Difficult Questions Customers Ask Gas Engineers — And How To Best Answer Them

Top heating and plumbing businesses understand that customer satisfaction is at the core of what they do. Yes, gas engineers are trained to install, fix, and service boilers, but happy customers mean lots of referrals, repeat business, and generally far fewer headaches from misunderstandings or miscommunications.

But what if they throw a curveball question at you? One that you’re not quite sure how to answer in a way that makes them happy and stops them looking elsewhere…

In this article, we’ve spoken to gas engineers, business owners, and admin staff to get some of the most commonly asked (and difficult to answer) questions from customers. Keep reading to see how to best respond so you’re not caught off guard again. 

“I only want a ___ boiler because I trust them. Can you install one of them instead?”

• Confirm that you’re still able to install a boiler of their preferred brand (as long as you want to!)
• Ask if they would be willing to see a breakdown of costs and benefits of comparable boilers from your preferred brand. 
• If you are an approved installer for the brand, remind them of this and let them know of the benefits – such as better prices and extended warranty. 

Read more about the benefits from different manufacturer installer schemes here. 

“I’ve seen the same part online for cheaper, why is yours more expensive?”

• If they do, mention that the parts you provide come with warranty from your supplier as well as your own installation guarantee. 
• Customers are of course welcome to buy online themselves, but politely warn them that any issues with the part will not be your responsibility, and that this peace of mind is part of the service you are offering. 
• If they still would rather purchase the parts cheaper themselves, respect their decision and advise them to check they are definitely the right ones and to see what warranty they come with.*

*Sometimes, customers who are extremely concerned about prices and insistent on haggling are not worth your time or effort. You may decide to simply move on from the job and find better customers. 

“How long will the job take?”

• Explain that you have allowed for half a day/a full day to complete the job, together with an explanation of what you’re planning to do. 
• If you predict that something could take slightly longer, depending on a certain factor, let them know you’ve taken this into account. 
• Refilling the heating system can take longer than expected, so tell the customer that you’ll let it run for a period of time to properly test before leaving the site. 

“Why have you recommended my heating system be power flushed before installing the new boiler? It has added a significant amount to the quote.”

• The best stance to take here is to educate your customer and help them understand why power flushing is important. 
• If they’re not sure what power flushing is, explain that it’s recommended to install a new boiler on a clean heating system as it will improve efficiency and make sure that the manufacturer’s warranty is not invalidated from issues stemming from poor water quality. 
• If the customer is aware of power flushing and still doesn’t want to proceed with one, then you should still make sure they are aware of the downsides of skipping one. 

“What kind of guarantee do you provide on your work?“

It’s important to set your own guarantee on any work you do. You can then explain to the customer how long your guarantee is valid for, and that it means you’ve installed it as per the manufacturer’s instructions.

“How can we choose the taps, rads, etc.?”

In these situations, it’s generally best to offer your customer a few different options. This will help them come to the right decision and avoid disappointment with the finished job.

Ways you can be helpful that your customers will appreciate:

• Anticipate and proactively address potential questions
• Provide context and value beyond just pricing
• Demonstrate professionalism and expertise
• Listen to your customer’s requirements and make recommendations based on them

“How long is the quote valid for?“

A relatively simple question, but one you should have a definite answer for. Typically, quotes should be valid for 30 days. This gives your customer a fair amount of time to make sure they’re happy with everything (particularly if it’s a larger job) but isn’t so long that prices will be dramatically different. 

As a quick tip, you can set terms on quotes made with Gas Engineer Software so that customers won’t have to ask this in the first place—and you look extra professional.

“Will the installation require regular servicing or maintenance?“

• Give them all the information they need related to servicing and maintenance after it’s been installed. 
• Explain that proper maintenance and servicing can help prevent expensive repairs and keep boilers operating at peak efficiency (reducing energy costs).

“What will happen if I choose not to go with all of your recommendations?”

• Be transparent and detailed to back up your recommendations
• Explain that you have a responsibility to provide them with your recommendations and advice. 
• Issues do not always appear immediately, and following best practices generally ensures a longer life for the boiler and less hassle later down the line. 

If they decide not to proceed with a recommendation of yours, you have at least made sure they are aware of what to expect. This will also cover yourself if something does go wrong. 

By keeping them on good terms, they will be more likely to get back in touch when they do need your help.