Survey: Relationships Matter Most in HVACR and Plumbing Distribution

A new industry survey looked at how heating, cooling, and plumbing equipment distributors say their customers make buying decisions, and the results may explain why your contractor sticks with certain suppliers. Of the distributors surveyed, 43% said their business customers (mostly contractors who install equipment in homes) value service and relationships above all else. Only 14% said price is the top factor, and another 14% pointed to technical know-how, while 29% cited the convenience of getting multiple product categories from one supplier.

This is behind-the-scenes industry news, but it touches your home indirectly. The contractors who install or repair your furnace, air conditioner, heat pump, or plumbing often choose suppliers based on trust and service rather than the lowest price. The survey also found that most distributors still rely on in-person sales rather than online ordering, and three-quarters said product knowledge is the most important trait in a good sales rep. That suggests the supply chain behind your home's equipment still runs on relationships and expertise, not just automated ordering.

The report also noted that many distributors don't closely track things like customer retention or win rates, even as nearly half now use artificial intelligence somewhere in their sales process. None of this changes what a homeowner pays or which rebates are available, but it's a reminder that the parts and equipment going into your home pass through a distribution system where personal relationships, not just price tags, still shape what gets stocked and recommended.