Ever notice how a clogged drain clarifies your priorities? Our kitchen drain was plugged so normal operations were at a standstill. I'd tried Liquid Plummer and a 25 foot 'snake' without success. Time to bring in the big guns from Roto-Rooter. 'Gord', the technician, arrives at 9pm (only 45 minutes after my call), and manages to extract a root that had wedged itself into our drainage line. There's an outpouring of sludge and celebration. Gord asks, "Are you happy with this?" "Absolutely," I reply. As I'm paying he again asks, "So, you're happy?" I find myself saying, "I'm thrilled!" This is as I'm paying significant dollars for something I'd rather not spend any money on. Interesting - asking a customer if they're happy not only gets you feedback; it also helps lock-in a positive perception in the customer's mind. Beats them dwelling on the bill.
Today's chuckle
The one who says it cannot be done should never interrupt the one who is doing it.
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Jeff Mowatt, B.Comm., CSP is a professional speaker and best-selling author who works with organizations who want to strengthen customer loyalty, increase spending per customer, and recharge customer service teamwork. To inquire about engaging Jeff for your team, email us at info@jeffmowatt.com or call toll free 1-800-JMowatt (566-9288). Web: www.JeffMowatt.com
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