Small business owners recognize the value of a powerful Customer Relationship Management (CRM) tool. Storing and tracking customer communication history, job data, maintenance agreements, equipment history, and more, the right CRM can help a business grow its customer base and increase revenue. Many of us are most familiar with CRM software and its benefits as Read more
Guest Blog
Small business owners recognize the value of a powerful Customer Relationship Management (CRM) tool. Storing and tracking customer communication history, job data, maintenance agreements, equipment history, and more, the right CRM can help a business grow its customer base and increase revenue.
Many of us are most familiar with CRM software and its benefits as it relates to our sales teams. After all, they tend to be the primary users on a daily basis, capturing a wealth of useful customer information. But that same CRM data is a hidden gem for the marketing department as well.
Marketers have their work cut out for them these days. As attentions are scattered across more and more communication platforms, it has become necessary to increase marketing frequency. In fact, a potential customer usually requires about eight touches from a business or brand before a sale happens. Whether a business is looking to develop effective email marketing content, implement automation to assist with hands-free outreach or determine ROI on a campaign, CRM has tools available to help.
Just remember: it’s imperative to obtain the proper permissions from both current and potential customers before adding them to a marketing list. Once that step is taken care of, it’s time to start brainstorming your next marketing campaign and the messages you want to convey to these two different audiences.
For prospective customers, messaging is typically geared towards communicating why you are the best company and why they should want to do business with you. This is the time to separate your business from the competition, making a memorable impression that will stick with them when they go to book their next service appointment.
Since current customers are already familiar with your company and its services, the marketing message usually revolves around offering them special promotions or maintenance service agreements. Businesses may also want to provide them with helpful tips and advice that further position the company as the provider of choice in the industry and market.
CRM Tool #1 – Segment contacts for email marketing
Email newsletters can be a cost-effective marketing campaign solution to convey these different messages to both prospective and current customers. Email can help build relationships with customers and keep them coming back, and they are fairly easy to start. Even better, segmenting contacts into potential customers and current customers is generally accomplished easily within CRM systems.
For prospective customers, a newsletter is a place to feature your company’s products and services, as well as the expertise of your team. You can also include the ever-popular coupons or discounts, which typically attract new customers. They are also a great way to help increase awareness of services your company offers that people may not know about. If there is a type of job you offer but rarely have any customers who book appointments for it, offer a discount and see if it helps with awareness. Discounts are also effective for current customers who may be looking for a deal when it’s time to book an appointment.
Email newsletters also allow marketers to monitor the engagement they are achieving with these important contacts. By tracking open rates and click-through rates, a business can see what content is resonating. Sales can even use that information to follow up with a customer who may have clicked on an offer or link in the email but have not yet booked an appointment or service.
Establishing a routine cadence of email newsletter communication means your list of contacts will be seeing your brand’s name on a regular basis. Your company will be top-of-mind the next time they need a service you offer.
CRM Tool #2 – Automation
CRMs can help with automating outreach such as service reminders for upcoming appointments, maintenance agreement expirations/renewals, or reminders to schedule upcoming maintenance agreement visits. Some CRMs have the ability to create automated email sequences that potential customers will receive at predetermined intervals.
Consider automating a thank you email once a service is complete and including a link to review your business. Remind your customers that the best way to say thanks is by leaving a positive review. If they have easy access to leave a review, customers will be more likely to do so. Establishing a reputation for providing excellent service will go a long way in attracting new customers.
CRM Tool #3 – Track ROI and Lifetime Value
Over time, CRM systems will provide data that helps track the lifetime value of customers and marketing campaigns. Knowing where a customer came from, whether it was a form, website, social media, ad, etc., results in several things.
First, it allows a business to track where it gets the most leads and customer inquiries. Ads may be running on multiple channels, such as social media or local broadcast outlets. Compiling the information on where the leads are coming from helps determine where it’s worth investing more money. If an ad is not performing as well and not resulting in many customer inquiries, you may want to consider stopping the ad and putting that money towards a platform where you see a return.
