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Spring's sprung...
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...or has it?
As we put this issue to bed, it's
snowing outside and more flurries are
forecast for later in the week. No, I'm not
writing this in February. I'm writing this
on April 6! Was that warm spell just
Mother Nature teasing us? Well, we hope the
lead story on great customer service warms
you up. Enjoy!
Adams Jette Marketing
+
Communications
100 Argyle Avenue
Suite
202
Ottawa, ON K2P 1B6 Tel:
613.235.5445
Fax: 613.235.5514
info@adamsjette.com
www.adamsjette.com
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These guys are pumped!
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[A monthly article written to help you
get more people to buy your products and
services.]
I pulled my car up to the pumps the other day
and, as they always do, two young and smartly
dressed fellows at the Island Park Esso in
Ottawa greeted me with the usual
"Good afternoon, sir. Fill 'er up?"
"Yes, please."
Would that be premium, mid-grade or
regular?"
"Regular, please."
"Yes, sir."
And so it began. A ritual for me: pull up
to the only place in town that offers service
"like in the good old days."
Just as they did in the old Esso
advertisements, the attendants cleaned the
windows--all of them--and checked the oil. They
also wiped the mirrors (the car wash never
cleans those, he told me) and checked the
windshield-wiper fluid.
Even the way the credit card slip was
presented was done for maximum
convenience--what you sign is facing one way,
what you keep is facing another. And the car
wash? You pass it on the way out--no driving
around a huge lot looking for the entrance.
The owner of the station, John Newcombe,
clearly understands that building a business
through relationships is far more lucrative
than building it through simple transactions.
Hiring several staff who take care of me
instead of one who simply takes care of the
money is more expensive, but I'm sure he
more than makes up for it in up-selling ("Can
I check your windshield-washer fluid?") and
loyalty. It's that attention to my needs that
makes me drive three extra exits to fill my
tank.
A lot of places claim to put the customer
first--John Newcombe actually does it. And
it's an attention to detail and a way of
doing business all organizations, in the
public and private sectors alike, can benefit
from. Because taking care of people in an
extraordinary fashion leads not only to
better revenues, it also results in a
happier work environment--for everyone.
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FEATURED CLIENT:
Laporte Flowers & Nursery
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The Laporte family name is a household word
in many Ottawa homes, especially those east
of Blair Road. From annuals and perennials
to shrubs, bushes and trees, Laporte
Flowers & Nursery has been helping gardeners
at its current location in Cumberland for
almost three decades. The business has its
roots, however, in the vegetable stands of
the By Ward Market going back to 1960.
Today, it offers some 2,500 varieties of No.
1 Grade plants from its eight acres of
outdoor property. Its annuals and perennials
are grown on-site in the company's 100,000+
square feet of greenhouse space.
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What our clients are saying...
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"I referred a client to Ron for help
preparing a major proposal. He took terrific
care of her. I was especially impressed by
the fact that, after evaluating the RFP and
discussing her firm with her, he advised her
not to pursue the contract. On the basis of
his vast experience, he could tell that her
tiny boutique outfit had virtually no chance
of winning the bid.
"He could have merely done the job and taken
her money. Instead, he acted with such
integrity that he won not one, but two, fans
for life. My client was so impressed that she
tried to pay him for his consulting time.
When he wouldn't accept that, she sent
flowers and wine.
"I always trust a professional who'll turn
down work rather than allow a client to waste
time or money. That way I can be sure that
when he accepts a contract, he knows he'll be
able to do a superb job."
Riça Night
Freelance Writer, Editor and Speaker
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QuikTip
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exclamation mark -- These are the most
overused punctuation marks
in the English language. When overused, they can
detract from, rather than add to, the excitement
of your writing. Use sparingly!
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