Flushmate has continually evolved over its 35-plus year history, but one thing has remained constant—the company’s commitment to customer service.
The company’s personal approach to customer service is helping customers across the country—both commercial and residential—with a wide range of questions and requests, whether big or small.
We sat down with Carl Mitchell, Manager, Customer Service at Flushmate, to discuss what goes into Flushmate’s customer service process, common requests, and more.
What are the most common questions that Flushmate's customer service team gets on a regular basis?
The most common question has always been, “can I put a Flushmate system in my existing toilet?” or “can I retrofit this into my gravity toilet?” That’s probably the number one question we get, and the answer is no, Flushmate cannot be retrofitted to an existing gravity bowl. This is because toilets designed to work with Flushmate harness the energy that a pressure-assist vessel delivers to the bowl to create a “pushing” action for the waste. A gravity bowl with Flushmate inside will splash excessively.
Another common question we receive is from people inquiring if there’s any specific maintenance that needs to be done on the Flushmate unit. One of the benefits of Flushmate systems is that there really isn’t any additional required maintenance, so customers are always pleased to hear that.
We also tend to get asked if there are any special requirements when it comes to installing a pressure-assisted toilet, and the truth is these systems install just as a gravity or regular toilet would. Customers are often surprised by that answer, and it typically helps with their decision-making process.
From the time a customer service call comes in, what does the standard service process entail?
First, we’re going to ask additional questions to make sure we have all the information. This is due to the fact that the caller might be asking us one thing, but may not be using the right terminology, so we always want to be absolutely clear on what they’re asking us. For example, are they asking us if they can upgrade their current Flushmate system, or do they want to install Flushmate into an existing system? We always want to get those answers first, so we know how to best address their request. Sometimes, callers might have a competitor’s product that they want to change out for Flushmate. In that instance, we guide them through the process as well.
What is Flushmate’s approach to customer service, and has it changed at all over the company’s 30-plus year history?
We’ve always prided ourselves on the quality of our customer service. How we deliver that really hasn’t changed, as it’s always been very personable. We also pride ourselves on our quick answer times and our U.S.-based support staff. We have a target answer time of two minutes, and we are under that right now, because everyone knows what it’s like to spend long periods of time on hold.
We utilize technology now to assist customers, when needed, by having them send pictures or videos for us to identify their specific problem. If that doesn’t work, we can use video conference calls to better identify isolated issues. But it ultimately comes down to the fact that we really take pride in our ability to get the phone answered and customers taken care of as quickly as possible.
Who do your customer service calls typically come from?
We get calls from plumbers, property managers, building managers, end users, specifiers, and more. When we get calls from specifiers, we typically turn them over to our team members who can help them with the specific requirements that need to be met for their project.
We’ve also gotten people who call us out of the blue that don’t even own a Flushmate system and ask questions like, “I saw your product at a hotel, where can I purchase one?”
In addition to those more commercially focused audiences, we also get about half our service calls from homeowners that reach out to us directly for support. Homeowners will ask if the repairs are something they can do themselves, which they are. Flushmate systems don’t have exposure to drain lines or sewer gas, so there’s no need to call a plumber to replace the Flushmate tank. We try to make it easy on homeowners with resources on our website like how-to videos, and there’s even a QR code on our packaging that takes customers to that same resource page. But ultimately, if a customer has a question during installation, they can always call us, and we’ll walk through that process over the phone.
Do you get questions on product availability and how people can find those products or what brands are available?
Yes, we do receive questions like that. Our website lists a lot of the various OEM partners that are available with Flushmate units, and they can be purchased right from our website as well. We also feature a distributor finder tool on our website that enables customers to simply plug in their zip code to find a local distributor in their area that may carry a specific Flushmate-equipped toilet.
How can customers and prospects reach out to Flushmate’s customer service team?
Our customer service team is all person-based, with a full staff Monday through Friday from 9 a.m. to 5 p.m. EST, but we also have a website where individuals can ask questions. If anyone wants to reach us, we have our 800 number on the back of every Flushmate tank (1-800-533-3460). If someone reaches out to us via email, we are always sure to get back to them within the next business day.