6 Data-Backed Secrets to Boost Plumbing Sales

Silvia Nestares, Training Manager at My Plumber Plus, does over 450 virtual ridealongs a month. Here are her 6 main recommendations for technicians, to to build trust and secure the sale:

1. Let the Home Owner Monologue

• • Plumbing emergencies are about as stressful as it gets. So the way your reps communicate can turn a chaotic situation into a win-win. Teach them to listen, show empathy, and make customers feel like they’re being heard.
  • In our last article we broke down the trust-building benefits of increased time spent in the home and sales More time speaking with leads in-home leads to increased conversions.
  • Customer Story: At Rilla, we track a crucial metric: Longest Customer Story which measures the length of the homeowner’s longest monologue. Our AI found that this metric was the largest contributor to spending more time in the home.

2. Aim to Educate

• Keep it Simple: Let’s be real—plumbing systems are confusing. So, when explaining a plumbing problem to customers, keep it simple.
• Show, Don’t Tell: Diagrams, pricing tables, and delivering an engaging inspection all help the customer “get it” without feeling overwhelmed.
• Break down complexity: Silvia suggests simplifying plumbing sales by using these key techniques:
  • Visual aids: Show agenda cards, before-and-after photos, and plumbing system diagrams to clarify the service process.
  • Detailed estimates: Offer clear pricing and flexible financing options to empower customer decisions.
  • Technician credentials: Share plumber bios highlighting certifications and specialized training to showcase professionalism.
  • Safety information: Explain potential health risks (e.g., mold, contaminated water) and how professional services address them.
  • Show them ROI: Let reps throw in a fun fact about how fixing their pipes could save them a fortune and keep their water bills low. Win-win!

3. Present the Cure, Not the Quick Fix

• ROI Mindset: People in plumbing crises typically just want an immediate solution. Teach your team to sell more than just the quick fix. Show customers how preventative maintenance keeps their plumbing in check without fear of disaster.
• Silvia’s Solutions:
  • Invest in prevention: Explain how regular upkeep with a membership plan can extend the lifespan of their systems.
  • Energy efficiency: Speak to how certain upgrades (e.g., low-flow fixtures, energy-efficient water heaters) can reduce utility bills.
  • Avoiding future damage: Emphasize potential costs and damage that can be avoided by addressing plumbing issues early.

4. Handle Objections with Transparency

• Silvia says: “Handling objections and concerns effectively is crucial for converting calls and building trust with plumbing service customers”
• When customers say: “I need to think about it,” your team shouldn’t just nod and smile—they should engage. Show them the value in making a decision now. Reassure them that they’re making the smart move by getting it fixed before things get worse (and way more expensive).
• And when it comes to price? Compare a one-time fix to the endless pit of “band-aid” repairs. Show them the math behind investing in a long-term solution over quick fix with diminishing returns.

5. Learn the Process, Get in the Reps

• Getting in the Reps: Teach the ‘sales is a sport’ mindset. The best athletes reached the upper echelon of performance by getting in the reps— and your sales team will benefit by adopting a consistent process and sticking to it.
• Silvia’s 6 Step Sales Process:

1. Prepare: Conduct research on the customer, then physically and mentally prepare for the interaction.
2. Greet: Engage customers, ask them specific questions about their plumbing issue, and start building trust. This is where reps can also use their agenda card to explain the service process to customers.
3. Explore: Build trust with customers by asking lifestyle questions, listening, and taking notes about their concerns. This is also typically the step in which reps conduct a detailed needs assessment.
4. Present: Provide the customer with several personally tailored solutions that address their specific pain points and objections, and improve the quality of their life.
5. Execute: Technicians do the work and leave the area better than they found it.
6. Review the Work: Reps walk customers through the technician's work and request customers leave a good review.

6. Embrace Technology

• Tech Boosts Plumbing Sales Strategies: Digital tools revolutionize lead tracking, customer engagement, and success measurement for field reps.
• Rilla’s Virtual Ridealong: Provides real-time data, allowing reps to optimize their sales techniques on-the-fly.
• Key impacts:
  • Improved lead management: Streamlines processes, making it easier to identify, prioritize, and follow up with customers.
  • Better customer engagement: Reps can use email and text to provide timely info and updates.
  • Data-driven decisions: CRM systems help reps analyze customer data and adjust strategies based on metrics and KPIs.
  • Real-time coaching: Virtual ridealongs enable managers to give instant feedback and coach remotely.
  • Expanded reach: Plumbing companies can attract customers beyond local areas, and managers can coach from anywhere.
  • Continuous learning: Reps can learn from top performers and real-life scenarios to refine their sales tactics.

How Rilla Can Elevate Your Sales

Staying Competitive: If technicians want to stay competitive in plumbing, heating & air, and other home services sales fields, they need game film and high touch feedback

How Rilla Can Help: Rilla’s real-time coaching and data-driven insights can give your team a competitive edge out in the field.

Book a demo: Contact us to book a demo and start closing more plumbing deals.