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I have met many incredible people during my time in the plumbing industry. Not bragging, but I have gotten to rub elbows with many of the great plumbing heating & air conditioning contractors around the country. Most all of them are members of Nexstar Network and Service Roundtable.
 Service Roundtable CEO He recently wrote a column that I wanted to share with all my readers. It doesn’t matter what you do for work. This pertains to you and certainly to me and our company. We have taken it to heart and you can expect us to act upon these 50 points. I will share 25 today and the rest in my next post.
#1 In-home service providers are invited guests in their customers’ homes. Act like one.
#2 Labor is your most perishable commodity. You cannot inventory it. Thus, labor should carry greater margins than material, which can be sold tomorrow.
#3 Service is a show. Put on a good one.
#4 In-home service is local. Act local. Look local.
#5 Low price in-home service companies usually cannot afford to provide much service.
#6 People judge service quality based on the things they can see. Clean everything you touch.
#7 Shoddy looking trucks imply shoddy work. Clean, professional trucks imply clean, professional work. Keep your trucks clean and well maintained.
#8 People do not understand the cost of service. They do not comprehend what it costs to put a truck at their door. Thus, any hourly rate, no matter how low, seems like a lot to a consumer.
#9 A complete repair involves fixing a broken problem and fixing a broken customer.
#10 Customers are not always right and it’s folly to attempt to persuade them otherwise..
#11 Beneath their fury, angry customers are hurting customers. Listen with understanding while their anger runs its course. Reacting to their anger makes it worse.
#12 You cannot win a fight with a customer because even if you do prevail, they will spread poison about your name to everyone they meet.
#13 When there’s a problem, customers usually want less than you’re willing to provide. When resolving problems, ask customers what they want and try to give them a little more.
#14 The impression formed when the phone is answered colors everything that occurs afterwards.
#15 People want to talk to people, not machines.
#16 People’s perceptions are their reality.
#17 Good service is impossible without good dispatching.
#18 In a small service company, everyone should either serve the customer or serve someone who does.
#19 People judge technicians based on their human relations skills, not their technical skills.
#20 Poor quality sales and marketing material implies poor quality work, while overly slick sales and marketing material implies overly slick business practices. The challenge is to design professional material that is not overly slick.
#21 Unapplied (i.e., unbilled) labor is usually the single greatest cost for a service company. Increasing applied time directly increases the bottom line.
#22 Fixed, turnkey repair prices seem lower to most people than fixed material and variable labor prices.
#23 People prefer to know what a repair will cost before work begins. Use flat rate pricing to remove uncertainty.
#24 Companies that do not charge enough to cover their costs, fund future growth, and generate a return on the owner’s investment are subsidizing the customer.
#25 A bankrupt company serves no one. © 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.
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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