Tough Questions, Easy Answers: 6 Customer Objections to CIPP Repairs You Can Solve Quickly and Easily
Many customers hesitate when you recommend CIPP repair, defaulting to traditional dig-and-replace methods they know. While they understand excavating their property and weeks of disruption, they're unsure about this newer technology that could save them time and money.
As a CIPP supplier, we've documented the most frequent customer objections and developed proven responses to help you address concerns about liner longevity, safety, and effectiveness. Here are six common objections and how to handle them with confidence.
6 Customer Objections to CIPP Repairs
Most customer objections circle around safety, cost, and reliability. And most of these objections come from misconceptions found in forums or through news stories. But when you know how to respond to these misconceptions, you can help your customers feel more confident with your services.
1: Will the CIPP Liner Reduce the Pipe Diameter and Flow Rate?
CIPP liners do reduce the interior diameter (ID) of pipes, but the reduction is minimal at most, especially for a typical sewer pipe (around 4-6” diameters). Not only are most sewer pipes large enough to handle small reductions in the ID, but the liner itself can improve the flow rate in the pipe by reducing friction.
2: Won’t the Liner Fail?
Liners only fail when installation isn’t done right. Epoxy liners, whether ambient cure, heat cure, or UV cure, all laminate with the donor pipe permanently when:
The pipes are cleaned and descaled properly
The resin is mixed properly
And the curing process is done properly
If any of these steps are neglected, there is a chance of delamination or weak spots in the liner. The key is following manufacturer recommendations and using high-quality equipment and materials.
Using only a single manufacturer for resins, hardeners, and curing systems is also important to reduce the risk of weakened chemical bonds or incompatible materials.
3: Why Not a Cheaper Option?
High-cost repairs like replacement and CIPP lining can be shocking for customers, but turning to a cheaper alternative may not offer the results they need. Snaking and hydrojetting can get rid of root intrusions and eliminate some debris, but if the pipe has cracks, holes, or offsets, these methods won’t solve the real issues.
Giving your customers insight into the reasons behind a particular repair option can help them understand why saving money may not be the best solution.
4: What If It Won’t Fix the Problem?
In this case, the responsibility is all yours: come into each job knowing exactly what CIPP can and can’t address. This concern stems from the frequency of unqualified techs pushing repairs that fit their sales goals rather than the customer’s repair needs.
For reference, CIPP repairs typically don’t address:
Bellies
Improper grades
Collapses
Serious structural damage
Significant offsets
In these cases, it’s best for your company to either quote a different service or pass the job on to a company that can do the work properly when your business isn’t equipped for the work.
5: Aren’t CIPP Repairs Hazardous to Your Health?
There are some concerns over exposure to chemicals in CIPP repairs, including styrene and VOCs. But exposure can be mitigated when techs take the proper precautions. Proper ventilation and extra attention to planning and scheduling can decrease the risk of chemical exposure and limit the amount of exposure for technicians.
6: Will CIPP Work for Complex Systems?
Recent developments in CIPP technology have allowed this repair method to expand into more complex systems, including bends and angles up to 90 degrees, multiple connections and terminals, and complex pipe diameter changes. While there are some exceptions, robotic cutting machines and more precise geospatial mapping have made more pipe repair jobs possible than ever before.
Eliminating Customer Objections to CIPP Repairs with Integrity
But even responding to the most common objections to CIPP repairs might not be enough to convince your future customers that your company deserves their attention. The shady practices, pushy sales techniques, and unqualified installers they hear about online could still sabotage your chances of earning their business.
Take a proactive approach to countering these stumbling blocks by keeping your sales tactics friendly, informative, and easygoing. Here are five ways to do just that.
Low-Pressure Sales Approaches
Avoid pushing for fast decisions, adding unnecessary repairs or line items, or encouraging more expensive repairs without clear reasons. These “scammy” sales tactics make customers feel like they’re getting cheated instead of helped.
Focus on relaxed, informative, and no-pressure approaches to help customers see value and build trust rather than forcing a quick sale. As you gain honest business, you’ll also gain plenty of referrals and word-of-mouth support, which is much better for long-term success.
Clear Pricing and Scope of Work
If your estimates aren’t clear enough for your customers to understand, you’re going to run into problems getting them to trust you to do the work and do it well. Make it easy to see what your work will include, and how you come to the final price of that work.
Honest Business Practices
Too often the sale is the first priority for pipe repair companies, even if it means recommending services that aren’t required. These short-term tactics lead to a poor reputation, which loses you potential customers in the long run.
But when your teams are prepared to be honest about the repairs, even at the cost of not taking on the work if it doesn’t fit your team’s services, your reputation will bring far more business over time.
Training and Certification
Overnight pop-up CIPP repair businesses will often come into the market with little or no training. They also will commonly use equipment and materials from several different supply companies, leading to unreliable curing and weak liners. Having proof of your technicians’ training will put you at the top of the list for trustworthy workmanship.
Take your training and certification seriously by choosing a trenchless lining supply company that provides customized education and training on the equipment you plan to use, as well as resins and liners that are designed to work together.
Proof of Quality
The best way to eliminate customer objections is to bring proof that your teams know their stuff. Have case studies, customer testimonials, and examples of your work ready to go at a moment’s notice.
T3 for Your Pipe Lining Supply Needs
Having the right answers means having the right training and support. That’s where your pipe lining supply company comes into play. While so many other supply companies simply sell you their goods and disappear, T3 Lining Supply walks beside you and your team from start to finish.
Our industry-leading training is customized for your needs, your equipment, and your experience. Our third-party testing provides clear standards for curing our proprietary resins. And our 24-7 live customer service is just a call away when your techs run into tough situations.
Don’t cut corners on your CIPP repair business. Choose T3 to give your customers the best service possible.