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Added
Value thinking...
In
a recent meeting we were talking about our customer’s needs and
if we were meeting them. We were asked to “add more value”.
This fits in with a previous article about customer service and
giving more than expected, consistently (the Nordstrom way of
thinking). We talked about putting the relationship first. Learning
how to consult them in their field and how we can help them find
solutions to their needs and be of more service.
A
recent event caused me to think about my customer’s needs. Now,
up front I want to say that this person chose to have his needs met
by someone else--I lost the bid. I knew this BEFORE I added more
value to this relationship. So when I say “my customer” I
mean in a general term that although I did not “exchange”
with him the service of a product for a monitory value, everyone is
my customer.
OK,
after I offered to help him in any other way that I could with the
other services our facility offers, he graciously thanked me and
mentioned the need to create a pdf for his new printing facility.
Mmmm,
let me think. Shouldn’t this new facility (that won my business
away from me) take care of their own customers? I realized it would
only take a quick email to help him. So I emailed back several places
he could go to get a free pdf creator or another for little
cost--that I personally use--that would be “added value” to him.
It
was worth the little thank you note I got back. Will he return to do
business with me one day? Does that matter? I believe it does matter
and it will return to me one day.
Disclaimer: Not
responsible for advice, ideas, suggestions and/or
programs. By
mentioning these programs or any other program, I’m in no way
endorsing these or any other programs for you and/or your project.
Any advice, ideas or suggestions and/or programs mentioned are
considered my opinion only and am considered not liable. Not
responsible for sales or lack of sales of your project.
Brian@SunriseBooks.com
SunrisePublishing@gmail.com |
