Pet peeves and your business’ addiction to crack

Plumber James #2
photo credit: MoToMo

Who hasn’t either had a plumber hanging out of their sink, or heard about one? You know the stereotype.

Some guy’s rear end is hanging out from under your sink, his pants are not quite the right size, and “too much information” is pointed right at you. It’s like looking at a car wreck on the highway. You know you shouldn’t look. You don’t want to see that. But, you look anyway. My eyes, my eyes!

That’s probably one of the most commonly-known consumer pet peeves with the plumbing business.

In your business, no matter what you do or sell, people have pet peeves with your business.

If you’re a builder, the common ones are: communication is poor, workmanship, management of sub-contractors is troubling, rarely on budget, rarely on time, cheap materials that weren’t what was spec’d out.

Note: If you’re a builder, you may not do these things, but I’ll bet you know some builders in your market that DO have these problems. Likewise for the plumbers.

In every single market, there is a common list of pet peeves that consumers have about your business.

We’ve all had that lovely waste of time the “our service person will be there <27 days from now> between noon and 7pm.” That’s what many businesses call a service appointment. I call it a good waste of a day.

What pet peeves does your business inflict on your clients?

Not sure? Ask your clients. Ask friends what ticks them off or annoys them about doing business with businesses like yours. Once you have a list, take steps to eliminate them and put processes in place to prevent their return.

Then take it a step further. Make note of the contrast between you and your competition as it relates to these pet peeves.

For example: “Our service appointments don’t last all afternoon. We’ll be there when we say we will, or we’ll give you $50 and buy you dinner.”

These are easy things to fix, and being the only plumber in town who isn’t putting on a show will make an impact.

3 thoughts on “Pet peeves and your business’ addiction to crack”

  1. Mark,

    Cool post. Some peeves from the world of Software Development.

    - Buggy release
    - Slow updates
    - Fixes introduce new bugs
    - Bad Support
    - Hard to upgrade
    - Bad or No Documentation
    - Lack of web presence

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