Sunwave Growth
Technician Resources
Parting Ways
Purpose: To create and sustain a rejuvenating work environment for everyone at Sunwave Plumbing.
​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
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. Our approach is always respectful and professional, ensuring a smooth disengagemen.
Note: We don’t recommend a difficult customer to a specific competitor because we don’t believe in competition.
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.
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. The Location Owner 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 Message
​​
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.
Training Booklets
Recommended Services and Contacts
-
Plumbing And Gas:
-
Advanced Plumbing – subcontracting work (434-977-7586)
-
The Otter Guys – Gas line services (434-295-3121)
-
To the T Plumbing – Gas line services (434-987-4944)
-
​
-
Appliance Repair:
-
Mr. Appliance – troubleshooting and repairs (434-300-2326)​
-
​
- Restoration & Emergency Services:
-
Restoration One – Restoration Services (434-443-6445)
-
Just Better Home Services – 24/7 Work (434-987-5680)
-
​
-
Exterior Services:
-
Gutter Pros – Gutter services (434-422-4700)
-
Monarch Concrete – Concrete repair (434-293-8069)
-
​
-
General Contracting:
-
Rogelio (Contact is Michelle) – Drywall, painting, remodeling, tile, stonework, and hardscaping (434-249-2250)
-
​
-
Specialty Services:
-
Aqua Air Laboratories Inc – Water testing (434) 295-1716
-
Scotts Backhoe (Durwin) – Bonded city tapping and underground street work (434-906-7155)
-