Archive for June, 2007

I’m interested in learning more about their product/service. They don’t give a phone number to call. They give a long form to fill out and tell me:

“One of our knowledgeable representatives will call within the next seven to ten business days.”

In this day and age, 7-10 days doesn’t cut it. I’m not driving my horse and buggy to work…this is the computer age - the age of fast service and quick response!

I was interested in their product/service…if 7-10 day response time is the way they operate…no thanks.

My client, Ron Goch, is a Sports Ticket Sales guru. Here’s a recent post from one of his blogs:

Our kids received a Ron Jon Surf Shop sticker when they visited the Cocoa Beach shop and this is what the back of the sticker states:

“Congratulations! You are now the proud owner of a Ron Jon Sticker. The coolest and most recognized sticker on the planet. The Ron Jon Sticker won’t make your car get better gas mileage but it will say something about who you are and how you live your life. So stick it on. Enjoy it! You’ve made the passage to the World’s Most Famous Surf Shop! Be sure to honk and give a friendly wave the next time you see someone with a Ron Jon Sticker on their car, RV, moped, motorcycle or riding lawnmower!”

The same type of message could be shared with your sports fans on the back of stickers you distribute to your season ticket holders and fans as they attend your sporting events.

Stickers are inexpensive and a great way to extend the visibility and awareness of your sports team.

Other uses for stickers can be thought of for your business…take a page out of Ron Jon’s playbook and make your stickers unique…memorable. Tell a story…people love a story and SHARE stories with their friends (that’s what Word of Mouth Marketing is all about…)

Ask yourself an honest question…

Are you (Is your business) Good, Great or Exceptional?

I’ve been thinking about this a lot lately…a lot of businesses are Good or maybe even Great, but few are Exceptional. (I agree with Tom Peters observations regarding customer service…one aspect of being Exceptional)

I think the difference between Good and Exceptional are the little things - Like:

• You follow through with what you said you were going to do.
• You return phone calls and e-mails promptly.
• You surprise them with a kind word or gestures.
• You send them ideas that you think will help their business improve.
• You make their problems your own and do everything you can to fix them.

It takes work and effort to be Exceptional, but it is worth the investment. Get in the mindset of being Exceptional everyday and reap the rewards of higher customer satisfaction and more word of mouth referrals.

In this busy world, companies that take the time to be Exceptional stand out.

Do you have examples of Exceptional service? Leave a comment…