3 Things I Learned About Customer Service by Being a Plumber First


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…all those cuts and scrapes were worth it in the end

I once read that if you can’t learn something new each day then it doesn’t make sense to even get out of bed. Well that may be a little harsh but there is something to this statement.

In all our interactions with others, with all the snippets of information we have gathered from books or television and with all we have learned through trial and error, we hold a plethora of valuable information that can readily be transferred to another business, hobby or endeavor.

This is true in my case as well.

Prior to my foray into the fabulous world of hospitality, I spent a stretch as a plumber and heating/air conditioning mechanic. Not a very glamorous job but one where I learned more about a customer’s expectations than I have from all the information crammed into the dozens of business books I have read since.

A customer doesn’t enter into a transaction before they are assured that the product or service you provide is not only something that can benefit them but is of the highest quality and value.

Why else would they buy from you over someone else?

Here are 3 valuable things learned that can be used in almost any business.

Keep Your Pipes Straight
Now, most businesses don’t have to deal with pipes but as a plumber I was knee deep in them. I had the opportunity to briefly work with a man with 50+ years of plumbing experience. Bob was a fountain of knowledge with every conceivable method and trick in the book on how to get the job done.

The one thing I will always remember from him is that a customer will always think one plumber is better than another just by how much attention is paid to the way his pipes are straight and level.  Bob would say “Who would you rather deal with, someone that has a hodgepodge of crooked pipes or someone that has made a piece of art with his work?  Seems like an easy answer.

But how does this relate to your business?

Just as a customer will initially judge your plumbing work on a photo or visual inspection of how it looks, and of course operates, so too does a customer as he/she enters your business.

  • Are your clothes arranged neatly and straight on their racks?
  • Are all the products on your shelves constantly reset, moved to the front and in easy reach for your customers?
  • Do you provide an organized and easy-to-navigate flow throughout your “store” or website or are your customers forced to wander around looking for help just to find an item?


The layout or “look” of your business is the first impression your potential customer receives.

I found that by being honest and explaining exactly what steps I would take to fix their problem went a long way to put my customers at ease. They realized that I had their best interests at heart and put much thought into how I would do the job.

Never use industry slang or jargon, never speak with the customer as if they are an amateur or have no idea of what was involved in the work. Don’t tell them about your company policy.

Take their concerns and ideas and find a way to incorporate it into the process.

Make them a part of the effort.

At the end of each hard day of work I would send a thank you card to my customers with a hand written note of appreciation. One day I paid a repeat visit to an old customer and noticed my thank you card on her kitchen table. “Wow, I’m surprised you still have my thank you card”, I said. “You kidding”, she answered. “I was so amazed that I got a card from a plumber that I leave it here and tell all my girlfriends about you when they come over”. That really is a WOW for both of us!

I received many recommendations and Christmas cards from my customers, many times there was hot coffee and bagels when I visited my repeat customers and I was always welcomed with a warm smile and greeting. What more can you expect from your customers?

How do you endear yourself to your customers? What sets YOU apart?

It wasn’t so bad being a plumber. I was able to put many traits & skills to good use in my later hospitality career. Skills that have allowed me to provide a “WOW” customer experience to many. I wonder what I would have learned if I was a cab driver?

Don’t splash puddles on the people walking on the sidewalk. Don’t make sudden stops and turns that make the backseat riders nauseous. Don’t smoke those nasty cigars before picking up a customer.

Just common sense things but ones usually don’t fall under “customer service”, or should they?