I was looking for a Bow, a very large bow. I thought it would be clever to add one to a home that Knipp Contracting is building. Can you imagine seeing a bow on your new home! who doesn't like Bows?
As I was searching on the Internet I went to the first site that google posted, keep in mind this is an advertised site. Someone has paid to be the first site we see when we google "large bows".
I could order online, however I waited to order the bow so now I must call and get it shipped to me ASAP. Sitting at my desk I look out the window and imagine the home across the street with a bow. I am so tickled with myself, let's face it I think I am so cleaver that I thought of this idea. The phone rings.... and rings... and rings... really? Finally I am able to leave a message. NO, I want to order it now! ANSWER THE PHONE!
I move on to the next site, the phone rings and rings.... and rings. Are you kidding me? doesn't anyone answer the phone! uugghh. I am on a mission! FIND a BOW!!
Onward I go! my quest to find a LARGE Bow for our homeowner is starting to look bleak. I call King Size Bows! On the first ring I hear a voice, "King Size bow this is Lynda". WHAT she answered AND wanted to help me.
She is pleasant to talk with and she is shipping it today! Eureka I have found the prize!
It is more than just finding someone who will answer the phone, customer service is knowing what the customer needs before they realize they need it. Because she was unaware of my plans for the bow, she asked me if this was an address that the bow would not be seen. Now that's what I am talking about.
People want to feel important I want to know that I matter enough to spend some time helping me. . When we take time to show a little kindness and understanding we have moved beyond the sale. Lynda from King Size Bow has no idea that I would write a blog and tell others about her company.
That is how we should think about our business; we never know who will be our next home buyer or how many people they will refer to us!
According to The Bigger Pockets; an online real state magazine:
"Customer service is more than simply being available to return phone calls, sending nick-knack junk with your name on it twice a year and a thank you card during the holidays. An investor recently commented that we had won his business because the young lady who answered his original call, actually called him back at the exact time she said she would and emailed him information that he requested in a timely manner. Yes, that is how low the bar has been set for customer service! This is an opportunity to wow clients with anniversary cards, birthday cards, unique thank you baskets, gift cards to Starbucks simply “because it’s cold outside”, monthly updates or even a monthly phone with the simple question of “how are we doing?”. It is often said that the easiest sale to make is to an existing client. The second easiest sale to make is to a referral. Keeping this group of people happy and touching them in as many unique ways as possible is one of the best business builders around".
It's not always what we say that impresses people it's how we say it!!
By the way.. I called her back, she did not answer the phone but her message was unique "Have a very BOWdacious day!
Contact us at 623-561-0803 or sales@knippcontracting.com
Do you have customer service ideas? let me know about them!
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