Businesses can also begin to track the lifetime value of a customer based on jobs they have completed or any maintenance agreements they have. Seeing how much revenue and profit that customer has driven over time and tracking that back to the lead source helps a business determine the lifetime value of its marketing campaigns and lead sources.
These are just some of the ways CRM software can be used to develop effective marketing plans and create new marketing tools that will help recruit and retain customers. Don’t let the sales team have all the fun with CRM; encourage your marketing team to start accessing all of that valuable customer information today.
Chris O’Grady has been in sales for 30 years, focusing on software sales for the last 20. Chris has been leading and growing sales teams for most of his career, with his most recent positions at FinancialForce and CBORD, where he led high-performing sales teams and was able to help drive tremendous growth for each company. In April 2022, Chris joined Successware as the Chief Sales Officer. He brought with him a proven history of business growth and increased sales performance. In his current role, Chris leads sales, sales operations, and customer success and is responsible for driving sales strategy.
With travel getting back to normal and industry trade show season in full go-mode, the Mechanical Hub team has been talking with a lot of manufacturers and contractors about the challenges of the past two years and what everyone sees on the horizon. One of the hot topics recently has been the Employee Retention Tax Read more
With travel getting back to normal and industry trade show season in full go-mode, the Mechanical Hub team has been talking with a lot of manufacturers and contractors about the challenges of the past two years and what everyone sees on the horizon. One of the hot topics recently has been the Employee Retention Tax Credit (ERC). Enacted alongside the Paycheck Protection Program (PPP) in 2020, the ERC was widely overlooked until recently. We asked our professional friends over at Omega Accounting Solutions to share some insights into the program and here are their tips.
When the COVID-19 pandemic began to shut down businesses across the U.S., significantly impacting the economy, the federal government intervened by authorizing billions in economic stimulus through the PPP and the ERC program.
The ERC program gave eligible employers a payroll tax credit for continuing to employ Americans during the pandemic. Many employers took out SBA-guaranteed PPP loans in 2020 but bypassed the ERC. In subsequent legislation, the ERC was made available to more ailing businesses, including those who received PPP funds. Many more businesses qualified for ERC money than claimed it.
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APPETITE FOR CONSTRUCTION PODCAST
Did we hear that right? The IRS would write us a check? What is the Employee Retention Credit and who is eligible? The boys take this bonus episode to talk with Omega Accounting Solutions’ J.P. Lowry all about this credit and why business owners need to take advantage of it.
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Construction companies that have already taken advantage of the ERC have received hundreds of thousands of dollars in return from the government because they overpaid payroll taxes during the pandemic. Qualifying through gross receipts, an electrical contracting company in California received an ERC refund of $2.6 million from the IRS. Through gross receipts, a construction company in Texas acquired a $975K ERC refund. Through suspension of services, a landscaping company in Utah received an ERC refund of $437K.
5 Reasons Why Construction Companies Should Apply
- Most Businesses Qualify: Construction companies may qualify if they had to close or limit capacity due to government closures, supply chain issues or distancing requirements.
- Projects/jobs were suspended due to government orders
- Materials suppliers were unable to make deliveries of critical goods
- Operating hours were affected by curfew or cleaning protocols
- Social distancing requirements reduced crew sizes
- Receive up to $26,000 per employee: When first introduced as part of the CARES Act in 2020, the maximum credit allowable under the ERC was $5,000 per employee. With its renewal and expansion under the Consolidated Appropriations Act (CCA), 2021, the maximum credit increased to $21,000. When the ERC and the PPP were rolled out under the CARES Act, businesses had to choose which to use. Many selected PPP because it was easier to sign up for a Small Business Administration-backed loan than to learn the details of eligibility for ERC. However subsequent legislation expanded the eligibility requirements for employers so that they could now receive both, making this a can’t-miss opportunity for construction businesses.
