Industry Blogs

By Heather Ripley

Everyone loves getting great reviews.

Whether it’s a job performance review or a review from a customer on Google Business Reviews, having someone recognize your work is a feather in your cap.

But it’s how you deal with your negative reviews that really speaks volumes about your integrity.

Most home and property service companies know that positive reviews are their bread and butter.

Several studies have shown that about 90% of consumers read reviews before deciding to buy a product or hire a professional. This is particularly true for customers who need to hire a plumber, HVAC tech or electrician.

And, if you aren’t monitoring your reviews, you may be leaving your reputation up to your last review. If it’s a negative review and you aren’t addressing it, it could result in a lot of headaches for your business.

Dangers in Unanswered Reviews

Human nature, being what it is, means that when a customer is satisfied with the work their plumber did in repiping their old home, they aren’t as likely to go online to give a positive review.

Research shows that customers are more inclined to write negative reviews because of the way our brains react to negativity. When we’ve had a bad experience, our emotions are processed more thoroughly, driving us to let the world know we were wronged.

Human nature also means that not every job we have is going to go smoothly. Your team may try hard to please the customer at every job site, but sometimes things just go wrong. And when they do, you may be the recipient of a bad review.

When that happens, you need to acknowledge it publicly, even if you address it privately.

That’s why you need to dedicate an employee or a public relations team to monitor your reviews. And that person or team should also know when and how to respond.

If someone has taken the time to post a review online, even a bad one, their words should be acknowledged. It’s important that customers don’t feel their heartfelt expression of displeasure goes unnoticed. Not only does it make a more permanent adversary of your business, but it can make others who read the complaint have negative feelings about your company, too.

If someone writes a negative review and it sits there for weeks or months without a response, then others who are reading the review will get the impression that you and your leadership don’t care about their customers. Ignoring it doesn’t make it go away.

Managing Poor Reviews

So how should you handle a bad review?

The first thing you should remember is that your answer will be seen by anyone who views that page; therefore, you should always be considerate, apologetic and polite to any bad reviewer.

That can sometimes be hard to do. You’ve spent your blood, sweat and tears building your company, and it’s like your baby. But you can’t take offense and lash out. No one wins when the conversation devolves into a childish fight.

But you can manage your bad reviews professionally by:

1. Reading the review thoroughly and responding promptly. Don’t wait months to make amends or others reading the reviews may think that you don’t care.
2. Once you see a bad review, apologize immediately for the poor experience and acknowledge that something is wrong.
3. Take it offline. After your public apology, let the reviewer know that you are looking into the problem and either give them a number to call you or let them know you will be getting in touch with them.
4. Don’t try to sell your services. Turning any review – good or bad – into an opportunity to sell something shows poor taste. You have a whole website and an advertising budget for that.

Keep your responses short and professional, but always respond. And if you don’t have the time or the temperament to respond professionally, hire an employee in-house or a PR or reputation management team to help you.

After all, your business is only as good as your last review.

Heather Ripley is founder and CEO of Ripley PR, an elite, global public relations agency specializing in the skilled trades, franchising and B2B tech industries. Ripley PR is recognized as the top PR agency for the home service industry. It also has been listed by Entrepreneur Magazine as a Top Franchise PR Agency for six consecutive years and was named to Forbes’ America’s Best PR Agencies for 2021. Heather Ripley was recently named as a 2024 PRNews Top Women honoree in the business entrepreneur category. She is also the author of “NEXT LEVEL NOW: PR Secrets to Drive Explosive Growth for your Home Service Business,” which is now available on all audiobook platforms. For additional information, visit www.ripleypr.com.

By Tim Burge

Recent insights from Bloomberg and the U.S. Bureau of Labor Statistics highlight a pressing issue within the U.S. economy: a notable shortage of skilled tradespeople, especially plumbers, leading to significant service delays and broader economic concerns. This shortfall is not confined to plumbing alone but spans across all trades, including installation, maintenance, and repair sectors. With an estimated 582,100 job openings emerging annually in these areas, the urgency to bridge this gap cannot be overstated.

Historically, trades careers have been deeply rooted in familial traditions, with expertise meticulously cultivated through years of apprenticeship and where knowledge is passed down from one generation to the next. However, as we surge forward in a digital age characterized by swift technological progress, the traditional charm of trades careers has waned, particularly among younger generations. The consequences of this shift are profound, touching not only on the crisis of labor availability but also on the operational efficiency and enduring viability of essential services.  Simply put, without skilled technicians in trade jobs, critical aspects of infrastructure cannot be maintained.

