December 14, 2009 9:43 am
Always remember, there are only 3 types of customers (Reichald) and they are: Promoters (those who love you and refer you), Passives (those who are lukewarm about the experience with you telling no one about the experience with you), and Detractors (those who detract from your perceived value in the market) based on their experiences with you.
Strive hard to build Promoters, or what I like to refer to as Advocates. You do this by advocating for others and moving the needle up the ladder as WOWING people in today’s market is increasingly difficult and easier at the same time. The Paradox is that some people are WOWED by little things while others require lots of attention.
So the questions this week are simple:
1. What strategy do you have to acquire more customers? Are you executing that strategy daily? Is every person in the company tied to this strategy and understand that sales is “everybody’s business.”
2. What strategy do you have in place to take a current customer to a Promoter for Life? Is your customer service to the WOW level?
Remember, there is only two ways to get new business; we can earn it through referrals or buy it with advertising. If you don’t do a good enough job with your current customers then you don’t deserve any new ones.
