Take up the baton, and seal the deal!

27 02 2015

“The aim of marketing is to understand the customer so well the product or service fits him and sells itself.” ~Peter Drucker

Our marketing team does a great job driving customers to our service delivery folks.  They reach customers via internet, collateral, media, yellow pages and various other channels.  They start the user experience, setting expectations, giving a sneak peek at what we’re all about, and set us up for success.

That user experience, though, will only finish positively if we take this hand-off, and deliver world-class service.  We’ve all been drawn into a shop, car lot, or other retail space by the shiny toy in the window, or on the lot.  Marketing has done their job at that time.  However, if the salesman doesn’t come over and ask us how we’re doing in a reasonable amount of time, we lose interest and walk away disgusted with what started out as a saleable experience.  If the salesperson is rude, or tries to sell us something that we’re not interested in (bait & switch), we’re turned off and leave.  Let’s make sure that we continue to grab that “baton” from marketing and finish the relay race in a positive manner.  The easiest way to do this, to me, is to treat that customer like a beloved family member.  Give them advice, tough love, respect, and make sure that we’ve served them well.  That’s a recipe for success from marketing through service delivery.

Speaking of Marketing…


Rubes cartoons used with permission. www.rubescartoons.com




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