Earl Wasserman’s Post

A TWO-PASSION CONSULTANCY: Customer Experience Expert & Speaker • A Floor, Wall, and Interior Finishes Direct Procurement Path for End-Users, Designers, Specifiers, and Purchasing Executives.

1mo

There are 7 Principles for Delivering a Customer of One Experience. Principle #4 is Go The Extra Mile. Providing an experience beyond your customer's expectation significantly enhances your company value proposition. It sends the message that you will do whatever it takes to set your customer up for success. And most important, it shows that customer they made the right decision choosing you! https://c1xmatters.com/ Rali #gotheextramile #valueproposition #therightchoice #customerexperience

Transcript

Principle 4 is going the extra mile. This means customizing every interaction to our customer. Are any 2 customers exactly alike? No, they're like snowflakes. Everyone has their unique circumstances and preferences. Committing to a unique experience for each customer means researching their wants and needs. Those requirements need to be acknowledged, acted upon and remembered. You realize your customer has a choice whether to buy from you or not. Each time a customer chooses to do business with you, they are basically saying I've chosen you. Now show me why I made the right decision. You have to prove choosing you was the right decision. I prove to this customer he had made the right decision and this is how. On a Tuesday, I received a phone call from a potential customer. This retailer had 30 stores and he shared rapid growth plans with me. He was having a flooring issue in one of his stores in an outlet mall in Aurora, Co. The GC and installer had bailed on him and were no longer available to assist. He explained what was occurring and asked if I could determine the cause of the floor failure and provide a remedy for repair. I got off the phone and I thought about my approach. Then I went into action. I boarded a flight to Denver the next morning, rented a car and drove out to the store. I determined the root cause, what the Chiefs see installer did wrong and how to correct it. I diagrammed the store to better explain to the customer. I phased repair schedule. I flew home that night and called the customer back Thursday morning. I explained the issue. The remedy described fixed replacement and other physical attributes of the store layout. He stopped me and asked how I knew all those things. I told him I wouldn't look at it sounding rather matter of fact. Then continued with my presentation, but there was a prolonged silence on his end. Concerned I was disconnected. I asked if he was still there. He said Earl, I am, but I just can't believe you went all the way out there. And I just called you two days ago. I knew my actions would surprise him. Who does that right? I said you asked me to provide a solution. I had to know what was causing the failure. How was I going to provide you an informed and complete solution without assessing it with my own eyes? Well, that $800 expense turned out to be peanuts compared to the revenue it generated over the years that followed. I supplied flooring for 378 of his stores because I was willing to go the extra mile.

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Earl Wasserman

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