Ten years ago, father and son duo, Don and Grant Schoenberger, set out with the mission of running a customer-focused plumbing business. From their own consumer experiences, they felt there was a problem in the service industry, where professionals were more highly trained in boosting sales than skilled in their actual field. They decided to base their business model on one simple principle...
“If you treat people well, and are honest with them, and do quality work, then they’ll keep calling, and they’ll tell their friends about you.”
Nearly a decade later, they’ve grown Core Plumbing San Diego from a small family business to an eight man operation. It has become one of the most trusted plumbing companies in San Diego County. So, what’s their secret? The two pillars of their successful growth are creating efficient processes, and building strong customer relationships. Let’s take a look at what Grant has to say:
Build Strong Connections With Your Customers
Grant and his father have worked hard to establish a reputation in the community as a family-run business that provides reliable, high-quality work. Yet, even now, they actively work to connect with customers and develop a sense of trust. After scheduling an appointment, they send a reminder email immediately after the initial phone call, as well as a confirmation the day before their appointment. Next, they notify their customers when a technician is on the way. Grant says,
“When we show up to their door, they already know who we are, they’re expecting us, and we’ve totally broken the stereotype of the plumber who doesn’t show up, or will be there tomorrow between 8am and midnight.”
These touch points keep the customers feeling in the loop, and keep Core Plumbing on the top of their customers' minds. They also follow up with their customers via emails and postcards, thanking them for their business and checking up on the level of service provided, in order to ensure that customers are satisfied with their experience. By building this level of connection with their customers, Core Plumbing virtually guarantees repeat business, as well as referrals.
All of that customer communication, while critical, takes a lot of time. How does Grant manage? Automate it! Grant uses automated emails, scheduled to go out before and after jobs, in order to establish points of contact with every customer without being drowned in a schedule of phone calls. He says this is an extremely simple way to make people happy, and feel valued.
According to Grant, Core Plumbing has also embraced digitization in other aspects of their business, in order to keep things running smoothly. At first, his time was consumed by scheduling, invoicing, and organizing. “We just had shelves and racks and bins, full of nothing but forms and receipts and invoices.” As they grew, he realized this was not a practical way to continue growing, and in order to make time for marketing efforts and customers, they made the switch to paperless in order to maximize efficiency.
By making customer satisfaction their utmost priority, and doing it as efficiently as possible, Core Plumbing has been able to quadruple their business since opening their doors, and establish a phenomenal reputation for themselves.
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