Most plumbing contractors have long understood the important role communication plays in the client/vendor relationship. That communication historically has come in many forms — phone calls, emails and follow-up survey requests. In the last decade or so, text messages have found their place among the communication channels most utilized by plumbing contractors. From the pre-appointment reminder message to the post-appointment review request message, text messages are now part of standard operating measures for many plumbing businesses. But now may be the time to take that communication further.

When it comes to the plumbing industry’s usage of short message service (SMS), the customer is almost always the recipient of a text generated by the plumbing contractor. That defines one-way texting. Certainly, one-way texting has its place in the industry and offers a meaningful step forward in quick, efficient customer communication. But two-way texting, when a customer can proactively text your business and receive a response or have an entire digital conversation, offers a way to bolster client communication and as a result, satisfaction.