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Anyone in the Telecom Bidnezz who knows me well will know
that I preach Understanding Customer Expectations to achieve Customer
Satisfaction.
If you are a telecom contractor who goes for sell, install,
cut and run ... and you are so good at what you do that you don't need
references or long term customers.... HA! Who are you trying to
kid?
You losers can skip this section and continue to fail to
thrive.
How many of you have ever had a customer invite you to
lunch and paid for it?
How many of you have received holiday gifts and
birthday cakes from your customers?
I know a guy in the telecom bidnezz for whom this is an
every day thing and he doesn't think anything of it. I've watched
him work for many years and his success goes beyond his easy smile, nice
legs and a cute butt.
He has EARNED trust by demonstrating a superb ability to
understand his customers' expectations. He can tell you the product
cycle and communications flow of every customer. When he visits a
customer for the first time, he comes out knowing the make, model, age
and condition of every piece of technology in the place. He knows who
answers the phone and who hides behind voice mail. He knows which part
of the warehouse the loud speakers don't reach. He knows which ones will
forget to change holiday closure greetings on their auto attendant and
voice mail systems. He knows which ones have persistent problems with
lightning and storm damage. He knows every customer in 'tornado
alley' and flood plain zones.
He has an attentive demeanor, provides rapid response and
knowledgeable technical advise.
He is doing very well and not sure what all this economic
downturn stuff is about because you see, he understands his customers'
expectations and earns their trust and loyalty. He doesn't even have to
think about establishing a 'customer satisfaction system' because it
just comes naturally to him.
So what have I done? I've followed this guy for years
and years. Watching, learning, writing down everything he does.
I've developed a 'system' that follows the idea that new skills can be
taught and the only person You can change is YOURSELF!
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