The Social Revolution

With a major recession squeezing small businesses and big business as big as ever, how is a local company supposed to thrive and continue getting its name out to customers? Our answer came in the form of a service most of us use all the time: our Facebook. |

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| In the age of social media, it has never been easier or less expensive to let people know you exist, and that logic also applies to small businesses. Today you can broadcast any message (or offer) to as many people who will listen, for free. People aren’t buying directories anymore, they’re looking up what they need online, and at no cost your business can be a part of it. If you provide a service that’s worth raving about, people will find a way to rave publicly on sites like Yelp. Of course this increased connectedness can work against you, making your company slip ups more visible than ever (see the Amy’s Baking Company debacle for a master class in what not to do). The best way to deal with these public mistakes is to try to take the criticism constructively, remember we’re all human, and try to never make that same mistake twice. In the end, this increased transparency adds up to a more level playing field than ever; where the best have a better chance of rising to the top, regardless of size.

For those companies willing to put themselves out there and “work it”, the rewards can be phenomenal. Every time we hear someone say social media’s just a fad or waste of time, we remember so was rock and roll, so was the internet, the mobile phone. There are 15 million companies on Facebook now. 15 million. Millions more on Linkedin, Twitter, the list goes on. So every time we hear those words, “fad”, we can’t help but think the person’s just in denial, or afraid of change. There are some bandwagons you just have to jump on, or you’ll be left alone in a ghost town, and social media is one of them.

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Social media is the new neighbor on the block. Except instead of talking across a fence, you’re talking across the world. Just wait until figures start coming in about how much commerce has been produced from social media. For our company, it has changed everything. It’s sharpened our skills, made it easier to refer others and find products, to stay updated on our community, and has made conducting business generally more enjoyable. So jump on board the social media bandwagon: we guarantee you’ll be a better, more aware company for it.

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What do you think about this social media revolution? Leave a reply!

morganmillerplumbing.com

Is the Customer Always Right?

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Could you imagine going to work each day dreading the customer you are going to HAVE to work with? How awful would that be? By noon, you’d want to walk out. There is no way a company would stay positive. You could put on your best “fake” voice, but you can only put up with so much disrespect.

Though “the customer’s always right” is commonly accepted, we have learned to say goodbye to many customers over the years. Now, don’t get me wrong…we do NOT take saying goodbye to customers lightly. It is the last thing we want to do, but sometimes in the service industry, it must be done. Confidence in your product or service helps. If you know that your service/product, customer service, work force, and follow up is superb, it’s much easier to say goodbye, though you often wonder why.

Depending on what the customer does to disrespect one of our members, we will generally go through the pros and cons of letting them go, then come to a consensus. Watching fellow employees react to process of “firing a customer” can sometimes be a treat. I say that because in that moment, the employee realizes that the company has their back, no matter what. That in turns creates a workforce that wants the same goals as you, and knows that treating a customer with the upmost respect is extremely important. No one wants to let anyone go after having a bad day, but you also shouldn’t have to bend so far over backwards that you nearly break yourself.

Our workforce knows to do anything and everything possible to ensure our customers plumbing problems are solved quickly, quietly, and neatly. Yet, sometimes this isn’t good enough for some individuals. Constant complaining about pricing, swearing at our technicians, or yelling at the office staff… All of these things and many more are huge red flags to us. It is just like an unhealthy relationship, you know the signs that point to “kick em to the curb” route. Because we do know when to stop bending backwards, we know have many happy, nice, and respectful customers. They then send all their nice family and friends our way. Just remember, you are human too and don’t deserve to be disrespected, at all. Stand up for yourself, employees, and business.

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A “Real” Good Time

Just the other day we had some lumber delivered to our home and being the kind of guy that I am, I quickly struck up a conversation with the delivery man. I asked my new friend, John, how the lumber delivery business was going and his answer made my day. John claimed that he couldn’t keep up, that they had him working day and night. Both John and myself agreed this was a very excellent news indeed.

Filming our latest commercial

Our television rep was in to visit and we got to talking about different things as we usually do. Side note: You see we got lucky with our rep. He has become our friend and advisor, he really gives us his time. Whether he really cares of not, I don’t know, I do know that he shows it and that’s all that matters. Taking care of business. Okay back to the story.. So our rep says that his station is fully booked with ads. That they are breaking records and activity  is at a 5 year high! This is fantastic news, fantastic for everyone!

Just last week I spoke with a painter we network with. Kevin is a great business person and the leads we have given him, he has taken care of right away. In our brief talks Kevin says he has never been busier this time of year, and he has never seen anything like it. This is absolutely wonderful news.. So now you start to wonder where this is taking you…

After all this great news my mind wanders to the men and women we have working here that are under 30ish, in fact, all men and women working anywhere under 30ish. Are they ready for the recovery? They’ve never seen truly prosperous times. They have lived through the horror of 9/11, two wars, and the worst economy since the Great Depression, nearly 100 years ago. What do they know about good times? Then a smile came across my face, of course they are ready.

Our social media team is under 30

They’ve been ready for several years now. Actually they were born ready because they are OUR children and grandchildren. They are going to rock this thing. All we have to do is stand back, guide when necessary, and watch. The recovery is going to be so much fun and rewarding to be a part of.  After eating on a bread and butter diet for most of this century, the steak and potatoes that we are about to gorge on will be that much better.

Especially for those under 30 who have never enjoyed “good times.” Better watch out this thing that we call an economy is about to take off and we have all new leaders at the front of the ship to guide the way. What a blast it shall be! Weeeeeeee….