What Plumbing Customers Ask Before They Call

Before calling a plumber, homeowners usually want to know whether you serve their area, whether you handle emergencies, what a visit costs, how soon you can come, and whether you're licensed and insured. Answering those on your website, in writing, helps the right customers call you and saves you from calls that won't turn into jobs.

Plumbers are often under a sink or on a roof when a new customer is looking them up. If your website can't answer their first question, they'll often just call the next company in their search results.

1. "Do you service my area?"

Sample answer: "We serve Redmond, Kirkland, Bellevue, Woodinville, and Sammamish. For addresses just outside these areas, send us your zip code and we'll let you know."

List cities or zip codes by name. "The greater Seattle area" leaves people guessing.

2. "Do you do emergency calls?"

Sample answer: "Yes. For burst pipes, major leaks, or sewage backups, call our emergency line at [number], 24/7. After-hours rates apply."

Also include the one thing every homeowner should do in a water emergency: "If water is actively leaking, shut off your main water valve."

3. "How much do you charge?"

Plumbers often avoid publishing prices, and customers know every job is different. Still, give them something:

• Your service call or trip fee
• Whether estimates are free
• Whether you charge flat-rate or hourly
• Typical ranges for common jobs, if you're comfortable

Sample answer: "Our service call is $X, which is applied to the repair if you go ahead. We quote a flat price before starting any work, so there are no surprises."

4. "How soon can you come out?"

Be honest about typical lead times. "Usually within 24 to 48 hours for non-emergencies" is better than an unrealistic "same day" promise.

5. "Are you licensed and insured?"

Include your license number. Customers increasingly check.

6. "Do you work on [specific thing]?"

Water heaters, tankless units, sewer lines, repiping, gas lines, remodels. List what you do, and just as important, what you don't ("We don't handle septic systems").

7. "Do you offer warranties?"

State your workmanship guarantee and how long it lasts.

8. "Do you work with home warranties or insurance claims?"

A common question after water damage. Say yes, no, or "depends," and explain.

9. "Can I get a quote from photos?"

If you do, say how customers can send them. If you don't, explain why an in-person visit is needed.

10. "What forms of payment do you take?"

Cards, checks, financing options for larger jobs.

Handling emergencies on your website

If you use a website chatbot, emergency questions need special care:

• Put your emergency phone number in the chatbot's content so it's always given out immediately.
• Include the shut-off valve advice for active leaks.
• Don't rely on a chat follow-up for true emergencies. The chatbot's job is to get the customer to your phone line fast.

For everything else (quotes, general questions, scheduling), a chatbot can answer and save the customer's name and email so you can follow up when you're off the job.

Running a similar business? See what HVAC customers ask when the heat goes out.

Frequently asked questions

Should plumbers publish prices online?

Publishing your service fee and how quotes work builds trust, even if exact job prices vary.

Can a chatbot schedule plumbing jobs?

Some connect to scheduling software. Others, like Proxxie, answer questions and save the customer's name and email so you can follow up and schedule.

What's the most important question to answer on a plumbing website?

Service area and emergencies. They decide whether a customer calls you at all.

How do I know what my customers ask?

Look through recent texts and emails, and ask whoever answers your phone.

Try it with your own business. Proxxie builds an AI chatbot from your content. Paste in your information or add pages from your website, test it, then add it to your site with one line of code. Start your free 14-day trial. No credit card required.