- It’s Retroactive: Though the Infrastructure Investment and Jobs Act (IIJA) of 2021 moved up the ERC’s expiration date, effectively repealing the program for the fourth quarter of 2021, construction companies are still allowed to submit their payroll tax filings for the covered periods. Employers who filed their payroll taxes in 2020 were able to deduct the money directly from their quarterly payroll taxes at that time. Those who didn’t file in 2020 or who are claiming the ERC for the first time on their payroll taxes in 2021 will be refunded for quarterly filed periods.
- It’s a Cash Refund: The ERC is a federal credit determined by a business’ quarterly payroll taxes, not the business’ taxes, and based on how many full-time employees (30+ hours) the company had during the eligibility period. The credit calculation is based on qualified wages paid per employee each quarter. In 2020 the refundable tax credit was 50% of qualified wages up to a $5,000 maximum. In 2021 it was 70% of qualified wages up to $21,000. The IRS issues a refund check in the amount of the credit claimed.
- It’s Easier Than You Think: If a construction business meets the eligibility requirements for the ERC, the credit can be claimed on previously filed payroll tax forms. ERC specialists working in accounting departments and for tax preparers can quickly evaluate whether a company is entitled to the credit and provide any needed guidance. If the criteria are met, these professionals can file amended payroll tax returns for the qualifying quarters and submit them to the IRS.
https://youtu.be/wnvLJr1C96g
Find out if your company qualifies for the ERC by clicking this link: https://bit.ly/mechanicalhub
In addition to the ERC, the federal government has introduced other credits designed to help businesses weather the long-term effects of the pandemic and to encourage both innovation and the employment of American workers. Companies should talk with their tax preparers about these additional credits available to them including the Research & Development (R&D) tax credit, available to companies developing new or improved business components, and the PPP forgivable loan program, also established during the CARES Act and implemented and backed by the Small Business Administration.
For over 15 years, Omega Accounting Solutions has been a champion of small- to mid-sized businesses, empowering owners to make informed business decisions. As an accounting and data firm, Omega helps business owners navigate the complexities of the accounting process, particularly for the enormous opportunities around the Employee Retention Credit. Omega has a documented process for the ERC and limits risk for clients. Over $350 million in ERC cash has been recovered for Omega clients, spanning across an impressive range of industries. For more information about qualifying for the ERC and receiving a free evaluation from Omega Accounting Solutions, visit https://bit.ly/mechanicalhub
When Murdock Plumbing & Heating confronts clogs in inside lines, they grab their “one-two punch.” That’s what owner Robert “Bob” Murdock calls his arsenal of two hand-held drain cleaners from General Pipe Cleaners: the innovative Kinetic Water Ram® and Super-Vee® power drain cleaning machine. Experience matters. For nearly 45 years, his company has professionally served Read more
When Murdock Plumbing & Heating confronts clogs in inside lines, they grab their “one-two punch.”
That’s what owner Robert “Bob” Murdock calls his arsenal of two hand-held drain cleaners from General Pipe Cleaners: the innovative Kinetic Water Ram® and Super-Vee® power drain cleaning machine.
Experience matters. For nearly 45 years, his company has professionally served residential and commercial customers in the Elmira, NY area. They know Bob knows his job.
Proper tools count, too. “Drain cleaning is difficult,” he declares. “And you’ll never get very far without rugged, reliable equipment!”
Terrific Tag-Team Terminates Troubles
For decades, Bob has teamed both General tools in sequence to clear just most inside obstructions he finds. And he always starts with the Kinetic Water Ram.
Since the early 1970s, General’s pioneering drain cleaning tool has quickly cleared clogged lines with the power of kinetic energy. One long-time customer humorously dubs it “Bob’s Bazooka.”
Just pump it up, insert into a drain with standing water – and snap the trigger. It’s that fast.
Fast & Eco-Friendly
Lightweight and economical, the futuristic Kinetic Water Ram generates a shock wave that instantly pulverizes stoppages in 1-1/4″ to 4″ lines – yet won’t harm pipes.
The shock wave bypasses vents and bends to batter blockages. And the tool’s built-in pump and pressure gauge lets operators choose the right amount of force for each job.