However, the rise of emerging technologies is beginning to rectify the problems accumulated from a tradespeople shortage in the United States and beyond. These technologies allow for quicker access to information for these workers, as well as easing the managerial issues found by service managers.

AI as a Catalyst for Change

Artificial intelligence (AI) is emerging as a transformative tool in addressing the labor shortages within the trades. By simplifying troubleshooting and operational tasks, AI technology makes trade jobs more accessible and appealing to a technologically adept generation. This integration not only aims to fill the current gap but also to ensure the sustainability and appeal of trades careers for the future. The automation of complex diagnostic tasks into more manageable procedures reduces barriers for newcomers, enhancing the trade’s attractiveness and easing the pathway for new talent. In lieu of relying on the knowledge of veteran tradespeople — a group of workers retiring in droves from their trade careers —, AI can take the role of a mentor and copilot for those looking for answers on the job.

The Nature of Trade Jobs is Changing

As AI streamlines technical tasks, there’s a notable shift in the trade job landscape towards a more customer service-oriented focus. Customers are expecting more and more out of those they hire to complete their service jobs. This evolution means that soft skills such as communication, empathy, and problem-solving are becoming increasingly crucial. The role of tradespeople is expanding beyond the technical to encompass customer engagement and service, positioning them as both skilled technicians and valuable customer advisors.

This shift, supported by AI, presents an opportunity to redefine the trades, making them not only about technical proficiency but also about building strong customer relationships. By prioritizing soft skills alongside technical knowledge, tradespeople can better meet the evolving needs of their communities, ensuring the profession remains relevant and respected in an increasingly automated world.

Attracting the Next Generation

The average age of skilled tradesmen in the United States is 55, making the oncoming retiring age of many of those in the trades industries a critical issue. Today’s youth are digital natives, and their integration into the trades requires a shift in perception — viewing these careers as not only hands-on but also technologically advanced.

Demonstrating how AI and other digital tools can enhance job performance, efficiency, and satisfaction is essential. By leveraging technology, we can make these jobs more desirable, highlighting the innovative aspects of trade work that align with the interests and skills of younger generations.

Future-Proofing Through Technology

The adoption of AI in the trades also plays a pivotal role in ensuring the longevity and resilience of these services. With technology, we can optimize operations, reduce errors, and enhance service delivery, thus ensuring that the essential services provided by tradespeople remain robust against future challenges.

Moreover, the financial implications of not addressing this gap are significant. Research from AI and data company Aquant indicates that the cost of poor-performing talent can be up to 80% higher than that of top performers. This discrepancy underscores the importance of leveraging AI to not only attract but also retain and train high-performing talent, ensuring the economic viability of these trades.

What the Future Holds

As we navigate the challenges posed by labor shortages in the trades, AI stands out as a crucial ally. Its ability to simplify diagnostics, attract new talent, and ensure the sustainability of essential services highlights the importance of technological integration in the trades. While the implementation of AI and other digital tools represents a departure from traditional methods, it is a necessary evolution to address current challenges and future-proof these vital industries.

The dialogue on integrating AI into the trades is ongoing, and experts are continuously exploring innovative approaches to leverage technology in addressing the labor gap. By embracing AI, the trades can not only overcome current obstacles but also secure a robust, efficient, and sustainable future.

About Tim Burge

Tim Burge, Director at Aquant, specializes in using advanced technologies to address real-world business challenges. With a strong background in the B2B software industry, his ability to merge technical know-how with business needs has made him a vital asset in driving innovation at Aquant, especially in the field service and contact center sectors.

CPVC is the only residential plumbing material that is immune to degradation or corrosion from exposure to chlorinated drinking water. CPVC is even unaffected by drinking water treated with aggressive methods that can increase the likelihood of premature failure in PEX and copper systems such as chlorine dioxide and chloramines. That means CPVC failures can almost always be traced to one of two causes: installation error or exposure to incompatible chemicals.

The Solvent Weld Process for Copper Tube Size CPVC

CPVC uses a solvent weld process to permanently weld fittings to pipes. When the process is performed properly, the pipe and fitting are fused into a single piece that creates a joint that is stronger than the pipe or fitting on their own. For plumbers who work with CPVC regularly, the solvent weld process gets to be second nature. But if you are new to CPVC, here are a few tips to keep in mind when using solvent cement. The tips provided are specific to Copper Tube Size CPVC (which is typically tan in color) and may not apply to IPS Schedule 80 CPVC (which is typically gray in color). Always consult your manufacturer for specific installation instructions.

