sly : marketing

The biggest question facing us

I arrived at the plumber exactly at 9 a.m. I watched as the man unlocked the door. He smiled and told me I was his first customer of the day. I almost made a sarcastic remark; it’d been a rather chaotic morning. The shower was broken, and I was late for a meeting. Let’s just say that a lot was going on at home that morning.

I realized that it wasn’t his fault. He was kind. He listened to me talk, explaining the problem with the shower. When I finished, he nodded and told me the solution.

He told me he had to order the part I needed for the shower, and that it would be in the store in apx. 3 days. Instead of me having to check back in, he’ll call me when everything is ready.

I didn’t even think about how my family or I was going to shower while waiting for the part. The reason I didn’t think about it was that I didn’t see it as a problem, but the real reason was that the plumber was fast to give me a part I could borrow while I was waiting for mine to arrive.

Think about this for a moment:

What really happened at the plumber? And, what can we learn from my experience as a customer?

#1 – Listen. Let him finish. Listen to the customer talk.

#2 – Action. Be specific about what you’re doing and why you are doing it. This is your solution to what the customer is asking.

#3 – Time. Focus on when; be specific about time. How long will it take, when will it be ready?

#4 – Do something now, immediately, something that won’t make the customer feel like they are waiting.

The biggest question facing us is not, “How do we get people to buy?“ It is, “How do we earn the trust that keeps them?“



6 responses to “The biggest question facing us”

  1. Bas says:

    I think something else that is a great lesson is that he set your expectations. You wanted your shower fixed right away, and people can get really frustrated when they’ve got high expectations. Especially in the modern marketing environment, I think setting expectations is really important for small business owners. If you can’t afford a Twitter team, your response will be a while. As long as you’re upfront, I think that saves you a lot of trouble.

    • Yes, that’s true. We want to get things fixed right away. And, like most people, I don’t want to wait. Expecations are high, even though I have no idea how things work at a plumber. He told me that I had to wait, but he had a solution for me, so he fixed the problem right away, even though I had to wait.

  2. Tim Bonner says:

    It’s frustrating when we have to wait for things but the plumber really helped you out. That’s exceeding your expectations and good customer service on his part.

    I know if someone did that for me, I’d go back to them every time!

    Is your shower fixed now?

    • Yes, that’s exactly it. I had no idea if things could be fixed immediately or not, even though I had a feeling that it might take awhile. The solution from the plumber is still working, and the part I ordere for the shower should arrive tomorrow. Well, if things go as planned.

  3. Angela says:

    Yes those are the exact ways to handle a customer,customers should be handled with care and they should feel this,that is the way to keep and make new customers.

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