Don’t keep your customers waiting and wondering

May 28, 2014 By and    

An older man called the police to report that someone was breaking into his shed. The dispatcher explained that there weren’t any police cars in the area, but he would send one as soon as one became available. He advised him to lock his doors and stay in the house.

After hanging up, the old man counted to 30 and called the police again. He said, “I am the man that just called to report someone breaking into my shed. I just wanted to let you know that you don’t have to bother coming. I shot the guy and the dogs are starting to eat him.”

Within four minutes, three police cars and an ambulance came racing into his yard. The burglar was arrested on the spot. The police officer said to the old man, “I thought you said that you shot the guy.” To which he responded, “I thought you said that you couldn’t come right away.”

The old man knew how to get a response. How well do you respond when a customer has a need? Are you easy to do business with? Do your customers find it easy to pay a bill, reach you by phone or schedule a service call? Do some of your customers have to call back a second time because no one has returned their call? Your customers lead busy lives, just like we do. And when we make it easy for them to do business with us, we will have more business.

Ken Albrecht is president of Reliable Propane in Clarence Center, N.Y.

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