By John Sonnhalter, Rainmaker Journeyman, Sonnhalter
I’ve talked a lot about customer service and how important it is to resolve issues. But we’ve also addressed the issue that customer service is everyone’s responsibility, from sales through tech support. Customer service is really all about your customers’ total experience.
This is true in our relationships with distributors as well as contractors. Manufacturers need to be careful, especially when business is on the uptick and attention to detail may come in second to short-term sales increase.
Don’t take your distributor and tradesman for granted. There’s always someone out there that can identify the contractor’s needs and deliver and it won’t necessarily be based on price or delivery but the total customer experience. (more…)
I don’t know if it’s just me, but I’m finding dealing with people, both personally or in business, is that they just don’t seem to care about the “customer experience.” I eat out a lot and I tend to go back to places where they treat me better. Their food might not be any better than the guy down the street, but I feel they appreciate my business.
The same holds true in my business dealings. I tend to do business with people I know, like and trust. Yes price is a consideration, but it certainly isn’t the main one. Unless you have a one-of-a-kind product or service, there are other options, whether it be for dining, dry cleaning or buying a new contractor tool storage box.
From a marketing perspective, I see this as a great opportunity to not only keep existing customers happy, but to convert potentials. Just think, if your competitors are just treating their customers OK, doesn’t that leave room for an opportunity for you?
What a missed opportunity for some folks! When someone does go that extra step, whether it’s a waiter or a CSR at a manufacturer, it makes an impression and not only do I take notice, but when the opportunity arises, I tell people about it.
So what are you doing to ensure that your customers are having a better than OK experience with you?