ASSOCIATIONS
9
listen for noisy plumbing or water hammer, feel the temperature
and pressure, taste the water to see if there are any quality
issues, smell for damp or sewer gases.
Develop a price list for products or services that you can offer
to clients while you are on site – upsell. And lastly, the most
important question after any job; “Is there anything else I can
do for you while I am here?” you will be surprised at how often
customers remember some extra work that needs doing when
they are prompted.
5. After sales service
A simple phone call to the customer after a job is completed
shows that you really care and if there are any problems
you are being pro-active in following up. It means a lot to
customers and gives them a sense of comfort. Of course, if
there are any complaints or problems deal with them as a
priority. Don’t be defensive or argumentative, be calm and
reasonable and get it sorted out quickly. There is nothing
worse for your reputation than an angry customer, they will tell
everyone they meet about their bad experience – don’t let this
happen. The single most important aspect of good customer
service is the after sales experience. Make sure you are good
at this.
6. Know your numbers
Most plumbers I know hate admin, I can relate, but knowing
your numbers is the biggest factor in business success. Your
bookkeeper or accountant should be your biggest business
asset. Make sure that you get regular financial reports in a
format that makes sense to you. Remember, it is your business
and their role is to report to you on your financial performance
in a way that makes sense to you. If you do not understand
your financial performance, you are almost guaranteed to fail.
Love it or hate it, but you cannot succeed without it. Find the
key performance indicators in your business and measure
these regularly. They will give you a quick snapshot of when
you are winning or losing.
Covid-19 and the effects on our economy have been devastating for
many businesses. Sitting back and hoping for rescue, or a miracle is
not an option – no one is coming! You need to take charge of your
business and make the changes that will carry you to success. PA
“Research has repeatedly
shown that when people
receive professional service
they are less likely to argue
about prices.”
October 2020 Volume 26 I Number 08