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The 12-Week
Proactive Customer Service Program™
for Plumbing and Fire Protection Contractors
"Hi, Sam here. I own a Plumbing and Fire Protection company. We have a small team, we’re busy, and customer issues come up every day. My people know the trade—but when a customer has a question, concern, or unexpected request, they’re not always sure what to say or what to do next. Sound familiar in your company?"
"Here's a typical Customer Conversation in the field with our Plumber. At the site, Jenny’s customer brings up another issue before she leaves for the day.”
"Jenny listens carefully and gets the information. She just isn’t sure how far to take the conversation — or what should happen next."
“I know it's not Jenny's fault. It's mine.
I have always supported all Jenny's technical training to help her do the job right.
But, I have done nothing to support her customer service training.
So, that's the part of her job she struggles with.
“This week I asked Jenny and the team what customers are asking for in the field. Once we started talking about it, I realized how much my team was hearing — questions, concerns and future opportunities.”
“Just after that team meeting, I got a surprise. A bad customer Google Review. It bothered me because the work itself wasn’t really the problem. It came down to a misunderstanding between Jenny and her customer. And once it was online, it wasn’t just about that one customer anymore. Anyone considering us could see it.”
“That’s when I realized customer conversations weren’t just a service issue. They were affecting our reputation, our online reviews, our referrals and the customers we might never even get the chance to meet.
So, what if we trained customer service skills with the same discipline we bring to technical skills, safety and quality?”
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“Once I saw the problem, I started looking at our options. We could build something ourselves, pull together a few ideas, and try to coach it internally. We could bring in outside training. Or we could find something already built that fits the way our business actually works.”
“The issue wasn’t whether we could create something ourselves. We probably could. The question was whether we wanted to spend the time building, testing and organizing it—or start with a complete system we could customize and make our own.”
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“That’s when this program caught my attention. It was already built, it was specific to our kind of business, and because the files were editable, we could still shape it around our company. Take a look."
The 12-Week
Proactive Customer Service Program™
12 Weeks. Practical Customer Skills. Built into your work.
Review the week’s customer focus and get ready to lead a practical, relevant discussion.
Bring the team together for a focused 30-minute conversation around real customer situations and opportunities.
Take the week’s skill into the field and use it in real customer conversations.
Coach what worked, clarify what could improve, and help the skill become part of how the team operates.
Prepare for one customer skill. Keep it.
Huddle for the 30-Minute Customer Huddle™.
Apply the skill with real customers.
Reinforce it on the job. Repeat.
12 Weeks. 12 Customer Skills.
One Better Way to Work.
Week 1
Service-First Reset™
Week 2
First Call Confidence™
Week 3
Right Fit Check™
Week 4
Ask Before You Recommend™
Week 5
Translate the Trade™
Week 6
See It, Say It Clearly™
Week 7
The Quote Checkup™
Week 8
Calm Expert™
Week 9
Price-Only Trap™
Week 10
Follow Up to Help™
Week 11
Before It Breaks™
Week 12
The Next-Step Review™
Everything you need to run the program!
Stronger customer conversations can protect the business you’ve built — and help your team create more value from the customers you already have.
"I thought the program looked really good. So I searched for the price. It's $995.
So, quick math.
I am doing about $10 million a year in business. Just a 1% improvement in what we sell or service would be about $100,000. That puts the value of this program in perspective.”
“I also considered my time as an investment. I already have a one-hour weekly meeting where we talk about customers. I can use 30 minutes of that meeting for the Customer Huddle™ .
The program might help me be a better coach.
“OK, this program is making a lot of sense. It is the kind of system I can actually see us using. It fits the business, it fits the team, and it solves a problem we already know we have.
Okay. So what’s the catch?
Extra books?
More licenses? Additional fees?
“I looked into it. It's better than I expected. One price, no surprise extras, and the freedom to customize everything for our own company. We’re not just buying training materials—we’re getting a system we can make our own.
I'm sold.
How about you?
Are You Ready? ”
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