In this episode, CF breaks down how to identify your perfect customer and learn what they truly care about before they ever need plumbing. You will learn how to answer their real questions, build trust early, and win leads without relying on the Google rat race.

💡 What You’ll Learn

How to define your avatar by identifying who buys, where they spend time, and why they take action

Why customers are not just buying plumbing repairs but buying comfort, safety, and peace of mind

How to market by answering customer questions first so you become the trusted local expert

⏱ TIMESTAMPS/CHAPTERS

0:23 Why avatar marketing matters in every trade
0:54 You are diagnosing the customer not just the plumbing
1:13 Why people finally call and what they actually value
1:29 Identifying who pays and where they spend time
1:45 What to say to people who are not looking yet
2:24 Reading the home and the situation to serve better
2:57 Understanding cultural expectations and customer experience
3:13 How great brands personalize service like restaurants and Disney
4:20 The golden rule who where and what to say
4:54 They ask you answer and why questions drive marketing
5:30 What homeowners really worry about before letting you in
6:20 Use team photos and videos to build trust before arrival
6:54 Become the advisor in your city by answering questions
7:26 Why entertainment and likability increase trust
8:21 Awareness is the real marketing strategy
8:37 How trust is built through impact not pressure
9:29 Small moments like shoe covers and respect create loyalty
9:44 Relationship building example using the turtle story
11:21 Why customers ask about pricing and how to address value
11:55 Not all products and installs are equal
12:29 The hidden gap when techs do not even offer upgrades
13:25 Why plumbing needs more education like other industries
13:56 Learn what works and apply the why behind it
15:00 Fighting broke fix mentality with education and options
15:16 Stop relying on Google and get known before they need you
15:40 Winning through kids pets community and organic trust
16:00 Why brand familiarity lowers lead costs and increases loyalty
16:19 Using a white labeled app to keep customers for life
16:51 Final recap know who where what and follow up to win

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This special New Year’s episode highlights the most impactful teaching moments from The Plumbing Sales Coach podcast. Learn how vision, professionalism, diagnosis, and service mindset create better customers, stronger teams, and higher revenue.

💡 What You’ll Learn

How trust and understanding drive customer confidence and close more jobs

Why vision and purpose matter more than tactics in plumbing and business

How professionalism and diagnosis separate average plumbers from top earners

⏱ TIMESTAMPS/CHAPTERS

00:18 Celebrating the best teaching moments of the year
01:07 The three-step in-home sales process and secret sauce
02:32 Building trust by tying every recommendation to the original problem
03:08 Why vision is the foundation of growth for plumbers and owners
04:44 Trust and understanding vs manipulation in sales
06:12 How professionalism builds confidence before words are spoken
06:56 Acting like a guest in the customer’s home
07:17 Being a contributor instead of a consumer
08:23 Making impact that lasts beyond the job
08:40 Why service plumbing is more than just installing pipes
09:30 Understanding people and personality types in the home
10:06 Increasing revenue by maximizing value per call
11:05 Creating raving fans through upgrades and better experiences
12:02 Why problem solving is the highest paid skill in plumbing
13:25 How tolerance of bad behavior destroys culture
14:39 Leadership accountability and protecting your reputation
15:11 Final reflections and New Year message

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In this episode, Chris breaks down the psychology behind getting your phone to ring by truly understanding your customer. Learn how empathy, avatar clarity, and showing up where your customers already are can transform your marketing, sales, and in-home experience.

💡 What You’ll Learn

How identifying your ideal customer avatar changes the way you market and sell

Why most residential service decisions are driven by emotion, trust, and familiarity

How to position your brand in everyday places so customers think of you first

⏱ TIMESTAMPS/CHAPTERS

00:23 Why empathy is the real driver behind leads and phone calls
00:55 Understanding why customers buy, not just what they buy
01:32 Marketing lessons from Disney and anticipation psychology
02:03 Who the real decision maker is in residential service work
03:33 Why most service calls involve homeowners and spouses
04:46 How understanding family dynamics affects sales and service
06:09 Why knowing your avatar changes how you communicate
07:19 Marketing based on where customers actually spend time
08:14 Real world branding examples that build top of mind awareness
09:26 How kids, schools, and community events influence buying decisions
10:52 Why being remembered matters more than being searched
11:57 Identifying your ideal customer and their habits
13:02 Why experiences beat discounts in marketing
14:07 How in home behavior impacts trust and conversion
15:03 Different motivations between spouses during buying decisions
16:00 How familiarity shortens the buying cycle
17:13 Why showing up where competitors are not wins
17:32 How empathy connects marketing, sales, service, and follow up

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In this Best Of Customer Psychology episode, Chris Fresh breaks down how homeowners think, what builds trust, and why customer confidence drives bigger yes decisions. Learn how empathy, professionalism, and clear value language change the entire conversation from the front door to the final option.

