Made for plumbing businesses Practical ideas you can use More free resources on the way
YOUR CUSTOMER RELATIONSHIP BASELINE
Know where to focus next.
Get an overall score, eight category scores, and three priorities matched to free guidance on this site. Think about your business over the past 90 days.
Short, useful guides for the conversations, decisions, and follow-through that build a better plumbing business.
THE PLUMBING BUSINESS PLAYBOOK · NO. 01
READY TO READ · FREE PDF
7 Costly Customer Relations Mistakes Plumbing Companies Make
Good work can still slip through the cracks. Find the everyday habits that cost you inquiries, estimates, and repeat customers, then start fixing them.
12 planned free eBooks to help you keep getting better.
A look ahead at the bookshelf. These guides are planned; titles and release order may change.
01
PLANNED EBOOK · SELLING
How to Close the Deal
Earn trust, explain value, handle objections, and ask for the sale with confidence.
Coming to the free bookshelf
02
PLANNED EBOOK · CUSTOMER SERVICE
Customer Service That Brings Customers Back
Set expectations, communicate clearly, and leave customers glad they called.
Coming to the free bookshelf
03
PLANNED EBOOK · FOLLOW-UP
The Follow-Up Fix
Build a simple routine for unanswered estimates, open questions, and promised callbacks.
Coming to the free bookshelf
04
PLANNED EBOOK · COMPLAINTS
Turn Complaints into Comebacks
Respond calmly, put problems right, and rebuild trust after a disappointing experience.
Coming to the free bookshelf
05
PLANNED EBOOK · FIRST CONTACT
From First Call to Booked Job
Ask better questions, handle inquiries promptly, and make the next step clear.
Coming to the free bookshelf
06
PLANNED EBOOK · ESTIMATES
Estimates Customers Understand
Explain scope, options, pricing, and changes so customers can make confident decisions.
Coming to the free bookshelf
07
PLANNED EBOOK · COMMUNICATION
Keep Customers in the Loop
Use practical messages for arrival times, delays, progress updates, and changes to the job.
Coming to the free bookshelf
08
PLANNED EBOOK · REVIEWS & REFERRALS
Ask for Reviews and Referrals
Make a respectful request at the right time and make it easy for happy customers to respond.
Coming to the free bookshelf
09
PLANNED EBOOK · LONG-TERM RELATIONSHIPS
Service Plans That Build Long-Term Relationships
Explain ongoing care clearly and keep the promises that make a service plan worth renewing.
Coming to the free bookshelf
10
PLANNED EBOOK · PERSONAL SERVICE
Make Every Customer Feel Remembered
Use customer preferences, service history, and thoughtful follow-up to make service more personal.
Coming to the free bookshelf
11
PLANNED EBOOK · TEAM HABITS
Build a Customer Service Team That Delivers
Give the office and field team shared standards for handoffs, ownership, and follow-through.
Coming to the free bookshelf
12
PLANNED EBOOK · CUSTOMER RECORDS
Stop Losing Customer Details
Keep inquiries, job notes, commitments, and next steps organized in a dependable system.
Coming to the free bookshelf
A growing collection, built around real customer relationships. Check back for new eBooks, software, and practical resources.
LESS GUESSWORK. MORE FOLLOW-THROUGH.
Small tools. Useful next steps.
Try these free tools right here. Start with one customer relationship habit you can improve today.
01 / CUSTOMER RELATIONSHIP SCORE
Find the leaks in your customer relationships.
Twenty questions across eight areas, from the first call to repeat business. See your baseline score and a practical improvement plan immediately.
20 questions · Results immediately
02 / FOLLOW-UP HELPER
A better follow-up, without the blank page.
Turn a few details into a friendly estimate follow-up. Personalize the message, copy it, and use it in your own email.
Ready to copy · No account needed
LEARN IT. TRY IT. KEEP IT GOING.
Practical help for your next good habit.
Short lessons to go with your results. Start with the area that needs the most attention, then put one change into practice.
01First contact+
Make the first call count
A customer should know that you heard their request, whether you can help, and what happens next. One reliable inquiry routine makes that easier on a busy day.
Choose one place to capture inquiries from phone, email, and website messages. Record the request and who will respond.
Set a realistic response window during your stated business hours. Make your availability and emergency arrangements clear.
End each conversation with a specific next step. If you cannot help, say so promptly rather than leaving the customer waiting.
Good selling starts with understanding the problem and what matters to the customer. Clear explanations and suitable choices build confidence in the decision.
Ask about the problem, the desired outcome, timing, and any concerns before recommending work.
Explain suitable options in everyday language, including scope, trade-offs, and the value of doing the work correctly.
Check understanding, invite questions, and ask what the customer would like to do next. Avoid pressure, false urgency, and unnecessary work.
The final few minutes of a visit shape what a customer remembers. Explain what you did, leave the area tidy, and make the next step easy to understand.
Introduce yourself, confirm the work, and treat the customer’s property with care.
Explain completed work, demonstrate relevant controls, and give applicable care or maintenance instructions.
Provide clear paperwork and a way to raise concerns. Check for unanswered questions before leaving.
A concern needs an owner and a response the customer can rely on. Listen carefully, explain the next step, and keep the promises you make while resolving it.
Let the customer explain the concern. Summarize what you heard and check that you understood it.
Assign responsibility, agree on a realistic update time, and document what you are going to do.
Check back after the response. Look for a process improvement without demanding that the customer remove a review.
More eBooks, audio lessons, and video training are planned. Published resources will be linked here as they become available.
WHY WE'RE HERE
A good relationship is good business.
From the first phone call to the next service visit, how you treat people matters.
TradesProCRM is a free service to the plumbing industry, delivering customer relationship management coaching through eBooks and useful software. We focus on helping you become a better seller, provide better customer service, and keep good customers coming back.
We’ll keep adding practical resources you can use in the office, in the van, and between jobs.
START WITH ONE GOOD HABIT
Your next customer relationship can be your best one yet.
Hi, I'm Coach Copper and I specialize in helping plumbing firms build better customer relationships. Ask me anything you want from "How do I attract more customers?" to "How do I choose Customer Relations Management software?" to "How do I make new customers into long term customers?"
