It's Not About The Dripping Faucet

It's not about the dripping faucet or the clogged toilet or even the burst pipe. It's all about the customer that calls you with a problem that they expect you to fix. I like to ask my customers what makes them different; why should someone call you over the other 300 plumbers in your city? I don't always get the same answer, but I do get a mix of the obvious:

• We are the best.
• We're the fastest growing plumbing company in...
• We show up on time.
• We do what we say.
• We are the cheapest.
• We have been around since...
• We are family owned.
• We have all the parts on our trucks

I have news for you: all of that is the customer's expectation. You should deliver on most that. You show up on time? I would hope so. This takes me back to the title of this post: "It's not about the dripping faucet". It's not just you showing up on time, fixing the problem, collecting your check and leaving. You did what your customer expected. What kind of testimonial could be left for that.? "They showed up on time and fixed the problem, they are a little expensive". Nothing special, nothing great.
You become exceptional when you create a WOW factor for your customer. It doesn't have to be anything big. It's all about the little things.  Find out what those little things are and you can turn your customer;s experience into something amazing.
I recently had to bring my car in for service. I dropped it off and when I picked it up, it was fixed and I would have thought nothing of it had I not noticed that they detailed the inside and the outside. This made an impression on me. I was happy driving down the road in my nice, clean car. They wowed me.  Find a way to WOW your customers and you will go from good to GREAT.