When I started Pimlico Plumbers in 1979 I really didn’t know what I was doing. Sure if you had a dripping tap or a blocked bog then I was your man, but as far as business was concerned it was a case of making it up as I went.

I did it my way

What I came up with was definitely a business model based on a famous Frank Sinatra song, doing it ‘My Way’ turned out to be almost as successful as Old Blue Eyes himself. The goal was always to create London’s superior service company. Back then all I knew for sure about business was to treat people the same way as you’d like to be treated. Be clean and tidy; turn up on time in a clean van; make pricing completely transparent, clear up any mess, take the rubbish away, and above all be polite.

The Americans bought the best, but…

It was a simple system, but it paid off and by 2021 my company was worth £150 million. I suppose I thought that the reason a bunch of Americans were prepared to pay that kind of money for it was because they could see that we had come up with a winning formula, and they wanted to inject more capital and grow the operation to the next level. Sadly I was wrong!

Too few to mention!

I have been accurately quoted in the press as saying the sale of my life’s work, well the bit between 1979 and 2021, was the worst decision I ever made. Just like Frank, I have regrets. But now after the dust has settled it’s clear they are definitely ‘too few to mention’. Much of my new outlook on business comes from founding the WeFix Team Ltd (aka WeFix London) with my son Scott and Grandson Ashley. There wasn’t a lot wrong with Pimlico Plumbers when I sold it – although I can’t speak for the state of play three years after I sold the company – (reports vary is all I can say). But there are things I would do differently now, knowing what I know about the business, and business in general.

Get off the tools

To begin with I would have got ‘off the tools’ a lot sooner and concentrated on scaling the business. I do a lot of business speaking events and the one thing people always ask is how you grow a business. The answer is simple: employ more people. It’s the only way unless you can manipulate time! There is only so much you can do yourself; and of course we all think we know best how to do things. But there is only one answer – employ more people and delegate responsibilities since none of us are the best at everything. The other key to success is realising that if you spend all your time, head down fixing toilets, you might have a great reputation locally with existing customers and their friends, but you ain’t going to take the market by storm.

PR is the answer – being the best unknown won’t pay the bills!

It doesn’t matter what your business is the key is to make as many people as possible know about your service or product. You can be the best in your field or chosen profession, but if nobody knows about you, you’re headed for the poor house. The answer is word of mouth on steroids and it’s called PR. Get yourself out there. Advertising is fine, but people know it’s paid for. An honest opinion in the press, radio or on the telly is priceless.

Don’t be afraid to speak out

Another interesting point is that many business owners don’t get is that even if your view isn’t everyone’s cup of tea, they will respect you (and use your business) for being brave enough to go on the record.