Repairing Your Reputation
Let’s be real: every plumbing company hits a rough patch now and then. Whether it’s turnover, bad hires, or just plain growing pains, things can happen that tank your reputation in your community. But once you’ve fixed the service side, how do you fix the public perception? That’s where marketing (the right kind of marketing) comes in—and lucky for you, this is my jam. Let’s talk about repairing your reputation and getting your good name back in front of the right people.
When Reputation Goes South, Don’t Panic—Get Strategic
A YouTube commenter recently asked me, “What would you tell a plumbing company that used to be good, got a bad rap due to turnover, but is now bouncing back with lots of 5-star reviews?” First off—great question. Because the reality is, bad reputations don’t always come from bad companies. Sometimes it’s just a phase. The key is being proactive.
If you’re only focused on lead generation (Google Ads, LSAs, SEO, etc.), you’re preaching to the tiniest choir possible—people who need a plumber today. That might be 2 to 10 people a day. But if your reputation is shot, you’ve got to fix how thousands of people feel about you. That’s where advertising (the awareness kind) steps in and saves the day.
Why Lead Gen Alone Won’t Fix Your Reputation
Look, I’m not anti-lead gen. It brings in customers. But let’s call it what it is: reactive. When someone needs a plumber, they Google you. If they’ve heard something negative or seen some old bad reviews, you’re already on your back foot. You’re one of 5 plumbers in their search, and you’ve got baggage.
To fix that, you need people to know you’ve turned things around before they’re in plumbing panic mode. It’s not enough to say you’ve got new 5-star reviews—you’ve got to show those reviews to as many people as possible. That’s where a smart, high-frequency ad campaign comes in.
How to Run Smart Reputation Ads (Without Wasting Money)
Here’s a simple but powerful tactic: take your best Google reviews—yes, literally screenshot them or copy the text—and turn them into Facebook ads. Target middle-aged homeowners in your service area. Now they’re seeing real people say “these guys are awesome” before they even think about needing a plumber.
Want some numbers? A $1,000 Facebook campaign (done right) can reach over 5,500 people every single day for a month. Compare that to a few SEO clicks or 2-10 LSA leads a day. It's not even close.
The goal here is frequency. Not once a week. Not twice a month. I’m talking about showing up daily in their feeds. If someone sees your name, your reviews, and your smiling customers every day for 30 days, guess what happens when they do need a plumber? That bad taste? Gone.
Get Testimonial Videos That Actually Convert
You know what’s even better than showing a screenshot of a good review? A video of a customer saying it. Straight up. You don’t need high production. You just need sincerity.
Now, here’s where a lot of business owners mess this up: they offer a discount on “next service” in exchange for a review. But let’s be honest—nobody wants another plumbing service. That’s like saying “congrats on your flat tire, here’s a coupon for the next one.”
Instead, give them something fun or meaningful. A $100 steakhouse gift card? Sold. A free car wash pass? Love it. A shoutout on your page and a dinner-for-two certificate? Boom. You’re making a fan and a marketer at the same time.
These videos can live on your website, in your Facebook ads, on Instagram reels, or even pinned on your Google Business profile. They don’t just rebuild reputation—they build trust.
Show Your Face—Literally
Want to double down on trust? Get yourself on camera. No, seriously. Put your face out there and speak from the heart.
When I talk to plumbers who’ve had a rough stretch, one of my favorite tactics is to have the owner record a simple, genuine video. Something like:
“Hey, I’m the owner. Here’s what we’ve been through, what we fixed, and why we’re better now.”
Talk about your values. Talk about your team. Talk about how you support your community. It humanizes your business and builds something most companies forget to invest in: connection.
People love to support people they like. You don’t have to be a charismatic social media star. You just have to be real.
You’re in Control of the Narrative—Use It
One of the most underrated powers in business is storytelling. When you leave your story to the reviews, you’re letting the internet write your legacy. But when you control the narrative, you can own your brand.
Run campaigns that show the good you’re doing. Sponsor a little league team? Make a post. Fix someone’s plumbing for free after a hardship? Tell that story. Got a killer new apprentice who reminds you why you love this trade? Brag on them.
All these pieces of content build your brand reputation, not just your star rating. And when reputation meets visibility, you get the kind of trust that can’t be bought on Google Ads.
Reputation Isn’t Just a Fix—It’s a Strategy
Here’s the real kicker: everything I just talked about? You don’t need a “bad” reputation to start doing it. This is just good marketing.
Because your reputation is always in motion. Even if you’ve got 300 5-star reviews, one bad week, one bad customer, or one salty comment in a local Facebook group can put a dent in your public perception.
So why wait for things to go south to start showing people who you really are?
Advertising isn’t just about getting jobs tomorrow. It’s about building a business people are proud to recommend, even when they don’t need you right now.
Let’s Fix It Together
If any of this sounds like something your company needs—or if you’re just wondering where to start—me and the crew at Mammoth Marketing are here to help. We do free consultations specifically for plumbers. No pressure, no sales pitch (unless you want one), just smart ideas and proven strategies to help you build the business you actually want.
You can schedule a consultation directly at https://tylerwilliams.net. We’ll take a look at what you’ve got, what’s working, what’s holding you back, and give you a roadmap forward.
We’ll even help you decide if we’re the right partner to help you execute, or if you just want to take our advice and run with it yourself.
Thanks for reading—now go out there and tell your story before someone else does.