💡 What You’ll Learn

How to increase customer confidence by answering the real question What’s in it for me

The first rule for upset customers and why being apologetic builds trust faster than being right

How professionalism and first impressions directly impact your ability to sell higher ticket solutions

⏱ TIMESTAMPS/CHAPTERS

0:20 Best Of series focus customer psychology and service over sales
0:48 People remember how you made them feel
1:18 Consumer confidence comes from what’s in it for me
2:19 Using Google and resources to build trust and explain issues
4:06 Find the real reason they called today not just what broke
5:03 Culture and language should always serve the customer
5:31 How your view of customers shapes your results
6:57 Customers are already frustrated when they have to call a plumber
7:53 Rule one be apologetic and lead with empathy
8:52 Sympathy vs empathy and why it matters in service
9:44 Confidence rises with professionalism and clear explanations
10:12 Why customers sometimes say no because they doubt you can do the bigger job
11:09 Follow up on reviews and how small pricing shifts affect ratings
12:22 Customers bring baggage from past service experiences trust starts skeptical
13:14 First impressions parking driving appearance and professionalism
14:35 You must look like the 8,000 solution to sell the 8,000 solution
15:24 Wrap up serve your community and everything not just plumbing

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Handling upset customers the wrong way can damage your reputation faster than you can fix it. In this episode, Chris breaks down a proven process for de-escalating complaints, rebuilding trust, and turning negative experiences into long-term customer loyalty.

💡 What You’ll Learn

Why customers who experience a resolved problem can become more loyal than customers who never had an issue

The exact three-step process for handling upset customers without escalating the situation

How to protect your reputation and stop negative reviews before they spread

⏱ TIMESTAMPS/CHAPTERS

0:23 Why upset customers are a ticking time bomb
0:55 How negative reviews spread faster than the truth
1:30 The real key to customer retention explained
2:40 Why customers with a bad experience can become more loyal
3:14 How fear and the unknown destroy customer trust
4:08 Why the goal is not to make customers mad
4:23 Step one apologize and listen
5:29 The CarMax example and what not to do
6:38 How defensiveness escalates customer conflict
7:13 What to say when a customer calls angry
7:48 Step two remove excuse before assigning blame
8:37 Why arguing creates bad reviews and gossip
9:10 Let customers vent before solving the problem
9:58 How fear drives customer behavior
10:30 Why people talk more when they feel mistreated
10:48 Never come to conclusions on the first call
11:41 Why correcting customers too early backfires
12:28 Investigate before responding
12:45 Setting follow-ups builds trust
13:04 Step three present a fair game plan
13:35 How to validate customers without admitting fault
14:25 Using future value instead of refunds
15:18 Why being heard matters more than being right
15:49 The pendulum effect of customer emotions
16:21 Why seeking to understand calms conflict
17:16 Would you rather be right or rich

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[email protected] or call/text: 317-605-2284

Our first "Best Of" Podcast! In this episode you will learn how your mindset determines how you show up for customers, your team, and your life. Chris Fresh breaks down why service over sales starts in your head and how focus, habits, and mental discipline create long term success.

💡 What You’ll Learn

How your subconscious mindset controls your daily actions and results

Why failure only happens when you quit and not when you fall short

How protecting your mental inputs leads to better leadership and service

⏱ TIMESTAMPS/CHAPTERS

0:23 Why mindset impacts every part of your business and life
0:56 How the subconscious controls 95 percent of your decisions
1:22 The common trait found in successful people
1:56 Why failure only exists when you quit
2:35 Focus as the true ingredient to success
3:13 Why one moment does not define your future
4:19 How every customer interaction is an opportunity
4:56 The danger of being focused on the wrong things
5:29 Why mindset shifts must happen before tactics work
6:00 How focus on customers creates alignment in companies
6:33 Using lead measures to change outcomes
7:56 Treating your brain like a computer
8:28 How people and media can become mental viruses
9:18 Redefining respect and influence
10:18 How social ecosystems shape culture
10:54 Why the questions you ask shape your reality
11:51 Breaking old habits before building new ones
12:39 Why unrealistic expectations sabotage leadership
14:21 Why you don’t need to be great to start
14:53 Progress over perfection as the real goal
15:09 Why mindset is the first and last thing to work on daily

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In this episode, Chris breaks down the real financial impact of follow ups and why most plumbing companies are unknowingly leaving up to 20 percent of their revenue on the table. He explains how simple, consistent follow up strategies can improve profit, reduce lead costs, and strengthen long-term customer relationships.

