The thing about having a great business and delivering a first class service is that you can’t learn it from a book.
Sure, you can get some great tips and pointers, but it’s all in the ‘doing’.
What’s more, doing good business isn’t all about having that ‘killer instinct’ or sniffing out a great prospect. In any event, great clients are not ‘sniffed out’; you earn them.
No, to be really effective in business it is all about creating meaningful relationships with the right intention…and then following up on that.
So, what do I mean by the right intention?
Well, today I received a real life example of exactly what excellent service delivery and ‘right intention’ is all about.
Nobody tried to sell me anything, nobody gave me some long winded spiel about how great they were; in fact I didn’t even ask for any assistance.
Instead, somebody provided me with something with no other intention apart from to be genuinely helpful.
And that, my friends is key.
Nowadays with mass call centres and automated processing abound, genuine service is something many sales managers and business owners have forgotten all about.
Today we measure ‘success’ on statistics and sales conversions, there is no real feeling of helpful intent behind any of it, everything is just a means to an end…there is no authentic customer journey…just a sales script.
Well, I am delighted to report that this is changing. And I have living proof.
In the form of Lee Fear of Feartech Web Design.
I have dealt with Lee in a professional capacity on many occasions; he has helped me to set up various websites and dealt with many of the technical issues.
I always use Lee because he is so helpful and I trust him. (Yeah…that old fashioned word).
I know he is not going to use my relative ignorance of technology to sell me something I don’t need or blind me with science. He always delivers and what’s more he adds that little bit extra. He does exactly what I ask of him, and then provides helpful and relevant guidance too.
In short, he is a pleasure to deal with.
Take one Sunday morning for example, when I screwed up all the code on my website.
I know it would have taken me literally hours to sort out. I contacted Lee in a panic (although I pretended to be calm about it) and within less than half an hour he had it sorted…on a Sunday….and he didn’t even charge me for his time.
To him it was a ten minute job…to me it was a ten hour headache.
And then today, out of nowhere, he got wind of a little technical issue I was having.
Nothing to do with my business; but he was there to help me. Just like that.
Why? Because he wants all my hard earned money?
No, it’s because he is a genuinely nice authentic guy who cares.
I know…it all sounds a bit mushy doesn’t it?
But guess who I will go back to again, and again, and again. Guess who Lee’s repeat business is.
Get the picture?
And that’s the way to do effective business ladies and gentleman!
Because the new breed of business is all about helping, connecting, and being authentic.
It’s that simple, and that hard.
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