If you’re running a growing plumbing company with multiple teams, you know how hard it can be to keep everyone on the same page. One team might do things one way, while another team does it differently. That’s where plumbing quality control comes in. It’s all about making sure every customer gets the same great service, no matter which tech shows up at their door.
High level plumbing quality control helps you build trust with customers, grow your business, and keep your team working together smoothly.
Here’s what we’ll cover:
- Why quality control matters for your bottom line
- How to set up standards your whole team can follow
- Ways to track and measure your team’s performance
- Technology tools that make quality control easier
Why Plumbing Quality Control Matters
When a customer calls your company, they expect the same high-quality work whether it’s Monday morning or Friday afternoon. They don’t care which truck shows up – they just want their problem fixed right the first time.
Research shows that 75% of customers have recommended a company because of excellent customer service. That means one great job can turn into many more jobs down the road!
Fun Fact: 76% of customers expect personalization. When your plumbing quality control systems are strong, you can deliver that personalized touch every single time.
On the flip side, bad service costs you big time. About 65% of customers will switch brands due to a single bad experience. That’s why getting plumbing quality control right isn’t just nice to have – it’s a must-have for your business.
The Real Cost of Inconsistent Service
When your teams aren’t following the same quality standards, it hits your wallet hard:
- Callbacks and rework: You’re paying to fix jobs again without getting paid for round two
- Lost customers: 73% of consumers will switch to a competitor after multiple bad experiences
- Damaged reputation: Bad reviews spread fast online
- Wasted materials: Different approaches mean some teams use more supplies than others
The plumbing industry total revenue is projected at $169.8 billion in 2025. Companies with solid plumbing quality control systems will capture their fair share of this growing market.
Building Your Quality Control Foundation
Starting a plumbing quality control program doesn’t have to be complicated. Here’s how to build a system that works:
Create Clear Service Standards
Write down exactly how every common job should be done. This includes what tools and materials to use, step-by-step procedures, how to communicate with customers, what a completed job looks like, and how long each type of job should take.
Set Up Performance Metrics
You can’t improve what you don’t measure. Track these key numbers:
| Metric | What It Measures | Why It Matters |
| First-Time Fix Rate | Jobs completed on first visit | Shows technical skills and proper prep |
| Customer Satisfaction Score | How happy customers are | Direct feedback on service quality |
| Average Job Time | How long jobs take | Reveals efficiency and training needs |
| Callback Rate | Return visits for same problem | Indicates quality of work |
| Material Waste | Excess supplies used | Shows efficiency and proper ordering |
Fun Fact: 59% of employees think training directly improves their performance.
Document Everything
High plumbing quality control requires excellent records. Use your service software to track photos of completed work, customer signatures and feedback, materials used on each job, time spent on-site, and any other issues that came up. This information helps you spot patterns, train your team better, and protect yourself if questions come up later.
Training Your Teams for Consistency
Here’s where plumbing quality control really pays off. When everyone is trained the same way, your whole company runs smoother.
Build a real training program with classroom basics covering your company’s standards, hands-on practice with supervision, ongoing education on new techniques, and regular refreshers for experienced techs.
Fun Fact: The U.S. is expected to be short 550,000 plumbers by 2027, according to Milwaukee Tool research. That makes keeping your current team trained and happy more important than ever.
Pair new technicians with your best veterans using a buddy system. This helps spread your quality standards naturally. Hold regular team meetings at least once a month to share new techniques, customer feedback, changes to procedures, and recognition for great work.
Using Technology for Better Quality Control
Modern plumbing software makes plumbing quality control so much easier. Look for digital job management software like FieldEdge that sends detailed job information to techs before they arrive, tracks trucks in real-time, sees which jobs are running behind, and automatically schedules follow-ups.
Your techs should have mobile apps to access customer history on their phones, take photos and notes at the job site, and process payments on the spot.
Set up automated quality checks that flag jobs that took much longer than expected, callbacks within 30 days, low customer ratings, and excessive material use.
Measuring and Improving Quality
Plumbing quality control isn’t a “set it and forget it” thing. Make it easy for customers to give feedback with automatic surveys after every job. Respond to all reviews and call customers personally after big jobs.
70% of the customer’s journey is based on how the customer feels they are being treated. Every interaction matters!
Review a sample of completed jobs each month, looking at photos and documentation, checking if procedures were followed, comparing actual time versus estimated time, and reviewing customer feedback.
Meet with each technician quarterly to discuss their metrics compared to team averages, areas where they’re excelling, skills they need to develop, and career goals.
Building a Culture of Quality
The best plumbing quality control programs become part of your company culture. Lead by example by talking about quality in every meeting, rewarding techs who follow standards, addressing quality issues quickly, and investing in training and tools.
When someone does great work, celebrate it! Share customer compliments with the whole team, give bonuses for high quality scores, and feature a “Technician of the Month” on social media.
Create a culture where techs can speak up about issues without fear. Encourage questions, welcome suggestions for improvement, and fix systemic problems rather than blaming individuals.
The Bottom Line
Strong plumbing quality control isn’t about being picky or making more paperwork. It’s about building a company that customers trust and technicians are proud to work for.
When you get it right, customers become loyal fans who refer their friends, your team works more efficiently, you spend less on callbacks and rework, your reputation grows, and your business becomes more valuable.
Let us show you just how much FieldEdge can do for your plumbing business! Book your FREE personalized demo today!
Taking Action Today
Ready to level up your plumbing quality control? Start with these steps:
- Document your service standards – make them clear and easy to follow
- Track important metrics like first-time fix rates and customer satisfaction
- Invest in consistent training for all team members, new and experienced
- Use modern software to make quality control easier and more reliable
- Build a company culture where quality is everyone’s responsibility
- Remember that good quality control leads to happier customers, better reviews, and more profits
Quality control might seem like extra work at first. But once your systems are in place, they actually make everything easier. Your techs know exactly what to do. Your customers know what to expect. And you can focus on growing your business instead of putting out fires.
Related: Benefits and Features of Plumbing Estimating Software
