We often get consumer needs and wants confused. When water’s flowing where it should not, when the shower is cold, when the toilet does not flush, the need is obvious. Solving needs brings relief, but it does not bring loyalty. Addressing consumer wants is what leads a consumer to proclaim, “So and so is my plumber.” Here are the eight wants of service plumbers.
Waiting for a plumber to show up, wondering if one will show up when there’s a problem is misery for consumers, who often have to take off work to wait. If the plumber is late, it is agonizing beyond merit because the situation is already tense. Showing up late means showing up in a hole, but at least you showed up.