logo

Personal Customer Contact…..Basic Blocking & Tackling…..Where Your Company’s Future….is Ultimately…. Decided….!

July 12, 2018

By Sid Chadwick

“I try to do the right things at the right time. They may just be little things, but usually they make the difference… between winning… and losing”…….Kareem Abdul-Jabar

INTRODUCTION:

Their CSR’s were writing “Thank You Notes”…for the first time….ever….. to neglected customers…and ….customers who had not bought --- in over six months.

There were over 150 of them….

I had asked that they each write one “Thank You Note” --- each day….to a neglected customer they’d called, or to a supplier, or to a fellow employee --- who had helped them in some way.

thank you card1One day at lunch, each week, I call, and as a group --- we discussed

  • “How it felt” --- to write a “Thank You Note” --- to someone, especially to someone they’d never personally met.
  • What, if any, response occurred from the recipient of their “Thank You Note”. (Recipients called back, orders were increased, new items were quoted…..Suppliers were stunned…..)
  • We then discussed, “What, if any, was the follow-up to that communication….”

After three weeks, I called --- and asked their President (in early July) “How’s business?”

His response: “Surprisingly….. we’re back to normal,…and because we have a few folks out ---  for vacations --- it feels like….. we’re ‘slammed’.”

Note: I quickly established that I had little patience for a Sales Rep who came up to me, on seeing an order get entered, who said, “Hey….that was my account….”

Phone CallNext visit, later this month --- we’re going to start roll-playing on how to successfully follow-up and negotiate “Quote Follow-up Calls” --- for raising their company’s  “Quote Hit-Ratio”.

This client needs a FULL second shift; not a partial, sometimes….. second shift.

SUMMARY:

A sense of committed purpose….positive feedback….Karma……leadership by example……..it all counts……..and collectively…it adds-up….fast…..!

And ….I continue to see and hear from customers….who just want someone to consistently demonstrate…. that their business is important….by bringing them “useful information”……and preparing an intelligent discussion……often….. not --- once or twice a year.

“People cannot be managed. Inventories can be managed, but people must be led.”………...H. Ross Perot


Leave a comment

Make sure you enter the (*) required information where indicated.Basic HTML code is allowed.