TGIM!  Thank God It’s Monday!

Mediocrity will always try to drag excellence down to its level. Don’t trade your pursuit of excellence for their lack of desire.

Tip of the week:

3 things customers want

(works for both long term customers working with changes in process, people, or products and new customers)

1. Make it simple-clear for me

Most people don’t care or know about “our lingo.”  They don’t know what a ranch stop is or nylon carpett or soft-closed dove tailed drawers or clad exterior.  They don’t know when your vendor comes in.  And they don’t care.  Make it simple for them.

2.Coach me through the process

I am scared to death of spending this money.  I am stressed out about the time it is taking.  I have no clue how this is going to work.  How long will it take to get the drawings back?  What is the next step after that?

When you arrive at my house for delivery do I have to help?  Do I have to be home?  When will you arrive?

Why can’t I get credit on a special order return instantly?  I don’t understand why their is a re-stock on some items but not others.

I am a new contractor to you.  I have never seen your billing.  I only know what I am used to.

Coach all customer through the process.  It sets the correct expectations, easing fears, eases stress and makes raving fans!


3.Give me confidence I’m making the right decision.

These lines will help you ease a customer’s fear:

“Hey, you know if something goes wrong, you can always call me.”

“We have been doing this a long time.  You can trust us.”

“I will be reaching out to you right after it’s installed to check on progress.”

Ask questions.

Are you comfortable if I deliver it there?

Does everything look ok to you?

What else can I help to ease this transition?



– Joel Fleischman.  Joel is Head Coach of the solution providers for Drexel Building Supply.  (drexelteam).   You can follow him on twitter:  @JoelmFleischman.  He has provided solutions for builders and their clients since 1996 and a whole bunch of other stuff that you probably don’t care about.