Some of you might be wondering where I’ve been. Others have hardly noticed. Either way, it’s been a couple of months since I’ve communicated with you.
My wife and I decided to remodel our bathrooms as we stared at our walls during the 2020 covid isolation. Judging by the lumbar prices and wait times for subcontractors, we were obviously not alone.
We just finished up the five-month project last week, with June being a push to the finish line.
I’m fascinated whenever I’m on the other end of receiving services from small businesses. For example, as we were hiring contractors, I’m noticing:
- How did this contractor get on my radar?
- What makes up my decision to do business with one person over another?
- How did the bottom-line factor in with their communication skills and reputation?
- How did they earn my trust?
You’ve heard it said before, and I certainly didn’t come up with it on my own, but the foundation of a successful referral business goes something like this:
“All things being equal, people will do business with, and refer business to, those people whom they know, like, and trust.”
Most people want and choose to do business this way. My wife and I certainly did.
We selected contractors based on their reputation and a personal referral.
Hiring them involved risk, thousands of dollars, and time. But it frightens me to say, I think we chose them simply because we liked them.
And to be honest with you, it was mostly the first impression that got our business.
However, we know that all things are not equal nor what they seem at first glance.
Not all therapy is equal no matter how generically it is defined and marketed. Expertise makes a difference.
We discovered not all plumbers do the same quality of work. Even when they did work for us in the past.
Some companies have trouble keeping quality help and we paid for their lack of competence. (As a side note, I’m astonished at the hourly rate a plumber or electrician can charge.)
No matter how well people know us, like us, and trust us as professionals we have to be able to make their lives better with our knowledge and skill.
We’ve got to provide life-changing service time and time again. As you know a lot goes into making that a reality.
I’m undergoing somewhat of a personal remodel too, as my 40+ year career as a physical therapist winds down.
I’m in a liminal space where I’m letting go of the known, my roles, and identities in order to grasp onto what the next stage of life offers me.
More on that later.
Thanks for being here!
Be aware. Be present. Bye for now.
Paul
