Residential Real EstateLittle Things Equal Big Customer Impact
Sales and marketing tips can literally fall into your lap and
that"s exactly what happened to me recently. While half
awake, still in my bathrobe, drinking that critical first cup
of coffee and opening the newspaper, a small note fell into
my lap. It was from our delivery person, and is truly the
essence of great customer service.
You see, for the third morning in a row my newspaper was in
my driveway instead of my paper box. Monday, I just thought
it was a mistake. Tuesday, I thought it might be a substitute
delivery person. But Wednesday it seemed like a new pattern
and I was getting upset. Then the note fell out. It said, "Dear
subscriber, I would like to thank you for your patience and
understanding while I am having car trouble. This has resulted
in my "throwing" the paper on the ground as I am using a
borrowed van and cannot reach the tubes. I am sorry for any
inconvenience and will have this problem rectified by the
end of the week. Thank you for understanding." Signed, Becky.
A lot of companies talk about (but few implement) really good
customer service. This lady lives it out with her customers. So
instead of making a complaint, I did understand. Plus, I was
quite relieved to learn my trusted delivery person was still on
the job. She has always provided great service to us and we
would really miss her if she was gone.
How many of your customers would miss you? When was the last
time you dropped them a note or picked up the phone and called
(just to say hello/how are you, not to pitch a product)?
Little things like this make a tremendous difference in the way
customers view us and are foundational items in keeping clients
bonded to us. Seniors grew up and lived in a time when outstanding
customer service was the norm, not the exception. Thank you cards
and personal calls were the standard operating procedure. This type
of activity keeps all age customers coming back for more, and has them
talking nicely about you to everyone they know. I don"t know of any
sales activity that pays more dividends than these "little things."
The holidays are coming soon and many marketers will send cards
to clients. Why wait till then and be part of the herd? Do some
pre-holiday notes, cards and calls now, stand out from the crowd,
show customers that they are important and you remember them.
You can bet this will have them remembering you, fondly.
Don"t forget this old sales adage: "When should you tell your customers
that you care about them? Before your competition does!"