FEATURE
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HARD AND SOFT SKILLS For any plumber , achieving day-to-day operational efficiencies is critical . Brown believes that one of the biggest challenges in this regard is the disordered nature of the working day . “ We constantly hear that the only appointment the plumber can guarantee is the first one of the day ; thereafter , it dissolves into chaos .” He says it is normal for customers to expect immediate service , but it is up to the plumber to have the necessary communication skills to manage client expectations . “ You cannot always tell how long a job is going to take , so it is about taking on as much work as you can that day , but making it clear to the client what is and is not possible up front .”
According to Preston , one of the biggest risks he sees for small plumbing businesses is that they do not know how to charge . “ They ’ re great tradesmen but don ’ t always understand how to arrive at a price . If they could charge a better rate , then a lot of the other processes — like the lack of health and safety — would fall into place .” He believes training needs to be taken up on how to cost a job , as this would help uplift the industry . Brown adds that one of the areas of discussion is always hourly rate versus a fixed rate for a job . He considers the latter to be the best option in many instances . “ Customers want certainty as to what a job is going to cost them . So , he advises to have some flat-rate prices , but also to ensure you have good margins .
Inability to collect payment is another major risk . Bruch says COD is the way to go and points out that the thousands of rands he writes off each year are a result of deviating from this rule . Brown agrees , but says that plumbers will often ignore their own policy . “ They ’ ll say the job is COD , but then allow the customer to leave the site before the job is finished — without paying . The reality is that the level of customer appreciation for the job that you do is gone as soon as you leave their premises .”
There ’ s also the lack of skills that many other types of businesses take for granted . Brown says most of the complaints that IOPSA receives relate to this : “ When it comes to things like negotiating , asking for money , personal presentation , and marketing , then many plumbers fall short . But they need to think about advertising , the appearance of their staff , and the way they answer their phones . That ’ s what sets you apart from the rest and creates a successful business .”
While ‘ wowing ’ customers with fancy tools , for example , is a momentary feather in the cap , maintaining good relationships with your customers is far more valuable . In a tight-margin business environment where money isn ’ t easily parted with , especially when being invested for maintenance , managing your customer relationships is vital .
Do not overcharge your customers ; do take responsibility for mistakes ; embrace open communication with your customers ; and be honest and forthright with them . They will appreciate your honesty , and your transparency will build trust in the long run . These two elements will likely lead to repeat business , good reviews , and word-of-mouth endorsement . Better to have a customer for life — who almost becomes a self-elected brand ambassador — than one who feels cheated and shares his or her negative experience with as many ( non ) - potential customers as possible .
BIG FIVE OF BEST PRACTICES Everything you do on a professional basis , and every decision you consider , can be make or break for your business . That is where best practices come into play , and Smith shares his recommended ‘ Big Five of best practices ’:
• Make sure you secure your payment
• Price correctly
• Deliver compliant installations
• Ensure written agreements are put in place
• Take pride in what you do .
Put these best practices into place , along with your accreditation , customer relationship management , and servicing your maintenance customers with the best tools and stock you can , and you will have not only a successful business model , but a successful business legacy .
EMPOWER THE YOUTH WITH KNOWLEDGE Looking at the plumbing sector and artisans as a whole , there is a growing concern that there are not enough skilled workers to meet current market demands . The Artisan Training Institute ( ATI ) highlighted this in 2016 when it observed that there was a 50 % pass rate at universities for artisanal qualifications . “ The irony is that many jobs in the corporate world will simply disappear in the very near future . But there will always be jobs for artisans . Mechanisation , coupled with smart production technologies , are on the increase . This will lead to a plunge in semi-skilled jobs . In the near future , many occupations will no longer exist , but artisans are the bedrock of the economy and will always be needed ,” says Sean Jones , CEO of ATI . To remedy this , he says , we should be encouraging the youth to consider becoming an artisan for a living because they are almost guaranteed formal employment upon graduation and can earn a decent salary per month that is more than most university graduates will start out on . Given direction and knowledge to manage and sustain their business on all levels of risk , from small business to large companies , can only result in success . PA
www . plumbingafrica . co . za March 2018 Volume 24 I Number 1