Your Reputation is on the Line at ALL Times
Your business reputation is with you everyday and even when you are not at work. If you are known for unbelievable customer service, then people will be talking about you at all times. When you go to any length to keep the customer happy, you can count on them letting others know about your service. In a previous chapter I talked about the car salesperson that went as far as taking his customers to work when their car is in for service. He bent over backwards and the word of mouth spread was fantastic. He still outsells everyone and he does not advertise he just keeps in touch. This car salesman also stands behind the products he sells. I remember one incident when a new car was sold and it kept having major problems. He finally had the car replaced for his customer, an almost unheard of thing to happen. You do not have to be a slave to serving your customers, you have to be a slave to making them want to come back and spend again. This same salesman on off hours will be found helping at community events and getting involved with helping others. His reputation goes far beyond the car lot. His community service is not just flipping hot dogs at the local fund raiser, it is being a contributor to improvement initiatives, working with youth groups and beyond. The involvement certainly aids in success both on and off the job. The term "Service above Self" is used for non-profit organizations but it can also be used for any industry. Keep it in mind when you are dealing with your own clientele. Bette Daoust, Ph.D. is a speaker, author (over 170 books, articles, and publications), and consultant. She has provided marketing, sales, business development and training expertise for companies such as Peet's Coffee & Tea, Varian Medical Systems, Accenture, Avaya, Cisco Systems to name a few. Dr. Daoust has also done extensive work with small businesses in developing their marketing, training, and operational plans. You may contact Dr. Daoust at http://BizMechanix.com. You may also view her latest publications at http://BlueprintBooks.com. Dr. Daoust also writes for the National Networker http://theNationalNetworker.com. |
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