Electric Heating Co., Inc

How Loyal is the Customer?

Last week we described the loyalty of a particular long-term customer. Of biggest interest to all of us is not just how we get to that point, but how we stay there. There is an old expression related to our industry: "No news is good news." When there is no news, every-
thing is going fine. Generally that is true, but it is only always true when the question is asked.

If you ask and the customer tells you that there is no news, you are fine. If you don't ask, you will often not know of a situation that you could have fixed before you lose the business.

I once had a Sales Manager who would mess up an order for an old, comfortable customer, just so he could fix it in a lightening fashion and come up the hero. I am not advocating this for a distributor, but the point is that continuing communication with your existing customers is essential.

Once a customer understands that you are the go-to company for dependable, quality products, customer service becomes the ticket. Splendid customer service is an attitude.

The effective salesperson will integrate a four-part action every time:

1) Explore and understand the problem, concern or request.
2) Tell the customer what he/she can expect for response and timing.
3) Initiate the action.
4) Follow up to insure that you have met the expectation.

This standard will put you on a long course with any customer. We hear of so many vendors that take three to five days to quote a job (you'll never have to be concerned about Dalton). The salesperson must follow up to ensure that timing is met and the customer gets the right answer. Doing the next right thing will establish you as the dependable source for all of your customer's next need.

Friday Funnies

Law of the Result ... When you try to prove to someone that a machine won't work... it will!

Law of Bio-mechanics ... The severity of the itch is inversely proportional to the reach.

Law of the Theater ... The people whose seats are furthest from the aisle arrive last.

The Starbucks Law ... As soon as you sit down to a cup of hot coffee, your boss will ask you to do something which will last until the coffee is cold.

Dalton Electric Heating Co., Inc (978)356-9844
28 Hayward Street Ipswich, MA 01938 USA

(C) Copyright 2006 - 2008. Dalton Electric Heating Co, Inc. All Rights Reserved.