If water runs through it. We do it! – This is a very common plumbing slogan that used to be so catchy to the target audience of some companies in the plumbing industry. If you have a plumbing business and you wanted to run your company according to this slogan, you may discover that you will not yield good results. Do you want to know why? It is because that some leaking faucets are different between customer A and customer B. You have to keep in mind that your customers have different perceptions of the issue regardless of having the same plumbing problem.
Obviously, as a plumber, responding to your customers in different ways is crucial because each customer has unique plumbing needs. The critical point here is to understand further your target audience and their expectations, including what they see as motivation. In this blog, the target audience will be discussed, including the most common types of customers you’ll face and tips that can help you retain the relationship you already establish.
Different Types of Customers You Encounter
Generally, there are six variants of clients typically called “personas” and must be seen differently in every aspect. The following personas below are established based on raw data, representing the various silos of individuals that seek your plumbing services. These personas are categorized according to challenges, goals, challenges, values, fears, and demographics.
1. The homeowners
One of the most apparent personas is the homeowner. However, it is crucial to note that this personal varies according to geographic areas. Some homeowners that can be your potential customer may be more cost-sensitive and instead wanted to get plumbing repairs done by themselves. This persona has a mentality and beliefs that are in contrast to the suggestions of professionals. For instance, repairing issues on their own becomes their top priority. As a result, they choose to do DIY plumbing instead.
2. The real estate agent
The real estate agents typically look at plumbers as their partners. Why? It is because their goal is to assist customers in buying/sell houses or properties. For the most part, homes need repairs even before they can be placed on the market. The repairs need to be addressed faster, more efficiently and be in line with the budget. If the right plumber like you is found, the real estate agent can fully rest assured that the issues will be solved in a timely manner. Plumbers used specialized tools that help them in tracking projects, tasks, and even plumbing services they provide to their clients.
As a result, a client like the agent can now focus more on the other aspects of the job, like closing property deals and more. Real estate agents are very generous, for they often reward plumbers with good referrals. In most cases, they wanted to establish a long-term customer relationship with their trusted plumbing contractors. This persona prefers to work in a plumbing company that is very flexible and efficient regarding the offers and pricing.
Pro Tip: Your plumbing company must include things like 24/7 emergency services, free estimates on complex jobs, same-day water heater installation, and warranties for new buyers.
3. The small business owner
The small business owner persona typically requires immediate assistance. This persona doesn’t spend too much time thinking and dealing with any plumbing issues. If there’s a plumbing issue, it must be seen as soon as possible because their business operations have to run continuously. For this particular persona – timing, responsiveness, and speed is absolutely everything.
Moreover, your plumbing company has to look at keywords such as “same day installations” and “same-day response”. These types of keywords are typically used in conjunction with any plumbing keywords because most small business owners prefer this to implement quickly and efficiently.
4. The restaurant entrepreneur
Like small business owners, restaurant entrepreneurs prefer plumbing services that are quick and responsive. They care more about elements like the actual size and capability of your plumbing business because they wanted to search for a reliable partner with who they can establish a long-term relationship.
Essentially, this persona wants to be rest assured and confident that you’re plumbing company will prioritize him and his restaurant’s needs. Moreover, keywords that typically resonate with the audience include “rapid response” and “effective service.”
5. Property and facility managers
This persona wants your plumbing services to be available 24/7. Property managers are also looking forward to special rates. These professionals often work in the commercial sector. Hence, most of the plumbing services they usually requested are quite general. It includes elements such as commercial kitchen and bathroom repairs and hot water tank replacements. Bigger services can also be required, like flood restoration and pump truck services, depending on the situation.
This type of person generally refers to good services throughout the industry, and they also value good plumbing services. Property managers are always looking for a quality partnership and want to achieve a long-term relationship with a trusted and reliable plumbing company.