For Edinburgh-based plumber and influencer, Ryan Mills, dealing with customers is a vital part of his day to day. Alongside a thriving business, he also runs a growing Instagram account under the name @rdmills88, where he creates targeted content for his 12,000+ followers. Wanting to know more about how Ryan deals with customer enquiries, leading plumbing and drainage manufacturer Wavin caught up with him to learn more about his experience and knowledge.
What are some of the most common customer queries you receive? Do you have to tailor your answers depending on the customer?
“How customers can save money is always a common question and as a result of the cost-of-living crisis, I’m getting more and more of these types of queries. I would say that a good half of my customer-base has asked me for cost-saving tips, including my thoughts on potential energy-saving devices like heat pumps.
“Rising energy costs are still a real concern for a lot of customers at the moment, and I’ve always advised them to rethink their current insulation and heating provisions to see where savings can be made. Small, simple changes can make a huge difference when it comes to saving money.”
Do you think your customers tend to trust your advice? How do you build this trust?
“Overall, I’ve always received good feedback when giving advice to customers, I think a key part of this is my honesty. I will always offer honest, sincere advice, even if it means another contractor doing the work. For me, the most important thing is that it’s the right solution for the customer.
“My Instagram channel has really helped me build trust with new customers. Usually, they’ve viewed my content before I work with them, so they can see that the work I deliver is of a high standard. A genuine nature also goes a long way in the trade, and this is key in building a returning customer base.”
Do you ever get called out to fix the work of customers who have tried to fix an issue themselves?
“I’m seeing more and more customers attempting DIY to reduce costs, but it’s more expensive to fix a customer-created problem, so I’d always advise customers to call a trusted professional when there is a plumbing issue. In the long-term, customers will be better off financially and can be assured that the issue has been fully, and safely, resolved.
“Occasionally customers have asked me to look over issues that they say they’ve fixed themselves. I’d recommend anyone in the trade to be vigilant when doing this and treat it as a job in itself. Even when quickly giving things a ‘once over,’ it requires your time and resource so customers should be charged accordingly for this service.”
What is the best way to deal with customer complaints?
“Luckily, I don’t receive a large number of complaints as I ensure the work I do is always done to the highest possible standard. Despite this, I would say that every complaint is different and in turn requires a different course of action.
“Complaints should be taken seriously and considered on an individual basis so that each can be rectified quickly with as little disruption as possible.”
Have any of your customers ever received bad advice from another installer which you’ve had to fix? How do you reassure them that your advice is accurate?
“There was one instance with a couple whose boiler had a lot of issues. The previous plumber hadn’t completed the installation properly, allowing the issues to build up and causing a larger problem that I had to fix. Unfortunately, I think they thought I was overstating the problems to get more money, so it was challenging to build this trust.
“I always recommend sharing examples of your work to build rapport with potential customers, and where necessary offering follow up appointments to reassure them that the issues have been thoroughly dealt with. By guaranteeing continued communication with the customer, you reduce the concern that the customer will once again be left needing to find a new tradesperson to fix the job.”
What advice would you offer someone new to the trade on dealing with customers?
“First impressions always matter, and I’d always advise other tradespeople to trust their gut. If something seems off, it most likely is. Although dealing with customers can often be a challenging part of the job, maintaining a positive and respected reputation is invaluable in this trade and should always be a top priority.
“As part of your commitment to building and maintaining this great reputation, keeping up to date with the latest products can really help. I find Instagram accounts, such as Wavin’s @hep2o account, great for seeing the latest news and advice. Good product knowledge exerts confidence when speaking to customers and understanding the latest innovations can help you deliver the best solutions for the customer.”
If you were working with another plumber who had more experience than yourself but was working inefficiently, would you be confident advising them?
“I’ve always said that learning from others is essential in such a hands-on trade, time-served doesn’t always mean that you’ve seen the problem you’re being faced with, so absolutely I would speak with them. In the long-term, the advice will most likely save them time and money whilst providing their customers with a better experience. I’m a fourth-generation family plumber and I’ve had to implement change to the business, despite others around me having more experience. Being in the plumbing trade should be an ongoing learning process, so suggestions on how to develop your business and enhance your day-to-day operations should always be welcomed.”
For more information about Wavin plumbing solutions visit https://www.wavin.com/en-gb/ or follow @hep2o 
on Instagram.
Want to keep up with Ryan?
Follow his Instagram account @rdmills88 for all the latest tips.
