Recently, I received an e-mail from one of my clients that made my day. It’s from Steve Hlabse of Wickliffe, Ohio.
I wanted to share this story with you about a recent experience and using what I learned at GROW! this past year. I got a call from someone in a new development that wanted us to quote him on the installation. The homeowner is a Croatian man in his 60s that, after speaking with him for about an hour at his home, was obviously very proud to be Croatian. He was working me pretty hard to squeeze some extras out of us, giving us the old “can’t you do any better” speech; I mean everything.
He agreed to hire us and I told him that I would personally meet with him again to go over the proposal so that if he had any questions, we could answer them on the spot. I also, reluctantly in my head, but openly to him, offered to not take a deposit until we were ready to get started. He was a bit hesitant, as we had never met before and we do not have the long list and history that some others have. He agreed and we started there yesterday.
After he initially signed the proposal, I immediately went back to the office, and wrote a handwritten note to thank him for choosing us. I went a little further by using a translation web site (or 10 to make sure I was correct), and I wrote “Thank You” in Croatian. When he came home from work yesterday, not only was he smiling from ear to ear because we were starting on his yard, but he offered me beer, homemade whiskey, and sandwich as well. After he found out that I don’t drink, he came out with a mason jar of peppers that he and his wife put together each year. It was like he was a new person.
Thanks for that tip about the handwritten note. I truly believe that it changed his perspective on us and it took less than 10 minutes for all of it. What a simple, easy touch.
P.S. The peppers were awesome!
Thanks, Steve. It’s always great to get feedback about the ideas we teach that work. As he mentioned, it didn’t take that much time and, I assume, not too much effort either, but look at the outcome. I’m also sure that he never dreamed that he would get that kind of reaction. Whatever we need to do to make our clients feel special and thus strengthen our working relationship with them, we should consider doing.
When I e-mailed and asked Steve if we could use his comments in this great idea, he sent me an update on the story:
My great idea this week is for you to go ahead and send out 5 handwritten thank you notes to clients and/or prospects.(that’s only 1/day). They don’t have to be fancy or complicated but they do have to be sincere. You don’t have to spend a lot of money on custom notes either. Then let me know how this works for you.
Now that you’ve heard one of the ideas that Steve picked up at the annual GROW! conference, why don’t you sign up today for GROW!2013 which will be in Nashville, Tennessee, from February 6-8! We’d love to see you there.