• Sign In
  • Create Account
  • Sign Out
  • My Account
  • NEWS
  • PRODUCTS
  • CONTRACTORS
  • ENGINEERS
  • RADIANT & HYDRONICS
  • INSIGHTS
  • MEDIA
  • RESOURCES
  • EMAGAZINE
  • SIGN UP!
cart
facebook instagram twitter linkedin youtube
  • CONTRACTORS
  • BATH & KITCHEN PRO
  • BUSINESS MANAGEMENT
  • HIGH EFFICIENCY HOMES
  • TECHNOLOGY
  • WATER TREATMENT
  • PMC COLUMNS
  • PMC COLUMNS
  • Dave Yates: Contractor’s Corner
  • John Siegenthaler: Hydronics Workshop
  • Kenny Chapman: The Blue Collar Coach
  • Matt Michel: Service Plumbing Pros
  • Scott Secor: Heating Perceptions
  • ENGINEERS
  • CONTINUING EDUCATION
  • DECARBONIZATION | ELECTRIFICATION
  • FIRE PROTECTION
  • GEOTHERMAL | SOLAR THERMAL
  • PIPING | PLUMBING | PVF
  • PME COLUMNS
  • PME COLUMNS
  • Christoph Lohr: Strategic Plumbing Insights
  • David Dexter: Plumbing Talking Points
  • James Dipping: Engineer Viewpoints
  • John Seigenthaler: Renewable Heating Design
  • Lowell Manalo: Plumbing Essentials
  • Misty Guard: Guard on Compliance
  • RADIANT & HYDRONICS
  • RADIANT COMFORT REPORT
  • THE GLITCH & THE FIX
  • INSIGHTS
  • CODES
  • GREEN PLUMBING & MECHANICAL
  • PROJECT PROFILES
  • COLUMNS
  • SPONSOR INSIGHTS
  • COLUMNS
  • Codes Corner
  • Natalie Forster: Editorial Opinion
  • Guest Editorial
  • MEDIA
  • PODCASTS
  • VIDEOS
  • WEBINARS
  • RESOURCES
  • INDUSTRY CALENDAR
  • DIRECTORIES
  • EBOOKS
  • PM BOOKSTORE
  • CE CENTER
  • MARKET RESEARCH
  • CLASSIFIEDS
  • EMAGAZINE
  • EMAGAZINE
  • ARCHIVE ISSUES
  • CONTACT
  • ADVERTISE
  • PME EMAGAZINE ARCHIVES
search
cart
facebook instagram twitter linkedin youtube
  • Sign In
  • Create Account
  • Sign Out
  • My Account
  • NEWS
  • PRODUCTS
  • CONTRACTORS
    • BATH & KITCHEN PRO
    • BUSINESS MANAGEMENT
    • HIGH EFFICIENCY HOMES
    • TECHNOLOGY
    • WATER TREATMENT
    • PMC COLUMNS
      • Dave Yates: Contractor’s Corner
      • John Siegenthaler: Hydronics Workshop
      • Kenny Chapman: The Blue Collar Coach
      • Matt Michel: Service Plumbing Pros
      • Scott Secor: Heating Perceptions
  • ENGINEERS
    • CONTINUING EDUCATION
    • DECARBONIZATION | ELECTRIFICATION
    • FIRE PROTECTION
    • GEOTHERMAL | SOLAR THERMAL
    • PIPING | PLUMBING | PVF
    • PME COLUMNS
      • Christoph Lohr: Strategic Plumbing Insights
      • David Dexter: Plumbing Talking Points
      • James Dipping: Engineer Viewpoints
      • John Seigenthaler: Renewable Heating Design
      • Lowell Manalo: Plumbing Essentials
      • Misty Guard: Guard on Compliance
  • RADIANT & HYDRONICS
    • RADIANT COMFORT REPORT
    • THE GLITCH & THE FIX
  • INSIGHTS
    • CODES
    • GREEN PLUMBING & MECHANICAL
    • PROJECT PROFILES
    • COLUMNS
      • Codes Corner
      • Natalie Forster: Editorial Opinion
      • Guest Editorial
    • SPONSOR INSIGHTS
  • MEDIA
    • PODCASTS
    • VIDEOS
    • WEBINARS
  • RESOURCES
    • INDUSTRY CALENDAR
    • DIRECTORIES
    • EBOOKS
    • PM BOOKSTORE
    • CE CENTER
    • MARKET RESEARCH
    • CLASSIFIEDS
  • EMAGAZINE
    • EMAGAZINE
    • ARCHIVE ISSUES
    • CONTACT
    • ADVERTISE
    • PME EMAGAZINE ARCHIVES
  • SIGN UP!
ColumnsBusiness Management

Maximizing the result of branding

The X factor in your marketing.

