I've been paying close attention to customer service wherever I go these days.
In my business, I tell my support team to go the extra mile when assisting customers. I believe this pays off big time in the long run.
But I am amazed at how many businesses do not pay attention to the simplest of customer service details. In the past few days, I have made observations at Best Buy, Gamestop, Qdoba and... my front door.
I'm not going to address the corporate issues right now, but I do want to talk about what happened at my front door this morning.
I'm not a big fan of ladders... or heights, for that matter. You might say I am allergic to climbing ladders. I break out in fear.
So when it comes time to put Christmas lights on my two-story home, you can bet that I called someone who has no fear of ladders to get the job done. I was able to find someone on Craigslist.org, and the guy did a great job.
Well, the holidays are over and I went to call my fearless light-guy.
His number was no longer available.
So I did what any respectable man would do...
I went back to Craigslist to find someone I could pay to take my lights down!
I came across an ad, called the number, and the guy showed up on schedule at 8 am this morning. By the time I woke up, he was already halfway done.
I noticed he had a trailer on his truck, so I concluded that he provided many general household and maintenance services. He must use the trailer to cart around lawnmowers and such.
Anyhow, he finished taking my lights down and I asked him how much I owed him. It was just $15. I gave him $20 for the trouble.
And then I waited for him to take the next step...
... and I waited...
... and waited.
FInally, I asked him if he provided other services.
He told me that he did painting, lawncare, fence repair, etc, etc and so forth.
So I asked him for a business card.
He went to his truck and began looking for a business card or a flyer.
Nothing!
He told me that he spilled coffee on his cards... hmmm.. so I gave him a piece of paper to write down his name and number.
As he did, I asked him this question...
"May I give you a tip that will help you double your business?"
He nodded affirmatively.
I said, "If you want to double your business, here's what you do."
I proceeded to tell him that he should say something like this...
"Thank you for letting me serve you today. I want you to know that I also provide a number of other services, such as painting, fence repair, lawn care, and I would love the opportunity to help you in any way I can. Is there anything I can do to make your life easier?"
He looked at me as if he had never even considered doing this before.
I told him that if he would just ASK people for more business, he would at least double his business. I also suggested that if it worked out for him, he should hang my Christmas lights for free next December. ;-)
I bid him farewell and marveled at how much business this fellow was leaving behind.
Mark Joyner says the great formula is this...
1) Find a thirsty crowd.
2) Sell them a glass of water.
3) Then sell them a second glass.
Have you found your thirsty crowd?
Make sure you define your market clearly, and then go to where they are.
Sell them whatever you have that will satiate their thirst!
And then, make sure you find out what their other needs are so you can continue being the one who is meeting those needs. If you do, your business will skyrocket.
What are your thoughts? Please leave your comments on my blog below.
It's Del.icio.us!
Furl It!
January 7, 2008 03:13 AM
Simple, elegant, and powerfully effective. Yet far too few people take that little extra step to OPTIMIZE and MAXIMIZE the hard work they've already invested into a business.
I'm giving away a free report outlining SEVEN business optimization ideas to boost profits. All work just as effectively as the simple 'second glass' idea.
Thanks for sharing this one, Joel.
All success
Dr.Mani
5xProfits.com
January 7, 2008 07:38 AM
Joel.
Next Year try our service http://weputuplights.com
Hopefully we can find you someone local, we have installers around North America.
I love what you say about asking for their business, we do that as well.
The other thing that I do that is very effective is ask if they know anyone else that could use this service.
When you've done a good job for them, they're actually EAGER to share their "find" with friends.
We get most of our best clients through referrals.
Riel Roussopoulos
Owner
www.weputuplights.com
January 7, 2008 08:00 AM
Right on the money! I've observed this same thing many times. Even worse I've been guilty of the same "passing of opportunity" and lack of action.
I've owned and operated a one-man service business for almost 16 years and when in a hurry have, on more than one ocassion "forgotten to sell." And I know better!
Many small operators think simple things like business cards and vehicle signage (unless required by law) are unimportant.
Good post, Joel, thanks for the reminder.
