Jim Pemberton
MB Exclusive.
- Joined
- Oct 7, 2006
- Messages
- 12,786
- Name
- Jim Pemberton
The following happens often here at my company:
Consumers call looking for a cleaner in their area for a variety of services. I do know "the good guys" (Mike's 2%rs) and enjoy referring them.
But here is the problem:
A year or two later I get this call:
"Hi this is (name of consumer) you referred a cleaner to me last year and he did a great job. Can you tell me who that was? He did such a great job, but I don't remember his name and don't have his number"
Since I don't know the guy at all and it might be one of a few people, I ask him what he can tell me about the fellow. He was able to tell me what color the truck was, what the guy looked like, even what they talked about. But company name, even personal name? Nada...
Fortunately, his description of the guy and the market area he is in narrowed it down easily for me, and I gave the number to him.
Lesson?
Don't think a great job is what get's you called back. No matter how much they praise your job, share pictures of dogs with you on your phones, laugh at your jokes or stories, people just don't rank the carpet cleaner up there with their doctor, lawyer, and accountant.
My customer will be getting a call from me today to discuss his follow up program for sure, but this happens so often I thought it might start a good discussion today.
Consumers call looking for a cleaner in their area for a variety of services. I do know "the good guys" (Mike's 2%rs) and enjoy referring them.
But here is the problem:
A year or two later I get this call:
"Hi this is (name of consumer) you referred a cleaner to me last year and he did a great job. Can you tell me who that was? He did such a great job, but I don't remember his name and don't have his number"
Since I don't know the guy at all and it might be one of a few people, I ask him what he can tell me about the fellow. He was able to tell me what color the truck was, what the guy looked like, even what they talked about. But company name, even personal name? Nada...
Fortunately, his description of the guy and the market area he is in narrowed it down easily for me, and I gave the number to him.
Lesson?
Don't think a great job is what get's you called back. No matter how much they praise your job, share pictures of dogs with you on your phones, laugh at your jokes or stories, people just don't rank the carpet cleaner up there with their doctor, lawyer, and accountant.
My customer will be getting a call from me today to discuss his follow up program for sure, but this happens so often I thought it might start a good discussion today.
