Quote:
Originally Posted by Wayne at Pelican Parts
Jeff, I love your stories - it makes it SO EASY for Pelican to stand out from the rest of the pack. In an era where good customer service has declined to mean actually getting the right stuff on your burger, it's easy to make an impression with outstanding service. It's one of the reasons why Pelican has done very well over the past several years.
-Wayne
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I used to be a consultant, and I remember reading an article about how clients rate consultants. What stuck in my mind, was not intuitively obvious. Clients rated their consultants primarily on 1) Did they stay in touch, 2) Did they do what they said they'd do, 3) Was it on time, as promised, 4) Did they stay in touch (no this is not a repeat), and 5) Budget.
Basically, the point was that before you before you even got to price, you already had a "B" in class.
What I did was to try and make it painful for my clients not to use me. By that I mean I killed them with service. In fact, one studio client had me on their org. chart for their environmental, health and safety compliance, which is what I did as a consultant. I don't order enough stuff from Pelican (and I don't buy anywhere else for pcar parts), but every time, they impress me with their service. I work for Disney now, and I think we still get it, in term of customer service.