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Obey Marketing’s First Commandment

Monday, January 6, 2025

Obey Marketing’s First Commandment

The first commandment of attracting and retaining customers is simple: treat each customer as you would want to be treated.

Ask yourself: Do you like being overcharged, underserved, placed on endless hold, overbooked, or told your room isn’t ready? Do you appreciate false promises, late shipments, being ignored, or not receiving a thank-you? Of course not.

Always put yourself in the customer’s shoes and ask, “What would I want if I were the customer?” Then, strive to provide that experience.

This principle is especially critical when dealing with upset customers. When you’re the customer, you want:

• A full, uninterrupted opportunity to explain your concerns.
• A representative with the authority to resolve the issue.
• A fair and timely resolution.

You don’t want to be handed a copy of the company’s warranty policy, told to send another upholstery sample to the factory, or advised to get yet another professional couch cleaning— only to have your claim denied because the stains are deemed “indeterminate.”

Customers can be demanding and may expect more than you believe is reasonable. Still, starting by treating them as you would want to be treated is the foundation of good service.

Deliver on your promises, and you’ll win their loyalty—and sell more homes!

Excerpt from: How to Become a Rainmaker by Jeffrey J. Fox