Wednesday, December 2, 2009

Common Courtesy Creates Captivated Clients

My parents in law are presently undergoing a kitchen renovation – stressful enough at the best of times, but made all the worse by having tradies stomping muck all over their floorboards, chipping bricks into their brand new bench tops and leaving all the cupboards full of sawdust.

We spent a fair amount of time this weekend discussing the simple things those tradespeople could have done to create an absolutely captivated client who told all their friends about their service:

• Brought some tarps to cover the bench tops while they were working on the bricks
• Wore hospital booties over their boots when they walked inside (we’ve used these previously at open homes and given you end up with bright blue covered feet, they’re a prominent advert for your care)
• Brought a dust buster or vacuum to clean up after themselves

If any one of these simple acts had been done my parents in law would have been raving about them and recommending them to every one of their friends.

As my mother in law said: “it’s just one of many jobs to them, but this is our house”.

Now whether you work in a trade, or in any other field, a simple act that doesn’t take much time or forethought can often have the power to amaze and impress.

Like the real estate agent who brings a CD of appropriate music to play at her open home, or the hair dresser who offers to save a lock of a child’s first hair cut for a doting parent or the insulation sales person who sends back his quote with a dog rusk for the beloved family pet. Having just read the book about John Ilhan, founder of Crazy John’s I loved the part of the story where it detailed that Crazy John staff would program in mobile phone numbers into their clients phones (common courtesy and a great business idea – after all, if the numbers are already in there, they’re more likely to call them right!)

What can you do today to captivate and amaze?

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By Kirsty Dunphey with No comments


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