Guest Blog Featuring Joe Chetwood: Pan Dulce
Posted on Mon, Jun 28, 2010
Recently I had one of my assistants call my loyal existing client base to schedule an Annual Client Review appointment with me, but I didn't expect a few to be unhappy. Since I am always willing to do what it takes to make sure my clients are happy I went out to visit with my first disappointed client (four hour drive) who is 68 years old and lives alone. I also made a few additional appointments while I was on my trip. It was a hot day so I went to this client's home and suggested we go by a nearby café and meet. He had time for lunch so we rode together sharing pleasantries and small talk on our way to the café. After sharing a modest priced meal ($12.00) and visiting a little with each other we discussed his concerns. I addressed his concerns and diffused the discontent he had with me and the policy he has had with me for 8 years. Although I didn't plan on making another sale at that meeting I preserved and retained a good loyal customer.
Another one of my clients, who is 81 years old, and still sharp as a whip, has been with me for about 10 years. She also had a few issues that we cleared up. I visited her this past Saturday and met her at the door with a bag of "pan dulce" (Mexican sweet bread pastries) which cost $4.80. Needless to say she loved the gesture and made me share a campachana (pastry) with her. When I was leaving more family was arriving... darn, I forgot to staple my business card to the bag! :) (joking)
The moral is I understand that our lives may always seem too busy to do these types of things for our clients, but every now and then a little gesture goes a long way. These small gestures can definitely help preserve an unhappy client or a one that may be just lonely. Be ethical and take care of your clients and they will take care of you!
~Joe Chetwood
