November 24, 2020


Home Improvement

Mr. Marketing: The filthy man in my kitchen

For the past two years, our oven hasn’t worked properly. First the thermostat was 150 degrees off, then the pilot light died.

My strengths are decidedly not in home repair. My deal with electricity, plumbing and gas is simple: they do their jobs, and I leave them alone.

Rob Weinberg

Rob Weinberg

(Courtesy photo)

These days, COVID concerns have me minimizing all outsider visits. Furthermore, the last plumber’s appointment — with the stereotypical inability to keep his pants hitched — caused me PTSD.

However, I can’t fix a busted igniter watching a YouTube video. Eventually, hunger overwhelmed inertia and I called the repair guy.

This older gent was nice, but somewhat clueless regarding COVID realities. Removing his mask to take a phone call, he replaced it only after we made repeated requests amid his coughing all over the stove and countertops. We kept our distance, scrubbing thoroughly upon his departure.

When he returned four days later to finish his work, mud trailed from his boots as he tromped through the kitchen. Mr. Repair Guy offered no apology, made no effort to tidy up after himself and will never see the inside of my home again.

True, he fixed the oven. Yet, as the customer, I found his lack of consideration to be obnoxious.

Remember the adage “The customer’s always right?” Social media has magnified this reality.

Last winter, seemingly every business had more activity than they could handle. But the dramatic economic shift since then forces us all to work a little harder.

Meaning anyone hoping to successfully grow their bottom line must provide:

• Good service at a fair price.

• Positive customer relations.

• Pleasant demeanor with good communications skills.

• An effort to consistently get the word out to customers and prospects alike.

Assuming, for a moment, that this fellow’s interested in getting more business, happy customers mean return appointments and referrals.

Considering your clientele’s experience goes a long way towards creating happy customers. Asking if he’d like to be treated the way we were treated might have provided him some perspective.

OK, maybe he’s retiring soon and doesn’t care about growing his consumer base. Perhaps he’s happy with his level of business, or sees buyers as a nuisance rather than a lifeline.

Should that be the case, he needn’t worry about my referring friends his way.

With that said, I wish you a week of profitable marketing.

Clean up your marketing at

Source Article