I’ve been circulating a cartoon for years highlighting the value of anyone paid a fee for services rendered. And just recently I read an article about an expert who fits the cartoon. Together, the cartoon and the article inspired these thoughts and this perspective. There are moments in every profession when clients realize, “When you need me, you need me.” It’s that simple. Sometimes, you need a specific solution, or things just go wrong. When they do, people look for that one person who brings years of experience, a steady hand, and the knowledge to make things right. I’m often reminded of this through three favorite examples: the cartoon featuring an engine repair expert who knew “where to tap,” the story shared by Froma Harrop about her plumber husband, and a personal experience from my friend Ron Papa, third-generation CEO of National Fire Adjusters. Ron and I are always on call. These examples perfectly capture why, in so many fields, people reach out to trusted experts, knowing they’ll get things back on track.
Take Froma Harrop’s story of her husband, a master plumber. When something breaks in the house, her friends and neighbors reach out to him—not just because he’s skilled, but as she writes, because they know he’s “the guy” who can fix it with precision and honesty. Similarly, the ship repair expert doesn’t charge for the act of tapping but for knowing exactly where to tap—a knowledge earned over years. These stories remind us that expertise is more than just visible effort; it’s about the understanding and intuition that only come with experience.
Then there’s Ron Papa, whose perspective adds a layer of commitment to this idea. As he says, “For seven decades now, since my grandfather started NFA, we chase disasters and offer solutions in times of catastrophe and duress. I keep a suitcase in my trunk and am available 24/7/365.” In fields like his, being ready to respond in moments of crisis defines the value of a true expert.
In many professions, clients often ask, “Why should I pay for this?” or “Can’t I do it myself?” But when the stakes are high, timing is critical, or the problem needs a quick and reliable fix, that’s when clients turn to professionals who deliver not just a solution, but peace of mind. Paying for knowledge—for knowing where to tap—is worth every penny when you’re in a bind.
It’s worth noting that many experienced professionals balance their work with goodwill and don’t always charge for every service. They understand that sometimes a favor today leads to future opportunities, and not every call needs to end with a bill. But when a fee is appropriate, it’s an investment in peace of mind and expertise—whether it’s a donation to your local fire department for the reassurance that they’re there when you need them, or paying an engine repair expert for knowing precisely where to tap. The fire department donation, modest as it may be, can be viewed as a fee—a proactive investment in readiness—while the engine tap fee is a classic example of paying for expertise.
Here are a few reasons why clients seek out these experts:
- When They’re in a Bind: Sometimes, clients have urgent needs, whether due to an unexpected issue or a tight deadline. I often compare this to the fire department passing around a donation boot. You don’t need them every day, but when you do, you need them urgently. “You don’t need me now,” they seem to say, “but when you need me, you need me.”
- For Access to Solutions Beyond Their Reach: Experts bring years of cultivated relationships, specialized tools, and industry know-how, which allow them to tackle issues that would otherwise seem insurmountable. Their network and expertise make them invaluable when unique challenges arise.
- To Gain a Trusted Advisor: Part of the value an expert brings is their knack for listening and asking the right questions, helping clients understand deeper issues. It’s often about more than just the immediate task; it’s about offering insights into character, integrity, and values that help shape a better outcome.
So, when I say, “When you need me, you need me,” it’s about being more than just a problem-solver. It’s about delivering confidence, trust, and, let’s face it, a bit of humor when things go sideways. After all, even the most seasoned professionals know that sometimes, the real value is in making the hard stuff look easy. So the next time you find yourself in a bind, don’t hesitate to reach out. Just remember, you may be paying for that little tap—but it’s a tap you’ll be glad you didn’t try yourself!
JosephKreuz.com 