Thread: Common Courtesy is Priceless

Today one of my techs had to repair his car. He broke a motor mount. So I took the route. I rarely work in the field anymore but if a tech is sick or has a problem I actually enjoy going out. Had a pleasant surprise today also. First customer was very nice and showed me around. She said I saw you on tv and thought about calling you. She said but she didn't. However on her way home from work she was trying to get out into busy traffic and no one was leting her in. But then she saw one of my vans and the tech let her in. She said that's it I'm calling them now. She did and I did 4 areas for approxiamatly 200.00 with a few redouts. She was delighted and so was I. As I wrapped up and gave her a spotter she asked for some extra business cards. We shook hands and I headed out. Now on the way to the next job I couldn't help but think how that one act led to a 200.00 job that will repeat and refer for life. True advertising is a collective effort of different mediums but I have always been a firm beliver in treating people with kindness and respect. I hire techs that follow suit and I now have another "priceless" lifetime customer.


Rob

Originally Posted by Rob Allen

True advertising is a collective effort of different mediums but I have always been a firm beliver in treating people with kindness and respect. I hire techs that follow suit and I now have another "priceless" lifetime customer.
Rob

I couldn't agree more, Rob. This is what the SFS Value Added Service is all about. However, we just try to "institutionalize" it a bit more instead of depending on a tech's "common courtesy". Congratulations.

Steve
www.StrategiesForSuccess.com

PS This also points up the need to hire quality people that INSTINCTIVELY do what is right. Otherwise Value Added Service is going to be an uphill battle! Notice what one "semi-deranged" Houston carpet cleaner recently sent to my advice column:

http://www.strategiesforsuccess.com/...ar-my-hair-out

Even if you're not already doing these sort of things to win clients, not doing them could cost you a lot.

I used to work full time as an insurance broker, and when you first start out they always send you with an experience agent for your first few weeks. One appointment was taking us to other side of town and we were running a few minutes late to get there.

My training agent keep saying, "Man we need to get there now, if your late you could really lose the sale." So were flying down the highway, he's driving, and he's cutting people off right and left. We're about 5 miles away from our destination when he cuts off and almost hits this mini van. The lady in the van was pissed, I could tell, so she starts following us. We made 10-12 right and left turns, and she still right on us. She follows us all the way to our appointment. As we pull up to the appointment, she pulls in the driveway. Oops.

My training agent was first to get out of the car and first to get back in. She didn't even want us in the house, told us that I would never do business with @$$#($*s like you. Whet inside and locked the door.

Now I grew up in the country, common courtesy is king. That day it just solidified it for me.

Ouch, Wes, I feel your pain. How we drive is a huge Moment of Truth- either negative or positive.

Steve
www.StrategiesForSuccess.com

PS The whole customer service issue is a big one on my "Bleeding Hearts Clug" advice column for carept cleaners. Here is how I replied to one confused Texas cleaner. http://www.strategiesforsuccess.com/...stomer-service