Your weekly source of sales, marketing, customer service, and management insight - compliments of ETE REMAN

Pardon the Interruption

May 15, 2014 By The Remanimal Leave a comment

©iStock.com/fabphoto

©iStock.com/fabphoto


Dear Customer,
I’m not trying to bother you or take time away from what you’re handling, but I want to be on the up and up.  Here at ETE, we like to send out our pictures, funny email signatures, etc to give you a better a sense of our personality. Personally, I also want to be sure I get to know you the best I can. And for that reason, I like to call you.
If you’re not a customer yet but you reached out to us via email or a web contact form, there’s a good chance that I will call you if your number is provided. If you’re asking about a vehicle and I haven’t spoke with you before, I want to know your knowledge of the industry, find out about your shop, find out where you eat lunch, and probably try to find out your shirt size.
So you’re a new customer?  Please be warned.  I will ship your unit, I will track your unit, and we will find – – I mean call – – you.  How was the delivery? How were you treated by the delivery driver?  I want to be sure if you have any questions about installation, fluid, returning the core, shucking an oyster, whatever it may be that that I can assist you.  (I’m pretty handy with oyster shucking, fyi) This is also a chance for you to really ask any question you may have for us and how we can better serve you in the here and now – rather than wait until it’s too late. Sure, I could email you all of this, but let’s be honest. If you’re busy and an email pops into your inbox, it’s probably getting skimmed. Besides, I can’t blame my iPhone  or network server for anything I speak out loud.
I also might call you if you used to be a customer. Well, because I want to know where you went.  You ordered four times in January and two in February, but it’s May now, and we haven’t heard your voice in too long.  Was it something I said? Did you get a new builder in house and that’s why you haven’t needed a reman? My feelings won’t be hurt. Things change, and I just want to make sure you have all of the updates on what’s new, out of R&D, and on sale so you can use it as a resource when your business needs it.  Over time as we release new families of transmissions or introduce an update, it’s not my goal to change your mind, but it is to inform you that your options have changed.
You probably are no stranger to sales calls from guys who you’ve never bought from and never will. I get that.  I might call you at a time when you need me to call back later; I hear ya’ loud and clear.  Whether it’s me on the other end of that ringing line, another vendor, or one of your customers, know that we all appreciate your time – and having a better relationship should only be a phone call away.
Sincerely,
Kevin “The Remanimal” Strong

AVA_Kevin_RUIn his fourth Reman U article, Kevin Strong (aka the Remanimal) has a letter to his customer. Do your customers know why you call? Or are they quick to ignore you because you’re just “checking in”? Share your thoughts below or email Kevin directly!
FILED UNDER: REMAN U ARTICLES SALES

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