When a client sees how interested you are in their plumbing system, and being sure it's all functioning properly, the easier it will be to earn their business.

Arriving at a job, you may have been taught to hand over a business card, wipe your boots off, then rush over to the problem area and do a cursory diagnosis of the problem.  You promptly present your price and are immediately challenged on the money you've asked them to part with.  Unless the problem needs an immediate solution, you are usually ushered to the front door after offering a written estimate for the work required.

For a long time, that was how I handled the calls I was dispatched.  After starting to do follow-up phone calls with clients, and having numerous recalls, I realized there were times that I missed something which would have been obvious had I taken a few minutes to look around at the rest of the plumbing system.

Clients were happy I came back to work on the problem, but were not impressed that I missed it the first time around.

At the end of the service call, I would offer to do a plumbing checkup on their system, and this did increase the number of times I was able to find additional problems, but could not close on the additional work, because in the client's eyes, I was finished with their immediate problem, and was finished.  Doing follow-ups, these recommendations were rarely closed on, as the client didn't have any sense of urgency about it.

With my average ticket sales in the mid-$200 to $300 range, and other technicians in the company with similar experience in the field with numbers which were much higher, I sat down and evaluated my process.

The first thing that needed to change was approaching the job site.  I wasn't having much success with rushing inside and blurting out prices as problem areas came up, so I left that area alone to start with.

Greeting the prospect, I would introduce myself, and after being invited inside, say something like "I'm Tom from ABC Plumbing.  Dispatch has given me a brief explanation as to what prompted today's call.  If you could take me to the area of concern, we can start from there."  This gives the customer the feeling that I'm not intruding into their space.  They're leading me, which has already begun to lower their defensive wall.

At the problem area, I do a cursory diagnostic to ensure I'll be able to resolve the problem.  I assure the client, by saying something like "Sure, I can take care of this."  From there, I explain that I need to take a quick look around at the rest of the plumbing system to ensure that there is nothing else that is a similar problem.

While assessing the rest of the plumbing, I make a mental list of anything that needs closer attention later in the service call.  Once you're satisfied that their are no other major problems, then you can approach the client with your price guide.  Before mentioning the price, be sure your price guide is closed.  Explain to the client what it is you're going to do to repair the problem.

Watch for buying signs to see if they're in agreement with going ahead with the repairs.  Only after you're sure that they are moving towards ownership of your service, then take your clipboard out.

When taking your clipboard out, ask if you can place it on a counter or table before doing so.  This will show the customer that you have respect for them and their home.  Be sure that there is no dirt or grime on your clipboard.  Check it over once a week, and clean it if necessary.

Have your paperwork pre-filled (client name and address) when you take it out, and be sure the forms are crisp and neat.  A quick check in your price guide for the price, and then obtain an authorization.