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Why Great Customer Service Will Pay Off In The End
Great Customers Service brings Customers Back
I just bought a new lawnmower and whipper snipper to replace my shitty old ones. I bought battery-powered ones, quite cool – you’ve probably seen them. (Makita – there was a deal on).
It’s lovely – the neighbours even commented on how fancy I looked as I played with my new toys.
And on Monday, I got a Facebook message from the lovely woman at the checkout at my local Mitre 10 (it’s Lee at Mullumbimby – credit where it’s due).
She’s tracked me down on Facebook from my name on the receipt. I called and she told me “I feel a bit bad because there’s another offer I forgot to tell you about.” Turns out, I can have a free leaf-blower because I bought the mower and whipper snipper and batteries. Lee arranged it for me, even sent the claim off – she did the whole lot. I just have to wait for my free blower to show up.
What a lovely thing to do. She didn’t need to do that. I was happy with my purchases and if I ever found out about the bundle I hurried out on I would have only had myself to blame.
But look at the goodwill it generates!
There’s a Bunnings down the road and a Mitre 10 in Byron Bay, not much further away. My spend on tools and hardware and gardenings gets shared between them but I’ll probably trot to Mitre 10 in Mullumbimby first every time now, because of that lovely goodwill.
So how’s your business’s customer service?
Are you customers routinely thrilled by the jobs you do and the service that wraps around it?
Is your customer service systematised?
Do you have a culture that encourages your people to look after your customers or your customers’ employees) like this?
Recommended Reading: Having A Good Culture – Is It Necessary In Your Trades Business?
It’s worth doing – worth investing in making this happen, isn’t it? It costs little to look after people and look at the goodwill that comes back. Make it systematic – make it happen every time.
There are four ways you can engage with me:
1. Subscribe to these emails and get them once a week in your inbox so you never miss a video from me.
2. Join the Trades Business Toolshed Facebook Group where you can watch these videos, ask me questions or talk to your peers.
3. Attend my next Tools Down workshop.
4. Book yourself a 10-minute chat with me. We’ll talk about whether coaching is right for you now and if it is, we’ll go further into the process before you have to make your mind up.
See you later.