By Adams Hudson
The X factor in your marketing
August 30, 2016

Let’s begin by looking at the marketing type that maximizes the hopeful result of branding.

Extremely smart marketing types call this “information segmentation and mass individualization based on experiential results.” They use words like this to validate their fees — just as I will if you’re thinking about buying something from us — but for this column, let’s call it what it really is: customer retention marketing.

Oh, sorry. You wanted something more glamorous? You want to talk about getting more leads for fewer dollars or how to guarantee differentiation in your market? You’d rather learn how to turn one sale into many? You feel our time would be better spent discussing the nuances of phone-melting headlines?

If you’ll practice the rare art of active customer retention, all those can happen. This is already known by a small, well-rewarded group of contractors who’ve held a tight lid on this weapon as long as they could.

In fact — after over a decade of preaching to what I thought were empty pews — we’re seeing massive change on this subject. In the past when I asked seminar crowds or interviewed contractors, only about 6% of them did any customer retention. We estimate it to now be around 11% and growing. So, why has this number nearly doubled?

Well, before disclosing how every contractor reading this can capitalize on this former secret, I owe those in the 11% a tip or two on jumping ahead. Fair is fair.

Experienced retention marketers may see their previous advantage to have eroded slightly, but since they’re proactive, here are some suggestions and observations to move forward:

  • Increase aggression for maintenance agreements. This is a version of forced retention and is a natural ascension from your normal customer group. Use your clout to push for it. Negative option renewal highly recommended.

  • Push for greater differentiation through initiatives which — due to a high-tech nature and health slant — elevate your marketing position considerably.

  • Stealth pursuit of web-based lead generation and others allow for customized, flexible lead flow — largely under the befuddled noses of competitors. Those who get in early tend to maintain the advantage. Inexpensive, fast and worth a try.

Consider tying in your web presence with your direct-mail retention pieces. This will allow those Generation Y-ers to access more information about your business by going online.

 

The true magic

To recent retention marketers who are now using newsletters, or are relatively new to maintenance agreements, the real warning is to not quit. We see too many of you get the instant differentiation benefit and positive comments from customers, followed by a tendency to jump to the “next thing.” Sporadic efforts lose the momentum and bring confusion to your staff. Retention is a program, not an event.

Also realize that retention marketing’s effect is like compounded interest. The true magic requires patient and continued pursuit. It builds on itself, multiplying the results, allowing low-cost marketing advantages for earned loyalty, shorter sales cycle, easier upsells, more referrals and greater response rate.

For the group who is still “thinking about” doing customer retention: You can read my list of things to do and what you’ll get by doing them. Sometimes that’s all the spark anyone needs. Yet, for true change, something else must happen.

As most successful coaches will tell you, it’s not about checking off items on a list. It’s about changing your mindset. And since it’s my job to be your personal tour guide for guilt trips, check this mind-shift:

  • The “normal” contractor gets a customer in order to make a sale.

  • The “marketing” contractor gets a sale in order to make a customer.

Admittedly, that sounds odd, and the scarcity of those who get the above is almost the point. (Regular readers of this column know why.) But this should make it clear …

The contractor who is wisely counter-intuitive in marketing wins the marketing. Period. Those who think, act and do like everyone else get results like everyone else. I’ve also noticed their complaints are like everyone else’s, too.

So, by really understanding and applying the marketing contractor mindset, you’re automatically in the small segment, differentiated from the pack.

Most contractors seek to get the sale — a noble goal I fully understand. So their marketing follows that pursuit to the fullest. Those who do it well get there with hard-hitting direct response. Those who do it poorly struggle with mediocre and frustrating results from a variety of sources too lengthy and painful to cover here.

Getting the sale instead of the customer, although alluring on the surface, is limited by meager expectations. It is finite. Yet, relationship thinking allows you to access the infinite.