📲 For more information on YOUR OWN BRANDED app, email us:

[email protected] or call/text: 317-605-2284

💡 What You’ll Learn

Why follow ups can increase your bottom line by up to 15 to 20 percent without changing anything else in your business

How customer memory fades fast and why timing is everything when reconnecting with past clients

The difference between sales-based follow ups and value-based follow ups and how one creates loyalty while the other repels customers

⏱ TIMESTAMPS/CHAPTERS

0:23 Welcome back and why follow ups matter now more than ever
0:41 The hidden revenue swing most companies overlook
1:17 Why marketing feels harder today and how buying habits have shifted
2:14 How Google LSA became a “red ocean” and why that impacts your business
3:08 What customer research revealed about how fast people forget you
4:49 The shocking 20 percent revenue left on the table
5:22 Understanding lead cost vs cost per acquisition
6:12 Why follow ups lower your CPA and make your marketing more profitable
7:06 The power of recapturing past customers instead of chasing new ones
8:21 Why follow ups must add value, not pressure
9:55 What value-based follow ups sound like in real life
11:20 How quickly customers forget who serviced them
12:55 Why customers don’t call back even after deciding to buy
14:35 Why timing matters and “time kills deals”
15:18 The role of advocacy and bringing value in every follow up
16:28 Why not following up is burning cash and relationships
17:40 Final takeaway — follow ups are service, not sales
18:03 Wrap up and reminder to serve your community

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In this episode, Chris sits down with Leah and Alvaro from 1-Tom-Plumber to unpack how strong branding and smart lead generation fuel a successful plumbing or restoration business. They break down why most new operators struggle to make the phone ring and how plugging into a proven brand and system can shortcut years of trial and error.

💡 What You’ll Learn

Why branding is more than a logo and how a memorable identity helps your phones ring consistently
How plumbing can be a powerful lead engine for restoration and other home service businesses
The role of Google, reviews, and a national footprint in driving profitable, high quality calls

⏱ TIMESTAMPS/CHAPTERS

0:02 Intro to The Fresh Approach and the mission of the show
0:39 Why starting a plumbing business is really about making the phone ring
1:45 Meet Leah and Alvaro from 1-Tom-Plumber
3:15 The power of branding and the “pink plumber” concept
6:50 Plumbing as a lead generator for restoration and other services
10:21 Proven brand and national footprint explained
13:25 How 1-Tom-Plumber supports franchisees with systems and models
19:44 Working directly with Google reps and managing online reviews
24:58 National convention, community, and vendor support
27:14 Monthly roundtables for owners, ops, dispatch, and sales
29:20 Chris’s recap and how to explore 1-Tom-Plumber further

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[email protected] or call/text: 317-605-2284

Getting everyone to move in the same direction can feel impossible, but it all comes down to one word: buy-in. In this episode, Chris Fresh breaks down how leaders turn ordinary companies into movements that inspire passion, unity, and real results. Whether you lead a team of 3 or 300, you’ll learn the psychology of buy-in and how to transform your business culture from the inside out.

💡 What you’ll learn

Why a bad plan with buy-in beats a good plan without it

The truth about motives and how they affect your team’s trust

The 3 rules of creating buy-in and unity across your organization

⏱ TIMESTAMPS/CHAPTERS

00:00 Intro — The Plumbing Sales Coach

00:23 What “buy-in” really means

01:22 Why people matter more than the plan

02:12 How motives drive decisions and loyalty

02:48 Why most businesses hit a growth ceiling

03:04 Movements vs. businesses

03:43 What makes a movement catch fire

04:38 How passion fuels recruitment and results

05:12 What your employees really work for

06:05 What Disney, Six Flags, and Cedar Fair teach us about vision

07:18 How movements carry people through hard days

08:10 Why Disney calls employees “cast members”

08:43 People don’t join companies — they join people and causes

09:14 How motives and movements create unity

09:50 Why revolutionary beats improved

11:26 Consistency: the real secret to buy-in

12:55 Why leaders must live the message first

13:51 Be the example — walk the walk

14:15 The three essentials for team buy-in

15:09 Closing message — serve your community in everything

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Selling in service plumbing isn’t about pressure, it’s about serving, educating, and helping customers make confident decisions. In this episode, Chris Fresh breaks down how to win at the door, diagnose properly, and present three smart options that shift the customer’s mindset from spending money to saving money. You’ll learn how strategic bundling such as repair or replacement, shutoffs, and softeners leads to better outcomes for both the homeowner and your company.

💡What You’ll Learn

The three-part sales framework for service plumbing: relationship, diagnose, and value stacking

How to diagnose beyond the obvious problem so customers understand why issues happen

How to present three intelligent options that shift the decision from spending money to saving money

⏱️ TIMESTAMPS/CHAPTERS

00:00 Intro and purpose of the episode

01:00 Why home service sales are easier than you think

02:15 The core framework: Relationship → Diagnose → Value Stack

03:21 Intro pitch and first impressions

05:00 How to diagnose like a doctor, not a mechanic

07:45 Avoiding the “first-date sales mistake”

09:44 How to educate without telling customers what to do

12:00 Presenting repairs, replacements, and softeners as options

14:33 Creating three intelligent options every time

17:21 Turning expenses into investments

20:51 Raising average tickets without pressure

21:53 Recap + conversion mindset shift

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