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Customer Loyalty in as Little as 17 1/2 Minutes!
By Bob
Taylor and Jim Hartigan August 20, 2012 Bob’s
Story: About a year ago, Orgwide opted
to unplug from AT&T and
switch our wireless account to Verizon (like all of us @Orgwide, you can follow our
friends @VerizonWireless on
Twitter). With the switch, we got an account rep, Diane Smith. (In that
we’re a
small business, we rarely get an “account rep.”) We knew Diane
was the real deal when we noticed she actually
did all the things she said she would do. I know, it sounds crazy, but
she
really follows up. An early indication of her partner-ness came a few
weeks
after we switched. On December 23, 2011, I called to ask for her
assistance in
locating an iPad I needed for a gift. To
compound the challenge, the iPad I needed was not a common
configuration, and I
couldn’t locate one that would arrive in time for Christmas. Not only
did Diane
snag the exact tablet I needed (apparently she’s in on Verizon’s secret
stash),
she then met me in a Dunkin Donuts parking lot for the relay! So, last week
Diane sent us a note requesting a meeting to
discuss our data plans because, get this, she says she can save us some
meaningful money. As always, she arrives on time … and then proceeds to
show us
a way to save about 25% with absolutely no strings attached! During the
meeting, I asked Diane a couple of Android vs.
Apple software questions that she wasn’t completely sure about. Within
an hour after
the meeting, I received an email from her with the information I needed
and her
unsolicited commitment to monitor the topic for emerging developments. In other words, she’s actively assisting us
with our business! With service like this, I’m looking forward
to our next
purchase! Jim’s Take on Bob’s
Story: I get back from
a mid-day run and discover Taylor’s all
giddy because he’s had a good experience with a sales rep. As Orgwide’s
Chief
Rain Maker, I’m always on the lookout for a good sales story. You see,
my
contacts will tell you I’m the “17 ½ minute guy.” Why? Because
when making my
initial inquiry (or leaving a voicemail),
I only ask for 17 ½ minutes of their time to ask a few questions
and share a
little about Orgwide. It’s memorable sure, but more importantly, it
shows I
value their time. Plus, in order to be effective, I have to do my
homework and
keep my presentation and questions crisp. Most importantly, it gives me
the
opportunity to build trust by “doing what I say I will do” – finishing
our call
in 17 ½ minutes. I say this
simply to frame up the fact that Taylor is all
excited over the sales rep who just came in, spent less than 20 minutes
in the
office, and saved us all kinds of money. I thought, “Wow, now that’s a
valuable
17 ½ minute meeting.” But there’s more. Taylor was going on and
on about the
sales rep (Diane) and how unbelievable the whole experience had been.
The
researcher in me couldn’t resist asking a few questions of both Taylor
and the
real recipient of these savings – our bookkeeper! My questions revolved
around
how happy they were with the service, how much money was being saved,
etc. As a
quick reminder: this is cellular service, one of the lowest rated
purchases on
this planet for customer services. I then asked the really important
question:
“If someone came in and could match our current cellphone service and
save us
ANOTHER $500 a year, would you take the appointment? How about $750?
$1,000?”
At the end of my inquisition, I went to the white board (and those who
know me
knew that was coming!). I did a little math for my partner and our
bookkeeper
and demonstrated that the service Diane was delivering was LEGENDARY.
She had
entangled us to the point that we would NOT EVEN CONSIDER (or even take
an
appointment should one be offered) another vendor even if they were
offering a
PRICE REDUCTION of 25%! As a sales guy, I have to say Diane has created
loyalty
beyond reason. In fact, she has created a “switching cost” of a
non-monetary
value! How? By doing her homework, valuing our time, and doing what she
says
she will do - actively assisting us with our business! Do you have a great “Account Rep” story to
share? Contact
us, We’d
love to hear it! About the Authors: Bob
Taylor,
co-founder and CEO of OrgWide Services, brings 30 years of hands-on
management,
real-world leadership, and business experience to our
organization. Bob's
enthusiasm and commitment for developing skills in others has resulted
in a
synthesis of a business and personal philosophy that culminated in the
inception of Orgwide. A former Sr. Manager in FedEx's
world-recognized
Leadership Institute, Bob learned the leadership trade by practicing
and
applying his lessons in the trenches. After an impressive career
in
operations at FedEx, Bob was invited back to headquarters to train and
develop
other leaders. Bob was rewarded for his contribution to the
success of
the Leadership Institute and its students when he received the
company's most
coveted award for individual contribution, the Five-Star Award for
Excellence. In 1995, Bob elected to open RFTaylor & Company,
a
management consultancy serving such corporate clients as Emerson
Electric,
FedEx, Hilton Corporation, and Nike, Inc., to name a few.
Jim Hartigan, Chief Business Development Officer and Partner joined OrgWide Services, a Training/e-Learning, Communications, Surveys and Consulting firm in April 2010 after nearly 30 years experience in the hospitality industry, including the last 18 as a senior executive with Hilton Worldwide. Jim’s last position was that of Senior Vice President – Global Brand Services where he provided strategic leadership and business development and support to the $22B enterprise of 10 brands and more than 3,400 hotels in 80 countries around the world. His team was responsible for ensuring excellence in system product quality, customer satisfaction, market research, brand management, media planning, and sustainability. |
Contact: Jim Hartigan Chief Business Development Officer & Partner OrgWide Services 165 N. Main Street, Suite 202 Collierville, TN 38017 office: 901.850.8190 Ext. 230 mobile: 901.628.6586 [email protected] www.orgwide.com |