Customer retention - Articles | Plumbing & Mechanical

Quality Heating Cooling Plumbing & Electric team

Serving Beyond the Service Call: Building a People-First Trades Business

Why human connection, not hustle or hype, is the real differentiator in residential HVAC and plumbing

July 22, 2026

In a business driven by efficiency and productivity, Cassie Pound believes the greatest competitive advantage is human connection. Learn how her people-first approach to leadership, hiring and customer service has built a culture of trust that extends far beyond the service call.

Contractor's Corner | Dave Yates

Contractors who respond to punch lists with professionalism — not defensiveness — earn lasting trust

Punch list

Dave Yates

April 10, 2026

Sometimes the smartest move on a punch list isn’t proving you’re right; it’s protecting the relationship.

And so it flows - The Cost of Missed Calls

And So It Flows Podcast

Podcast: The cost of missed calls

How missing calls can affect your business, your revenue, and your reputation.

Kristen R. Bayles

March 17, 2026

In this episode of And So It Flows, Kristen Bayles spoke with Jane Blanchard, head of brand and marketing at Service Forge, about a challenge many contractors underestimate: the true cost of missed calls.

Two construction workers discuss renovation plans in a partially finished kitchen, with the female holding a power drill and the male reviewing notes. The room contains new cabinets and scattered materials.

The Blue Collar Coach | Kenny Chapman

The power of recognition in retaining top talent

How showing your employees that you appreciate them is the key to success.

Kenny Chapman

June 20, 2025

In the unpredictable economy of 2025, businesses that value their employees gain a competitive edge. In the skilled trades, companies that retain top talent do more than offer higher pay; they create supportive work environments where team members feel acknowledged.

Plumber explaining to a client the problem with her kitchen sink before fixing it.

Service Plumbing Pros | Matt Michel

Two dozen ways to be easy to do business with: part II

Twelve tips to make sure that your customers keep coming back.

Matt Michel

June 19, 2025

Are you easy to do business with? You might think so, but there's always room for improvement. Here are twelve ways to make it easier for others to work with you. How many do you practice?

Guest Editorial | Tom Sheahan

How to utilize two-way texting with customers

Bolster customer communication and satisfaction using two-way texting.

Tom Sheahan

November 13, 2023

Two-way texting, when a customer can proactively text your business and receive a response or have an entire digital conversation, offers a way to bolster client communication and as a result, satisfaction.

Working from home won’t last forever

Tammy Vasquez

September 30, 2020

Categorized as essential even in lockdown states, home service professionals have to balance protecting the health and safety of their teams with the needs of their customers.