E-News - Three Things a Happy Customer Can Do
Three Things a Happy Customer Can Do
1. pleased, satisfied, and content.
1. Happy Customers are more likely to come back to you for decades to come.
The other day, I was in a store and ran into one of the first fifty customers I’d ever had in business. “Greg,” he said, “we sold our home and moved into an assisted-living home last year, but up until then, we had two McAfee systems and service every year.” Wow! What great customers! When I figured up the monetary worth of such loyalty, I estimated it to be close to $22,000. Wouldn’t we all like to have a few thousand or more of customers like these? How did we keep them as customers for twenty-four years? Simple… We kept them happy!
2. Happy Customers are more likely to pay more for good service and a good reputation.
A card addressed to me read, “Thank you for the new McAfee system. Although we knew you would not be the lowest price, we chose you because of all the work you do for children in our community, and we feel we can trust you. We are very pleased with our decision and will tell others about you.”
3. Happy Customers are more likely to write a good review about you and share positive word-of-mouth.
Walt Disney once said, “Do what you do so well that people can’t resist telling others about you.” Positive reviews and word-of-mouth are the best free advertising you can get. For instance, take this real customer review we received, which speaks volumes more than any brochure ever could:
“We woke up on the morning of Jan 22 to a forty-six-degree house. Our furnace went out. We've had this unit for a long time, and it began to need repairs more and more often. We called McAfee, and they responded promptly. After reviewing what would be needed to repair the unit, we decided to have it replaced, along with the air conditioner. The installers, Kip and Kevin, arrived at seven thirty am on January 23 and worked all day to complete the install and return heat to our home…The workmanship is superb. The installers showed my wife how to operate the equipment after installation. They were extremely conscientious and did a superb job installing the equipment and evening the airflow in my home. I recommend McAfee to anyone requiring service or installation.”
As you can see, happy customers are worth a lot, and it’s your job to keep them happy!
HVAC Business Consultant