“Don’t over-pump it,” Bob quickly counsels. “We’ve found that 10 lbs. is usually enough to start with.”
Environmentally friendly, compact, portable Kinetic Water Ram is cleaner than snakes – and safer than chemicals.
Unlike some competitive devices, it requires no electrical power or CO2 gas. And it’s great for a range of plumbing, drain cleaning, maintenance, restoration, and rental applications.
Versatile & Safe
“It works great on 3/4″ air-conditioning condenser lines, too,” Bob injects. “And we don’t have to worry about electrical dangers!”
General’s sleek, plated Kinetic Water Ram also comes in a sturdy carrying case with molded compartments for the tool and accessories. A Schraeder valve for use with an external air compressor when clearing difficult blockages is also provided.
An optional toilet attachment screws onto the front of Kinetic Water Ram, turning it into a powerful plunger. The specially designed accessory precisely positions in bowls for a tight seal, hitting blockages with maximum impact – and no splash back.
His Innovative Alternative
But Bob’s somewhat old-fashioned. “I personally prefer our General Teletube® Flexicore® closet auger on toilet back-ups!” he winks.
The heavy-duty tool remains the industry’s most durable and versatile closet auger. General’s dual layer cable construction with a wire rope inner core can navigate nearly any toilet bowl – yet resists kinking and breaking and excels at clearing clogs just beyond the bowl.
Just push the button for three extra feet of Flexicore cable inside the guide tube. With a total reach of six feet, there’s usually no need to pull the toilet.
More Muscle on Tougher Troubles
If Kinetic Water Ram doesn’t pulverize the problem, Bob grabs his Super-Vee.
Easy-to-use, hand-held Super-Vee quickly unclogs sink, shower, toilet, and laundry lines up to 3″ in diameter. It’s so rugged that many last for decades without replacement. It’s that reliable.
General’s quick, convenient Slide-Action™ chuck engages and releases Flexicore cable by simply sliding the Super-Vee’s Grip-Shield forward or back – even while cable rotates.
The chuck also automatically adjusts to 1/4″ through 3/8″ diameter cables. And General’s quick-change cartridges let users easily switch or clean cables without delay or mess.
Industry-Leading Cable
Tightly wound over a wire rope core, then heat-treated, General’s legendary Flexicore design gives cables outstanding strength – without sacrificing flexibility.
And Flexicore is so tough, it carries a one-year warranty against breakage – the industry’s best.
A robust range of cables and cutters is available, too.
Powered by a variable speed motor, today’s Super-Vee carries up to 50 ft. of 1/4″ or 5/16″, or 35 ft. of 3/8″ Flexicore cable. Bob prefers 3/8″ cable.
And accessories include the novel Handy-Stand™ and Uni-Stand™ to facilitate working in cramped spots.
The Bottom Line
If neither the Kinetic Water Ram or Super-Vee works, it’s usually a pipe pitch problem, Bob says – necessitating line replacement.
“We can handle that, too,” he adds, shaking his head. “We’re finding lots of improperly installed drain lines.”
“Regardless, we’re going to stay on a clogged drain until it’s unplugged,” Bob Murdock vows. “And our General tools help assure that.”
Are your customers requesting bathroom updates that will be stylish and functional for years to come? More homeowners than ever are renovating, using universal design principles that allow these spaces to serve people of varying ages and abilities. Universal design provides numerous important benefits to home and building owners, including higher levels of safety and Read more
Are your customers requesting bathroom updates that will be stylish and functional for years to come? More homeowners than ever are renovating, using universal design principles that allow these spaces to serve people of varying ages and abilities. Universal design provides numerous important benefits to home and building owners, including higher levels of safety and increased property value.
Universal design basics
Universal design creates an environment that is accessible to all people to the greatest extent possible. That means a bathroom will function as well for a child as it does for a senior. Basic principles of universal design focus on functionality. In the bathroom that might mean adding strategic lighting, slip-resistant flooring and features like grab bars.
Your customers don’t have to sacrifice aesthetics to achieve the functional goals of universal design. More options than ever are available for enhancing the bathroom’s safety and functionality while adding luxurious upgrades that are as useful as they are eye-catching.
