Mary Schmidt Marketing Troubleshooter

I’ve been having a lot of work done on my 1950s-era home – from building up the back fence to xeriscaping the front yard and have received – ta-da! – terrific service from everyone involved. The topper is that “my” landscaper and “my” fence builder both live in my ‘hood. I walk by their homes nearly every day.

So, Brad (the landscaper) and Ruben (the fence builder) have been added to “my” people list, along with “my” real estate agent, landscape designer,tree specialist, and others. Now, I may never do another bit of business with any of them (I hope I’ve bought my last house, for example) but I tell everyone about these great people – and actively promote their services to others (without being asked or incented to do so.)

Sooo….do we feel that way about airlines, computers, and cell phones? Nuh-uh. And as for walking by the owner’s homes – not likely…particularly in the case of the BCC (Big Clueless Company) CEOs – they’re behind gated walls.

Seems to me that’s the real litmus test for customer relations (loyalty versus satisfaction) – “My” versus “The.”

P.S. When I install hardwood floors next year…the first person I’m going to call is my neighbor, the “floor guy” – across the street and two doors down.

P.P.S. Do I really need to tell you that all “my people” come through word-of-mouth? Naahh…..

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Tags: customer service, marketing troubleshooting, word of mouth marketing