What Jeff Bezos & Amazon Can Teach UK Plumbers About Attracting Customers & Winning Jobs
I've spoken repeatedly about the need for plumbers & trades (and service businesses in general) to put as much focus as they can into customer service, and really think about what they can do to ensure excellence in their customer's experience.
The need for this will only increase as AI and technological development pushes more people into industries that still require human labour.
Yes, chances are high that as a skilled trade, AI won't take your job, but it IS going to take someone else's job, and that someone else may decide to re-train and compete with you for your customers.
You beat this by focusing not on your potential competitor, but on your CUSTOMERS.
Only customers fund your business, your profits and your lifestyle. The only time you should be thinking about competitors is when they beat you to a customer because of superior service.
Then you should be questioning; 'did I do everything I could?'
If not, why not?
If you did, then how did they beat you? What can you learn from that?
If they beat you on price, forget it. You don't want to be fishing in that pond anyway.
But if they beat you on service or experience, then you need to know why and how to fix it.
In reality though, if you're truly focusing on your customers, these instances will be so rare that you'll rarely notice or worry about competitors because you won't have time. No successful business owner that I've personally ever met, from plumbers to millionaires, has ever mentioned competitors. All they talk about is customers.
Jeff Bezos said 'obsess about customers not competitors', and the keyword there is obsess. I've seen lots of trades obsessing about the cowboys and '6 week wonders' they have to compete with.
They're usually the same people moaning about their 'cheap' customers.
The fact is, you choose your customers, and you choose your level of competition. No-one is owed anything based on knowledge, experience or qualifications. These things are only valuable when you apply them in a way that solves a problem for a customer, AND in a way that the customer trusts, understands, and finds pleasing.
This is how you build your local reputation. Your BRAND.
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