When function and fashion blend like this in home improvements, it can add significant value to properties.
Curbless shower features
Consider one of the year’s top bathroom design trends: curbless showers with linear drains. This creates a barrier-free experience that is visually appealing, making it ideal for the universal design home.
A curbless walk-in shower eliminates hazards like curbs or thresholds that can cause people to slip or trip. It’s easier to use, whether you walk or utilize a device for assistance, such as a shower wheelchair. Curbless showers also provide an open feel, which makes the space feel larger because visual lines are not disrupted.
Curbless showers are enhanced by linear drains that are installed flush to the flooring, further reducing trip hazards while adding a sleek appearance to the space. With no barrier to cross, the floor more easily accommodates a freestanding bench, a walker or other mobility aids.
An added benefit is that linear drains generally avoid looking institutional, like some wheelchair-friendly bathrooms can. An excellent example of this counter-institutional trend is QuickDrain’s WallDrain, in which the drain literally disappears into the wall, offering an ultra-clean and contemporary look.
A curbless shower is achievable with various drainage points, therefore offering versatility in terms of design. A curbless shower also provides flexibility regarding its location, since you are not tied to placing the drain in a specific spot.
Deciding on shower doors is another important aspect of universal design. Glass doors work well for curbless walk-in showers because they open the space and let in light.
Another option is to design the space to be completely open as a wet room. Glass dividers are a hybrid option that provide a partition without a door, but can be easily removed if your customer might want to open the space in the future.
Shower bench
A shower bench can greatly enhance the look and functionality of a shower. It can serve as a necessary place to sit, a retreat to relaxation, or simply a place to store hygiene products, while also offering accessibility and style.
The QuickDrain BenchSeat offers three PET (polyethylene terephthalate) bench configurations to meet differing needs, depending on bench placement and overall shower size. These multiple configurations are suitable for newly constructed or renovated tile showers. Not only do these shower benches meet the ADA standard guidelines for height, but they also exceed the weight requirement, promoting a universal design for all.
Grab bars
Grab bars will offer added stability and convenience to your shower and bathroom. Contrary to popular belief, grab bars aren’t just meant for healthcare or senior living facilities. They can also increase safety and convenience in your home for children, pregnant women, and anyone dealing with health issues or recovering from an injury.
Dearborn Grab Bars are ADA-compliant and available in 1-1/4″ and 1-1/2″ diameters with concealed or open flanges. Available in peened or satin finishes, these grab bars can be ordered in whatever length is needed.
Universal design is important in bathrooms because these spaces are used every day. Whether your customer’s goal is to age in place or to make home improvements to improve property value, bathrooms with stylish universal design will help you meet those goals.
About the Author: Marlee Gannon is Director, Wholesale Product and Channel, at Oatey Co. With a robust background in sales, product development and marketing, Marlee’s comprehensive knowledge of the plumbing industry, its products and people, has helped propel her career over the past 7+ years. She is highly engaged with the chain of distribution, from end-users to Oatey’s wholesaler-partners.
Home is where the heart is — and that’s exactly the motto many older Americans are beginning to live by. According to AgingInPlace.org, 77 percent of adults 50 and older want to remain in their homes for the long term, but one third of adults 50 years and older say they need to modify their Read more
Home is where the heart is — and that’s exactly the motto many older Americans are beginning to live by. According to AgingInPlace.org, 77 percent of adults 50 and older want to remain in their homes for the long term, but one third of adults 50 years and older say they need to modify their current homes for themselves or a loved one to do so.
The Pew Research Center reports the number of Americans living to be 85-and-over is on the rise, reaching an estimated 19 million by 2050. Because nearly one-third of elders residing in their own homes live alone, it only makes sense that houses are upgraded to assist individuals with aging in place.
With the increase in aging-in-place, universal design bathroom remodeling projects, you’ll want to position your firm to be the first plumbing professional a homeowner would call. One way to stay atop consumer referral lists is to stay on top of industry trends. That way, you will know which special features and products to suggest to a homeowner, depending upon their aging-in-place needs.
