The Power of a Hand Written Note
When I was in the lumber business, the majority of my customers were first- and second-generation Italians. They were straight forward no-nonsense business people. They demanded my best performance, but were very fair. They weren’t into playing games with pricing. They wanted me to give them whatever our best and fairest pricing was first, no back and forth, just what was the best that we could offer and then make sure that we delivered on the service end. That second part was always the most important thing for all of them. Service, service, service.
If we made a mistake, they didn’t want to hear excuses, they just wanted us to own it and make it right. It wasn’t the mistake that would potentially cost us future business, it was our reaction or non-reaction to it that would cost us future business.
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