Address
304 North Cardinal St.
Dorchester Center, MA 02124
Work Hours
Monday to Friday: 7AM - 7PM
Weekend: 10AM - 5PM
Address
304 North Cardinal St.
Dorchester Center, MA 02124
Work Hours
Monday to Friday: 7AM - 7PM
Weekend: 10AM - 5PM
We hear a lot about sales being a part of a “Wow” experience. That if we create great customer service and be memorable our clients will be loyal, buy more from us, and our sales will improve. I wonder if that’s true?
What delivers customer satisfaction and how does that impact new business development?
The other day the office manager of a vender drove over to my office to see me. Apparently I hadn’t filled out a form correctly and it was preventing an order from being processed. I guess as part of her trying to give great service (and impress me) she decided that a couple hours of her day should be devoted to getting in her car, driving over to my office and meeting with me over a paperwork correction.
I thought, wow, she’s not busy enough.
Worse, she assumed I wasn’t busy enough.
A fax or email would have fixed the problem and made me much happier.
Please don’t get me wrong. Great service and being memorable is important – even critical. Starbucks doesn’t get five bucks for a cup of coffee for the java alone. However what is important to you as the seller probably isn’t the same thing as what is important to the buyer.
It’s not about being memorable – it’s about being memorable in a positive way.
Seriously, do you? How do you know? Gardner & Associates did a study of several thousand B2B firms and found that
We all know the only radio station that people listen to 24×7 – What’s In It For Me Radio, WIIFM.
Stop assuming you know what is playing on that station – in the thoughts and feelings of your customers – and go to them and find out. Then act on those things. Most likely it will be different for each. Find out. Then deliver the kind of WOW experience that will make you memorable and known for delivering great customer satisfaction.
What you’ll find is that your life will be easier and your share of wallet much larger – without the waste of driving around agrevating people doing things they didn’t want or need done in the first place – like my previous vender’s office manager.