Executive Insight: We Can Do It Plumbing, a trusted local plumbing business known for its hands-on professionalism and long-standing reputation for excellence, embarked on a mission to convert its strong offline reputation into a dominant online presence. With Propel’s review engagement infrastructure seamlessly integrated into their operations, the company was able to capture sentiment at scale without operational disruption or additional administrative overhead. In this case study, we examine how We Can Do It Plumbing achieved a 40 percent review conversion rate and 64 new Google reviews through a refined post-service engagement model. The success is not rooted in marketing theatrics, but in a precision-built approach that amplified what was already working: exceptional service, reliable customer experiences, and strong operational integrity.
We Can Do It Plumbing is a cornerstone service provider in its region. With more than a decade of expertise in residential and light commercial plumbing, the business is rooted in values like timeliness, transparency, and craftsmanship. Known for their fair pricing and efficient resolution of issues, they’ve built trust through actions rather than promotions.
But in today’s digitally driven landscape, trust doesn’t end at the job site. More and more prospective clients evaluate contractors based not on a referral alone, but on the recency, quantity, and sentiment of online reviews. This shift in consumer behavior meant that even a business as operationally strong as We Can Do It Plumbing needed its online footprint to reflect its service leadership.
What made the task complex was the very thing that defined the business — focus. Technicians were deployed early, returned late, and worked efficiently across scheduled and emergency jobs. There was little to no room for follow-ups, reminders, or campaigns. The office team was lean and geared for scheduling, dispatch, and compliance. For a review request model to succeed, it had to be invisible. Seamless. And totally hands-off.
The Operational Challenge
Reputation and revenue are now digitally linked. A few dozen five-star reviews from trusted customers can move the needle on Google Maps, increase inbound calls, and tilt buyer preference instantly. But getting there takes a strategy, and more importantly, a system.
The company faced a fundamental operational constraint: every person on the team was focused on delivery. Follow-up communication to request a review was inconsistent at best. Technicians didn’t want to burden customers, and the office couldn’t spare hours to manually track outreach or maintain spreadsheets.
We Can Do It Plumbing needed:
– A frictionless, automated post-service review flow
– Messaging that reflected their tone and brand, respectful, brief, effective
– A mechanism to filter private feedback from public reviews
– Zero disruption to existing processes
Propel emerged as the turnkey solution, capable of aligning reputation building with their day-to-day execution.
The Solution: A Scalable Feedback Ecosystem
Through Propel’s reputation infrastructure, We Can Do It Plumbing adopted a proactive yet unobtrusive follow-up cadence. Review requests were triggered automatically upon job completion, routed through SMS and email based on the customer’s preferred channel.
The message was simple, respectful, and precise:
“Thank you for choosing We Can Do It Plumbing. If you were satisfied with our service, would you consider leaving a review?”
Behind that message sat a high-performance feedback framework:
– Review requests sent at the right time, linked directly to job completion
– Branded communication templates personalized with the company’s voice
– Smart reminders issued only when customers did not respond
– Private feedback captured separately to mitigate public dissatisfaction
The result was a self-sustaining pipeline of customer sentiment, now visible online and optimized for long-term search credibility.
Performance Metrics and Outcomes
The business did not need to change its process. It only needed to augment its post-service touchpoints. Within a defined timeframe, Propel delivered measurable outcomes:
- 160 Review Requests Sent via automated sequencing
- 64 Verified Public Reviews Captured, most on Google, with rich descriptions
- 40 Percent Conversion Rate from outreach to review
- Engagement Rate Exceeding 20 Percent, indicating message clarity and timing
Strategic Business Impact
The quantifiable results only tell part of the story. The strategic advantages accrued through Propel’s system were far-reaching:
Enhanced Local Search Performance
With more reviews arriving at a regular cadence, We Can Do It Plumbing improved its positioning across Google Local Pack and other directories. Search impressions and phone call clicks saw a noticeable uptick, especially from first-time visitors.
Sales Enablement Through Social Proof
Leads that previously relied on referral context could now read specific, timely, and positive customer reviews online. This reduced friction in the buying journey and improved booking rates.
Reinforced Brand Credibility
Consistent reviews mentioning punctuality, fair pricing, and clean workmanship contributed to brand equity. This is especially valuable in a trade where trust, safety, and entry into customer homes are part of the equation.
Team Morale and Retention
Technicians and field staff were often named in reviews. This public praise reinforced internal culture, created accountability, and boosted morale without the need for structured performance marketing.
Lessons Learned and Takeaways
We Can Do It Plumbing didn’t need reinvention. They needed a framework that honored their operational DNA while surfacing customer satisfaction publicly. Propel delivered that — not by altering workflows, but by enhancing the final five percent of the customer journey.
By making it easy for customers to say thank you online, We Can Do It Plumbing turned casual satisfaction into public advocacy. And in doing so, they set a benchmark for how local service businesses can scale their reputation with intelligence, automation, and zero compromise.
Learn more at: itspropel.com or call us: (215) 518-0953
