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Will You Add? - A Lesson From the Logman
I used to believe in scarcity. All I wanted to do was to have freedom for writing and expressing my soul, find the way to support my dream and make my dream come true.Life is not all about making money but it does make life more comfortable.What is Your H
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A lesson in customer relations from the logman
If you're giving great value let the customer try the market.
The customer is not always right.
Those who know my interests know how I love to study business situations. Today from an un-expected source there was a great example of good customer relations and business practice.
With the holiday coming I had ordered a delivery of logs for our hearth. As usual I took the opportunity to ask the log man how business was in view of the run up to Christmas.
He is extremely busy trying to maintain good customer relations by satisfying all of his customers including one of the local inns as we run up to Christmas. This business is a pub which serves meals and the log man delivers every week when the owner calls.
He has just made a delivery that meant him getting up at 6am to get the delivery in because the owner of the pub had left it late with his order. When the log man arrived at the inn at 7.30 am the inn keeper was still in bed!
To make matters worse when the log man advised that a double load would have go upto ?80, a ?10 rise to cover increased diesel costs the inn keeper complained and said he would go elsewhere. Not surprisingly the log man said that if he felt that way that is what he should do.
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States that have adopted this standard as a way of attracting businesses, have managed to do so without an outcry by the vast majority of voters, employees. After all, why should there be an objection? It sounds so fair and evenhanded on the surface. If you, the emp
With the holiday coming I had ordered a delivery of logs for our hearth. As usual I took the opportunity to ask the log man how business was in view of the run up to Christmas.
He is extremely busy trying to maintain good customer relations by satisfying all of his customers including one of the local inns as we run up to Christmas. This business is a pub which serves meals and the log man delivers every week when the owner calls.
He has just made a delivery that meant him getting up at 6am to get the delivery in because the owner of the pub had left it late with his order. When the log man arrived at the inn at 7.30 am the inn keeper was still in bed!
To make matters worse when the log man advised that a double load would have go upto ?80, a ?10 rise to cover increased diesel costs the inn keeper complained and said he would go elsewhere. Not surprisingly the log man said that if he felt that way that is what he should do.
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He is extremely busy trying to maintain good customer relations by satisfying all of his customers including one of the local inns as we run up to Christmas. This business is a pub which serves meals and the log man delivers every week when the owner calls.
He has just made a delivery that meant him getting up at 6am to get the delivery in because the owner of the pub had left it late with his order. When the log man arrived at the inn at 7.30 am the inn keeper was still in bed!
To make matters worse when the log man advised that a double load would have go upto ?80, a ?10 rise to cover increased diesel costs the inn keeper complained and said he would go elsewhere. Not surprisingly the log man said that if he felt that way that is what he should do.
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He has just made a delivery that meant him getting up at 6am to get the delivery in because the owner of the pub had left it late with his order. When the log man arrived at the inn at 7.30 am the inn keeper was still in bed!
To make matters worse when the log man advised that a double load would have go upto ?80, a ?10 rise to cover increased diesel costs the inn keeper complained and said he would go elsewhere. Not surprisingly the log man said that if he felt that way that is what he should do.
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This is a great business example because even though the inn is an important customer and despite the frustrations the log man is confident because he understands the need for good customer relations by giving good service, he was not afraid to;
A] Claim cost increases to maintain his margins.
B] Let the customer try an alternative.
You may guess where I am coming from. The inn keeper has tried another supplier and found that he would have to pay an additional ?20 per load and not get on call delivery. Yes, my log man got his account back.
The customer is not always right and sometimes has to try the market to appreciate the deal he is getting. We have to have confidence in our service and ability to maintain good customer so that we can face the competition. I think the log man did well.
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