Being a plumber means you never know when an urgent situation will arise. Burst pipes, backed up drains, and water heater meltdowns can happen at any time. When customers call with plumbing emergencies, it is important to stay calm and take control of the situation quickly. Here’s how to professionally handle those panic-stricken late-night calls.
Stay Calm and Reassuring
The customer is likely very stressed when they have a flooding bathroom or kitchen. As soon as you pick up the call, speak in a relaxed, reassuring tone. Let them know you understand this is an emergency and you are going to help get it under control right away. A little empathy can go a long way toward de-escalating the situation.
Ask Pertinent Questions
Once the customer has briefly explained the problem, start asking questions to better understand what is happening. Find out if water is still actively flowing or if it has stopped. Ask if there are any shut off valves they can safely access to temporarily stop the flow. Determine if the emergency is contained to one room or area.
Provide Stopgap Instructions
Depending on the specifics of the emergency, you may be able to instruct the customer on taking stopgap measures before you arrive. For example, you could have them shut off the main water supply to the home. Or you may advise them to start mopping up or removing valuables from the area.
Let Them Know Your Arrival Window
Emergency calls take top priority, so let the customer know you’re sending someone out right away or provide your best estimate of how soon you can arrive. Manage their expectations upfront.
The Importance of a 24/7 Plumbing Answering Service
Of course, fielding emergency plumbing calls requires someone to be available 24 hours a day. The people at Apello say that this is where having a dependable plumbing answering service can be invaluable. With a live answering service managing all calls, you never have to worry about frantic customers getting sent to voicemail during a crisis.
The Right Plumbing Tools for the Job
Once onsite, time is of the essence. Make sure your truck is stocked with the proper equipment and tools to quickly identify and stop the source of the emergency. Hand tools like wrenches and pliers as well as larger equipment like pumps and inspection cameras should be on hand.
Find the Root Cause Quickly
With any luck, you’ve already stopped or contained the immediate emergency. But simply fixing the visible issue often isn’t enough for plumbing problems. You’ll need to thoroughly inspect and test to find the root cause, whether it’s an aging pipe, faulty installation, or other issue. Properly diagnosing the core problem is key to providing a lasting solution.
Spell Out Next Steps Clearly
Once you’ve discovered the underlying cause, explain it to the customer in plain English, not plumbing jargon. Go over what needs to be done to fully repair the issue, including any permitting or special equipment required. Give them a clear, upfront sense of scope and realistic timeframe so there are no surprises.
Conclusion
Throughout the emergency call, maintaining a calm, reassuring, yet confident demeanor is crucial. Plumbing emergencies are incredibly stressful for customers. You’re the seasoned professional there to take control and make it right. A little empathy, clear communication, and demonstrated expertise can go a long way toward providing a great experience, even during plumbing chaos.
The way you handle those emergency calls is a big part of what sets your plumbing company apart and builds customer loyalty. With some preparation, the right tools, and a cool head, you can turn even the most disastrous plumbing situations into opportunities to deliver stellar service.
