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Lets face it, we are all in the people business. Who provides the best client experience will set themselves apart from their competitors.
In my last post I gave you the first 25 observations from from my friend Matt Michel.  CEO Service Roundtable
Today I share items 26-50
#26 Unless you remind them, people forget the name of your company the moment the truck pulls away from the house.
#27 No one wants to hear that something can’t be done. Rather than tell people what you can’t do, tell them what you can do.
#28 Customer churn is the single greatest marketing cost.
#29 Usually, there is more business within five miles of a service company’s shop than the company could possibly handle. Still, they drive past it, dispatching trucks to calls 30 miles away.
#30 Only employees make money on windshield time.
#31 The cost of training is less than the cost of not training.
#32 Service employees cannot treat the customer better than the boss treats them.
#33 Service businesses are built on relationships.
#34 Companies that serve at the customer’s convenience can charge more than companies that inconvenience the customer.
#35 You can afford to give price breaks to customers who are willing to inconvenience themselves by waiting until it is convenient for you to serve them. These customers help you become more efficient and cost less to serve.
#36 Because call takers are often the first point of customer contact, service companies should be willing to pay a couple of dollars above market rates to hire quality. This is a marketing expense.
#37 The world’s greatest mechanic, who lacks people skills, is unqualified for residential service.
#38 Sales is the art of helping people buy. Sales is something you do *for* people, not something you do *to* people.
#39 The best informed customer is the best customer. Better informed customers know more, want more, and spend more.
#40 Everyone is not your customer. People’s needs and wants differ, making it difficult, if not impossible to serve everyone well. Pick the customers you will serve well and meet their needs precisely.
#41 Technicians are teachers as well as mechanics. They teach customers.
#42 People buy whenever they 1) recognize a need or want and 2) discover a satisfactory solution they can afford. The key words are “recognize” and “discover.” Often, discovering the solution causes them to recognize the need or want.
#43 People with less money cannot afford cheap solutions. They cannot afford to pay twice.
#44 It is the height of arrogance to withhold information from customers and to make decisions for them. Never assume customers will automatically want a repair and not a replacement, or vice versa. Give them their options.
#45 People like choices, so provide them. Offering a single choice is an invitation for customers to call a competitor.
#46 The best salespeople are usually the best educators.
#47 Trust is built one experience at a time. Yet, trust is fragile. A mountain of trust can be undermined by a single broken promise.
#48 People buy for their own reasons, not the company’s.
#49 People are interested in their needs and wants, not the company’s.
#50 Any work that results in positive gross margin is better than sitting around the shop. When technicians are idle, marginal business makes sense. © 2003 Matt Michel
Well, can you relate? Do these items describe the type of company you want to deal with?
Rest assured we do.
And speaking of great service, click here to schedule your on-line service request and redeem this $50 coupon for the water-saving fixture and installation of your choice. That way, you’ll save twice on the same job.
From your local Pasadena plumber to you, we’ll see you next time…“Around the
House.”
Kevin Shaw is president of Kevin Shaw Plumbing, Inc, serving the San Gabriel Valley since 1982. With over 30 years of In The Field experience, Kevin has the skills and know how to fix most any plumbing, heating, air conditioning and insulation problem and makes it a priority to stay abreast of the latest needs in customer satisfaction as well as technical advances. He has served as the President of the Plumbing-Heating-Cooling Contractors (PHCC) of the Greater Los Angeles Area, and the California State Board of PHCC. He is also a member of the distinguished organization Nexstar Network and a founding member of Service Roundtable, both of which are trade organizations that train and equip contractors to meet their customer’s plumbing, heating & cooling needs.
For questions, please contact info@kevinshawplumbing.com or call 626-359-1864. You may also visit the company’s website at www.KevinShawPlumbing.com for more helpful tips and homeowner articles and general information. You may also send any questions or comments to: 224 E. Foothill Blvd., Monrovia, CA 91016
You can follow us on Twitter @ http://twitter.com/DrNoLeak and on Facebook @ http://www.facebook.com/KSP.Inc?ref=nf
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