Quick. Think of the plumbing business. What comes to mind? Exposed butt cracks or a company doing some twenty-odd million dollars in business. There is a reason “plumber-crack” comes to mind first. Everyone knows its kinda an ugly business.
Plumbers are known for getting the work done, but not without leaving their business card – muddy footprints and greasy finger smudges. And God forbid they need to pick something up off the ground. Look the other way!
That’s what we expect when it comes to plumbing. But then there is a plumbing (and other home services) company that is known for their ultra-caring professionals. Gold Medal Service is the gold standard for plumbing (and everything else they do).
Love Your Customers More Than They Love Themselves
Gold Medal’s strategy? Love your customers more than they love themselves. Ok. So how do you do that?
When Gold Medal arrives at a customer’s home, the technician (note: they don’t call them plumbers) arrives in a sparkling, clean pressed uniform. After he asks your permission to enter your house, he puts down a mat on your floor to step onto (no footprints), then he immediately puts on shoe covers (no footprints ever). And as he does his plumbing work, he will take special care to more than just clean up after himself, but to organize the area he is working in. It is like have a butler, maid and plumber all in one. The net effect of the Gold Medal experience, their technicians care more about the house then even the homeowner does. And that leaves a everlasting loving impression.
The trick to standing out from the competition? Love your customers even more than they love themselves. Got it? Good. Now it’s your turn. How will you show love to your customers? How can you love them so much that you leave an everlasting loving impression?