I’ve known Tom for a number of years and I’ve had him and the team complete work at my place. To say that Water Tight Canberra is not like most plumbers, or tradesman for that matter, is an understatement.
It doesn’t matter what industry it is, I see many examples of business spruiking certain things that they think the consumer wants to hear and which they think differentiates them. Things like passion, dedication, experts, focus on customer service, reliable, etc.
It’s weird because, as consumers, these days, they are not really differentiators, they are just what we expect a business to provide us. It’s a minimum.
There’s a lot of businesses talking the talk but not walking the walk.
That’s not Tom Martin and Water Tight Canberra.
Tom really is focused on not just doing a great job but also the customer service. The proof is in the pudding with amazing Google reviews and winning a National Telstra Business Award.
There is a lot all small businesses can learn from Tom and that’s why I invited him on the show.
I started out by noting that, for lay people, plumbing would seem a fairly straight forward business and we might find it hard to differentiate between one professional, experienced, and licensed plumber and another and so, I wanted to know what unique elements of his business, or industry as a whole, really need to be taken into account when executing his marketing.