Imagine your business just a couple short years from now. Instead of a sort-of satisfied group of customers (so labeled merely because they bought something), you see a huge crowd of raving fans. It’s twice the size it is today; each is a direct supporter or salesperson for you. Nearly half of them have a maintenance agreement and they’re encouraging the other half to join them! All feel they know you to a degree, and vice versa, because you’ve built a relationship not based purely on the sale.

Loyalty is nearly unshakeable. Why? Because it’s easy to quit using “just a contractor,” but very hard to quit a relationship.

 

Readers can get a free Customer Retention Kit by emailing their polite request to freePMstuff@hudsonink.com or by calling 800/489-9099. Readers also will receive a complimentary subscription to the Sales & Marketing Insider with their request.

 

This article was originally titled “The X factor in your marketing” in the August 2016 print edition of Plumbing & Mechanical.

KEYWORDS: contractors marketing

Share This Story

Looking for a reprint of this article?
From high-res PDFs to custom plaques, order your copy today!

Hudson

Adams Hudson is president of Hudson, Ink — a national marketing firm for contractors. Readers can get the free report, “What You Should Say (And Never Say) to a Prospect,” and a free subscription to the Sales & Marketing Insider eNewsletter by emailing a polite request to freePMstuff@hudsonink.com or by calling 800-489-9099.

Recommended Content

JOIN TODAY
to unlock your recommendations.

Already have an account? Sign In

  • Worker using the Milwaukee Tool SWITCH PACK drain cleaner

    Pipeline profits: Drain cleaning, pipe inspection create opportunities

    Drain cleaning and inspection services offer lucrative...
    Green Plumbing and Mechanical
    By: Nicole Krawcke
  • Uponor employee, Arturo Moreno

    The reinvestment in American manufacturing and training

    Plumbing & Mechanical Chief Editor Nicole Krawcke and...
    Plumbing News
    By: Nicole Krawcke and Natalie Forster
  • March 2024 Women in Plumbing hero image of woman engineer overlayed by circle of hexagon shapes with numbers from 1 to 10

    Celebrating 10 Influential Women in the Plumbing Industry

    Celebrating Women's History Month and Women in...
    Plumbing News
    By: Nicole Krawcke
Subscribe For Free!
  • eNewsletters
  • Online Registration
  • Subscription Customer Service
  • eMagazine
  • Manage My Preferences

AI can boost efficiency and profitability for plumbing, HVAC contractors

AI can boost efficiency and profitability for plumbing, HVAC contractors

IPEX celebrates grand opening of new Florida distribution center

IPEX celebrates grand opening of new Florida distribution center

Bell & Gossett Illustrates Path to Net-zero at AHR Expo

Bell & Gossett Illustrates Path to Net-zero at AHR Expo

NIBCO Press Solutions

NIBCO Press Solutions

More Videos

Sponsored Content

Sponsored Content is a special paid section where industry companies provide high quality, objective, non-commercial content around topics of interest to the Plumbing & Mechanical audience. All Sponsored Content is supplied by the advertising company and any opinions expressed in this article are those of the author and not necessarily reflect the views of Plumbing & Mechanical or its parent company, BNP Media. Interested in participating in our Sponsored Content section? Contact your local rep!

close
  • J.J. Keller CMV vehicles on road
    Sponsored byJ. J. Keller & Associates, Inc.

    The dash cam game-changer for small business safety

Popular Stories

Underfloor heating installation with drain sewer hole in bathroom close up on water floor heating.

Using hydronics to leverage time-of-use electrical rates

Watts Nexa mobile image

Behind the Wall: Where smart plumbing gets smarter

Six tankless water heaters that feed the nutraceutical manufacturer’s operations.

How to deliver large volumes of hot water quickly and intermittently

PMCE Home-X April 29 Free Webinar: From Legacy to Leadership: Preparing Your Home Services Business for the Next Generation

Events

November 13, 2024

Future Proofing MEP: Navigating the 2026 High Efficiency Water Heating Standards

Join our deep dive into DOE’s new standards so you can future-proof your MEP practice.

EARN: 0.1 ASPE CEU; 1 AIA LU/HSW; 0.1 IACET CEU*; 1 PDH

View All Submit An Event

Poll

Will business be up or down in 2025?

