Months ago, I wrote in this space about not judging a customer by how they dress or what they drive. Last week, I described ways to build partnerships with other firms in the industry. This week, I want to bring it all together. The bottom line is focusing on customer service as the priority. Make the customer happy, work with each other as peers, and we will all not only grow the industry but make more money and be more successful.
Too many times I see service providers in our business scoff at a smaller job just because it doesn’t seem worth the time to them. Just last week, a woman called because she wanted a top-of-the-line system for her boyfriend and told me she’d been saving up all year. I started to salivate. Then she dropped the bomb of how much she’d saved: $1,500. Internally, I was deflated, but of course I never let it show. Maybe that’s my background in retail coming into play, where closing the sale is what counts, no matter the size.
I knew that for what she was looking for in that price range, my company wouldn’t be able to help her, but I didn’t want to disappoint her either. I remember the days when I didn’t have a lot of money but I would scrimp and save to buy something for someone I loved on their birthday or Christmas. Even though it was a small amount (maybe $30), they were ecstatic because they knew how hard it was for me to earn that money and how much thought I put into the gift. I was proud to be able to get them something they enjoyed and appreciated. So I spent time with the client to understand her needs and pulled in one of my Home Theater Rebuild referral network companies to help her with a system at her price point. While it isn’t something most integrators would consider high-end, for $1,500 you can still get a solid receiver, 5.1 surround sound, and a media-streaming device.
We have to keep several points in mind with every customer interaction:…
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