Rich Jordan | Strongpoint Profile picture
Sep 19, 2020 4 tweets 1 min read Read on X
Something I'm observing:

~3 out of 4 calls we get are from folks aged 70+. Why?

For the past 30yrs, seller had very little marketing. He's grown by word of mouth referrals and customer retention.

And his customer base has aged with him.
My assessment: As we ramp up our digital and trad. marketing efforts, we'll be targeting an entirely new demographic without expanding our service area.

Not out of the question for us to 2x (or more) our customer reach in the same geo.
Our reputation and co. age have made it so that we have the gated senior communities (of which there are many in East Central NJ) nearly locked up.

We'll focus traditional mkting efforts here to maintain that advantage while building digital mkting for the younger demo.
Senior trad mkting ex:

I just had a 10" x 10" ad (full side) printed on 24,000 shopping bags at the pharmacy that services over 2,000 senior homes near us.

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More from @StrongpointRich

May 14, 2022
SMB integration tip:

At takeover, look out for the folks who are both key-men and serious problems.

Immediately set to work peeling back and eroding that key-man status.

You'll be glad you did. We were.
Too many business owners find themselves in this situation.

They end up feeling held hostage by the team member.

Other employees want the owner to take action, but they "can't."

We dealt with this recently. Here's how I approached it:
Day 1, the seller tells me, "Hey so-and-so really needs to go. You should do something about it."

Oh, and she holds multiple key roles with no defined processes in place. Great.

My 1st assumption was that this was a management failure. It was, in part, but not the whole story.
Read 9 tweets
Jan 24, 2021
Creating an adaptable learning organization is one of the most impactful things you can do for your business.

It's not just for the big orgs.

Here's what I'm thinking about with my plumbing company:
Excessive call-backs destroy our productivity and hurt our credibility.

We watch this metric closely to identify techs that need more "love." Any decent plumbing co does.

But there's more to be gained here.
We dig in on the cause - could be anything:
-Stress at home impacting focus
-Straight-up carelessness
-Lack of a specific skill
-Schedule pressure
-Improper equipment
Read 20 tweets
Jan 21, 2021
Time-Slot Dispatching sucks.

My plumbing business is ditching time slots.

Here's why & how:
Once the day gets rolling, time windows become hard to hit and nearly impossible to guarantee.

To compensate, many co's end up giving wide windows: 8-12, 1-5, etc.

This turns into a lose-lose situation. Everyone hates it.
Example: 8-12 window

-You arrive at 10am - middle of the slot. Nailed it! Nice!
-Nope - you're late. Your customer has been waiting for you for two hours!

Poor way to start the call.
Read 13 tweets
Jan 5, 2021
There's a big difference between Productive and Non-Productive costs.

Not understanding this difference will lead to stagnation in your business.
Productive costs:
- Advertising
- R&D
- Sales
- Production capacity
(increase bottom line, lead to more business)

Strive to outspend your competition in these areas. Be ruthlessly efficient elsewhere.
Your typical mom-and-pop SMB doesn't operate this way.

The good ones are hawks on keeping non-productive costs down, but they cut too deep - stunting growth.

You can spot these by their eye-poppingly high net margins.
Read 7 tweets
Dec 17, 2020
SMB Tip:

Fight to gain control of your business' online reviews.

Don't leave it up to probability.
Early on, I set an auto follow-up email containing a review link to be triggered days after an invoice was paid.

Slick, right?? Well, no.
I noticed that our (rare) negative reviews seemed to always be posted several days after performing the job (pos. reviews nearly all same-day). Hm.

No doubt triggered by this auto email hitting upset customers' inboxes soliciting their public feedback.

Clearly sub-optimal.
Read 7 tweets
Nov 30, 2020
Available cash & timely action wins the day.

Got a cold-call today from a small plumbing shop in my area looking to sell their 250 commercial service accounts.

We weren't his first call, but I had an offer to him within a few hours. He replied within 5 mins w/ a counter. Deal.
We're nearly 100% residential service, so this is a great bolt-on for us.

The service provided (backflow prevention testing) will have ~80% gross margin for us and is req'd by law to be performed annually at a minimum.
We'll also likely become the first call for these commercial accounts when they have an emergency, repair, or other plumbing requirement since we're already there every year servicing their system.

We become "their guy."
Read 6 tweets

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