Five Books. One Method.

Great service takes more than technical skill. The Stratella 6 gives plumbing technicians a six-step communication process for every service call: Preparedness, Intro, Discovery, Evaluate & Educate, Options with Purpose, and Close. With practical examples and exercises, this field guide helps technicians ask better questions, explain what they find, present clear options, and confidently ask for the sale. It’s a process your team can practice, coach, and use on the next call.

Every customer communicates differently. Stratella Personality Types helps technicians recognize four common styles—the Driver, Analyzer, Connector, and Protector-and adjust their approach while staying true to themselves. Learn the cues to listen for, what each customer needs to feel comfortable, and how to present information in a way that connects. Exercises help turn those insights into conversations you can use in the home.

“I need to think about it.” “That costs too much.” “I need to talk to my spouse.” The Little Book of Objections is a pocket guide for the moments that can stall a sale. Built for plumbing technicians, it pairs common customer concerns with clear, practical responses that help you uncover the real hesitation, explain the total cost and available options, and agree on a specific follow-up. Keep it in your truck. Review it before a call. Use it to build the confidence to stay in the conversation.

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CSR Playbook Customer Service Excellence