The ominous clouds gathered, “It seemed like the “perfect storm,” in a good way.
My friend excitedly reported, “Our competition is on backorder!” Now, we are getting alllll the business!”
To me, initially it sounded like a “dream come true.”
As often happens, life finds a way to balance.
She continued to explain that with the landslide came the “cleared land” and, also…”the mud”…Here are the top lessons they found when their “wish came true”:
1) Lost Business Returned…
Yay! Customers who had gone away to the competition,were forced to purchase their product again!
Nay… Loyal customers were victims of increased demand, which meant that they, like the returning customers had to sometimes wait for their orders.
The Pearl..Take care of the Loyal customers and service those who have returned because you never know…Good service especially in challenging times, determines a relationship
2) More Contracts…
Yay! New contracts were signed by old customers
Nay! Which further increased demand issue
The Pearl: Contracts don’t always equal an automatic win, they need to be massaged and serviced
3) Time is Time…
Nay… time was taken away from day to day efforts to focus on servicing all customers.
Yay! Steady and sincere communication, offers the ability to serve all customers and have increased connection.
The Pearl: Time is a limited resource. We can’t manufacture more. Stay focused and organized and selfish with it. Yet if there is increased connection, find a way to make it worth everyone’s while
4) Service is Service…
Yay…Customers who had gone away needed product and were feeling the pressure of not having it. The providing company was rescuing them!
Nay…There is no guarantee they will stay, after business returns to normal…and the service given may have been simply for the moment
The Pearl: There is no replacement for good customer service. When you take care of customers, they remember, even if they are not your loyal customers. But they REALLY remember if they ARE your loyal customers.
Bottom line: Any situation can be made into a win. When we take the time to get strategic, and lead from our place of doing what we feel is the best for all involved, everyone wins.