Issue link: http://palletcentral.uberflip.com/i/579895
BEST PRACTICES notes to new prospects. These are Moments of Impact. Little things that show you genuinely care. Happy Birthday calls, How was Your Trip? Notes, remembering details about family (Do an Internet search on "The Mackay 66™ for Customers" for a great tool), and sending thoughtful gifts such as golf balls and fishing lures. The attention you show your customers profoundly shapes your reputation. When you are introduced to a prospect, have they already heard of you and your company? What did they think or know about you before even meeting you? Outstanding customer service differentiates you from your competition. Take the Long View Shifting from transaction and price to relationships and value takes time. Attracting and keeping great customers takes time. And building a rock-solid reputation, to the point where your customers tell competitors, "I can't afford the savings," takes time. The late poet Maya Angelou said something so profound, that reading it for the 1,000th time still means the same as when I read it the first time: "People will forget what you said, people will forget what you did, but people will never forget how you made them feel." PC 14 PalletCentral • September-October 2015 palletcentral.com Ira Koretsky is CEO of The Chief Storyteller®, a firm that helps improve performance with better communications. He is professional speaker, consultant, writer and coach. He can be reached at (301) 718–8368 or ira@thechief storyteller.com. The Chief Storyteller®