Being a customer can be painful, especially if you are more comfortable being the sales person.  My wife and I have begun the search for our new couch.  We knew the color, size and style, all we need to do is find a company that can deliver this at the right price and in a reasonable amount of time.  I believe I am the perfect customer, I know what I want just give it to me and lets all move on with our day.  This should be easy right?  Boy was I wrong…

The first chain store, had a great showroom, a couple of couches that fit our criteria and they could get it to me fast – less than a week.  The sales woman was juggling my family as well as another – which I guess is ok had I not been with my 3 children!! My oldest is 4 so you can imagine how much fun this was.. After I was finally given a price, she tells me that she can do better, she’ll be right back.. Well I hope the other family bought the couch they were looking at because I couldn’t wait any longer.. It was too painful.

The second store was an independent company who also had a few couches to choose from.  The salesman knew his competitors and knew his price was aggressive, but would take 6 weeks to get it to me.  We all know 6 weeks turns into 8 weeks, his big pitch was everyone else was a bad company and sold junk.  I didn’t like his product enough to wait, and his attitude really bothered me…

We hit one more store.. Again keep in mind, still with the kids, which are now over tired and just as cranky as me… This was another chain; they could get it to me quick and at a fair price.  It wasn’t my favorite couch but, with 3 kids it won’t last very long anyway.  The salesman offered my wife and I a cup of coffee, he gave the children a lollipop and a balloon.  This kept everyone quiet and happy long enough to fill out the paperwork…

I bought something that was not my first choice because this salesman understood my pain and tried to make it go away.  He separated himself from the pack and earned his commission.  Is buying something from your company painful? 

Please consider me a resource and reach out to me if I can help you or your organization… richdemarco@optonline.net

Even though the economy is coming back and we are all doing much better than we were three years ago, we are still fighting for every order.  End users are becoming more demanding and their expectations are higher than ever before.  So I ask the question what makes you different?  There are many ways to be different from your competitor – I have customers that only use soft close slides, only use metal cams, or only use real wood.  Using high end materials are great, but that could price you out of your client’s budget.

Can you be different without adding extra cost to the job?  Sure you can, you just have to think outside the box.  I have some customers that drill 3mm holes instead of 5mm, others that hide the hanging rail and bracket behind a soffit so that it looks like a floor built system.  There might be a slight added expense to the bottom line, but not much.  These are just two examples of standing out in the crowd.  It’s the innovation that the client is looking for and will remember.  Again I ask – what makes you different?

Please consider me a resource and reach out to me if I can help you or your organization… richdemarco@optonline.net

Today Prince William and Catherine Middleton tied the knot and became the Duke and Duchess of Cambridge.  Some of us could care less and others were up early to watch the ceremony.  There were over a million people there; the coverage was on every media outlet from CNN to Twitter.  There was one point that you could read Catherine’s lips as she mouthed the word “Wow”.  Obviously I was watching the coverage pretty closely…  She knew that she would be the Duchess, but I am guessing that living it was much more intense than her wildest dreams. 

Do your customers feel like this after their new closet is installed?  Do you treat your customers like royalty?  I try to treat all of my customers the same – big or small.  I am quick to respond to their questions, accommodate their needs or find that one piece of hardware that nobody else can.  Do you ever consider upgrading their closet poles from oval to round, or swapping out the standard chrome knob for a crystal one?  For $25 you could surprise your customer with a simple upgrade that will blow them away and make them feel like royalty.  How many referrals will that get you?  You might be “wowed” by the results.

Please consider me a resource and reach out to me if I can help you or your organization… richdemarco@optonline.net