Septic service websites: pumping, inspections and emergencies

A septic company website earns its keep on three kinds of visits: the homeowner wondering if it is time to pump, the buyer or agent who needs an inspection before closing, and the person standing in a flooded basement. Each needs a different answer in a different tone. This guide shows how to write the pumping, inspection and emergency parts of your site so every one of those visitors gets what they came for, quickly.

Pumping schedules: answer "how often?" honestly

"How often should I pump my septic tank?" is the question septic companies hear most, and it deserves a straight answer on your site. The EPA's general guidance is that a typical household tank is pumped every three to five years, and that it depends on the home. Say that, then explain what moves it:

• Tank size. A larger tank holds more before it needs emptying.
• People in the house. More people means more water and solids.
• Garbage disposal. Food waste fills the tank faster.
• Water habits. Lots of laundry in one day, long showers, a water softener draining into the system.
• Alternative systems like aerobic treatment units, which usually need more frequent service.

Then give them a way to know their own number: "Tell us your tank size and how many people live in the house, and we will suggest a schedule." Many septic companies offer reminder service; if you do, invite people to sign up right there.

A line on what not to put in the system belongs here too: wipes (even "flushable" ones), grease, paint, medications, and large amounts of cleaning chemicals. Keep it short and practical. The EPA has a homeowner's section on septic care that you can point people to through your own words rather than copying.

Real estate inspections: write a page for people on a deadline

Home sales bring a steady stream of inspection calls, often with a closing date already set. The people involved are the buyer, the seller, the agents and sometimes a lender. Give them their own page.

Explain what an inspection is in your area. Rules vary widely: some states and counties require a septic inspection at sale, some lenders require one, and in other places it is the buyer's choice. Say what applies locally as far as you know, and suggest they confirm with their agent or the county health department.

Then say what your inspection includes. For example:

• Locating and uncovering the tank
• Pumping it, so the tank walls, baffles and inlet and outlet can be seen
• Checking the distribution box and drain field for signs of failure
• A camera inspection of lines if needed
• A written report with photos

Be clear on two things people on a deadline care about most:

• How soon you can come. "We usually schedule real estate inspections within a week; tell us your closing date."
• How soon the report arrives. "Your report is emailed within two business days."

Use your own real turnaround times, not these examples. Add a form for agents with fields for the property address, the closing date, the seller's contact for access, and who should receive the report.

Warning signs: help people decide whether to call

A list of warning signs is useful, as long as it does not read like a scare. Write it as "when to call us":

• Drains in the house are slow, especially the lowest ones
• Gurgling sounds in pipes or toilets
• Sewage smells inside or near the tank or drain field
• Wet, spongy ground or standing water over the tank or drain field when it has not rained
• A patch of unusually green, lush grass over the drain field
• Sewage backing up into tubs, showers or floor drains
• An alarm sounding on a system with a pump or aerobic unit

Then say what each means in a sentence or two, without diagnosing every case from a web page: "Slow drains and gurgling can mean the tank is full or a line is blocked. We can tell which in one visit."

If you can, add a short "while you wait for us" box: limit water use, do not run the dishwasher or washing machine, and keep children and pets away from wet areas in the yard.

Emergency calls: the most important part of the site

When sewage is coming up into a house, the customer is stressed, often embarrassed, and possibly searching on a phone with wet hands. Your site has seconds to help. Make sure:

• The phone number is at the top of every page, large and tappable. On a phone, it should be the first thing visible.
• Your emergency hours are stated plainly next to it. If you answer 24 hours a day, say so. If you do not, say when you do and what someone should do overnight.
• An emergency line on the home page, separate from the scheduling button: "Sewage backing up? Call now."
• Emergency rates, if you charge them, are mentioned honestly. People accept an after-hours fee more easily when they knew about it.

The guide on emergency service pages covers this kind of page in more detail, and click-to-call buttons shows how to make the number tappable on every phone.

Tone: plain, calm and a little friendly

Septic work is a subject people would rather not think about, and many feel awkward asking basic questions. Your words can make that easier:

• Use the words homeowners use: "tank", "backup", "smell", "yard is soggy". Explain technical terms the first time, such as baffles (the fittings that keep solids in the tank) or drain field (the area of pipes in the yard where treated water soaks into the ground).
• Avoid jokes about the work on emergency pages. A light touch is fine on the About page, never next to the phone number someone calls when sewage is on the floor.
• Be honest about what is out of your hands: soil, weather and age of the system all affect drain fields.

A short plan for the three pages

• Write your pumping section with the things that change the schedule, and invite reminder sign-ups.
• Draft a real estate page with your real scheduling and report times, and a form for agents.
• Turn your warning signs into a "when to call us" list with a "while you wait" box.
• Check your emergency number and hours on your phone, on every page.
• Ask an agent you work with what they wish septic companies' sites said, and add it.

If you want the core page set first, see what a septic service website needs. And if your current site buries the emergency number or never mentions inspections, you can see your site rebuilt first and decide with it in front of you.