How One Simple Phone Call Will Improve Your Sales, Profits and Company Morale

Sure is a lot for a phone call.

Is it a call to the magic hot line that will give you the winning lottery numbers?


Is it a call to the President’s private cell phone where you can get his advice on a business question?

Are you kidding? No.

I’ve got it! Is it a call to your customers asking if the work done by your company met their goals, or hopefully exceeded them?

YES! Yes, it is.

The day after an installation is complete, either you or an assistant call each customer and ask the question. No exceptions. Learn what went well and where improvements can be made. You will learn a ton from this. Praise the teams that get good responses and teach the teams that need improvements.

Here is the key, for the customers who praise you, ask them to write you a short note or drop an email. When they do, prominently place these notes throughout the company and your website. There is no better advertising than positive customer statements. Be sure to ask permission before you place the letter on the web; maybe you will have to block out their address or such if it is on the letter. Ask your customer if they could recommend a friend who might need the type of work you do… built in solid leads come with this. This is true whether you do commercial or residential work.

Most of your customers will be pleased with your work, otherwise you won’t be in business long anyway.

Good luck. If you do this, and your business doubles in two years, just call me and ask where to send the check. And be generous!

I’m Back!

Yes, the Docs have taken good care of me; the chemotherapy is going well, and my sarcasm quotient has been raised by the extra reading time I have. Here is a good one about how to price a product.

Spirit Airlines is a low-cost airline. This also translates to low-service, according to people I know who have flown on Spirit. But Spirit sure is smart when it comes to pricing their tickets for the upcoming heavy travel season. Read on for your daily dose of “How do they get away with this?”

Basic ticket price—whatever that is, based on where you are going;

First piece of luggage—if you pay when you make the initial reservation: $30;

First piece of luggage—if you pay before you check in at the airport: $35;

First piece of luggage—if you pay at the electronic ticket check in station: $40;

First piece of luggage—if you pay and check in with a real person: $50;

And the back-breaker:

If you fly during the holiday season—add $2 to your fare for a holiday surcharge.

So, you decide not to check your bag, but take it as a carry on.  Well, the heck with you, it’s $35 for a carry on when you make your reservation, $45 at check in and $60 if your bag doesn’t fit and has to be checked at the airplane gate! Someone told me that this airline charges for your air mask if the plane depressurizes! That’s just a joke, but do you want your customers joking about you? 

And then there is Southwest, which doesn’t have any screwball things like these charges for the first or second bag.  Southwest is profitable and their folks tell jokes, smile, and go out of their way to help. Southwest has a market value of about $30 billion. Spirit’s market value is $2.4 billion.

None of us are this size, or cater to hundreds of thousands of customers, but the parable is the same. Take care of your customers, fairly and with high quality service, and you will be rewarded in the long-run.