• Use the right cement: Copper Tube Size CPVC can use one-step cement, such as FlowGuard® Gold 1-Step Yellow or new High Contrast Green Cement. The use of green solvent cement with CPVC was added to the 2024 codes of all major bodies to make it easier to visually inspect an installation.Because service plumbers often need to make repairs quickly and get to the next job, a specially formulated solvent cement, Oatey® Orange Lava, was developed. It enables one-step cure times as fast as 15 minutes for cold water lines. Always verify code requirements and follow the solvent cement manufacturer’s recommendations for cure times and installation procedures.
• Cut square and chamfer: Before applying solvent cement, the pipe should be cut square, and any tailings and bevel on the pipe end removed by chamfering.
• Avoid dry fits: A dry fit is simply putting a pipe and fitting together without applying solvent cement. This approach can increase the likelihood one or more fittings will not be solvent welded. Welding the system joint by joint is a better practice. You should check the fit of the pipe before assembling the joint. Without solvent cement, the pipe should fit tightly inside the fitting without bottoming out.
• Apply the right amount of cement: A good practice is to apply a heavy, even coat of one-step solvent cement to the outside of the pipe end. Then, using the same applicator without additional cement, apply a thin coat inside the fitting socket. Excess cement should not be allowed to puddle in the fitting assembly.
• Bottom out the pipe in the fitting: The more surface area of pipe that contacts the fitting, the stronger the bond. After the cement has been applied, the pipe should be inserted until it bottoms out against the fitting.
• Watch extreme temperatures: According to manufacturers of one-step CPVC solvent cement, the cement works best in temperatures between 40° F and 110° F. Outside that range, special precautions should be taken. Cements will cure more quickly in high temperatures and more slowly in cold temperatures. Check the can of solvent cement for proper working temperatures.

Expansion and Contraction

All piping materials will expand and contract based on differences between the installation and operating temperature of the system and changes in the temperature of the water flowing through the pipe. FlowGuard Gold CPVC can expand about 1 inch per 50 feet of straight length of pipe per 50°F temperature increase. If expansion and contraction aren’t accounted for in installation, the stress caused by this expansion can rise to 1200 psi. Because of CPVC’s incredible strength, this may not cause immediate failure in the system, but long-term exposure to these extreme stresses can cause failures after years in service.

In many cases, normal changes of direction can be enough to account for expansion and contraction provided the natural movement of the pipe is not restricted and there is adequate spacing between elbows and hangers. Overtightening pipe hangers may also restrict lateral movement of the pipe. For long, straight runs, loops or offsets can be used. If you have any questions, consult the manufacturer’s installation guidelines.

Chemical Incompatibility

If properly installed CPVC pipe experiences a failure, the likely culprit is contact with incompatible chemicals. Depending on the type and amount of incompatible chemical a pipe is exposed to, the failure may happen quickly or could take years to develop. For example, CPVC can be softened over time by the plasticizers contained in some rubbers and flexible vinyl products, so these materials should be prevented from contacting the pipe or fitting.

Service plumbers are most likely to encounter chemical incompatibility under sinks where the pipe can be exposed to surfactant chemicals found in some household cleaners. In these situations, a CPVC-to-copper stub-out should be used instead of stubbing out with a length of CPVC pipe.

The FBC™ System Compatible Program can be used to identify materials that are compatible and incompatible with FlowGuard Gold, BlazeMaster and Corzan CPVC. For other brands of CPVC piping, consult with the specific manufacturer(s) for compatibility information.

Handling Aged Pipe

As it ages, CPVC naturally becomes more rigid and may even show signs of discoloration. These changes do not reduce the expected service life of the pipe when properly installed. In fact, the pressure-bearing capability of CPVC pipes actually increases with age. But aged pipe should be handled and cut differently than new pipe. A C-style tubing cutter, fine-tooth saw or wheel cutter should be used when servicing CPVC. Ratchet cutters or shears are generally not recommended.

The Professional Plumber’s Choice

Professional plumbers appreciate CPVC because it is easy to work with and results in a clean, professional installation that highlights the plumber’s craftmanship and commitment to quality. For more information on CPVC, including step-by-step installation instructions and other resources, visit flowguardgold.com.

Jonathan Simon is the North American residential plumbing manager for Lubrizol Advanced Materials Inc., the parent company for FlowGuard Gold Pipe and Fittings.

