Some of the best lessons in business come from mistakes made, not successes. That’s why I love making a study of the errors of service companies. If you know what is not working, you will learn what can work.
These are the 5 characteristics of weak service companies. Each of these flaws will weaken a company. Combined flaws can cripple a business or kill it.
James Owen has some new ideas about winning at residential plumbing service. For one thing, he doesn’t charge any kind of service or dispatch fee. He is also willing to waive the diagnostic fees in many cases.
I’m not a plumber. And, I’m not from the trades. When I took this position, the previous year we had only around $350,000 in service plumbing revenue. Only two years later we are now on pace for between 2.5 and 3 million in residential plumbing service revenue.
I met James last year at a PRESS PLAY Training Event. James is the COO of Plumb Tite in Cincinnati. He has been in the trade for just over 2 years. So, he doesn’t filter his business practices through old school thought processes.
Imagine that you are at a big industry event. The main stage just released everyone to the breakout sessions. You find your room, and take a seat.
After 10 minutes, you realize that you are in the wrong room. This place literally isn’t for you.
You are now faced with a decision, what are you going to do?
Many service techs don’t believe that Flat Rate can work in a small town. They argue strongly that Flat Rate is the ruin of this industry, and will be the downfall of society.
You may think that I’m over exaggerating the feelings of these self described Small Towners and Anti Flat Raters. I’m not. And, to prove it, here are a few of their direct quotes from Facebook.
From a Plumber: “You would get run out on a rail if you did flat rate in my small town. We tried it. Didn’t work.”
How to get your spouse to support your career.
1. Include your spouse in the conversation
2. Share the experience
3. Show the Mission
This video was originally aired on our Facebook Live Feed.
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Callbacks are dreaded. Techs don’t like them, CSRs are embarrassed by them, and managers hate the lost productivity. Yet, a callback is the most important call you will ever receive.
A callback represents a second chance to get it right. It is the clients way of saying,
“Even though I’m disappointed with you, I value our relationship enough to save it. Do you?”
You see, the client wants her Plumber to save the day. She wants her HVAC Tech to step up and be the hero. She wants her Electrician to bring the sparkle back to her smile.
Let me show you how to win on the callback.
Terry Barrett will be covering The 5 Traps of a Manager at the Service Roundtable International Event. Thursday April 7th, 4:15 to 5. This is a great opportunity to get training for your service managers and sales managers.
You can get your Tickets by CLICKING HERE.
We look forward to seeing you there!