Practice
Pick a customer. Make the call.
Every customer has a story, a budget, and a worry they have not told you yet. Find it.
Bathroom sink clog, simple clear
Retired school secretary. Lives alone in the house she has owned for 34 years. Polite, careful, and slow to decide.
Customer's faucet, failing shutoff valves
Sales director working from home today, in and out of calls. Wants this handled quickly.
Old garbage disposal, jammed and leaking
Works from home with two kids under six in the house. Friendly, busy, and on the phone a lot.
Running toilet, repair or replace
Recently retired and very organized. Has her paperwork ready and expects things done exactly as promised.
110 psi and a failing pressure regulator
Product manager at a software company, working from home today. Friendly and quick, and he has already read a lot about this job online.
12-year-old tank, no hot water
Retired school secretary. Lives alone in the house she has owned for 34 years. Polite, careful, and slow to decide.
Drinking water filter question, in Spanish
Homeowner who prefers to speak Spanish and understands some English. Warm, polite, and careful with paperwork.
Kitchen sink keeps clogging
Works from home with two kids under six in the house. Friendly, busy, and on the phone a lot.
Main shutoff seized, found during a hose bib repair
Lives here with his teenage daughter part of the time. Practical, numbers-minded, and in no hurry.
Member tune-up finds a worn anode
Recently retired and very organized. Has her paperwork ready and expects things done exactly as promised.
Rental main line, hydro jet or snake
Owns several rental houses and met you at one of them. Businesslike, short on time, and knows roughly what things cost.
Rumbling 8-year tank, flush or replace
Kayla and Josh Morgan bought their first home last year, and Kayla is home today. Friendly, nervous, and full of questions.
Tankless error code, descale needed
Sales director working from home today, in and out of calls. Wants this handled quickly.
9-year tank, failed thermocouple
ER nurse who works nights, and you may be catching her before she sleeps. Direct and to the point.
Burst pipe at night
Sales director working from home today, in and out of calls. Wants this handled quickly.
Family of five, tank or tankless
Carlos and Elena Ruiz, married with three kids. Carlos is handy and met you at the door, and Elena is home too.
Gas smell at the water heater
Retired school secretary. Lives alone in the house she has owned for 34 years. Polite, careful, and slow to decide.
Home warranty will not cover code items
Recently retired and very organized. Has her paperwork ready and expects things done exactly as promised.
Rental replacement with missing code items
Owns several rental houses and met you at one of them. Businesslike, short on time, and knows roughly what things cost.
Rental tank failed, tenant waiting
Owns several rental houses and met you at one of them. Businesslike, short on time, and knows roughly what things cost.
Scale buildup and the softener question
Kayla and Josh Morgan bought their first home last year, and Kayla is home today. Friendly, nervous, and full of questions.
Sewer camera before selling finds a belly
Lives here with his teenage daughter part of the time. Practical, numbers-minded, and in no hurry.
Tank replacement, customer asks about tankless
Product manager at a software company, working from home today. Friendly and quick, and he has already read a lot about this job online.
Water heater replacement in Spanish
Homeowner who prefers to speak Spanish and understands some English. Warm, polite, and careful with paperwork.
Bathroom remodel, plumbing relocation
Carlos and Elena Ruiz, married with three kids. Carlos is handy and met you at the door, and Elena is home too.
Failing electric tank, heat pump option
Retired aerospace engineer. Courteous and precise, with a notebook out and questions ready.
High water bill, hot line leaking under the slab
ER nurse who works nights, and you may be catching her before she sleeps. Direct and to the point.
Main line backup, roots in a clay sewer
Carlos and Elena Ruiz, married with three kids. Carlos is handy and met you at the door, and Elena is home too.
Second opinion on a lower quote
Product manager at a software company, working from home today. Friendly and quick, and he has already read a lot about this job online.
1960s galvanized pipe, low water pressure
Retired aerospace engineer. Courteous and precise, with a notebook out and questions ready.