At Mammoth Marketing, we’ve worked with numerous plumbing businesses and seen firsthand how essential phone calls are to growth and success. In fact, we’ve spent hours listening to phone calls, analyzing them, and working through data to discover where plumbing companies could improve their call management. The results are clear: if you’re not handling phone calls well, you’re leaving money on the table.
In this post, we’ll walk through the key findings from our research and show you how improving your phone calls can significantly boost your plumbing business. Plus, we’ll share tips on answering calls, managing leads, and using technology to streamline your process.
Why Phone Calls Matter:
Phone calls are the lifeblood of a plumbing business. They are often the first point of contact with potential customers and the main way to convert leads into jobs. It’s no surprise that businesses who prioritize their phone systems see more growth. However, many plumbing companies overlook this crucial part of the process, leading to missed opportunities.
Mammoth Marketing recently analyzed over 250 phone calls from a client, and the results were eye-opening. Despite having an effective marketing campaign in place, the business was missing a large number of phone calls—up to 60%. This is a common issue many plumbing businesses face, and it’s important to recognize the impact it can have on your bottom line.
Common Pitfalls Plumbing Businesses Face with Phone Calls:
Many plumbing businesses have a “good enough” mentality when it comes to answering calls, but this approach can be detrimental. Here are the common pitfalls we discovered during our analysis:
Poor Answer Rate:
It’s not enough to just have phones ringing. If your team isn’t answering the phone calls, you’re losing leads. Many plumbing businesses only answer about 40% of incoming calls. That’s a huge missed opportunity, especially if you’re running paid ads or working on improving your organic lead flow.Missed Calls During Off-Hours:
If your business isn’t answering the phone during off-hours—like early mornings or late evenings—you’re missing out on potential customers. This is the time when people come home, and plumbing problems tend to arise. Having a system in place that answers calls even when you’re not at the office can make a big difference.Relying on Voicemail:
A common excuse for not answering the phone is “We just call them back if they leave a message.” The problem with this? Most people don’t leave messages. Once they hit voicemail, they move on to the next plumber who’s available. If you want to grow your plumbing business, you need to ensure your customers can reach you when they need you.
Solutions for Improving Your Phone Calls:
At Mammoth Marketing, we don’t just highlight problems—we offer solutions. Here’s what plumbing businesses can do to improve their phone call management:
Utilize Answering Services:
For smaller companies, an answering service can be a game-changer. It may not be perfect, but it’s better than missing calls entirely. Services like Plumline help ensure your business doesn’t miss a single lead. These services can even book appointments directly into your calendar, reducing friction for customers and making it easier for them to do business with you.Train Your Team:
It’s not just about answering calls; it’s about handling them well. Mammoth Marketing recommends training your customer service reps (CSRs) to handle calls effectively and to always have a backup plan in case they’re too busy. A rollover call system ensures that no call goes unanswered, even if your team is engaged with another customer.Avoid Overloading the Owner:
Many plumbing business owners make the mistake of jumping in to answer calls themselves. While it might seem like a good idea, owners often have too much on their plate to provide the best service over the phone. Instead, focus on building a team of trained CSRs who can handle calls without burdening the owner.Implement a Rollover System:
If your team is busy, it’s crucial to have another person ready to answer the phone. A rollover system ensures that your customers aren’t left hanging. This might mean hiring a part-time employee or working with an answering service to ensure there’s always someone available to take the call.
Track Your Metrics:
Improving your phone call handling doesn’t end with just answering the phone. You also need to track your performance. At Mammoth Marketing, we recommend tracking key metrics to better understand your phone system’s effectiveness. Here’s what to measure:
Answer Rate:
How many calls is your team answering? If you’re not answering 95% or more of your calls, there’s room for improvement.Booking Rate:
Once a call is answered, how many of those calls are converted into booked appointments? Tracking your booking rate will help you understand if you’re converting enough leads into customers.Closed Jobs Rate:
Finally, track how many of those booked appointments turn into actual jobs. This is where you’ll see the real impact of your call handling. If you’re struggling to close jobs, it might be time to assess your customer service training or marketing approach.
How Improving Phone Calls Can Impact Your Revenue:
After working through the data, Mammoth Marketing found that increasing the answer rate and the booking rate had a massive impact on the client’s revenue. In fact, by improving these two key metrics alone, the company could triple its revenue.
If you’re struggling to grow your plumbing business and you’re unsure why, the answer might lie in your phone calls. By improving your answer rate, booking rate, and closing rate, you can significantly boost your revenue and scale your business.
Conclusion:
The importance of improving your phone calls cannot be overstated. Whether it’s answering more calls, training your team, or implementing a rollover system, there are many ways to ensure you’re not missing out on potential customers.
At Mammoth Marketing, we specialize in helping plumbing businesses grow by refining their marketing strategies and improving their operations. If you’re ready to take your business to the next level, we’re here to help.
Schedule a Consultation with Mammoth Marketing today at https://mammothforplumbers.com and let our team help you improve your phone call management and grow your business.
