Richard Harpin
speaker
914 appearances
1 recordings
1 series
first heard Jan 2026
last heard 12 Jan
Richard Harpin’s voice in public audio — every appearance, attributed to the second.
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recordings per month · last 12 monthsRecordings per month over the last 12 months — 1 in all, peaking in Jan 2026 with 1.
Appearances
We then bought them out of their claim center, and then we acquired the subcontract network, and then we added directly employed plumbers.
Right.
And made sure that the deal with the water utilities that we were working with
that we were paying them an annual commission, delivering great service, but that we owned the customer, we had the relationship, we were doing the monthly billing by direct debit.
So you're emphasizing here the importance of owning the customer, having that relationship.
And doing more of what you can do for that customer rather than just taking a bit of the value chain.
Yeah, and you'd focus on that before getting more customers in a sense.
I guess ideally you do both, but in terms of the model.
I think doing it in the right order in business is about prioritisation.
It's also about having a not-to-do list.
A not-to-do list.
This is another one of your... For an entrepreneur, it's far more difficult to have a, and far more important to have a not-to-do list than a to-do list.
So what's on your not-to-do list, Richard?
I've learned that doing mergers and acquisitions that is two steps away from what you're currently got as your business model is the wrong thing to do.
So I look back at my home serve days and said, we got into doing furniture warranties for retailers.
wasn't utility and a bit far removed from covering somebody's pipes and wires and boiler.
Right.
Was that an acquisition then, you did that?
Yes, that ultimately didn't work out.
We went and we said, well, if we're covering the things that are not covered by a household insurance policy...
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