Do It Right – They’ll Come Back and Bring Their Friends

August 20, 2009
Advertisement

No matter what business you are involved in, one basic truth is paramount. Your personal standards of excellence must top the list of your priorities. If you want to guarantee allegiance from your customers you have to stand behind your service and be proud to tell them your reasons. You must always determine what is right ? not who is right. The difference between the truly successful business and the average business is that the successful business leaders live, breathe and preach quality. The average business leaders only pay lip service to it.

We all know the supplier who arrives at the door with a product he stands behind ? and is proud to tell you the reasons why. Think of the last one of these salespersons who took the time to convince you to try the new product. Try to remember sales rep that, without an appointment, dropped off a few samples and left.

Now put your business under the microscope. Are you seen as the hit-and-run salesman or the one with the stick-to-it dedicated attitude? A dedicated funeral home personifies company policy and, by inference, convinces the public that service will be top notch. There are companies that have built a reputation on the credibility of their staff and the quality of their service ? as much as the product they sell.

Advertisement

Even if we haven’t been, I’m sure we all know the reputation Disneyland has for the quality of the experience of a visit there. The key ingredient is the attitude of the founder, the late Walt Disney himself. This man lived and breathed this attitude and accepted nothing less from his employees. You can do this for your business. All you need to do is focus on the reasons you serve your public and remember that without them, you are nothing. You need to demonstrate that you are ready to back up your words with action and tend to the little details as though they were major issues.

I quote from Ron Rosenberg?s recent blog ?Service by the Slice?

?Imagine our complete surprise when the manager came over with a grin on his face and set down a plate with another hot slice of mushroom pizza! ?On the house!? he said. If customer loyalty is built by establishing patterns of exceptional service, then this guy had the right idea. He had no idea ? and yet he did the right thing when a problem arose and went beyond what was appropriate to ensure a great experience.?

The manager of the Pizza Place had it right. He tended to the little details like they were major issues. Not only did he impress the Rosenbergs, but he has been quoted and canonized on this site as an example of ?Doing it Right?.

The result is this – standards and procedures are established allowing employees to know exactly what is expected of them in every situation, particularly in an interaction with a customer. Delighted customers come back with their friends.

I, for one, want to get the name of that Pizza Place in Boston. It will be my first stop in that city and you can bet your bottom dollar that I will tell them why I came.

Do people want to switch to your establishment? Are you doing it right?

CDFuneralNews

CDFuneralNews

ConnectingDirectors.com is the leading online daily publication for funeral professionals with a reader base of over 45,000 of the most elite and forward-thinking professionals in the profession. With ConnectingDirectors.com we have created a global community through an online platform allowing funeral professionals to Stay Current. Stay Informed and Stay Elite.
CDFuneralNews
Advertisement

You may be interested

IS FACEBOOK NOW PAY-TO-PLAY? | DISRUPTu! 038
DISRUPTu
33 views
DISRUPTu
33 views

IS FACEBOOK NOW PAY-TO-PLAY? | DISRUPTu! 038

CDFuneralNews - February 5, 2018

Are you ready to fight...!? Ready to FIGHT those recent Facebook Newsfeed changes?! You're in luck with this week's brand…

Homesteaders Recognizes Account Executives for Outstanding Achievement
Funeral Industry Press Releases
69 views
Funeral Industry Press Releases
69 views

Homesteaders Recognizes Account Executives for Outstanding Achievement

CDFuneralNews - February 5, 2018

West Des Moines, Iowa — Homesteaders Life Company, a national leader in pre-need funeral funding, held its national sales meeting and recognition…

We are Building Something Exciting for You… and We Need Your Help!
News
186 views
News
186 views

We are Building Something Exciting for You… and We Need Your Help!

Justin Crowe - January 31, 2018

We want to make your deathcare job easier. Tell us what you want in this 2-minute survey and get entered to win $100! The Connecting Directors and Disrupt Media teams are excited to be planning some new free funeral home marketing content and products for you in 2018 and we want to know what you need most! We want to know your biggest business wins of 2017, the tasks in your day that you hate, and what you feel is holding you back!

Comments