~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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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
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.