Do you anticipate business in 2025 to be up or down in comparison to 2024?
View Results Poll Archive

Products

The Water Came To A Stop

The Water Came To A Stop

See More Products

Download the FREE Water Conservation, Quality & Safety eBook: Plumbing Trends Increasing Safe Water Availability

Related Articles

  • Adams Hudson

    The priceless power of publicity

    See More
  • Adams Hudson

    The profitable marketing of customer relationships

    See More
  • Adams Hudson

    The big impact of customer feedback

    See More

Events

View AllSubmit An Event
  • November 13, 2024

    Future Proofing MEP: Navigating the 2026 High Efficiency Water Heating Standards

    Join our deep dive into DOE’s new standards so you can future-proof your MEP practice. EARN: 0.1 ASPE CEU; 1 AIA LU/HSW; 0.1 IACET CEU*; 1 PDH
  • May 15, 2025

    From Legacy to Leadership: Preparing Your Home Services Business for the Next Generation

    On Demand Whether you're passing the torch to a family member or grooming current employees for leadership, preparing the next generation of leaders is key.
View AllSubmit An Event
×

Keep your content unclogged with our newsletters!

Stay in the know on the latest plumbing & piping industry trends.

JOIN TODAY!
  • RESOURCES
    • Advertise
    • Contact Us
    • Directories
    • Store
    • Want More
    • Supply House Times
  • SIGN UP TODAY
    • Create Account
    • eMagazine
    • eNewsletter
    • Customer Service
    • Manage Preferences
  • SERVICES
    • Marketing Services
    • Reprints
    • Market Research
    • List Rental
    • Survey/Respondent Access
  • STAY CONNECTED
    • LinkedIn
    • Facebook
    • Instagram
    • YouTube
    • X (Twitter)
  • PRIVACY
    • PRIVACY POLICY
    • TERMS & CONDITIONS
    • DO NOT SELL MY PERSONAL INFORMATION
    • PRIVACY REQUEST
    • ACCESSIBILITY

Copyright ©2025. All Rights Reserved BNP Media.

Design, CMS, Hosting & Web Development :: ePublishing

search
cart
facebook instagram twitter linkedin youtube
  • Sign In
  • Create Account
  • Sign Out
  • My Account
  • NEWS
  • PRODUCTS
  • CONTRACTORS
    • BATH & KITCHEN PRO
    • BUSINESS MANAGEMENT
    • HIGH EFFICIENCY HOMES
    • TECHNOLOGY
    • WATER TREATMENT
    • PMC COLUMNS
      • Dave Yates: Contractor’s Corner
      • John Siegenthaler: Hydronics Workshop
      • Kenny Chapman: The Blue Collar Coach
      • Matt Michel: Service Plumbing Pros
      • Scott Secor: Heating Perceptions
  • ENGINEERS
    • CONTINUING EDUCATION
    • DECARBONIZATION | ELECTRIFICATION
    • FIRE PROTECTION
    • GEOTHERMAL | SOLAR THERMAL
    • PIPING | PLUMBING | PVF
    • PME COLUMNS
      • Christoph Lohr: Strategic Plumbing Insights
      • David Dexter: Plumbing Talking Points
      • James Dipping: Engineer Viewpoints
      • John Seigenthaler: Renewable Heating Design
      • Lowell Manalo: Plumbing Essentials
      • Misty Guard: Guard on Compliance
  • RADIANT & HYDRONICS
    • RADIANT COMFORT REPORT
    • THE GLITCH & THE FIX
  • INSIGHTS
    • CODES
    • GREEN PLUMBING & MECHANICAL
    • PROJECT PROFILES
    • COLUMNS
      • Codes Corner
      • Natalie Forster: Editorial Opinion
      • Guest Editorial
    • SPONSOR INSIGHTS
  • MEDIA
    • PODCASTS
    • VIDEOS
    • WEBINARS
  • RESOURCES
    • INDUSTRY CALENDAR
    • DIRECTORIES
    • EBOOKS
    • PM BOOKSTORE
    • CE CENTER
    • MARKET RESEARCH
    • CLASSIFIEDS
  • EMAGAZINE
    • EMAGAZINE
    • ARCHIVE ISSUES
    • CONTACT
    • ADVERTISE
    • PME EMAGAZINE ARCHIVES
  • SIGN UP!