This week’s Great Idea comes from my friend and client Darinda Reis, who owns and operates a Funeral Home in Dayton, Ohio. She is a smart lady who has been working hard to improve her business. I have been admittedly challenged with trying to find ways to help her market her Funeral Home. So while I’ve got your attention, if you have some suggestions on how to market a Funeral Home, post them in the comments! Here was her response to my Great Idea about the power of a compliment and one a few months ago about customer service:
Hi, Marty!â€¨I read your Great Idea for 1/25 regarding compliments. I am guilty of not sharing my appreciation sometimes and it is a goal to work on that. As I read your thoughts, I was reminded of something you shared as a Great Idea story, at least a few months ago, maybe longer. In that message, you shared how Lisa (Marty’s wife) received an email from a fellow teacher “warning” about terrible customer service from a local restaurant. This email went out to all of the staff at the school and who knows how many others letting them know how the business made a mistake and, then, missed the opportunity to make things right with the customer. The email, not only conveyed the mistake, but also the arrogance and rude attitude of the management to numerous customers and potential customers. The passion of the writer was more than apparent and would be a motivator for me. (I must admit I am curious as to the name of restaurant.)
I can’t help but wonder how many times I have missed the opportunity to send a message to countless others in an urgent fashion, the way the teacher did, sharing my experience with great customer service. I am embarrassed to think about how I might have helped another business attract more customers without the business spending a dime. In addition, a message sent might make a difference in the attitude and actions of the business to validate their actions. Shouldn’t I be as passionate about excellent customer service as I am about poor service? Nothing helps us more, as business owners, than positive comments conveyed to others from satisfied customers.â€¨Having said that, thank you again for taking an interest in me and my business. Thank you for your thoughts and suggestions. I do appreciate you. Perhaps you might motivate others to take the time to send an email or memo about a positive experience with a business.
Darinda….what you said there is so well put. We all do need to try and spend some time compliments those who do a good job.
Talk to you next week. And if you have an idea for Darinda, please post it below!