It's About Time
May 01, 2006
It’s about time! Finally, a service company who puts their money where their mouth is. “Always on time, or you don’t pay a dime.” “If there’s any delay, it’s you we pay!”
I spent two days in Las Vegas with Clockwork Home Services, Inc. and the owners of Benjamin Franklin Plumbing, One Hour Air Conditioning and Heating, and Mr. Sparky franchises at their annual “Operation Brand Dominance” conference. These companies have a common unique selling proposition: On time service– if they’re late, your service is free or they pay you!!
Last week, I spoke to this energetic and enthusiastic group of entrepreneurs about the Personal Experience Factor. My purpose was to show them the elements for crafting a compelling customer experience. Instead, they taught me a thing or two. These sharp business women and men were already in tune with the concept of the PEF; (technicians wear shoe protectors, clean up after the job using a fragrant cleanser, follow up with cards and gift certificates, etc. – and they have a persona-based website.)
Clockwork Home Services, Inc. attended every detail to provide for their attendees a compelling PEF that was fun, entertaining, and informative: Great food, timely information, and a birthday celebration complete with an appearance by “The Punctual Plumber’s” namesake, the 300-year-old statesman himself, Benjamin Franklin. If that weren’t enough, Thursday afternoon there was a for real on-stage wedding proposal (she accepted). And in spite of all the spontaneity, the events all came together like – well – like “clockwork.”
The most impressive aspect of this company is in the way they’ve created a close-knit culture within a large organization. Though I was an "outsider," I felt welcomed by the camaraderie that all the business owners seemed to share with one another. These were men and women of integrity who bring their hearts into the business of home services.
If you need any plumbing, electrical, or AC work done, you wont find anyone more conscientious than the owners of one of these franchises. See if these companies service your zip code. If you don’t have one in your area, maybe you could be the first to own one of these fast-growing businesses in your neighborhood.
P.S. Special thanks to my WOA Partner and good friend, Stephen Sorenson, for inviting me to the Operation Brand Dominance conference.
-mike
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