In 1993 we read Customers For Life by Carl Sewell and Paul B. Brown. At Pressed4Time we used what we learned in that short book as a foundation for the structure of our customers’ experience. Below is an adapted (plagiarized) article for our franchisees from that marvelous book:
When the customer asks; the answer is YES.
Pressed4Time is not the least expensive service in the marketplace; to be successful we must offer something else. That something else is time, convenience and expertise. We remove hassles. We make life easier.
Any time a customer asks us if it’s possible to do something the answer must be yes: deliver off the normal route day or provide a rush service. If it relates to our business (SAVING THEM TIME), find a way to say yes. Mobile oil change? Home cleaning services? Window cleaning? You can’t provide these services, but you can easily find someone who does. Make a call to locate these services for your customer and establish a referral relationship. If they ask you to remodel their kitchen the answer is no. A customer’s request must be reasonable and related to our business.
Also, save your customers money whenever you can. If you can repair for $5 rather than replace for $15, do it. If the repair fails and it must be replaced, give them a credit for the failed $5 repair. They’ll never forget you and you’ll make a lot more money than the $5 credit.
- The moment the customer says, “Can you…” you should be prepared to answer yes, even if you can’t immediately figure out how to do what the customer wants.
- Stretch. You don’t clean carpets or upholstery but your customer needs it done. Find a service that does.
- Don’t charge for “extra” service if you can help it. If it’s something a friend would do for another friend, don’t charge. You delivered a rush order on a Saturday, no up charge. Don’t worry, you’ll more than make up for it in future business.
Saying yes and saving customers time & money are some of the major points that will distinguish our quality service, build our reputation and create VERY SATISFIED LOYAL CUSTOMERS WHO BECOME ADVOCATES FOR YOUR BUSINESS.