Are You Going The Extra Mile?
August 16th, 2010 at 6:15 am by Livvie
Due to our outdoor utility room being broken into, and after some research, we purchased a system from CPI Security Systems. You all know the commercials, it’s the one that says “CPI Security, identify yourself!”
Everything, from the initial phone call, through installation, and then exiting the property was done with customer service in mind and going the extra mile.
Initial phone call: From the beginning of the call “Brad” (identified himself as he answered the phone) walked me through a series of questions to determine exactly what our needs were, what we wanted from the system, and the type of system we wanted (our objectives). Based on my answers (he listened) , he suggested a couple of options for us to consider. (Extra Mile)
Brad also stated once the “technician” came out, based on actually looking at our property, we could make changes if needed.
- At your viewers initial contact ask your viewers questions (and listen) to determine their specific needs (their objectives). This is not a time to just start off by giving them your “sales” speech and telling them what you think they need.
Installation process: “Adam” called before the installation time to let us know he would be running about 45 minutes late. Then when he did get to our house (was actually earlier than the 45 minutes), he sat down with us and went over what he would be doing based on our conversation with “Brad” and asked if we had any questions.
We did have some questions since we have our cat Muffin in the house most of the time. We told Adam what we thought we needed for additional security that would be additional expense. Adam listened to our concerns and then offered some suggestions that were actually better security wise and less expensive. (Extra Mile)
- After the initial conversation, and upon “digging deeper”, could you offer your customer/viewer something better, based on their need, even if less expensive than what you originally discussed?
Exiting the property: Adam went through the entire installation process, drilling holes, cutting and running wires, equipment in and out, going into the attic (probably 110 – 115 degrees up there), and installing equipment. Stuff was everywhere ~ neat, but everywhere.
As he finished his install, he said he was going to “clean up and put everything back in his truck” and would go over the system with us.
To my surprise, Adam came back in with a vacuum cleaner and literally vacuumed every spot he had drilled, picked up all the loose bits of wire, and put everything back exactly as he had found it ~ except for the keypad, you couldn’t tell he had been there! (BIG Extra Mile)
- When completing your project, break out your “vacuum” and make sure your customers project has all loose ends ”cleaned up”, objectives are reached, and most importantly… their information presented expertly to their viewers. Always give more than what was expected!
In each instance above, going the extra mile didn’t cost a dime more, but the value add to ”company policy” setting CPI above the rest was immeasurable.
What about you, what “extra mile” do you add that sets your business above the rest?
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