Go out of your way

April 1, 2012

What makes customers buy from you over an extended period of time?  I have customers that I've worked with for as many as 17 years now.  I can think of two in particular that are now VP's that were Unix/Windows Admins when I met them.  Hardly the decision makers they are now.

Another customer of mine that I've worked with for about 12 years now, tells a particular story as to why he does business with me.  It involves a piece of equipment being down on a Saturday and me finding a replacement that day and hauling it up to their building.  I've done it at least 20 times over the course of my career with at least 15 customers but for this one, it made the most impact.

So, what little extra things do you do for your customers?  I have two things that I tell all new customers and constantly remind old ones.
1.  If you're working, I'm working.
2. My phone is on 24 hrs a day, please use it.

Now, the problem with these statements are that someone is going to take you up on them.  You have to be prepared to back this up.  For me it means that I have to have a network of people, like minded, that are prepared to help me.  It also means that I need to know where equipment can be made available. I have to likewise know where the closest food delivery place is, once I find said resources.

Don't forget to go out of your way a bit.  It can make all the difference in the world.  It's what persistent sales people do.

Happy hunting.