Step 1: Initial Contact and Qualification

The first interaction sets the tone. When a potential new client calls or submits an online request, your team needs to quickly gather essential information.

Key details to capture upfront:

• Client’s full name, address, and contact information.
• Nature of the request (repair, replacement, new installation, maintenance).
• Type of water heater (gas, electric, tankless, etc.) and approximate age, if known.
• Description of the issue (no hot water, leaking, noisy, etc.) or installation needs.
• Urgency of the situation (emergency vs. routine).

This initial qualification helps you determine if the job fits your service area, expertise, and current schedule. Using a good CRM or service management software like ServiceTitan (https://www.servicetitan.com), Jobber (https://getjobber.com), or Housecall Pro (https://www.housecallpro.com) can streamline this data capture and scheduling process.

Step 2: Thorough Discovery and Assessment

Whether it’s a repair or installation, a thorough assessment is non-negotiable. For repairs, this involves diagnosing the specific problem, identifying necessary parts, and estimating labor time.

For installations or replacements, the assessment is even more critical. You need to evaluate:

• The existing system’s condition, location, and venting.
• Access limitations in the home.
• Required permits or code upgrades (e.g., seismic straps, expansion tanks, updated shut-off valves).
• The client’s specific hot water needs, budget, and energy efficiency goals.

This discovery phase isn’t just about identifying the core job; it’s about uncovering potential complexities and opportunities to offer value-added services or recommend higher-efficiency units. This prevents surprises during the job and ensures accurate pricing.

Step 3: Presenting Solutions and Pricing Options

This is often where service businesses struggle, but it’s a vital part of the new client process plumbing. Simply handing over a single price isn’t effective. Instead, present options based on your assessment.

Consider offering tiered solutions for replacements (e.g., Basic, Standard, Premium) or repairs (e.g., Minimum required fix vs. Recommended comprehensive repair including preventive checks). Clearly outline what’s included in each option, highlighting the benefits of each level (e.g., warranty length, energy savings, features).

This is also the place to clearly present any add-ons like upgraded anode rods, installation of expansion tanks, pressure regulator checks, or annual maintenance plans.

Static quotes or spreadsheets can make presenting multiple options and add-ons confusing for clients. If you find this process cumbersome, a tool like PricingLink (https://pricinglink.com) can revolutionize how you present pricing. PricingLink allows you to create interactive, configurable pricing pages clients can access via a simple link. They can select options and see the total price update live, making it transparent and easy to understand. PricingLink is specifically designed for this interactive pricing presentation step.

Note: PricingLink is focused solely on the pricing presentation and lead capture step. It does not handle full proposals with e-signatures, contracts, invoicing, or project management. For comprehensive proposal software including e-signatures, you might look at tools like PandaDoc (https://www.pandadoc.com) or Proposify (https://www.proposify.com). However, if your primary goal is to modernize how clients interact with and select your pricing options, PricingLink’s dedicated focus offers a powerful and affordable solution.

Step 4: Addressing Questions and Securing Commitment

Be prepared to answer questions about the proposed solutions, pricing, warranty, and timeline. This is your opportunity to build trust and reinforce your value.

• Explain the ‘Why’: Don’t just state the price; explain why certain repairs or upgrades are recommended and the long-term benefits to the client (e.g., ‘This upgrade will save you X dollars annually on energy bills’, ‘This warranty provides peace of mind for Y years’).
• Be Transparent: Clearly explain payment terms and financing options, if available.
• Handle Objections: Listen actively and address any concerns the client may have about cost or scope.

Once the client is ready to move forward, clearly define the next steps for formalizing the agreement and scheduling.

Step 5: Formalizing the Agreement and Scheduling

A clear agreement protects both parties. This can be a formal contract or a detailed quote/estimate outlining the scope of work, materials, labor, total price, payment terms, and warranty information. Ensure the client receives and understands this document.

Using digital tools for sending and getting approval on estimates/quotes (many CRM/service management platforms offer this) can speed up this phase. If you used an interactive pricing tool like PricingLink, the client’s selected configuration serves as the basis for your formal agreement document.

Once the agreement is finalized, schedule the work promptly and confirm the appointment details with the client.

Step 6: Pre-Service Communication and Project Execution

Keep the client informed leading up to the service date. Send reminders, confirm arrival times, and let them know what to expect on the day of service (e.g., who will arrive, how long it might take, if water will be shut off).

Execute the job efficiently and professionally according to the agreed-upon scope. Communicate any unexpected issues immediately and get client approval before proceeding with additional work that impacts the cost or timeline.

Step 7: Post-Service Follow-up

The onboarding process doesn’t end when the work is done. A follow-up shows you care about their satisfaction and can lead to repeat business and referrals.

• Final Walkthrough: Ensure the client is happy with the work performed.
• Payment: Process payment smoothly according to the agreed terms.
• Check-in: A few days later, call or send a message to ensure everything is working correctly.
• Request Review: Politely ask satisfied clients for online reviews on platforms like Google, Yelp, or industry-specific sites.
• Maintenance Plans: Offer information on recommended annual maintenance to extend the life of their new or repaired water heater and establish a long-term relationship.