to increase your average deal size, therefore boosting your overall plumbing sales. 

Imagine a situation where you’re attending a minor leak call, but you notice that their water heating system appears outdated. 

This is an opportunity to introduce them to more modern, energy-efficient heaters – an upgrade that could save them money long-term on utility bills.

Here are some tips to remember when introducing additional services:

1. Understand your client’s needs. Treat your client accordingly with their unique needs, issues, and future ambitions for their property. What do they care about?
2. Establish trust. Customers are going to want to run in the other direction and leave a bad review if your company hasn’t already earned their trust by providing high-quality services the first time.
3. Communicate and empathize tactfully. Offer suggestions that match their desires without appearing too forceful or treating the situation as just another business opportunity.
4. Explain why an additional service is beneficial. It sounds like common sense, but clients aren’t going to buy another service if you don’t give them a reason to.

Tip #7: Suggestive Selling Various Plumbing Products

Suggestive selling — also known as add-on selling — is another strategy closely related to cross-selling. 

While the latter focuses more on services, suggestive selling is when you recommend plumbing products that meet your client’s needs better than what they currently have.

For example, if a family reports recurrent clogs despite not flushing the wrong things down the toilet, you could suggest changing from conventional manual plungers to hydrodynamic drain cleaners or enzyme-based drain cleaners. 

Then, explain how these products can provide a long-lasting solution to prevent future clogs, and ultimately save them money.

Here are some tips to make this tactic more effective:

1. Stay on top of plumbing trends. Regularly update your knowledge about the newest plumbing products in the market – their features, benefits, and how they compare to older models.
2. Put the client first. Consider the client’s specific plumbing issues and lifestyle before suggesting a product. Relevance is key.
3. Articulate benefits honestly. Explain how these suggested products could make their lives easier or solve future issues.

How To Set Expectations And Make Clients Happy With Clear Communication

Your ability to convey key information clearly will pave the way for trust-building and foster a positive relationship with your clients.

Tip #8: Convey Pricing Breakdowns Clearly

Transparency, especially when it comes to cost, can improve your customer satisfaction and retention rates.

Before starting any project, ensure that you present a detailed estimate to the customer. 

This should include the total cost but also how each charge is accounted for. 

Break down costs into labor, materials, and additional fees to demystify the pricing structure for your client. 

This will give a sense of clarity and fairness that builds more trust.

Also, clearly articulate any potential variations. 

For example, if circumstances lead to changes in the final bill, communicate this proactively. 

Being upfront about uncertainties helps avoid any unpleasant surprises later on and keeps customers happy throughout the process.

You need to provide written documentation and discuss these breakdowns verbally and face-to-face with your clients. 

This gives them an opportunity to ask questions and gain a better understanding of what they’re paying for.

Bonus tip: Use a plumbing CRM with estimating software that allows you to break down individual costs and send estimates to clients for approval.

Tip #9: Explain Plumbing Issues And Solutions In Layman’s Terms

“Hey, I had to sweat the copper fittings for that 3/4 inch Type L line, but the dielectric union was a real pain because of the old galvanized piping.”

Excuse me… what did you just say?

When it comes to explaining technicalities related to plumbing work, keep things simple yet informative for your client. 

You’re an expert – that’s why they called you! 

But bombarding them with technical jargon will leave them more confused than enlightened.

Try to simplify complex issues by using easy-to-explain analogies or visual aids wherever possible. 

Then, walk through your proposed solutions step-by-step. 

Explain what measures need implemented and why.

This will showcase transparency and inspire trust with your expertise. 

Remember: Patience is crucial during these interactions because no 2 clients will have the same level of understanding of plumbing processes. Spend time answering their questions so the client feels comfortable and confident about your proposed solution.

How To Promote Customer Loyalty To Increase Revenue Long-Term

You need to focus on improving customer loyalty if you want to build a solid client base for more steady revenue and win more referrals.

Tip #10: Offer Membership Programs And Maintenance Agreements

One of the most valuable tools in your arsenal for promoting customer loyalty is offering membership programs or maintenance agreements. 

These incentivize customers to stay invested in your services over time.

Think of a membership program as an exclusive club that delivers ongoing benefits to its members. 

This could include priority service calls, discounted rates on specific offerings, and regular preventive maintenance checks. 

By promising continuous care with these memberships, clients feel valued and reassured that their plumbing is squared away.

Also, long-term maintenance agreements provide clients with detailed preventative schedules against potential issues.

For instance, they might need help checking for pipe corrosion, inspecting water heaters for sediment build-up, and ensuring all fixtures are functioning properly. 

Tip #11: Follow-Up And Request Customer Feedback

Reach out after completing a project and ask if they’re satisfied with the service provided. 

This leaves an impression that your company cares about their opinions and concerns even after the bill has been paid.

But you should also leave an open line of honest communication to shed light on any areas that need improvement.

So, encourage clients to leave feedback.

If you want to go an extra step further, you can offer future discounts to show your appreciation.

Everyone wants their voice heard – make sure your company makes that as easy as possible for clients.

Every Plumbing Sales Rep Needs A CRM Sidekick

Client relationships are king for keeping your business running.

You need to show your customers that you care.

One way of doing that?

Staying on top of your client’s history and info so you never miss an opportunity to give your clients what they need.

Sure, you could manage your client’s data in a spreadsheet, but that’s prone to human error, and it won’t scale with your business.

If you’re looking for a plumbing CRM that’s affordable and scalable, consider signing up for a free 15-day trial of VipeCloud.

If you’d prefer to speak to a human, schedule a demo – we’ll be happy to show you how our CRM can improve your client relationships and sales process.