|You're Known by the Company You Keep|
|By Laurie Barkman | June 19 2013 (0 Comments)|
Fairly or unfairly, people form opinions about us based on who we choose to associate with.
This also holds true from a business perspective. Last year, my husband and I sold our home and moved into a condo. I absolutely love loft warehouse condos with their high ceilings and exposed brick walls. My husband ... not so much! So we compromised. We found a wonderful condo, still within walking distance of all the many amenities downtown Winnipeg has to offer, and we decided to add a stone feature wall.
The company we bought the stone from partners with local contractors for install jobs. The store did everything right. The sales person on the floor was friendly, helpful and knowledgeable, answering all of our questions. She arranged for the installer to come by for the initial measure and she provided the quote within the promised time frame. She then made several call and emails on our behalf when the installer was too busy for a five minute phone call to coordinate an install date. It took almost a month for the contractor to call and arrange an install date, never mind actually getting the stone on the wall.
Eventually we are going to upgrade the countertops in the two bathrooms and the kitchen and replace the tile backsplash in the kitchen. When we do, we will go elsewhere. That store lost a return visitor, not because they did anything wrong, but because they associated their business with a contractor that is not as committed to providing high levels of customer service as they are.
Partnering with other companies that provide complimentary services is a wonderful idea. It streamlines the process for your customers. Many hotels, restaurants and attractions partner to create travel or vacation packages. With just one transaction, the customer receives accommodation and perhaps entrance passes to local attractions, meal vouchers at nearby restaurants and coupons for retail outlets.
Before making the commitment to tie your company's reputation with another company through a travel or vacation package, consider the following:
Packages are time-savers appreciated by time-starved customers. Absolutely look for ways to partner with other businesses, but when you do, be sure that your partners are as committed to providing an excellent product and an excellent customer service experience as you are. Remember, if they fall down on the job, it reflects on you as well.
For more information on creating positive customer service experiences, visit www.servicedge.ca/.
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|Tags: Laurie | Barkman|
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