Vent: My top guy fixes leaks fast but scares off repeat business

Tbh, I've got this plumber on my team who's amazing with pipes and can solve any issue in no time. Ngl, when he shows up, the job gets done right and quick. But his way with people is rough, and clients often don't call back even when they're happy with the work. I used to focus only on how fast we could finish a job, sure that was what mattered most. Now I'm seeing that if customers don't feel comfortable, they won't stick with us long term. It's got me wondering how to train someone who's set in their ways to be a bit more friendly. I've tried talking to him about it, but he says the work speaks for itself. How do you balance having a skilled worker who drives business away without meaning to?

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3 Comments

hugopark6mo ago

In my area, plumbers with attitude keep busy if they're reliable and fast.

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markm276mo ago

Skills beat personality every time.

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walker.grace6mo ago

That's a good point about reliability being the real key. Even @markm27's point about skills is part of that, because you need the know-how to be fast and fix things right the first time. A bit of attitude gets forgiven if you show up when you say and the leak stays stopped. People just want their problem solved without more hassle.

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