About This Program
Service (SCS) is the one, major factor that elevates the independent dealer above
all the competitors. It is, in many cases, the one and only reason that the
consumer frequents your business. The "BIG BOYS" know that customer
service is important, and they are starting to make inroads in this area. If you
donít believe me, go into a Sears Hardware
store. First, someone will greet you
at the door. Then, as you browse the aisles, you will almost certainly be
asked by a sales associate, at least two or three times, how they can help. As you
check out, you will surely be asked if you found everything you were looking for.
Greeting shoppers at the door, by the sales people, is a condition of employment.
Sears knows something you need to know. A customer that is
greeted as they enter, will spend at least 20% more time in the store, and will likely spend 20-30% more money.
I know - It's busy, the service department is
backed up three weeks, and you are going nuts. A customer comes in the front
door, and you just donít have time to answer her "million" questions.
Well, if you canít find a way to spend time in the showroom, you are throwing
away a lot of profits.
This is where I can help.
I have experienced this
I have found solutions.
SCS applies to the service and parts areas as well.
I have developed methods to make sure that you always exceed the customerís
expectations for service and parts availability and delivery.
The goal of
the service department of a local home and garden center was that "only"
25% of their repairs came back for redo - ONLY 25%!
What is your acceptable "failure rate"? Do track it: by technician, by
brand, by type of repair? When you tell customer that the special part ordered
will be next Tuesday, is there a chance it wonít be, even ordered by then?
many times do you have to tell the customer that the part isnít in yet, or
is on backorder? How many parts sales have you lost, because you donít
the part, or are out of it?
I have developed ways to improve your margins in the
showroom, parts department, and service area and provide SCS. I can help, by
providing a number of services. I will tailor these to your business and work
with you and your staff to maximize the effectiveness of your strengths.
me, and we will discuss ways that I can help. This help may be eligible
assistance from your suppliers.
If you are providing Superior
Customer Service, you are well on the way to keeping those valuable
customers for life. I donít believe there are many customers who will
elsewhere for products or services, if you give them superior service. I am sure
that you have heard the comparison of what it costs to gain a new customer
versus keeping an "old" one. Advertising is expensive,
and you need to
manage those dollars slated for advertising wisely.
I decided that, in order to understand the equipment
and services needs of the Lawn Maintenance Professional, it was best to go to work for our
area's best. This company provides such SCS that they have never spent a dime on advertising. In fact, the owner turns down a significant amount of work every
month. He has instilled a tradition of SCS in his workers, to the point that he very
seldom needs to double-check their work. Some of his customers have been with
him for twenty years.
During my years in the OPE business,
I sold many of
our customers two mowers. Those were Toro or Honda mowers, and they last along
time. Hence, these customers were "Customers for Life".
I would like to share my formula for keeping
Customers for Life.
I am sure that I can make your advertising dollars go further. When you advertise a new product, you wonít have sell your business, because
your customers already trust and count on you and your staff. I can show you
ways to keep your customers from even looking at the ads of the BIG BOYS,
your other competitors. The tips you will learn will work
- whether you a
shop, or have multiple stores
In The Service Department
In The Parts Department
Increased Profits In the Showroom
Measure Technician Development
Attracting And Keeping The Lawn
About Our Company