Beating the Competition
in Stony Plain

The plumbing game in Stony Plain isn't complicated. With 18,000 residents spread across Downtown, Meridian Heights, South Business Park, and Graybriar, plus all those acreage properties in Parkland County that you service, there's decent work to go around. But here's the thing: there are only so many emergency calls on any given day, and whoever answers their phone first usually gets the job.

You already know this. When Mrs. Johnson's pipes freeze at -30°C on a Tuesday morning, or when the septic system backs up at that new build in Meridian Heights, she's not shopping around for quotes. She's calling plumbers until someone picks up and says they can be there today.

The question isn't whether you're a good plumber. You are. The question is whether you're answering your phone when opportunity calls.

Let's be honest about the competitive landscape here. Stony Plain supports maybe 8-12 established plumbing businesses, depending on how you count the one-man operations versus the bigger shops with multiple trucks. That sounds like plenty of room for everyone until you realize that most of your revenue comes from emergency calls, and emergency calls don't wait.

The residential market in neighborhoods like Downtown and Graybriar generates steady maintenance work, but the real money is in those urgent situations. Frozen pipes, failed water heaters, backed-up septic systems at rural properties. These jobs pay premium rates because the customer needs the problem fixed now, not next week.

Your competition knows this too. The guys who've been here longer have established customer bases. The newer operations are hungry and answering calls at all hours. Meanwhile, you're trying to figure out why your phone isn't ringing as much as it should be.

Did you know?

Stony Plain plumbers using Buddy capture 40% more leads by answering every call instantly, even at 2 AM.

Forget what you think you know about customer behavior. Here's how it really works when someone in South Business Park has a plumbing emergency:

First, they try their "regular guy" if they have one. Maybe it's you, maybe it's your competitor down the street. If that person doesn't answer within two rings, they're moving on. Nobody has time to wait when water is pouring through their ceiling.

If they don't have a regular plumber, or their regular guy didn't answer, they're going straight to Google. They're typing "plumber Stony Plain" or "emergency plumber near me" and calling the first few numbers they see. Not the cheapest. Not the one with the best website. The first few that show up.

Then they start dialing. The first plumber who answers and says "I can be there in an hour" gets the job. It's that simple.

Some customers ask neighbors for recommendations, especially in tight-knit areas like Meridian Heights where everyone knows everyone. But even then, if the recommended plumber doesn't answer, they're back to calling down the list.

Industry studies show that 78% of emergency service calls go to the first business that answers the phone. In a small market like Stony Plain, this percentage is even higher because customers don't have time to comparison shop when their basement is flooding.

Here's what happens when a customer calls multiple plumbers:

• First call goes unanswered: 85% chance they call a competitor immediately
• Second call goes unanswered: 95% chance they call a third plumber
• Third call goes unanswered: They're now frustrated and will likely choose whoever answers next, regardless of price or previous experience

The average customer in Stony Plain makes 2.3 calls before reaching a plumber who can help them. If you're not answering on the first or second call, you're not even in the running for most jobs.

While you're under a sink in Graybriar with your phone in the truck, your competition is taking the call that should have been yours. It's not that they're better plumbers or have better prices. They're just available when customers need them.

Some of your competitors have figured out systems you haven't. Maybe they have office staff answering calls. Maybe they use answering services that sound professional and can capture lead details immediately. Maybe they're just better at keeping their phones charged and nearby.

The plumber who always answers doesn't necessarily do better work than you. He just makes himself available when customers are ready to buy. In a service business, availability often matters more than ability.

Rural customers calling from acreage properties in Parkland County are especially impatient. When your well pump fails or your septic system backs up, you can't just ignore the problem. These customers will pay premium rates, but only to the plumber who answers the phone and commits to showing up.

You might think customers in a smaller center like Stony Plain are more price-sensitive than those in Edmonton. You're wrong. When someone has a plumbing emergency, price is secondary to availability.

Yes, customers care about not getting ripped off. But they care more about getting their problem solved quickly. The customer with frozen pipes doesn't want to hear about your competitive rates. They want to know when you can be there to fix the problem.

This is especially true for commercial customers in South Business Park. When a business has a plumbing emergency, downtime costs money. They'll pay whatever it takes to get back up and running.

Even for routine jobs, availability often trumps price. The customer who needs a water heater replaced would rather pay a bit more to get it done this week than save money and wait three weeks for the "cheaper" plumber who's booked solid.

Here's something that might sting: even your best customers will call your competitors if you don't answer your phone. Customer loyalty in the plumbing business isn't as strong as you think it is.

Sure, customers prefer to work with plumbers they know and trust. But when their toilet is overflowing on Sunday morning, they're not waiting around for you to call them back. They're calling whoever will come out today.

Those loyal customers in Downtown or Meridian Heights who've used you for years? They'll give you one chance to answer. Maybe two if they really like you. After that, they're moving down their list of plumbers, and whoever helps them in their moment of need becomes their new "regular guy."

This is how you lose customers without even knowing it. They don't fire you officially. They just stop calling you first.

In a market the size of Stony Plain, every call matters. Miss enough calls, and your competitors don't just get individual jobs. They get ongoing relationships with customers you should have kept.

The plumber who's always available builds a reputation for reliability. Word spreads in small communities. Soon, people aren't just calling him when their regular plumber doesn't answer. They're calling him first because they know he'll pick up.

Your technical skills keep customers satisfied, but your availability determines whether you get the chance to use those skills in the first place. The best plumber who doesn't answer calls will lose market share to average plumbers who do.

The solution isn't complicated, but it requires commitment. You need systems that ensure someone always answers when customers call.

If you're a one-person operation, invest in a professional answering service that can capture lead details and communicate urgency appropriately. Don't use voicemail as your primary system. Customers calling with emergencies won't leave messages.

Keep your phone charged and nearby, even when you're working. Yes, it's inconvenient to answer calls while you're under a sink. But missing calls is more inconvenient when you're wondering why your business isn't growing.

Set up systems for different types of availability. Have standard hours when you answer directly, emergency hours when calls go to an answering service that can reach you, and clear communication about when customers can expect callbacks.

Consider partnering with other local plumbers for overflow situations rather than losing calls entirely. It's better to refer a job to someone you know and maintain the customer relationship than to miss the call completely.

The plumbing market in Stony Plain has room for successful businesses, but only for those that make themselves available when customers need them. Your competition is answering calls while you're missing them. Fix that problem first, and the rest of your business challenges become much easier to solve.