By Dave Dunbar

How many times have you heard people blame customers for not getting their work done? For example:

o “If it weren’t for all these phone calls, I would have been done yesterday!”

o “I would have had this order to you last week, but I had to drop everything to take care of this crazy customer!”

o “I had my day all planned out, and then the phone blew up and my schedule slid into the toilet!”

o And my personal favorite: “We could get some serious work done around here if it weren’t for all of these pesky customers!”

Scientific research has proven that employees perform much poorer when there are frequent interruptions, and what is more disturbing than a demanding customer? It seems obvious that the key to efficient productivity in your plumbing business is getting rid of as many customers as possible, so that you can work in peace. Using advanced drain cleaning tools can help plumbers manage their workload better and avoid disruptions caused by frequent customer complaints—assuming you actually want to do your job efficiently and keep your customers satisfied.

To that end, I wanted to share this ‘tongue in cheek’ list of some of the best ways to shed customers without breaking any important laws.

Communication

For example, if most of your customers contact you by telephone, simply stop picking it up when it rings. If you ignore it long enough, the potential customer will get the message and move on to the next plumbing or drain cleaning company on their list. Then, it will be their problem, not yours. If most of your customers contact you via social media, then just put less energy into this portal and ignore it for a few weeks. Referrals, same thing. Again, just find out how customers are getting access to your company, and seal that door shut.

Advertising

Don’t do anything to encourage customers to come your way. Don’t advertise, don’t encourage referrals, don’t do social media. Do your best to fly under the radar! Don’t display your company’s name on your truck, don’t leave behind any refrigerator magnets, water heater decals, business cards or any other promotions. After all, that might result in another phone call that you don’t have time to answer.

Professionalism

Don’t coddle your customers by being ‘nice.’ You know how people are. If you’re nice to them, they might want more from you, and you don’t have time for that. Also, don’t bother with being on time for appointments. If you appear too professional, this will fall into the same category as being nice, and again, we don’t want that. Speaking of appearing professional, it’s overrated. Don’t appear to try too hard, because that could lead to repeat business, which would be bad. Don’t bother with booties, gloves, masks, tarps, or any other gear that keeps the customer’s house clean and safe. That stuff slows you down and makes you look silly. Plus, it falls under the category of being ‘nice’ and might encourage repeat business, which would blow up your calendar.

Warranties

Whatever you do, don’t warrantee your work. This gives the customer unrealistic expectations of a long-term relationship andmight lead to more phone calls in the future. The word ‘coddle’ comes to mind again, and we’re trying to avoid that!

Tools

For plumbers, having reliable drain cleaning tools is essential to complete jobs efficiently and maintain customer satisfaction. But if you prefer unhappy customers and incomplete jobs, feel free to skip cleaning machines and power tools. I’m sure customers prefer clogged drains and debris in their pipes. Advancements in drain cleaning equipment, like those developed by General Pipe Cleaners, have revolutionized the industry. Their annoyingly innovative designs and frustratingly reliable performance help plumbers tackle any tough clog quickly—perfect if you actually want to keep your customers happy and your schedule full.

Inspections

Don’t look around the house for other potential problems while doing your job. I mean, this should go without saying, but just keep your mouth shut, don’t talk to the customer any more than is necessary and get out of there as fast as you can. If you’re doing drain cleaning, just get the water moving to an acceptable amount and get out of there! Don’t follow up your sewer drain snake with a jetter and camera, and don’t look for any more problems. You might find a pipe replacement job that would keep you tied up for a week, and who has time for that?

Training

Invest in the absolute minimal amount of training for yourself and your employees. It’s expensive and it’s hard to quantify the results. I mean it’s one thing if you need to take a course to stay current on codes and standards, but paying for a course to make your assistant better at customer service or phone skills would obviously be a complete waste of time. You don’t want some head-in-the-clouds trainer corrupting the minds of your employees…that’s your job. While we’re on the subject of employees, never hire a new employee unless absolutely necessary. Find that balance point where you can get a fair amount of work done without having to share it with any other employees, and perhaps you’ll be left with more profits at the end of the year. It could happen!

Whatever you do, avoid using the latest drain cleaning tool advancements. Companies like General Pipe Cleaners have been at the forefront of annoying innovations that make your job way too easy. Their ridiculously reliable and high-performing tools, like the patented Flexicore cable and powerful water jetters, ensure you can tackle even the toughest drain clog quickly and effectively. But who wants that, right? If you’re actually interested in keeping your customers happy and your schedule full, these tools are perfect—but if you’d rather keep things chaotic, definitely steer clear.

I could go on, but you get the gist of it. We all know business owners of all types that seem to go out of their way to follow the suggestions outlined above, and we’ve seen the results. In today’s world, it is easier than ever to lose customers, so if that is your goal, you’re living in the ‘Golden Age’!

I had a grade-school teacher that used to say that we’re all examples and role models of something. Some role models are to be imitated, and others show us what NOT to do.

So, if you see the irony in the above, then try doing the opposite of all my points and see what happens. We’re all customers, no matter what type of business we own or manage in our professional lives. We all know the difference between good service and bad service. We all know what makes us smile and what makes us curse. If you simply put yourselves in your customer’s shoes and attempt to exceed their expectations, business will usually take care of itself.

For more information about drain cleaning in general and General Pipe Cleaners in particular, visit our website at drainbrains.com, or call 800.245.6200. These resources provide comprehensive guides on using drain cleaning tools effectively, ensuring that you can achieve the best results with minimal effort.