The Plumber Who Transformed His Business: How Plumbing and HVAC Strategies Changed the Game for a Small Company
Once upon a time, there was a plumbing and HVAC business owner at a crossroads. The company had run smoothly for years, but growth had stalled, and it was time to find a new way to attract clients and boost revenue. This plumber, let’s call him Marco, knew he needed to do something different to get to the next level. So, he called his team of managers and technicians together for a strategic meeting.
Marco found himself sitting in the waiting area of a Tesla dealership while getting some quick maintenance done on his car. Observing the professional and efficient environment, he realized his own business needed a significant transformation like this. He knew organization and strategy were key, so as he waited, he started to outline a plan in his mind.
The Big Meeting: Reviewing Revenue and Challenges
One morning, Marco gathered his team. He knew it was crucial to review all the key points of the business and identify ways to grow. “We need to focus on what’s working and fix what isn’t,” he began.
1. The Good and the Bad: High and Low Revenue Jobs
Marco reviewed the jobs that had generated the most revenue over the past few months. They had completed some dream jobs worth $13,000 and $11,000 each. But how did they land these big-ticket jobs? Most of them came from cross-referrals between the HVAC and plumbing departments. When the HVAC technician built trust with the client, the plumber was then called in as the expert, and the sale was closed smoothly.
However, there was also a long list of low-revenue jobs. The $49 water heater flushes, for example, were quick, low-paying tasks that didn’t always convert to larger sales. “We need to change our approach to maximize these opportunities,” Marco suggested. The idea was to get into the customer’s home with a small service and then leverage the chance to offer additional services, such as home safety inspections and cross-sells.
2. Changing Strategy: Drains as the Key
As they discussed the upcoming months, Marco remembered that winter was just around the corner. “Water heater replacements will be in high demand during the winter,” he said. “So for now, let’s focus on drains.” Marco discovered that drain cleaning, camera inspections, and drain system repairs were services that could quickly bring in higher revenue.
“If we get in with a drain cleaning, we can find bigger problems that will open opportunities for high-ticket repairs,” Marco concluded. The strategy was simple: stop promoting water heater flushes and redirect all marketing efforts to drains.
3. The Sales and Follow-Up Plan
Marco and his team also discussed the importance of following up on estimates and unsold opportunities. Too many jobs had zero revenue, and too many quotes were left hanging. “If we don’t have a structured follow-up process, we’re leaving money on the table,” Marco emphasized.
Additionally, they agreed to offer free drain inspections to HVAC customers after completing an installation job. “If we can get in with a free service, we can sell them more plumbing work,” a technician pointed out.
Actions and Implementation Plan
The meeting moved forward, and ideas quickly turned into concrete actions. Marco shared a document with his team to organize the next steps. “This will be our new guide to track the progress of all our actions,” Marco said, highlighting the key ideas for maximizing revenue.
- Pause Water Heater Promotions and Focus on Drains: Marco decided to shift the entire marketing budget to drain cleaning promotions. The idea was to attract more customers in need of this service, which would allow them to offer camera inspections and additional repair services.
- Cross-Sell and Upsell Effectively: To get the most out of each $49 service call, the team decided to implement home safety inspections. “We can inspect the water systems, gas lines, and drains,” Marco suggested. And if they found an issue, they would have the opportunity to offer repairs or upgrades.
- Accountability for All: Each team member would have a specific role to ensure all actions were completed. The marketing team would shift campaigns to focus on drains, technicians would offer safety inspections at the end of a job, and Marco would ensure everyone stayed on track.
Marco’s Transformation Story
With the plan in place, Marco started to see results quickly. Drain jobs increased, and with each camera inspection, they uncovered more and more opportunities for repairs and upgrades. The business not only increased its revenue but also started to see more repeat customers seeking additional services.
In the end, Marco realized the secret to a successful business wasn’t just offering great service; it was strategically seizing every opportunity. Sometimes the smallest change—such as redirecting a marketing campaign or offering a free inspection—can have the biggest impact on a business’s growth.
The Moral of the Story? When it comes to plumbing and HVAC, the key is to work smart, focus on high-value opportunities, and always be ready to pivot your approach to meet your customers’ needs. Marco’s story is a reminder that success in the service industry depends on adapting to customer needs and maximizing every opportunity that comes your way.