Can you believe we’re at the end of the first quarter of 2018? This year is flying by, and if you aren’t going just as fast, you could be left behind.
Your competitors are always on the move, coming up with new services, developing new promotions, adding staff, and generally trying to pull your customers away. Are you just sitting and watching it happen? Or are you doing something about it?
Ken Goodrich wouldn’t let his company fall behind. He founded The Sunny Plumber in Arizona in 2013 and has already expanded to Nevada and California — all thanks to a strategy that puts customers at ease.
Customers can buy into a maintenance plan in which technicians inspect plumbing and clean drains twice a year. The company’s work is 100 percent guaranteed; customers who aren’t satisfied get all their money back.
Goodrich isn’t slowing down — far from it. As you’ll read in this issue’s Profile, he wants a presence in all lower 48 states within the next 10 years.
BEING THERE NOW
A big part of The Sunny Plumber’s success is being available, 24/7. Customers can reach staff by telephone, email, online chat and social media.
We all know customers with problems will likely go to the company they can reach first. The Sunny Plumber is positioned to be that company.
Wouldn’t you love to have that reputation? Well, you can, even without a huge staff. Here are some tips to get you started:
Offer multiple channels: Be easy to reach. Post your phone number and email everywhere; check email frequently. Make sure you’re active on at least one social media platform (Facebook, Instagram, Twitter, etc.).
Invest in online chat for your website: A 2016 ATG global consumer trend study found that 90 percent of customers consider live chat helpful and will go to that before calling.
Respond to feedback fast: If someone leaves you a voicemail or a Facebook message, answer as soon as possible — immediately if you can. Show customers that you care. Don’t give them time to call someone else.
Train your staff: It can be stressful to take feedback, especially since it’s often negative. Equip your staff to handle complaints with ease and courtesy and to respond quickly to questions or issues. Consider a handbook with frequently asked questions. Don’t skimp on training.
PUT TECH TO WORK
Once you have that customer connection, give technicians the tools to make jobs easy and efficient — for themselves and property owners.
In the On the Road feature, Dave Banghart explains why the FLIR Systems C2 thermal-imaging camera he purchased was a game-changer. Before, he had to open numerous holes in the walls to find leaks. Now, he just points the camera at the wall and gets a good idea where the leak is. The camera speeds up jobs and limits damage — which puts customers at ease.
There is a lot more technology out there. Check out Product Focus to see new tools for rehabilitation and repair.
YOUR WORK
Speaking of projects, I’d like to hear about yours. Have you faced a challenging work site or handled a tough job? Tell me about it, and you could find yourself in our First Responders feature. Call 800-257-7222, or email me at editor@plumbermag.com.
Enjoy this issue!
