As easy as 1-2-3
This is the basic idea of most things in life, and we all learned this either early in school or early in our careers; whatever you are selling, you should make it easy to buy.
This weekend I had the misfortune of breaking the rear glass of my Mustang Convertible (yes, I’m bragging), and spent some time this morning trying to find someone to replace it. It ended up being almost an adventure to find someone who seemed at least willing to do the work. From voice mails, to angry operators that obviously didn’t know that the Mustang was made by Ford, it seemed like I would have to wait almost a week and a few trips to adjacent towns to have the damn glass replaced. That until my brother shared some of his experience with me and steered my search into the right direction.
JN Phillips website has an easy to fill out form that was followed by a call immediately; the conversation was literally shorter than 2 minutes:
“Hi Mr. AAA, this is BOB from JN Phillips. Would Wednesday morning be ok for you?
“Sounds good”
“Alright Mr. AAA, we will call you when we get there, have a good day.”
THAT WAS IT! I couldn’t believe it. At this point I cant review on their quality of work, but so far this customer is already impressed and will keep them in mind whenever I or others need some glass replacement. Kudos to this company and others like it, that engage in such great practices. I sure will keep it in mind in my future business and marketing ideas.
Hope you all do the same.
July 6th, 2009 at 5:00 PM
Make it easy to buy. What a concept! Sometimes people forget about this point.
The other important point is that there is always an easier way to buy or an easier way to do business. You just have to find it. That should be everyone’s responsibility on the organization. Marketing in particular.
Some companies lose customers to the ‘easy to buy’ one. Someone with entrepreneurship dreams can target them as customers for a situation in which both can benefit from building an easier way to do business and a better customer experience.
July 7th, 2009 at 10:41 AM
Funny, I just heard a commercial on the radio about auto glass repair on my way to work yesterday morning. They said they take pride in having 70,000 in inventory and, in most areas, have same day service. Unfortunately, I cannot recollect the name of the company because they told me too many other details during the commercial. But I’m glad you found someone!