Service Agreement: Using Evidence and Education During Service Calls
Service agreement visits are an opportunity to identify issues, educate homeowners, and build trust. The goal is not to sell, but to observe, document, and explain what is happening in the home. Technicians should approach each visit as a full home evaluation, even if they have been there before.
The Technician as the House Doctor
Service agreement visits are about evidence. Technicians act as the house doctor by:
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Observing the home and plumbing system
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Identifying visible symptoms
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Explaining why issues occur
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Documenting findings clearly
Understanding the homeowner and the environment helps guide the conversation and builds rapport naturally.
Why Observation Matters
Conditions change over time. Systems age, water quality impacts increase, and problems develop slowly.
Looking around the home helps identify:
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Early signs of failure
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Efficiency issues
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Water related damage
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Maintenance concerns that may otherwise go unnoticed
Kitchen Inspection Areas
The kitchen provides many visual indicators of water quality issues.
Key areas to inspect include:
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Faucet and sprayer for scale buildup
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Dishwasher interior and heating element
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Refrigerator drip trays and water lines
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Ice maker and garbage disposal connections
Mineral buildup in these areas is common in hard water environments.
Laundry Room and Bathroom Inspection Areas
These spaces often show early signs of chemical and mineral damage.
Items to check:
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Toilet flappers and seals
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Faucet aerators and bases
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Shower heads and valves
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Tub spouts and shower doors
Chlorine and oxidizers can degrade rubber components, while minerals leave visible scale.
Understanding How Scale Forms
Scale forms when water conditions change.
Key factors include:
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Increases in temperature
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Drops in pressure
These changes cause minerals to fall out of solution and attach to surfaces. This is why scale is commonly found at:
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Water heaters
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Faucets and shower valves
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Aerators and shower heads
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Tile and glass surfaces
Water Heater as a Teaching Tool
The water heater is one of the most effective areas for education.
Technicians should:
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Listen for popping or cracking sounds
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Check for visible mineral buildup
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Perform flushes when possible
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Collect discharge water to show sediment
Mineral buildup reduces heat transfer efficiency and places stress on heating components.
Explaining Efficiency Loss Simply
A helpful analogy is boiling water on a stove.
When heat must pass through a layer of buildup, energy transfer becomes less efficient. This same concept applies inside water heaters when minerals coat heating surfaces.
Using simple explanations helps homeowners understand the issue without technical overload.
Importance of Photos and Documentation
Photos are critical during service agreement visits.
They:
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Provide visual proof of conditions
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Build credibility
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Reduce skepticism
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Support recommendations
Even when homeowners walk through the home with the technician, photos allow for clear follow up discussions.
Additional Components to Inspect
Other areas that should be reviewed include:
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Pressure regulators
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Hose bibs and anti siphon devices
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Backflow preventers
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Piping connections and cartridges
Mineral buildup can impact each of these components over time.
Education Over Pressure
The most effective approach is education.
A simple method:
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Identify issues
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Document findings
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Explain causes
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Offer options without force
When homeowners understand the problem, decisions come naturally.
Key Takeaway
Service agreement visits are about awareness and education. By observing carefully, documenting thoroughly, and explaining clearly, technicians help homeowners understand their systems and build long term trust.
Need Help
For guidance on service agreement best practices or system evaluations, contact Plumber’s Choice Water support or your Flow Tech representative.