Let’s consider this. You call up your advisor and he immediately asks how was your wife’s birthday. He knows the names of your children. He knows your birthday- and may even know your anniversary. (Damn. He won’t tell his wife that- he can’t even remember that date.) He listens to your story, asks a few questions, and provides some recommendations. He asks if you want him to call you back in a week or two to follow up- or would you like some assistance in this effort. An eMail arrives within a day summarizing this call.
Or, you call you up your accountant. He listens to your story, asks a few questions, and provides his advice. He follows it up with a note to insure you know what the plan is (and what he did).
Which of these two advisors will you be recommending to others? I bet it’s the first. He shows you he really cares.
Even if he doesn’t. What he probably has is a great customer relationship manager system (CRM) to make sure he has the information he wants and needs at his fingertips. That system can be an expensive program or a simple modification to Outlook, the ubiquitous eMail, calendaring, task management system that is part and parcel of Office.
And, it’s what you need to have. as well. In today’s market, we can distinguish ourselves by the personal contact and emotions we extend. Now, this seems obvious (even if not routinely effected) for lawyers, accountants, and business advisors. But, our company even does this with our product and process design clients around the world.
We know we provide great results. (No, I’m not being pompous, we truly do.) We challenge each other in mock situations at least four times a year, which also serves as staff development sessions. But, we know we need to provide that little bit extra, to make sure our clients are not only satisfied, but stupefied by our concerns and efforts. We want them to recommend us to others, so we can grow our business organically.
We also recommend our clients to others, when folks ask. Graphic designer? Handyman? Physician? Service mechanic? Yup, we have a list- and we can even tell a little about them, too. And, we use those same folks for our corporate and personal needs.
It’s what insures that our little bit extra is never lost in the ordinary- but recognized as extraordinary…
If you want a CRM for your use, ask us for recommendations. We can help you find and use one off-the-shelf or customize an application for your specific needs.
You know, this is something I try to do in personal life as well as professional. I love match making (as in connecting people with skill with other people with a skill they need, not the love matching making OY that is the worst thing ever.) I love making the human connection with people, and feeling it returned. Personally and professionally I think it creates a wonderful loyalty. Thank you for the post, Roy!
Thanks for reading and adding to the discussion, Lisa.
You’re right- it helps everyone involved in the “equation”…
Roy
Excellent points Roy, excellent. And a CRM tool is such a wonderful way to keep track of all that flotsam and jetsam that helps us remember those important bits. Thanks for sharing!
You said it well and succinctly!
Excellent advice Roy. I believe I may be looking for something like this in my new role 🙂
Janine Ripper recently posted..The revolution that will save the world is ultimately a personal one
You’ll be amazed how much better it helps you keep on top of things, Janine!
Roy
Roy,
We often take the most simple and straight forward business practices for granted.
At the end of the day we are all human beings who wanted to be treated as such.
Extraordinary advice!
James
I agree, James…
It takes but a moment to recognize another- and the returns, to quote MasterCard…. priceless….
I agree that it is a wonderful benefit for a small business to provide personalized service. It lets people know that the business rep has taken time to do his homework and he cares about the customer.
It does not take very long to tell if a business rep is sincere in his/her caring and concern. Does he give you the TIME you need? Is he a good listener? How does he look at you? I guess the bottom line is that common courtesy and consideration will always give you an advantage with other people.
Janette Fuller recently posted..Kindle Books For Kids: My Daddy’s Cool Car Collection
Your second paragraph is the key point, Janette! Thanks for making that clear…
Roy
If I ever get to make business in the US, I would definitely ask for your advice, Roy. Not only because of the trust, but also because you recognize the direction towards business relationships are heading in the near future.
Gustavo| Frugal Science recently posted..The little things.
Gustavo:
There is no higher praise than what you just offered. I am honored…
Roy
From what the customers are saying:
The burger joint I sometimes order from always knows me by my first name (though pronounces it all wrong!), asks me whether I am eating alone or am having my friend over (knows the name of some of my friends), knows my most preferred choices (not only for burgers, but also for desserts, salads and the side menus!) and yes, always sends a birthday card right on the spot! This may be either of the two – Maybe I order too many burgers; or they just have the most amazing customer service of all times.
So yes, I have a soft spot for them; and maybe I always will!
Hajra recently posted..Write the Stress Away
Glad you made the point clearer, Hajra…
Thanks.
A little personal touch, even done virtually, can go a long way.
Absolutely, PeggyLee!
Now I agree about CRM but do I see you recommending that you have a CRM that you have developed for sale? Just want to clarity as a friend of mine has also developed one so I may have a slight conflict as I am committed to supporting my friends.
A good relational database that manages details is so important to business and yet I still find myself not using the tools I have as fully as I did in the corporate world where all staff used the best system we could find at the time.
Roberta recently posted..7 Questions to Measure Your Business
No, Roberta. We want YOU to have a CRM. If you can’t find one you like, we can customize one for your needs- but, we really have no logs in this fire.
Loved your second paragraph, too…
Roy
I shared this is my boss. I’m sure he does this. He’s that kind of person.
Ann recently posted..Business Blogging—Proof that You Still Exist
Glad to hear that, Ann.
I guess I was preaching to the choir…
Roy
This is a great post Roy. Many people believe that going the extra mile is just another unnecessary step to take but I bet those same people still struggle in their businesses and personal lives.
Love how you shared different perspectives to get this message out. Great read and great reminder about building relationships.
Thanks,
Cindy
Cindy Murphy recently posted..Learn About The 7 Hottest Social Media Business Trends
There is no extra mile, Cindy. It’s how we want to be treated- which means we must treat others that way!
Roy
Sometimes it seems this kind of service is a lost art. What a great idea for this boomer brain of mine. I remember (sorta) when I could remember all those details without the aid of a CRM tool. 🙂 I promise not to start singing Memories.
Cathy Miller recently posted..Health Care Tuesday Calculates Employer-Sponsored Health Insurance
At least promise me you sing better than those running to get the nomination… off key is even worse!
Thanks for the comments, Cathy!
I would like to think I do a lot of things better than those running to get the nomination. 😀
Cathy Miller recently posted..Removing the Duh From Business Writing
Telling you that you do would not truly be praise. The bar set is way too low!
In today’s rush hour traffic kind of way, taking time to notice the details and speak to clients or potential clients so they feel visible and valuable is an art form. It is worth the extra time to connect and it is the place from which trust and rapport are born.
Tambre Leighn/coaching by tambre recently posted..Dreams Into DREAMBEANIES ~ Part 1
I always figured that rush hour traffic meant we were moving nowhere- giving us more time to view the environment, Tambre 🙂
I don’t doubt at all Roy that you and your company provide the very best. I like how you have the ‘mock situations’ which is a great way to always find ways to improve.
Building that raving fan is still so very important even in today’s social business world. Your advice is about keeping information on your clients and customers are very helpful. That personal touch whether in person or virtually is going to be key in building a highly successful business.
Lynn Brown recently posted..Establish Your Business Presence Using Linkedin Groups
Your second paragraph is the key, Lynn! That’s what every business needs to have as its focus.
Thanks for honing in on that facet.
Roy
Hi to every body, it’s my first pay a quick visit of this website; this weblog carries awesome and really good stuff for readers.
Thanks, so much, Millard, for those kind words. Look forward to your return visit.
Roy
I would be honored if you quoted a few of my articles.
Roy