Ask yourself the following question. “What do you think influences your customers buying habits?”
I bet a large percentage of business owners haven’t ever given that question any thought. And that’s a real shame, because they don’t have any idea what their missing.
If you thought your customers are just buying (or not buying for that matter) your cleaning services (or whatever you are offering) you would be way off base.
The decision to purchase from one company over another involves much more than just the product or service you offer. The customer is influenced by every facet of your operation.
The customers decision to choose your company or go elsewhere is an extremely complicated mechanism. The potential client notices and keeps a scorecard on each facet of your operation and of your competitors as well.
The highest score wins.
This score keeping starts with the phone call to your office. Was the caller able to get in touch with you promptly? Did you make an appointment at their convenience?
When you pulled up to their home or office was your vehicle clean and shiny? Were you clean and shiny? As in well dressed and cared for. Was your notebook organized and well-kept? Was the pen you wrote notes with a cheap 10¢ one or a classy $10.00 model?
How did you handle yourself? Did you let the customer do most of the talking? Did you address their concerns? Did you ask good follow-up questions?
Was your proposal on time and polished? Did it spell out exactly what you were offering? Did you follow-up on the bid with a call? Did you take the time to thank them by sending a thank you card with your appreciation? Did you do your best on all of the above?
I hope so because that’s what the customer is buying.
Each little detail I mentioned doesn’t amount to all that much on its face. But collectively they form a narrative about you and your company. If you seek to be seen in the most positive light, then make sure all those little details get your full attention.
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