A SHOUT OUT FROM ARIZONA
You know how it is often said, “It is better in ___________” then fill in the town, city, state, or country you have heard this from. Just spending the last 19 years in SoCal I would love to have a dollar for every time I heard the phrase, “America’s Finest City.” It truly had some wonderful things to offer including fresh fish, wonderful downtown with beautiful scenic ocean scape, and the most temperate climate on earth. Just do a Google search on the words most temperate climate on earth, however and you will find the five top countries and 21 best cities who have the most temperate climates. Who can figure out which is best you might ask and what does this have to do with attracting the right prospects and generating more referrals? Thanks for asking!
We often do all the marketing leg work to attract the right prospects and generate more referrals then, once the prospect is in the door, we blow it with poor customer service. I experienced this first hand for the last 19 years with a local provider of Internet and television service. The company I am referring to uses all media systems to excess including the Internet, post, television, radio, telephone, and newsprint doing an excellent job of presenting their offer. Once inside their store the customer service goes down hill fast with long lines, poorly trained technicians in the field, and products that deliver spotty performance at best. In the area I lived they had a monopoly.
Imagine how refreshed I was when moving to an area where I now have the choice of many. As I interacted with some of the locals to my area I heard bad things about all, including my old provider. One new friend had recently changed from my old provider to Comcast. As fate would have it a flyer appeared on my kitchen counter from James Allen, 8251 N Cortaro Rd, Tucson, AZ 85743,520-240-1732, james_allen4@cable.comcast.com a Comcast provider. He is personally responsible for new accounts and goes door to door with his friendly flyer. As it turned out, my house was already wired for Comcast so I was able to self install, or so we thought. When it came to my television needs James delivered my terminal and remote without me having to pick it up.
As to the installation of the Internet, as you might imagine there was a problem. While doing the on line connection it was discovered that my two year old modem was too old for the higher speeds I request for my computer. (Boy, is it fast now.) The technician responsible for the installation told me there was a simple fix. Just go to our store seven point five miles away and buy a new modem for $40. Simple fix. I can do that. In 15 minutes I was in line waiting to make my purchase to be back on the phone with the technician in 30 minutes. As I waited in line, Mark Dirtadian, 8251 N Cortaro Rd, Tucson, AZ 85743, 520-744-5441, mark_dirtadian@cable.comcast.com, the store manager, greeted me asking, “How can we help you?” The store manager greets every incoming customer. He then explained nicely that they do not sell modems at that store. They only rent modems. Now imagine my blood pressure. For those of you who know me well I am sure there is a smile on your face or you are laughing out loud. As Mark calmed me down off the ceiling he explained that I could go across the street to Walmart and purchase a new modem for $79 plus tax. He explained to me exactly what I needed to purchase. Then he went beyond what he needed to do to make my customer experience exceptional. He personally promised to be there when I returned to then set up my modem without me needing to talk with another technician on the phone. Once returning to the Comcast store with the modem, Joshua, a technician behind the counter, recognized me while Mark was helping another customer. Joshua performed the service on the new modem. All I needed to do was connect my new modem then dial an 800 number which automatically did the installation of my new modem to the Internet. The 800 number recognized me as a customer doing the set up for me! Then this gets even better. The original technician called me back asking about the installation. When I reported that the automated message said that it could take up to two hours for the installation to be complete, her response was, “I will have it up and running for you in less than five minutes.” Yes, it was up running and flawless at speeds that are blowing me away! By the way I got another call from technical support making sure that my system was operating as I expected later that evening.
Finally, if you are in the Tucson/Marana Arizona area, look up James and Mike. Most importantly let’s all agree to provide this level of customer service in our businesses. When you see this level of service find away to recognize it by giving your own shout out for great customer service. Once this article is published, James and Mark will get printed copies!
Gerry Rose runs INTEGRITY Networking Solutions in Marana, AZ. He works with people in business who want to attract the right prospects and generate more referrals. More than 10,000 businesses have been presented the INTEGRITY Networking Solutions system in San Diego, Los Angeles, Riverside, Orange Counties, California and now he is also in Arizona.
Gerry’s stimulating presentation Unlimited Prospects, Unlimited Referrals is ideally suited for small business owners, home-based businesses, and independent professionals who want clearer direction and want to attract more prospects, develop dynamic systems, and strengthen their companies’ accountability. Gerry does one on one consulting, conducts a range of keynote speeches from thirty minutes to full-day education workshops. His book series, Unlimited Prospects, Unlimited Referrals, are available on the website, www.integritysd.com.
Gerry has more than 20 years’ experience directing business owners how to grow their businesses. He is a networking dynamo. Those who know him will assure you that he does a great job of bringing people together—which is why he started INTEGRITY.
Involved with networking organizations since 1984, Gerry is a Distinguished Toastmaster, a member of Toastmaster International, and has chaired numerous chambers of commerce and non-profit organizations.
Are you truly committed to attracting the right prospects and generating more referrals? If so then contact INTEGRITY Networking Solutions for availability and information. You can contact Gerry by mail at 5107 W. Wild Burro Spring Drive, Marana, AZ 85658. Direct dial (760) 439-4623; e-mail to gerry@integritysd.com. For more information, go to www.integritysd.com
