Installers are often the first person homeowners turn to when they have questions about their water. Being able to have a straightforward conversation about what a customer wants to achieve can therefore be really valuable.
Joy Delaney, NPD & Technical Director at Doulton Water Filters, answers some of the most common questions installers may hear from customers.
1. Do I actually need a water filter?
That depends on what the household wants to achieve. Some customers may be looking to improve the taste or odour of their water, while others may want to reduce specific contaminants or reduce their reliance on bottled water.
There isn’t a one-size-fits-all approach to filtration, so the first step should be understanding what the customer is hoping to achieve. Looking at local water quality information can also help identify what may be most relevant to their household.
Installer takeaway: Rather than starting with a particular product, ask the customer what they want the filter to do. This will help you recommend a system that is appropriate for their needs.
2. Will any water filter reduce the same things?
No. Different filtration technologies are designed to address different water quality concerns, so not all filters will perform in the same way. When comparing systems, customers should look at what the filter has been independently tested to reduce, rather than relying on broad product claims.
Installer takeaway: Make sure customers understand what their chosen filter is designed to reduce and avoid making assumptions based simply on the fact that a product is described as a ‘water filter’.
3. What do NSF and WRAS actually mean?
NSF is an independent public health and safety organisation that develops standards and tests products, while WRAS is an independent UK certification body for plumbing products and materials. They assess different aspects of a product, so having one certification doesn’t necessarily mean a product has been assessed against the same requirements as another.
For customers choosing a water filtration system, they should check which certification a product holds, what it has been tested for, and whether that aligns with what they’re looking to achieve. This can help them understand what a certification actually tells them about the product, rather than assuming all certifications cover the same things.
Installer takeaway: If a customer asks about certification, don’t simply tell them that a product is ‘certified’. Explain what the certification relates to and encourage them to check that it is relevant to their requirements.
4. Which type of water filter is right for my home?
The best system will depend on the property, the available space and how much water the household uses. An under sink system may suit someone looking for a more integrated kitchen solution, while a countertop system may offer a less permanent option. Gravity systems and filtered water bottles can also provide additional flexibility for households looking for portable solutions.
Installer takeaway: Think beyond the filtration itself. Available space, installation requirements, maintenance and the customer’s daily routine should all form part of the conversation when recommending a system. These practical considerations can help determine which type of system will work best for the customer.
5. How often do water filters need to be changed?
This will vary depending on the system, cartridge, and how much water is being filtered. Customers should always follow the manufacturer’s guidance on cartridge replacement and maintenance.
It’s also important to understand whether the claimed cartridge lifespan has been independently tested. Regular maintenance helps ensure that the filtration system continues to perform as intended throughout its intended lifespan.
Installer takeaway: Make sure customers leave the installation understanding when their cartridge needs replacing and what ongoing maintenance is required. This is an important part of choosing and using a filtration system, instead of it being something to think about only once the installation is complete.
6. Is filtered water only useful for drinking?
Most households choose filtration primarily for drinking water, but water is used throughout the day for more than just filling a glass. Filtered water can also form part of everyday routines, such as making tea and coffee and preparing food. For customers considering filtration, it can therefore be useful to think about how the whole household uses water, rather than focusing solely on drinking.
Installer takeaway: Asking customers how they use water day-to-day can help identify where filtration could add the most value to their routine.
