You run a small flower shop and a customer asked for a floral arrangement with a type of flower that you don't carry. She's visibly upset because none of the other local flower shops are even able to get this rare type of flower and you were her last hope. So you tell her that you'll make some phone calls and see what you can do, but it might take a few days. As chance would have it, you were able to find a company to deliver it overnight! She is elated, places the order, tips you generously and leaves your shop.
You find out a few weeks later that this same customer recently referred her sister to one of your competitors with a very large order. Any idea what you did wrong? You didn't ask her for referrals but your competitor probably did. People are generally willing to help you if you ask them, the problem is that most people forget or are afraid to ask. Make it a point to provide outstanding service and ask your customers to send their family and friends to you and your sales will sky rocket.
Jeremy L. Knauff is the founder & CEO of Wildfire Marketing Group, a full service Marketing Firm specializing in helping small companies compete with larger companies. |
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