Do you put your client first?
The story unfolded today as I took in details of a strong relationship with a contractor and his client, Ken. Originally a prospect, Ken was quickly impressed by the Contractor’s forthrightness. The sale was made. The contractor and his men did outstanding work remodeling Ken’s new home and all was fine until…
One day, Ken heard a loud crash and thought someone had run into his car. Instead, he soon found a large chunk of ceiling crashed to the tile floor downstairs and the ceiling upstairs was leaking. The roofer had originally indicated the roof would last 8 years. The same roofer was called in to put in a patch, but the next storm brought a continual drip.
Luckily, another contractor and now new friend moved in across the street from Ken. He did research on roofers in the area, because he also needs a new roof. His advice appeared to be impeccable. Meanwhile the first contractor was insistent that Ken use the first roofer, and added, “most likely he will be far more cost-effective”.
After getting over my astonishment, my response was,
“Why would you even entertain the possibility? It’s a waste of time. No matter how cheap he may be in comparison, the quality of the work is far more important. What if you beautiful furniture or hardwood floors had been ruined? You were lucky this time. Why not ensure a quality roof with the 15 year guarantee the second party is willing to provide?”
The other predicament is Ken retired two years ago. Had he been truthfully told the house he was about to purchase needed a new roof, the cost would have been included in the mortgage. Given the mortgage and banking dilemma today, Ken needs to pull the money out of his savings. The situation is a double whammy.
Furthermore, Ken is now annoyed with the guilt trip the contractor is trying to put on him. Where did “relationship building” and “customer first” policies go? What kind of marketing message does this send?
Do you believe Ken will continue to recommend this contractor or will he begin to recommend the new neighbor across the street?
In order to build a returning and referring clientele, you must put your clients first. This requires leadership skills at their best. It is the only way you can build business effectively and always enjoy a Smooth Sale!
