It’s Our Plumbing Business Anniversary
According to Forbes, 80% of small businesses fail within 18 months. We just celebrated 10 years in the plumbing business so we thought our anniversary was a good time to reflect on 10 things we have learned that can help local businesses like ours succeed. Here they are:
It’s all Monopoly Money. Our family plays a card game called Monopoly Deal. In the game, sometimes you have fat wads of cash, sometimes you have none, and almost always it changes in an instant. We have learned that the same is true in business. You can’t get too attached or worried about what will happen, you just have to keep playing.
Always Take Responsibility for Your Mistakes
Always try to get it right the first time, but on occasion things will go wrong. Through troubles we have learned that how we respond to problems can turn them into assets. Some of our best and most loyal customers were the ones we had to fix an issue for. Stand behind your work and do everything you can to make it right. Taking responsibility turns what could have been really bad into something good!
Customer Service is the Most Important Thing
Customers want to be heard, so always answer the phone or call them back as soon you can. Do what you say you’re gonna do, when you say you’re gonna do it. Treat people how you want to be treated when you are the customer. Keep calm and be respectful no matter what. These are the skills that build long term relationships with people.
Craftsmanship is the Second Most Important Thing
A craftsman is a person who strives to do their best, even when no one is looking, and even if it takes more effort. A craftsman looks at his or her work as an expression of themselves, not just a paycheck. Be a craftsman, even if the customer doesn’t have an understanding for or appreciation of the difference. After that, always double and triple check yourself. You probably missed something.
Be True to Yourself and Your Values
In the plumbing business (as with any business) there will be other companies who do things that you find unethical, and they will make money doing it, sometimes big money. Don’t be tempted to do it too. Remember, it’s all Monopoly Money, but integrity is worth more than money.
Faster and Cheaper Does Not Equal Better
Don’t be sorry to charge what you’re worth, even though some people will balk at it. That’s ok. You need to know what your worth and not be apologetic about it. Faster and cheaper is not better.
Do What You’re Good At
Do what you’re good at, and find someone else to do the rest. If you’re a plumber, start a plumbing business. If you’re an administrator, administrate it. Don’t waste your time spinning around those things you suck at. Pay someone else to do your taxes. Pay someone else to fix your website code. Whatever it is you’re NOT good at, pay someone else who is, and focus on your focus.
People actually like it when you follow up, call them to check up on their plumbing service, and see if they need anything else. This was a hard one, because there is a fine line between following up and being seen as pushy, which we definitely don’t want to be. For a long time we were so far into the not-pushy side of the spectrum that we were seen as not interested, which is definitely not what we were going for.
Just because you know what you’re doing doesn’t mean you know everything about what you’re doing. Keep learning, keep reading, keep growing. You never know what you don’t know!
Be a Resource
Whenever possible, be a resource for others in your community and trade. Share what you know. Help a neighbor out. Do what you can to help others succeed. Give.
That’s all for now. We look forward to the next 10 years of plumbing business in Asheville and what we’ll learn from them! We hope if you are in the Asheville or Hendersonville area and need a good plumber you will give us a call.
Goodman Plumbing Asheville www.goodmanforthejob.com 828-774-7076