The remainder of this article will explore three projects ideal to create safe and worry-free environments for older Americans.
Slip-Resistant Floors
Slip-resistant or non-slip flooring provides safer surroundings, even when wet. This type of flooring is a safe option for bathrooms, kitchens and laundry rooms — anywhere that water can be spilled or is not clearly visible.
Depending on your customer’s style preference and the degree of safety desired, slip-resistant flooring options range from vinyl to linoleum to rubber, and many more in between.
Bathroom Accessibility
It doesn’t have to cost your customer an arm and a leg to add a new bathroom in a convenient place. By using affordable above-floor drain pumps and macerators, you can install a new bathroom and its drainage literally anywhere — in the garage or a reconstructed closet, even under a staircase — wherever your toilet and shower will be more easily accessible.
Products like the Saniaccess 3, a macerating pump system for installing a complete bathroom, can handle wastewater from multiple plumbing fixtures simultaneously; e.g., a toilet, sink, shower, and/or a bathtub.
Another innovative product to consider for half bathroom installations is the Sanicompact, a combination of a vitreous china toilet bowl and macerating flush system built into a single, compact fixture that will fit into even the tightest of spaces. Because it is a lower-profile toilet, this stylishly shaped product is specially designed to address the inconvenience brought on by disabilities or aging. The Sanicompacr is also ADA certified as a comfort height toilet.
Walk-In Showers
When upgrading an existing bathroom, be sure to take measures to minimize the risk of falling. We have already mentioned slip-resistant floors. Another example is a walk-in shower that eliminates the need to take a step up into the space — and possibly tripping.
If you are looking to add a new bathroom in an easily accessible location, consider a drain pump such as the Sanishower. An above-floor drain pump will allow you to add a shower without any major construction. This recent basement shower installation featured the Sanishower.
“It would take longer to drill the concrete floor and take the conventional route of replumbing the basement to support a shower,” said the contractor on the project, explaining the decision to install the Sanishower pump. “We needed the most efficient, least expensive way to build the shower in this half bathroom, which had only an existing toilet and a vanity sink.”
Convenience Within Reach
Shower Accessories: More great aging-in-place conveniences in the shower stall or tub area include: (1) shower benches for resting, relaxing and even storage; as well as (2) strategically positioned grab bars. These accessories offer a practical, yet aesthetically pleasing addition to create a relaxed atmosphere. But attractively designed shower bars can also provide invaluable peace of mind when grabbing onto something solid suddenly becomes necessary.- Height Adjustments: Kitchens can also be modified to support the aging-in-place Lowering countertops and cabinets to a more convenient height can make mealtimes a breeze. No need to search for a stepping stool to reach items stored faraway: Everything can be right at the homeowner’s fingertips.
- Lever Taps: Replacing conventional cross-handle faucets with taps equipped with lever handles is yet another stylish, but practical upgrade for the home. Ideal for homeowners with joint or muscle stiffness, a simple flip of the lever will turn the water on or off, while another nudge to the right or left will adjust the temperature. You might even consider touchless faucets, a more hygienic alternative that offers even easier activation.
Shower Accessories: More great aging-in-place conveniences in the shower stall or tub area include: (1) shower benches for resting, relaxing and even storage; as well as (2) strategically positioned grab bars. These accessories offer a practical, yet aesthetically pleasing addition to create a relaxed atmosphere. But attractively designed shower bars can also provide invaluable peace of mind when grabbing onto something solid suddenly becomes necessary.As more Americans embrace more active and longer lives, their homes and the amenities within them must keep pace as well. Taking proper steps to modify a customer’s surroundings, as they gracefully age in the comfort of their home, does not have to have an expensive process.
About the author: Teresa Cardona is the Marketing Manager for plumbing manufacturer Saniflo SFA in Edison, NJ. She studied at the University of Hartford until 2019, holding a bachelor’s degree in Illustration and Design, and a minor in Communications and Marketing.