Tuesday, February 21, 2017

How Not To Build Your Business

The age of technology has brought a flood of marketing tools, email, twitter, social media, spam and the obnoxious email blast marketing.

CP's in box is overloaded with junk everyday.

But look at the effort Garage Door Doctor in Charlotte went to put this email piece together.




So with that much effort I felt inclined to reply as follows:

Thanks for the email and the offer, but a year ago one of your guys came out to fix one of our three garage doors.

I was out of town for a few days and as luck would have it, the garage door with my wife's car behind it rolled up just fine but when she tried to close it, the door went down about half way then made a loud bang and crashed to the floor.

So my wife called your company.

When your guy came to the house, my wife showed him the door, and explained how it was making a funny sound and how it crashed to the floor.

Your guy looked at it sprayed some WD-40 ran the door up and down a couple of times, declared the problem fixed and handed her a bill for $150 give or take.

I realize there are "drop costs" and your time isn't free but just think how loyal of a customer we would have been had your guy said "no charge" for his 2.5 minutes of labor. 

We have lived in our home for 20 years, the garage doors are original and I expect some time in the next 2-3 years we will need to replace them.

Odds that we will call you when we replace them are about 1 in 10, not bad but not what I'd call a loyal customer.

Just saying....

You see the trouble with most businesses is they are so focused on marketing to the next customer that they forget how to treat the ones they already have.


Anonymous said...

I know exactly how you feel Cedar. I paid $500.00 to Crossroads Ford to tell me and tire pressure sensors had failed. The part cost $35.00 but they added 3.5 hours of labor looking for leaks in the tires.

I won't go back.

Anonymous said...

the HVAC guys I use used to clean the whenever they would come to service it. They used a little degreaser and my water. It was done while the cover was already off for a repair. Now they want $89 to do it as an extra service, in addition to the show, diagnostic, and part replacement charges. Doesn't make you feel any loyalty anymore