Wednesday, December 13, 2006

The greatest business secret in the world can be best learned by the farmer with 3 pigs!

Once upon a time...there was a farmer.

He had 3 female pigs, sows, and he wanted to mate them.

He loaded the three sows into the back of his pick-up truck and headed to see his neighbor who had the bores.

As the sows and bores were getting to know one another the first farmer asked, "how will I know if my pigs get pregnant?"

The second farmer replies "they'll roll in the grass if it takes, or wallow in the mud if it doesn't."

The next morning the first farmer woke up early to look out back to see if the pigs were rolling in the grass or wallowing in the mud.

They were still wallowing in the mud.

So, he loaded them back up in his pickup and took them over to the bores for a second visit.

The following morning he looked out back and he saw they were still wallowing in the mud.

Undaunted he loaded them up, once again, and drove them over to visit the bores.

The next morning the farmer was away from the farm so he calledhis wife and asked, "are they wallowing in the mud or rolling in the grass?"

She looked out back and replied, "neither, two of them in are in the back of the pickup and the third one is up front blowing the horn!"

Now if I just told you what the Greatest Business Secret in the World was, you might yawn and say, "I know that" and forget about it.

The reason it's been called a secret is...well, let me ask you this: "How is business out there?"

How do you feel you're often treated as a prospect, customer or client?

It must be a secret because remarkable service is more the exception than the rule.

So what lessons can we really learn from this silly little story.

Here we go:

  1. Every behavior has consequences.
  2. Future behavior is largely dependent upon consequences of past or current behavior.

In our story, the pigs were taken to visit the bores, the behavior.

They liked it, the consequences. They wanted to do it again and again

The lesson:

When a customer calls, visits, inquires about your service he is behaving like your customer.

If you don't reward him he will begin to act like someone else's customer.

All success in business applies to this lesson.

The greatest secret in the world:

Here are a few "Movements of Truth" or service opportunities to REWARD your customers. They are taken from Dr Michael LeBouef, author and Quality Service guru from Louisiana State University...

  1. When a customer appears, calls, inquires…reward with prompt, courteous attention.
  2. When a customer is angry...reward with kindness, empathy and understanding.
  3. When a customer has special needs...reward by customizing.
  4. When a customer is indecisive…reward with a specific solid recommendation.
  5. When a customer has objections...reward by acknowledgment and then build value.
  6. When a customer has buying signals...reward by reinforcing.
  7. When a customer refuses to buy...reward with polite appreciation.
  8. When a customer complains...reward with fast, positive action.
  9. When a customer will be disappointed…reward with positive perks.

How ever you do it just remember the Greatest Business Secret in the World.

The rewarded customer buys, returns and tells others.

Thanks for spending 3 minutes with me.....
The best is yet to be!


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