By Nikole Smith, Director of Product Management, Successware

Small business owners in the home service industries are on a constant quest for the tools and resources that will help them streamline and grow their operations. Two areas of potential growth that can help increase revenue with the right business management software: managing maintenance and service agreements, and closing the deal on opportunities that generate new sales with existing customers. Let’s take a look at a few ideas for each and some best practices to consider when choosing a platform to manage them.

Maintenance and Service Agreements

Maintenance visits can be used to fill the dispatch board during slower periods, and servicing customers’ equipment proactively ensures it’s less likely to malfunction during peak times. This is why maintenance and service agreements are essential ingredients of a consistent revenue stream.

Encourage your team to once a month reach out to customers who have unscheduled maintenance agreements. The customers will appreciate a proactive approach, and your team can fill in jobs on the dispatch board, creating a steady flow of work. Consider printing labels for a direct mail campaign or creating an email blast if you do not have the manpower to call them. Both are cost-effective ways of marketing to customers and reminding them they have a service due.

When agreement renewal dates approach, it’s a good time to reach out to the customer and ask about extending their agreement. You will want to pull a list of those who have expiring agreements and create a renewal document that can be mailed or emailed. The renewal document should include the coverage period and price of their agreement, as well as a renewal slip. Consider also including a marketing incentive that will entice the customer to continue doing business with your company, such as an opportunity to save 10% if they renew by the end of the month.

Managing agreements and marketing to these customers needs to be easy and time efficient so you can get the information you want without the hassle. This is where a robust business management software will help when it comes to searching and filtering agreements. You want to be able to view visits due by a particular date range, sort by equipment age, or filter by scheduled or unscheduled agreement visits.

Envision pulling up the customer record screen and having access to the related agreements right there without having to manually search. You can see if the customer is past-due for a maintenance agreement visit or if they have one coming up, then schedule it while on the phone with them. When a customer decides to renew, an invoice can be quickly generated and payment taken right there on the phone to make the agreement active. These are the types of platform features that will help your business get the most out of maintenance and service agreements.

Opportunities for Future Work

When technicians are at a job-site, they have a first-hand look at your customers equipment and can help identify any potential repairs or replacements they may need completed. These opportunities can help drive future sales and can range from necessary tasks like equipment repair to recommending optional purchases such as extending a warranty or signing up for a service agreement. Better yet, anyone on your team can identify them. From calls with new clients to finding sales leads on the job site, call takers and technicians alike should be getting in on the action.

After that, it’s up to the sales team or your back-office to follow through on these identified opportunities. Tracking follow-up dates is vital to ensure timely communication with the customer and simplify the sales team’s prioritization efforts. Again, this is where the right software with a flexible and well-appointed central hub can work wonders to streamline the process.

Consider creating custom opportunity codes in your platform to help organize opportunities. These codes can describe the nature of the opportunity and the customer’s specific needs and allow them to be tracked by job type or potential revenue. They will come in handy when you want to filter customer records based on follow-up requirements or job type. You also want space for making notes about customer interactions – what was spoken about and direction for future follow-up.

The right software will help create a sales job from the opportunity once the customer agrees to an estimate or to have the job completed. A good software system will also help track employees who had a hand in getting the opportunity to a booked job. The employee who identified the opportunity and the salesperson who reached out to the customer should be on the opportunity/sales job and carry over to the invoice, ensuring the proper people get a commission for the jobs they convert.

Managers need comprehensive reporting capabilities to track their team’s performance and get a snapshot of how much additional revenue is being brought in from opportunities. When these reports are segmented by opportunity codes, it’s easier to identify which opportunity types have the highest closing rates and which need improvement. Effective reports can help monitor employee productivity, showing the number of calls being made, appointments converting to jobs and what is being sold and billed to customers.

When you have access to reports that show how many opportunities each technician is identifying in the field, that information can be used to coach them on how to better identify things that may need to be repaired, replaced, or offered to customers.

Choosing the Right Business Software

Managing agreements and opportunities doesn’t have to be complicated. With the right business management software, your team can easily track these customers and market to them, as well as identify and pursue new jobs that are there for the taking. It’s a win-win-win for you, your employees and your customers.

Nikole Smith is an experienced Product Management leader with more than 20 years in the software and technology space. As Director of Product Management at Successware, Nikole leads diverse projects and initiatives from strategy development to implementation. Nikole is a master when it comes to analyzing critical business requirements and identifying gaps and potential opportunities. She has vast experience in both the hospitality and technology industries. Prior to Successware, Nikole worked for Choice Hotels International for 17 years.