Way back in October 06 I wrote my second post "Time to get an edge" how responding - as a business - quickly to any enquiry can give you the edge over competitors.
Now, yesterday we mailed our monthly Wood You Like Newsletter among other items announcing the opening of our online shop (more on that later). Low and behold, 3 hours later I receive an email from one of our readers with an enquiry about maintenance products - another item mentioned in our newsletter.
To cut a long story short: the question we ask when an online order is placed (yes, first one in!) "What was your reason for buying from us?" was answered as follows:
"You responded quickly to my email"
If that isn't getting an edge I wouldn't know what is ;-)
Karin, great point. What you offer, aside from top quality products, is GREAT SERVICE. You care about your customers.
You have a winning formula. It will be interesting to see how you work in the consulting that also seems to be emerging for you.
All the best...
Stuart Baker
www.consciouscooperation.com
Posted by: Stuart Baker | July 26, 2007 at 12:37 PM
Hi Stuart
"It will be interesting to see how you work in the consulting"
Now how did you know my thoughts were going that way indeed? And I don't mean just the blog-workshop.
;-)
Karin H.
Posted by: Karin H. | July 26, 2007 at 12:41 PM
That direction for you has been broadcasting for me.
Gotcha.
All the best,
Stuart
Posted by: Stuart Baker | July 27, 2007 at 01:48 PM
That's a comforting thought, Stuart. Thank you for 'picking-up' signals perhaps even earlier than I ;-)
Karin H.
Posted by: Karin H. | July 27, 2007 at 02:03 PM
I'm going to admit that I'm guilty of this whenever I don't have a strong preference for a service provider. Haircuts, dentist offices, eye doctor, horse-riding lessons, German classes... I've jumped for the first-responder many times.
And the interesting thing is, for many of those, going with the first responder has led to a long and profitable (well, expensive for me) customer relationship. They got my attention by being first to respond, and then earned my loyalty by wowing me with their quality.
Posted by: Katie Konrath | July 30, 2007 at 07:02 PM
Hi Katie
It's not a 'fresh' idea, but as Liz Strauss would say: IST - It's So Tiny.
So tiny thing to do replying quickly, but the effect is tremendous, as you yourself discovered.
'Cause the other side of the coin is: if they - which ever businesses - can't be bothered to respond quickly or efficiently to my request, queries or question, how will their other services/products be?
And we love to 'wow' our prospects ;-)
Karin H.
Posted by: Karin H. | July 31, 2007 at 09:33 AM