Purpose: To create and sustain a rejuvenating work environment for everyone at Sunwave Plumbing.

 

How We Part Ways

 

Positive Environment First: Our top priority is maintaining a healthy, refreshing work environment. Parting ways with a client isn’t a snap decision—it’s a thoughtful step taken when the relationship hinders our overall mission

 

When to Consider Parting Ways

 

• Extreme Disrespect:​​

  • Manipulative or rude behavior

  • Devaluing our work and time

  • Abhorrence with our prices

 

• Extreme Distrust:

  • Constant doubt about our expertise

  • Persistent skepticism

​

• Unwillingness to Pay:

  • Reluctance or refusal to pay the agreed amount.

​

How We Part Ways

 

Our approach is always respectful and professional, ensuring a smooth disengagement:

 

• Avoid Working:

  • If a mismatch is identified before we are out there, refer the client to another plumbing service to avoid wasted time and scheduling issues.

 

• Offer a Discount or Free Service:

  • In some cases, we might provide a major discount or complete the job for free to ensure the client leaves with a positive impression of Sunwave Plumbing.

 

• Disengage After Completion:

  • Once the job is finished and payment is received, the tech emails or sends a text within the week that is looked over and approved by the Location Owner stating that we’re not a good match.

 

Note: We don’t recommend a difficult customer to a specific competitor because we don’t believe in competition.

 

• When It’s Necessary to Part Ways Immediately:

  • If there’s a high risk of something going wrong with the plumbing work once its completed “their way” we would then recommend they call another company to get a second opinion and leave without charging anything.

 

Communicating the Decision

 

If Asked Why: Use clear, kind, and honest language. Levi or Thomas or tech leader should review the message, focusing on grace rather than blame.

 

Example Message:

​

“We appreciate the effort you put into supplying all the plumbing parts for us. That was very kind of you. We strive to work with clients who are a great match for Sunwave Plumbing. Unfortunately, our technician felt mistrusted during the job. We kindly ask that you consider another plumbing company for your future needs. Wishing you the best – Levi”

 

​

Template:

​

“We appreciate the [positive aspect]. That was very kind of you. We strive to work with clients who are a great match for Sunwave Plumbing. It appears our technician [insert reason]. We ask that you consider another plumbing company for your future needs. Wishing you all the best – [Name]”

 

Handling Client Responses

 

For Argue-ers: Do not engage in debates or try to justify our decision further. Simply respectfully acknowledge what they say and re-iterate that they call another company. In rare cases it may be wise to give a little time before responding.

 

For Calm Responders: Stay respectful, acknowledge any positive feedback, and gently reiterate if necessary that we prefer they work with another company.

 

Overall Goal: We aim to professionally disengage, ensuring our team continues to work in a rejuvenating environment—without unnecessary conflict.