Page 5 - The Compass - Volume 14 Issue 5

LEARNING FROM THE BEST
by Bob Houchin
Ongaro & Sons’ Crown Champions

Reveal the Reason for Their Success:

Treating Customers the Right Way

Plumbing Advisors Scott Marchant Sold $1,044,767 & Doug Weatherly Sold $817,077 in
2018, Making Them Plumbers’ Success International Crown Champions. They Credit Their

Success to Ongaro & Sons’ Sterling Reputation and Training, as well as Their Approach
of Always Treating People the Way They Deserve to Be Treated.

t’s not often I interview two Crown Champions on, and you shake hands if they’re willing,” Scott
Iat the same time, but that’s the opportunity Marchant said. “And there are some people who
I was afforded thanks to the accommodating don’t want to shake hands. And that’s okay. I just
leadership at Ongaro & had a woman who wouldn’t
Sons. They allowed me shake my hand. But a week
to chat with Plumbing later, we put in a 75-gallon
Advisors Scott Marchant water heater for $8,500.
and Doug Weatherly. The She was leery of me that
two gentlemen posted day, but thanks to my
sensational numbers in 2018: approach to her demeanor,
Scott selling $1,044,767 & it worked out. That’s what
Doug selling $817,077. matters. She was happy.”
DOUG WEATHERLY SCOTT MARCHANT
When talking with “I think people do
Scott and Doug, numbers were the farthest thing business with me because I educate them. That
from the conversation. In fact, they stated clearly way they can make an educated buy. They know
they don’t worry about numbers. Instead, they that what we’re doing is going to be better for
elected to talk about the value of the Ongaro & their home, better for their health, and better for
Sons’ name in Northern California, as well as them,” Scott Marchant added. “I can’t say enough
the extensive training they received. They also about how much time and money Ongaro spends
insisted they always work with the customers’ to make sure we’re great plumbers, not just good
best interest in mind, and people sense it. plumbers. And that allows us to better serve our
“I think it’s a matter of treating everyone customers. Our customers see it. They see our
right. At the end of the day, we’re all people. We passion for plumbing and Ongaro, it’s huge for a
want to be treated like we want others to treat customer. It gives them confidence in spending
us. You knock on the door, you put your booties money with you.”

How do Scott and Doug approach each call? How do

they uncover additional issues in the home and provide
customers’ options? And how do they overcome pricing

objections that always seem to arise? Let’s learn these

answers and more in this issue’s “Learning from the Best.”

THE COMPASS | Issue 5 | 2019 5