When Was The Last Time You Used “Great Customer Service” and “Cell Phone Company” In The Same Sentence?

I never had, until last Sunday, when the battery on my phone wouldn’t take a charge. The phone was 16 months old, and that is about when batteries go. I stopped in at the local store, where I had purchased the phone, and asked about a replacement battery.

Read on, my friends, to understand the miracle that took place.

My cell carrier is Verizon, and the store is an independent company selling Verizon products and cell lines. I walked through the door and a lady named Jessica immediately walked up to me, with a huge smile, and asked if she could help me. I told her the sad story of my near-death battery and she instantly said she would take care of it. A new battery was about $30, which I was prepared to pay.

Jessica would not take my money. She said she would look into my plans and see if she could get me a new phone. I felt like this would be a waste, but I politely listened. Shazzam! Two minutes later she said that under my contract I could get a new, upgraded, phone for free. And then Jessica dropped the atomic bomb. My new monthly rate would be $20 less! Of course, I heard her wrong. Nope, she said, it would be $20 less expensive.

In ten minutes, I walked out with a new phone, fully set up with my contacts and pictures, saving $30 on the battery I didn’t buy and $240 a year on my plan charges. Jessica had my best interest at heart, and that has now made me a very loyal customer.

Can this work for a glass company? Sure thing. A customer calls you about a fogged insulating glass unit that is 15 years old. You can replace the unit as is, but if you talk about low-E glass and the benefits, you can get an upgraded sale. When you visit the house to do the measure, you see that their frames are lousy. Maybe you get them to buy new windows and really have an energy advantage.

Learn the cost savings that low-E can offer the homeowner. Get this info on line from the glass floater, or work with your fabricator to gain this knowledge. If your fabricator doesn’t want to help you here, get a new fabricator.

A smile, a greeting, a suggestion and then facts to back up the suggestion. You gain a happy customer, make a few extra nickels and go on to the next job. Isn’t life wonderful?

Happy Groundhog Day!

While not as important as the Fourth of July, this date gives us Northerners hope for a mild six weeks to come. While thinking about this real tradition, Ben Franklin’s Poor Richard’s Almanac came to mind. You know his famous quotes. I reread this great series of magazines looking for advice from the year 1753 that will work in a glass company today.

  • The early bird catches the worm.
  • A stich in time saves nine.
  • There are no gains without pains. (Yes, he wrote this in 1753)
  • Diligence is the Mother of good luck.
  • Plough deep while sluggards sleep and you shall have corn to sell and keep.
  • One today is worth two tomorrows.
  • Keep thy shop and thy shop will keep you.
  • Not to oversee workmen is to leave them your purse open.
  • If you were a servant, would you not be ashamed that a good master should catch you idle? Then if you are your own master be ashamed to catch yourself idle.
  • Lost time is never found again
  • Love your enemies for they tell you your faults.
  • Women and wine, game and deceit make the wealth small and the wants great.
  • Fools make feasts and wise men eat them.
  • To be humble to superiors is duty, to equals courtesy, to inferiors nobleness.
  • He that lives on hope will die fasting.
  • The noblest question in the world is what good may I do in it.
  • Having been poor is no shame; but being ashamed of it is.
  • A lie stands on one leg, truth on two.
  • A long life may not be good enough, but a good life is long enough.
  • As pride increases fortune declines.
  • Being ignorant is not so much a shame as being unwilling to learn.
  • Better to slip with foot than tongue.
  • Beware of little expenses, a small leak will sink a great ship.
  • Don’t throw stones at your neighbor if your own windows are glass.
  • Early to bed and early to rise makes a man healthy, wealthy and wise.
  • He that cannot obey cannot command.
  • Good sense is thing all need, few have, none think they want.

You can interpret these proverbs to fit your business and lifestyle.  Just think, 263 years ago a very wise man can be helping your business today.  I’m currently working with his agent to have Mr. Franklin join my consulting group.