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NEWSLETTERS
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Lindemann Chimney Supply sells wholesale only to the chimney and hearth industry.
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 12/1/2004
Proving You Care
More companies fail than succeed in business, the ones that succeed are the ones that prove they really care. You can say all the fancy catch phrases or even quote from NFPA 211, but your dedication to service will not come to life until you prove to your customers that you really care about them.
Customers want to feel that you have a legitimate concern for their well being. Many companies lavish attention upon their customers, but few excel at caring.
For example, two competing companies bid a furnace flue relining at the same residence. Both companies are selling the same material at a similar price. Both salesmen have relatively the same sales pitch and product literature. The company that gets the job is the one that sends the guy that just seems to care a little more. He takes his jacket off while in the house so it doesn’t seem as if he is on his way to the next job. He stays until he has a definite solution, and all questions and concerns are addressed. He assures the homeowner that when the job is done he will be there to make sure everything goes smoothly.
In order to rise above the rest, be genuinely committed to providing customer service excellence better than anyone else in the industry. Do all you must to instill in employees who meet your customers a deep appreciation of the value of service. Be certain that your passion for customer service runs rampant throughout the company, not just at the top. Share information with people on the front line. Be sure everyone who deals with customers pay very close attention to the customer, and listens attentively. Customers should feel this.
Recognize that customers have needs and expectations. You’ve got to meet the first and exceed the second.
What are Customers?
- Customers are the most important people we come in contact with…in person or by mail.
- Customers are not dependent on us…we are dependent on them.
- Customers are not an interruption of our work…they are the purpose of it.
- We are not doing customers a favor by serving them…customers do us a favor by giving us the opportunity to serve them.
- Customers are not people to argue or match wits with… nobody ever won an argument with a customer.
- Customers bring us their wants…it is our job to handle them profitably to them and to ourselves.
On a more personal note Lindemann Chimney Supply appreciates your support over the years. May everyone have a happy and safe holiday season, and a healthy and prosperous new year.
Hopefully we’ll get a chance to see some of you in person at the National Chimney Sweep Guild Trade Show in San Antonio, the Southeast Convention in Chattanooga or the HPBA Show in Atlanta. Please stop by our booth and say hello.
Never hesitate to call us if you have any questions or concerns about any aspects of your business.
We really do care!
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BACK ISSUES OF OUR NEWSLETTERS
November 2004
October 2004
September 2004
August 2004
July 2004
June 2004
May 2004
April 2004
March 2004
February 2004
January 2004
December 2003
November 2003
October 2003
September 2003
August 2003
July 2003
June 2003
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