Recently, we had a little problem in our home. We called a company for a ‘service’ call. What an oxymoron! The technician didn’t know what he was doing, was unfamiliar with the type and brand of appliance and spent the better part of an hour reading our ‘owner’s manual’ before telling us that he couldn’t help us. (But the $187 charge for a ‘house call’ still applied!)
The second company sent someone who knew immediately what was causing our problem. Within an hour the problem was fixed and the appliance running like new. They also gave us a ‘New Client Package’. It outlined their ‘satisfaction guarantee’ and invited us to contact the company president if we had any questions, comments or concerns.
The next day the company called to make sure the work was done correctly and we were happy. A few days later, we got a nice letter from the technician and the company president thanking us for our business and reminding us that if we ever have a problem with an appliance, that it would their honor and pleasure to be of further service. My wife and I were BLOWN AWAY. Who does this anymore? (sharp business owners!!)
What Actions can you use to communicate your value proposition and position your firm in a better light than your alleged competitors?
Actions speak louder than words!