Part Four: Focus on Maintenance Providers

This series has explored the questions homeowners ask professionals in the onsite wastewater industry, starting with general inquiries, followed by those aimed at Installers and Designers. In this final installment, we turn our attention to Maintenance Providers—those tasked with ensuring septic systems remain efficient and compliant over time.

Homeowners want to safeguard their investment, so they often approach Maintenance Providers with a range of specific questions. Your ability to respond confidently can reassure them of your expertise and the value of your services. Below, we explore some of the most common questions homeowners may ask and how to address them effectively.

·         How long have you been maintaining systems?
Homeowners value experience. Be ready to share how many years you’ve been in the field, the number of systems you maintain annually, and any ongoing training that keeps your skills sharp.
·         Do you use a maintenance contract?
Explain whether you offer maintenance contracts, what they include, and how they benefit the homeowner. Highlight any incentives for signing a contract, such as cost savings or scheduled reminders.
·         What are the costs involved for a maintenance assessment?
Transparency is key. Provide a clear breakdown of the fees for an initial assessment and any subsequent services. If costs vary based on the system type or condition, explain these factors in detail.
·         What system types have you been maintaining?
Homeowners may have specific systems that require maintenance expertise. Discuss the range of systems you handle, including conventional, aerobic, or engineered systems, and your familiarity with various technologies.

• If Type 2 (secondary treatment) systems – what makes and models do you have experience with? 
  For Type 2 or secondary treatment systems, homeowners may inquire about specific brands or models. Be prepared to list the makes and models you service, as well as any specialized training you’ve completed for these systems.

·         What specialized equipment do you use?
Maintenance often requires specialized tools and technology. Explain the equipment you use, how it enhances your services, and how it ensures thorough and efficient system upkeep.
·         How long do you keep your reports on file for systems that you maintain?
Accurate record-keeping is essential for system tracking and compliance. Outline how long you retain maintenance records and how they can be accessed if needed.
·         Do you correspond with the Designer or Installer if you find something that needs repair or attention? Explain?
Collaboration is often critical in resolving system issues. Explain your approach to communicating with the original Designer or Installer when problems arise and how this ensures timely and effective solutions.

By addressing these questions thoughtfully, you can demonstrate your expertise, professionalism, and commitment to helping homeowners maintain their systems. This builds trust and strengthens your reputation as a reliable maintenance provider.

Series Conclusion:
Homeowners investing in onsite wastewater systems rely heavily on the expertise of industry professionals. Through this four-part series, we’ve provided insights into the most common questions homeowners ask across the key roles in the industry: Installers, Designers, and Maintenance Providers. 

By being prepared to address their concerns with clear, professional answers, you can inspire confidence and establish yourself as a trusted partner in their project. 

Thank you for following this series. We hope it has equipped you with the tools and strategies to confidently engage with homeowners and stand out in this competitive industry. To review a full list of questions homeowners might ask a contractor, as well as questions for Inspectors, visit the homeowner section of our website.