Have you ever noticed how simple business ideas can pop up when you least expect it?
My husband and I finally decided to take back our dining room, which had become a storage facility for our business. (It drove me *crazy* to walk by and see all those boxes instead of the dining room I’ve always wanted!)
I finally had enough, and Chris and I went to recently a furniture store to buy a new dining room table and chairs.
As many of you know, I am passionate about overdelivering for customers. It’s a concept I teach, and one I put a ton of energy into practicing.
I found myself disappointed with this boutique—but not because of what you might think. Their in-store customer experience was incredible.
Instead, it was one simple thing they missed that not only left me unsatisfied, but it also left a huge amount of revenue on the table for them.
Find out what it is in this week’s video.
Make sure to leave me a comment below the video! I’d love to know what you think about this this key component, too.
Thanks Pam!
I think this is great story to remind us of this fundamental
truth.
Great example Pam on how local businesses can do and offer more to their customers to give them exactly what they want.
This example shows that a business can offer a fantastic buyer experience but there is always areas that they may need help + areas where they can increase their ROI.
So… The question on my mind IS … Did ya pick up the bar stools ? 🙂
Later
Have a great day
Jay, not yet! But I have a plan to get them as I can use them for work as well. 🙂
Pam:
Great story! At first, I got the impression that the salesperson did not have a follow program. But, after viewing it again, I concluded that she actually has a myopic view of what a sale is all about. It seems she views things as a transaction versus a relationship. I think this happens a lot when sales people focus on the ABC approach (Always Be Closing)
Such a great distinction Jim! In todays’ world where customer overwhelm is at an all time high and customer trust is at an all time low, focusing on relationships is key. Bullseye with your comment – thanks!
Wow, Pam, I feel busted on this one. I know I have done what your furniture store saleswoman did, and that is becoming 100% consumed with closing the sale with a fabulous customer outcome, only to fail to follow up, mostly because I lacked an overall system or tickler file that prompted me to re-connect by phone. I suppose I allowed myself to become too engaged with whoever was the next person to walk into the store, and my mind didn’t embrace the power of the follow up. Thanks for reminding me that my past customers are my biggest asset.
David, we all teach what we need to learn, right? – meaning I have been busted by this point on several occasions! Great point about having a system – my husband is much better than I am in this area and no doubt it’s because he has a really organized follow up system that doesn’t leave things to memory or chance. Thanks for your post!
Great video as I believe it’s so important to follow through with great customer service. It seems to be lacking in so many businesses nowadays. A perfect reminder to have more to offer our customers than just the immediate program or project too (marketing funnel 101).
This was great content Pam. I preach this all the time and I am so glad you brought it up in such a clear and concise way.
Loved this post on many levels! First off, I do hope you let your furniture store know about your blog!
Next, I am going to work on my follow up sequences to ensure upsells.
Finally, I am glad to know that many others have their kids do homework at the kitchen table. 🙂 I was wondering if I should get a desk for my new kindergartner to set up the best study habits, or just have her at the table. She will be doing her work at the kitchen table now.
Tons of lessons learned today! Thank you!
Hi Pam, thanks a lot for your thoughts & experience!
did you purposely use a wrong link to your transcript so that you see how many people will try to download it or is it just a tiny mistake of your webperson? 😉
Cheers!
Thanks Andrea! I love the kitchen for homework as I can be doing other things but be there to answer questions, etc. So I do think quiet is important – but I love being there to be able to help when needed. Of course, as they get older, it’s important they take responsibility for their own work, etc. but that’s a whole other conversation! Who knew this parenting thing was going to have so many layers to it? Biggest gift on the planet but by far the hardest thing I’ve ever done! 🙂
Hey Raphael, Unfortunately it was just a flat out mistake. 🙁 It’s fixed and working now – appreciate you pointing it out. Thanks so much!
Pam, videos 2 and 3 offer great follow-up to your 1st. I am
in total agreement that ‘Simple is better!’ My math product
uses color coded to number – in a simple, powerful and logical way. Solid but fun! I have a registered TM that
came straight from the classroom: “I get it!” Nevertheless,
I cannot ‘penetrate’ the school market. Your video #1 woke
me up – Change my marketing tactics! (Next … what to do??)
Thanks! Ann M. Preus
Thanks for your note Ann! I went through that EXACT thing when I first started my business and I couldn’t figure out why it wasn’t working. Sometimes it’s helpful to have someone from the outside to help us take a step back. Love your field – with two young boys in school, we are excited about any tools that help them conquer match (goodness knows we outgrew my math schools back when they were in third grade). That said, I *would* agree that you need to look at your market – schools are tough and there isn’t as much money there so I’d look at other partners/JVs or ancillary markets (parents?) who you might be able to reach as well. It’s all about testing and measuring until you see what hits! Keep at it! 🙂
Pam:
I’m a customer experience consultant and I appreciate this story and the reminder to stay engaged after the sale and continue to nurture the relationship. Great advice!
Donna, I love your title – what a great business to be in! Appreciate the content…and that you are taking a stand for supporting customer experience. 🙂