As a business reliant on local demand, customer service should be at the centre of everything you do in 2026. Happy customers will lead to word-of-mouth recommendations and repeat business, hello enquiries at no cost to you, and reviews that solidify your reputation as a leading company in the area.
Discover how you can optimise your offering this year to help ensure consistent quality.
How Plumbers Can Improve Customer Service Using Smart Software and Automation?
1. Assess Recent Feedback
Start with a thorough assessment of your feedback from 2025. Prioritise negative comments and look for any common themes you could address for quick wins this year. For example, if there were several comments about late arrivals, address your scheduling and consider building in more time between appointments.
It’s well worth looking at the positive comments as well, to find out what clients consider most important and where you’re already excelling.
Schedule feedback reviews at regular intervals throughout the year. This will give you early indicators of any problems with the potential to damage your business and help you maintain strong relationships with loyal customers. You should always respond to reviews and ratings, thanking them for their time and aiming to resolve any lingering issues.
2. Prioritise Quick Communication
One of the biggest frustrations for customers, across all industries, is slow response times. Usually, you’ll find people are happy to wait for appointments if they’re given a valid reason, such as you’re waiting for parts, but if they’re simply ignored, it’s almost certain they’ll get frustrated. This risks you receiving negative reviews and perhaps even losing out on those jobs altogether.
Decide a realistic timeframe for responses and aim to stay within this every day. This might include checking emails in set windows, such as first thing in the morning and at lunchtime, or setting up an autoreply with the promise of a response in a certain period.
Fast replies don’t have to mean constant phone access! A simple acknowledgement is the easiest way to buy yourself time without customers feeling put-out. Beware overpromising on turnaround and appointment times, it’s always better to under-promise and overdeliver.
3. Recommend Efficient Systems
Unlike in hospitality, when it comes to building renovations, the customer isn’t always right, and they will appreciate your help in saving them from making poor choices! Don’t be afraid to demonstrate your expertise and challenge initial ideas, recommending more efficient systems that will help them spend less on bills and bring value to their home in the long run.
Discuss available central heating systems and supplies to help them make an informed choice in line with their budget and lifestyle, comparing renewable energy systems with traditional gas boilers and promoting smart systems as providing greater flexibility and control. Float the idea of low-flow showerheads and taps and dual-flush toilets in bathrooms as water-saving measures that don’t disrupt day-to-day activities.
Bear in mind any legal considerations when advising clients. For example, new properties over 150m2 must have zoned heating systems, and thermostatic radiator valves (TRVs) are required on radiators in all new builds to help ensure compliance with the maximum flow temperature of 55°C as outlined in the UK Building Regulations Part L.
These conversations might feel awkward at first but often lead to additional work because people trust expert recommendations and want their home to have lasting, cost-effective functionality.
4. Embrace Special Software
Special software can help you manage essential admin so you can devote more time to doing what’s most important, helping your customers.
Adopt one core digital tool that manages enquiries, scheduling and payments all in one place. AI-enabled software can analyse information provided and make intelligent decisions, such as planning appointments by location for efficiency and prioritising emergency repairs.
Automatic invoicing will help to ensure you receive payments promptly, and don’t get behind on your own expenses. Reducing the likelihood of errors will help to ensure seamless customer service.
