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February is American Heart Month

February 1, 2016

Poor diet, lack of exercise and other major risk factors for heart disease and stroke are responsible for at least 25 percent of companies’ healthcare costs. Is it any wonder that investing in the health of employees is one of the best... Read more about February is American Heart Month

Take care of your equipment and it will take care of you! #130

January 18, 2016

As easy as it is today, cleaning the floors were as difficult and time consuming years ago. There are in today’s market, equipment that make sweeping and/or scrubbing that surface very quick indeed. Take the Advance Captor as a very good... Read more about Take care of your equipment and it will take care of you! #130

Are you treating your customers like dogs?

December 15, 2015

Having recently been introduced to a shameful statistic, I thought it timely to give you my opinion on this subject. See if you can swallow this dose of reality: When interviewed, travel agents believe they retain 78% of their paying customers.... Read more about Are you treating your customers like dogs?



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The Power In Keeping Your Word

Tuesday, November 1, 2011

Y ou have often heard me say that the answer is in the questions. You have heard me suggest that you must stop selling and start asking more questions. You have heard me infer that you are making this thing harder than it has to be.

Here are three questions worth asking:

  1. “How can I add more value to my relationships?”
  2. “What makes me different?”
  3. “How can I get and keep my client’s attention?”

The answer to all three questions consists of just seven words. I arrived at this answer having witnessed two recent events.

The first revelation came as a result of meeting a man at a trade show booth. After swapping business cards I told him that I would be getting back to him. When I called him the next morning, he said the following:

“I never thought in a million years you would actually follow through. I thought your words were the typical sales chatter …. meaningless.”

What did I do that was so exceptional? I called the guy back like I said I would.

The second instance was a bit more taxing. I answered the telephone when I heard it ringing. When I did, the voice on the other end quickly said, “So you actually do what you say you do. You do answer your own phone.”

I remember saying to myself, “You must be kidding?”

In fact, these two fundamental customer services have become remarkably noticeable, and I am sorry to say, very much of a BIG DEAL.

The answer to the bulleted questions above consists of just seven words:

Do what you say you will do.

Simple? Yes. Profound? Absolutely. You will find this to be easier said than done … but very much worth the effort. Starting this week and until the end of time, do what you say you are going to do.

Email me at mike@mikemarchev.com or visit www.mikemarchev.com.

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