How to Identify Top Performers in My Plumbing Company
What the Best Techs Do—and How to Spot Them With Confidence

If you're running a plumbing business, chances are you have a few standout techs-the ones who get repeat customers, handle the toughest calls, and make clients feel taken care of.

But how do you track who’s actually performing best?

It’s not just about job count. It’s about outcomes: who creates raving fans, earns reviews, and builds your reputation.

Here’s how to identify your top performers (and why it matters more than ever).

1. Track More Than Just Jobs Completed

The tech who does the most calls isn’t always your best one.

Instead of only looking at quantity, focus on:

• Customer satisfaction

• Number of 5-star reviews earned

• Callbacks or follow-up visits required

• Upsells or maintenance agreements closed

• Customer loyalty or repeat requests for the same tech

These metrics show the quality of service-not just how fast someone moves.

2. Pay Attention to Feedback

Your customers already know who your best people are. The key is to make it easy for them to tell you.

Listen for:

• “He was super professional…”

• “She explained everything clearly…”

• “I want him next time too…”

When those comments come in consistently about a specific team member, that’s gold. But unless you’re actively collecting it, you’ll never know.

3. Use Reviews as a Scoreboard

Reviews are public proof of private performance. But most companies don’t track which employee earned which review.

That’s a huge missed opportunity.

When reviews are mapped to specific technicians, you can:

• See who consistently delights customers

• Identify which training, routes, or tools correlate with success

• Reward people based on results-not guesses

4. Use Cheers to See Who’s Driving Your Reputation

With Cheers, every tech wears an NFC badge that customers can tap at the end of a job.

That tap takes them to a custom review link-and when they leave feedback, it’s tied directly to the tech who earned it.

That means:

• You know exactly who drove each 5-star review

• You can track performance trends over time

• You can run competitions or bonuses based on real data

• Your top techs feel seen and appreciated (and stick around longer)

Cheers helps plumbing companies surface performance from the field-no micromanaging required.

5. Coach the Middle, Celebrate the Top

Once you know who your top performers are:

• Study what they do differently

• Pair them with newer techs for ride-alongs

• Build training around their habits

• Recognize them publicly so others strive to level up

A culture of excellence starts with visibility. The more clearly you can see what’s working, the easier it becomes to scale it across the team.