Give to Get Marketing PowerTips Newsletter
Today's PowerTips Article:
The First 60-Seconds
Can Make or Break a Lifetime of Sales
by Joe Gracia
www.givetogetmarketing.com
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Hello {!firstname_fix}
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My wife, Maria and daughter, Amanda and I live in Watertown,
Wisconsin. It's a small rural town with the charm of
Mayberry.
This is a story of two small, competing jewelry stores in
our town. They are both located on our historic
main street in buildings from the mid to late 1800s.
From the outside there's nothing that distinguishes one from
the other. But once you get inside and begin to experience
the service, you instantly discover that one understands the
Give to Get philosophy, and the other -- does not.
When we first arrived in Watertown about five years ago, we
had to get Maria's engagement ring reappraised for insurance
purposes. So we promptly stopped by Jewelry Store A to ask
about an appraisal.
Keep in mind that the Watertown Main Street businesses have
experienced the same problems Main Street stores across the
country have. Walmart and the other big, high volume, low-
price chain stores have lured away the bulk of their past
customers.
You would think that those Main Street businesses that are
still struggling to survive would be acutely aware of how
important it is to treat every prospect and customer who
walks in their door as though they were visiting
dignitaries. Some do...some don't.
Jewelry Store A treated us like we were invisible
As Maria and I walked through the front door of Jewelry
Store A we could see the owner and his salesperson talking
at the back of the store. They looked up and saw us as we
walked in. They didn't say 'Hello,' or even acknowledge us.
We stood at the counter for a good five minutes while they
ignored us. Maria and I were already seething at their
rudeness.
Finally the salesperson walked over and asked how she could
help us. No smile. No 'How are you today?' Just an
indifferent, how dare you interrupt me, 'How can I help
you?'
We showed her the ring and explained that we needed an
appraisal. With that, she walked back to speak with the
owner.
Then it happened. He looked at us with an expression that
said, 'I'm too busy for this nonsense.' He then looked at
the salesperson and shook his head in exasperation. He then
spoke a few words to her, turned around and sat back down at
his desk.
The salesperson returned and said, 'Well...Mr. Big (not his
real name) says that he is 'very' busy. But if you'd like to
leave your ring here, he may be able to get to it in about
two or three weeks.'
Maria and I looked at each other in disbelief.
'I don't think so,' I said. 'Thanks anyway.'
We turned and walked out of Jewelry Store A. We have never
returned. And we have never forgotten the poor treatment we
received. And every time we drive or walk by their business,
I mentally shake my head at their marketing ignorance.
Jewelry Store B treated us like we were V.I.P.s
Luckily, Jewelry Store B was just a few stores away. So off
we went.
What a difference!
Before we even got through the front door we were greeted
with a big smile and hello by the salesperson. We explained
what we needed and with a smile she said, 'No problem. Let
me check to see how soon we can have it for you.'
A minute later the owner came from the back office, extended
his hand and introduced himself. When he learned that we
were new to the area he began to tell us a bit about the
area and the history of his family business. I'm a history
buff, and love to know about things like this.
I can't tell you how good they made us feel. They made us
feel like guests, not pests.
While he went to the back room to check his schedule, the
salesperson took Maria's ring and said, 'While you're
waiting let me clean your ring for you.'
Can you imagine? Most jewelry stores charge you $10 to clean
your ring. She offered to do it as a special 'welcome to the
community.'
While we waited, Maria and I had a chance to look around and
saw some very nice pieces on display. Her birthday was
coming up and she pointed out a few ear rings and necklaces
that she found appealing. Guess where I bought her birthday
present?
The owner returned and said he could have the appraisal by
Friday -- 3 days away. Wow!
The salesperson had finished cleaning Maria's ring and made
a special point of telling her how beautiful her ring was.
That gave them another 100 points.
We thanked them for their excellent service, they provided
us with a few business cards and a brochure and we were on
our way.
As I said, we have never returned to store A, and we never
will. However, we have returned often to Store B, and have
made substantial purchases over the past few years.
If anyone asks us for the name of a good jewelry store,
guess which one we refer? And you can bet we will also share
our bad experience about store A.
There's always room for improvement
Now, does this mean that Store B is a perfect marketer? No,
we all have room for improvement. For instance, Store B has
never followed up with us via direct mail or email even
though we are now good customers.
Sure they advertise in the local newspaper and Yellow Pages,
but they could be bringing back their regular customers more
often and for bigger purchases if they understood the power
of follow-up 'reminders.' They could guarantee that their
business goes to the top of our mental decision ladder any
time they choose. Especially for holidays and special
occasions.
But all in all, they are doing a great job. Within the first
60-seconds they made us feel important--like invited guests.
They gave us their time and attention without regard to
whether we would add to their bottom line or not. By doing
that they turned us into loyal customers. That's the way to
grow.
I hope the point of this Give to Get story stays with you
and becomes a permanent foundational philosophy of your
business. How you and your employees treat each new prospect
and past customer will almost always determine who they will
be buying from now and in the future.
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If you have any comments you'd like to share about this
article, just hit reply and send me an email.
Until next time, we wish you the very best marketing
success.
Joe Gracia
Give to Get Marketing
http://www.givetogetmarketing.com
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About the Author:
Copyright 2000-2008 Joe Gracia. All rights reserved.
Joe Gracia is small business marketing expert with over
30-years of hands-on experience. You can get hundreds of
marketing tips at his
www.givetogetmarketing.com web site, or
sign up for this Give to Get PowerTips Newsletter at
www.givetogetmarketing.com/free-ezine.html
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