Why We Don’t Believe You (Yet)

I’ve never had much luck finding a good plumber. But I’ve certainly tried.

The cycle normally goes like this: the new plumber arrives to diagnose a problem. He quotes a price, and promises that his solution is the best one. Then he completes the job, collects payment and goes on his way.

A short time later, the problem resurfaces – and the plumber disappears.

I’ve had so many bad experiences that I can’t help but assume that all plumbers in my area are unreliable. Note: before I get pounded with emails, please understand that I’m not suggesting that all plumbers are unreliable – that’s just been my experience.

Recently I found someone who I thought might change my perspective. He showed up on time, figured out the solution to a problem no one else could, and quoted a reasonable price. I couldn’t hide my surprise. “I’m different,” he explained. “I care about every customer, big and small.”

Then the northeast was hit with an unexpected October snowstorm – and he disappeared as well. He was bombarded with new business, and never showed up to do the work.

Companies that operate in markets with a history of spotty service should take note: you can claim that you’re better than the competition all you want. If people have been burned in the past, they can’t help but wait to get stuck (again) with a company that doesn’t care. So even if you’re the best plumber, attorney or consultant in the game, you’d better be prepared to prove it again and again before they start to believe your story.