This morning I had a kitchen drain for an elderly customer that we’ve been doing work for for years now. When she called yesterday she said her garbage disposal was plugged up and making a funny noise. I get there and it was just the drain plugged, disposal was fine. Actually looked pretty new. Told her that I don’t want to sell her something she didn’t need. Once I was done and all cleaned up she asked for a favor. The light bulb in one of her bathrooms burned out. Her, being short and just had knee surgery, is not supposed to use a ladder. No problem, no charge. I think she’s referred me to probably a half dozen or so people. One of her neighbors has become a cash cow so to speak. Lots of little jobs, but never blink an eye.Some of my best customers are elderly! Some of them even call me for advice about non plumbing issues. I don’t mind. They are very loyal, refer me every chance they get and trust my decisions on what needs to be done and never question my price. Most of them have actually told me they think of me as family. Some have even insisted to meet my wife and son.
Trust is the biggest factor in business. Don’t get me wrong though, I do have some that want work done for free, I just tell them a higher price but tell them I’ll give them a discount and still charge normal rate. Those the refer me out and are very loyal, I do give discounts to, but most insist on paying the full amount.
Another good type of customer are hoarders. If you don’t show that you’re disgusted by their home, they become comfortable with you in their home and you’re the only person they will call and generally won’t complain about prices.