The Joy of Plumbing: A Guide to Living the Life You Really, Really Want by Hattie Hasan

Author:Hattie Hasan [Hasan, Hattie]
Language: eng
Format: epub
ISBN: 978-1-907722-42-4
Publisher: Ecademy Press
Published: 2011-03-15T00:00:00+00:00

Customers are predisposed to love you

If all that evidence wasn’t enough to convince you that customers will love you, let’s just look at something else.

Why was it that during one of the worse global recessions in 2009/2010 Stopcocks and indeed the businesses of all the women I interviewed grew? When traders were slashing their prices to cut throat levels, women plumbers were thriving!

The recession didn’t stop people spending altogether but it did make consumers more careful about what they were spending on. None of the plumbers I met in my research for this book felt the recession. They remained just as busy, and, in fact many got busier than ever.

A customer survey (my own empirical research) revealed that customers expect a better service from women. The expect that a woman will turn up on time, do a tidy job and clean up after herself. They expect a woman to care about their property as if it’s their own.

Perhaps it’s these expectations that make us work in the way we do. Perhaps it’s the way that girls are brought up to be mothers and carers that makes us work this way. Perhaps we are wired to be caring and nurturing and it doesn’t matter how we reinvent ourselves, our approach will always be the same.

For me it’s true that I want people to like me, I want them to be happy with the job I’ve done, and I want them to talk about me to their friends. (In a good way, of course). These have been the drivers that have made Stopcocks a success.

I didn’t know I was being archetypal in my behaviour and neither, I expect, do you, until now; but customers want someone they can trust, and someone who understands what’s going on for them when their house is ‘broken’. They don’t want a clod-hopper who traipses all over their house and their feelings, with no care.

The secret is; customers don’t know this until they are presented with the possibility of a female plumber. They are ‘trained’ to believe that a tradesperson will rip them off and that they have to be ultra guarded. They put on their psychic armour when the doorbell rings. When a woman answers the call for help, they can take off that armour.

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