STUCK FOR
THE WORDS TO SAY
TO COMPLAINING CUSTOMERS?

 

 

WANT TO GET YOUR HANDS ON SOME PRE-WRITTEN TEMPLATES, SPECIFICALLY FOR THE PLUMBING INDUSTRY...

And in particular for those customers complaining about price...
Then look no further.

 

 

THIS EMAIL RESPONSE TEMPLATE PACK HAS 5 OF OUR FAVES

Each one designed to save you a stack of wasted time trying to work out what to say. 

RESPONSE 1

 

 

THE CUSTOMER COMPLAINT "BREAKDOWN" TEMPLATE

 

This one tackles the typical price complaint and uses a breakdown of what's involved in all the expenses of running a plumbing business.  It's a fairly generalised email that can be sent off to most customers complaining about price.

Here's a sample:

I'm responding to your Phone Call expressing dismay about our prices.  Yes we do charge more than some other companies in the area, though not as much as others. Our prices aren’t set by happenstance, nor are they set to a level we think the market will bear.  Neither are they set to what our competitors charge (that would be price fixing).....

RESPONSE 2

 

 

THE CUSTOMER COMPLAINT
'GENERAL' TEMPLATE

This one tackles the typical price complaint of someone wanting you to go over your invoice or break it down because it seems 'wrong'.  It's another fairly generalised email that can be sent to many without too much tweaking.

Here's an excerpt:

I am a firm believer you get what you pay for. We supply reliable, honest service, well trained efficient and friendly staff, we accept responsibility for our work, and all of this is provided at a fee agreed to before we solve your problem.  I may be a tad different but I don’t wish to supply service, fixtures or materials to you or anyone else that...

RESPONSE 3

 

 

THE CUSTOMER COMPLAINT "BLOCKED DRAIN" TEMPLATE

Have you ever put your prices up... maybe because you went from using an eel to a water jetter? Only to find you get a price complaint and you're now chasing an overdue bill. Well this template is for you - whether it's just a price increase in general or more specifically for blocked drains, we've got you covered.

Here's a sample:

As per a phone conversation with you back in May of this year, we understand there is a problem with payment of our Invoice (insert #), dated (insert date). The concern was with the price charged for the clearing of your blocked drain, and reference was made to what we charged the previous time we cleared your drain....

RESPONSE 4

 

 

THE CUSTOMER "PRE-EXISTING DAMAGE" TEMPLATE

Have you ever had a customer try to pin pre-existing damage on to you. And claim that it was a result of the work you did on that day.... well this stops now.... Apart from making sure you now take photos of all jobs that you're on, to back you up, we've got a cracker of an email to send to them.

 

RESPONSE 5

 

 

'STAFF DRIVING BADLY' TEMPLATE

Do you know what your plumbers get up to on the road, whilst they're driving your work trucks?  Have you ever received a complaint from a concerned and very upset member of the public about their driving? Do you know how badly this can reflect on the whole business? This template has got you covered.

 

 

 

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