Elmer
January 7, 2008 08:33 AM
Joel,
I think that makes total sense. Often the most simple changes is what makes the greatest impact. 80/20 rule is alive and well in every facet of life and you just reaffirmed it.
Another tip that recently helped me was identify what you're already doing well and find ways to replicate in other parts of your business and bingo instant increase of income! Lather, rinse and repeat.
Eddy Salomon
January 7, 2008 08:35 AM
Great story Joel.
How easy this would be to do if we just did a bit of follow through.
He may pay you next Christmas.
Cindy Bolley
January 7, 2008 08:49 AM
Joel - You have hit the nail right on the head - Again!!!
Most business here in the UK suffer from the same mistake - do a job and then move on somewhere else. All it takes is a minute or less and more business can be gained.
It also would pay that guy to make a database of every client and then keep in touch with them several times a year. It ain't rocket science but for those of who do business this way it sure blows away the competition - long may our rivals plough their lonely furrow!!!! In the meantime those who are switched on will continue to get business (from the comptetion!!).
January 7, 2008 08:57 AM
Thanks Joel,
thats an aspect that is usually overlooked by many businesess. As a matter of fact since you mentioned it this a must do for me as soon as my new project is launched.
Thaks for sharing this with us.
Kind regards
January 7, 2008 09:58 AM
Great advice Joel. He's got a great opportunity for targeted upselling that he's not taking advantage of. Chances are very good that the type of people that won't take down their Christmas lights might not have time or want to exude the effort to cut their grass, fix their fence, and so on. Not saying your lazy, just saying you (and other people in your tax bracket) probably have better things to do on your time off like hanging out with your family.
January 7, 2008 10:55 AM
Great post Joel!
It is actually very true, how many times I failed to offer the second glass of water.
Francesco
January 7, 2008 12:16 PM
Hey Joel, I think what you said to your Christmas tree guy was fantastic! I enjoy reading your bloggs and have picked up some nuggets while doing so. thanks for everything!!
Dan
January 7, 2008 12:33 PM
Joel,
I, too, am amazed at the number of workmen who do a great job but don't know how to promote their businesses. You did this fella a great service. I predict you'll get your lights up for free next Christmas.
January 7, 2008 12:55 PM
Nice story, Joel :)
Both entertaining and thought-provoking...
Thanks!
January 7, 2008 01:38 PM
Great story, Joel. I'm sure that it never had occurred to him to ask for repeat business, and I'm sure that he'll be back next year to put your lights back up.
Good advice.
January 7, 2008 05:11 PM
I love this post, Joel. It is really so simple, but, so many of us miss these very simple steps. I will be sure to think of this post as I go forward into the new year!
January 7, 2008 10:54 PM
Thanks for the valuable information Joel. This blog is truly priceless.
January 8, 2008 05:38 PM
Joel,
What great insight from a very simple situation! You just got me thinking (not to sound philosophical) that we can learn a tremendous amount from everyone and everything that occurs in our life. I like to think of it as Life's hidden messages. Amazing how you helped change this guy's life in a minute, and, by so doing, helped countless others like myself.
Thanks!
P.S. Will you be at any T. Harv Eker events in 2008?
January 10, 2008 08:29 PM
Hey Joel,
Customer service is definitely lacking in our society today.
It was really great advice you gave the handyman. Can't believe you got him for so cheap. Think I'll have to give Craigslist a try next Christmas.
January 11, 2008 04:29 PM
I too have noticed many businesses that could benefit from an observation that I have made, similar to yours. And, I too have been at the other end of that same scenario. Bottom line, advice is only good if it is good, and its only good advice if it works.
January 16, 2008 03:26 AM
Hey Joel,
I could not agree with you more, customer service is a huge pillar of business and I am currently reading the great formula and I believe it is definitely a key for success.
Kind Regards,
Fabien
January 31, 2008 01:16 AM
How fortunate that guy!
$20 bill + $20,000-value tip.
That's right, a tiny change can make a big difference.
September 10, 2008 03:34 PM
Joel,
Did you ask him for a water cup? LOL! You love water! This time I am going to agree with you.
You write well and what you said was very informative. Unfortunately, the guy you used just didn't know how to "Market" himself or squeeze you for more services.
Dirty