Topaz Case Study
Plumbing Company Increases Year-over-Year Business by 33% with Sales Training
Santana Bros focused heavily on technical plumbing details, often overlooking the importance of customer relationships, which hindered their ability to build trust and loyalty with potential clients.
Without a solid background in sales or marketing, the company struggled to effectively communicate the value of its services, missing opportunities to convert inquiries into sales.
The brothers’ approach to customer interactions varied, leading to inconsistent service experiences, which failed to establish Santana Bros as a reliable option in the local plumbing industry.
Miguel revisited the Buyer Facilitator training by Topaz to revitalize Santana Bros’ sales approach. This training emphasized building relationships and trust before addressing plumbing issues. We coached Miguel to engage with customers by actively listening to their needs and collaborating on solutions, which ensured a pressure-free experience focused on customer satisfaction.
We worked with both brothers to standardize their customer interaction protocols. This uniform approach ensured that all customers received the same level of care and attention, regardless of which brother they interacted with, enhancing the overall reliability of Santana Bros.
To support the increased business volume resulting from improved sales tactics, we assisted in strategically hiring two additional plumbers. This expansion was facilitated by applying Topaz’s hiring principles to identify candidates who had the requisite technical skills and aligned with the company’s commitment to exceptional customer service.
By integrating the Buyer Facilitator methodology into their sales strategy, Santana Bros Plumbing not only increased their business by over 33% but also enhanced their reputation within the community.
Focusing on customer needs and building trust transformed one-time clients into loyal customers, generating steady referrals.
With a more capable and aligned team, Miguel and Freddy continue to offer unparalleled service, ensuring that every customer experience reflects their core values of reliability and customer focus.
