I experienced some of the best customer service you can receive yesterday. I was turned away.
I had met with a web site designer to talk about redesigning and upgrading my websites. We discussed the shopping cart and site hosting services I currently use and need. We compared them to what his company offered, and he simply said, “Stick with what you’ve got. You’ve got a good system in place. We can’t improve on it.”
He didn’t belittle my current providers or try to sway me into signing up with his company. He provided good insights into possible new site designs; we discussed ways to integrate my current infrastructure with the new designs; but he eliminated the full-package deal from the conversation. He provided honest guidance on integration, efficiency, and cost-savings.
The experience made such an impact because he made it easy for me to understand what his company’s strengths and limitations were. He didn’t try to over-sell his company’s capabilities. He didn’t try to sell me something that wasn’t right for my company. He made it easy for me to make good decisions. He listened to what I needed, wanted, and identified the best mix of services to meet my company’s needs – not his. He was willing to forego a sale to ensure my company got what it really needed.
Because of his service, he didn’t make a full-package sale. However, he did earn my respect. Because of that, he’ll get my business in the future, and he’ll get my referrals. He turned me away, but I’ll turn people on to him.
Copyright MMIII – Liz Weber, CMC, CSP – Weber Business Services, LLC – www.WBSLLC.com +1.717.597.8890
Liz supports clients with strategic and succession planning, as well as leadership training and executive coaching. Learn more about Liz on LinkedIn!