Customer Service is What Sets You Apart from Your Competition

Customer Service is What Sets You Apart from Your Competition

Providing good customer service can make a real difference. Customer service is what sets you apart from your competition. Not only can it create a repeat customer, but that customer is also a free advertiser and positive word of mouth advocate. Positive customer service can determine how much a customer spends and how frequent they shop. This can also be the competitive advantage you are looking for.

Repeat Customers are 60-70% More Likely to Purchase

Did you know it is up to five times more expensive to gain new customers than it is to keep current customers. Return customers are 60-70% more likely to purchase, but new customers are only 5-20% likely to purchase. 

With that in mind, encourage yourself and staff to take that extra step. Learn your customers names and use them.  If your business takes appointments, then make sure to use the information you have. 

“Hi Shannon, is this your first time in?”  “Welcome, we are glad you chose us”

OR

“Welcome back, are you shopping for anything specific today, I’m happy to make recommendations or help you find sizes.”

My dentist office is amazing at this. They took my pictures the first time I came in, so not only will I always be youthful in their database, but they welcome me by my first name every time. I only go twice a year to get my teeth cleaned, but I have referred a ton of business their direction because they took the time to provide excellent customer service.

Make Eye Contact it is One of the Easiest & Most Powerful Ways to Make a Person Feel Recognized

We tend to trust people who look us in the eye. Eye contact is also one of the easiest and most powerful ways to make a person feel recognized according to Business Insider, as a result it is a powerful tool when it comes to customer service. This can be the difference of what sets you apart from your competition.

The bottom line is that eye contact is easy and free. In particular, if you are helping another customer there is no reason why you cannot look up, make eye contact and smile.  That just told the customer “hey, I know your there.” It’s an easy action that speaks volumes.  Check out the video below on the importance of eye contact. Remember, customer service is what sets you apart from your competition.

Get Out from Behind the Counter & Make a Connection

Making a Connection & Setting Yourself Apart

I learned this tip along time ago, when I worked for the Marriott. Marriott is an amazing company with some great basics. Marriott’s philosophy is “Empowering Employees and Enhancing Customer Service to Drive the Bottom Line.” Basically, we trust you as an employee to know what is going to make the difference between good customer service and great customer service. That may mean buying a customer breakfast because they had to switch rooms.  No that does not mean buy every customer breakfast, however the $15 breakfast could mean the difference between a repeat customer or someone who chooses another brand.

I worked at the front desk and we had some regular business travelers.  As a result when I would see them coming, I would pull out their paperwork and walk out from behind the counter.

“Good evening Mr. Smith, thank you for joining us again.  I have you in your favorite corner room on the 5th floor.  Here is your paperwork, and room key, if I could just get a signature. Also, our chef has an amazing special with Salmon this evening.”

Additionally,  I would then walk across the lobby and push the elevator button and hold the door. Mr. Smith traveled about 300 nights of the year and made the point to let my manager know that he is loyal to Marriott because the customer service that is consistent across the brand, but also because of employees like me. He had never had an associate come out from behind a counter before.

This simple act can also diffuse a situation. Remove the barrier and you will be amazed at the results. Practice the action and it will become a habit.

Thank you” is a Powerful Tool & it is FREE

The Power of a Thank You

The simple phrase of “Thank you” is a powerful tool. When was the last time someone thanked you? As a result of a thank you it can double the customer’s willingness to engage with you?

With a thank you, you have consequently increased your ability to get positive reviews, increased customer engagement, and increased the likeliness of a purchase and finally but not least increased the willingness to tell a friend. In fact, multiple studies have shown that thanking increases the well-being of the recipient. It is not difficult to see why you should be thanking your customers. Check out this article from bonjoro for more great ideas.

What are some of the basics of great customer service?

1. Make eye contact and smile.

2. Always recognize the customer, especially to say I will be right with you.

3. Thank them for their purchase, the power of a thank you is often overlooked or Thank them for coming in.

4. Be knowledgeable, and make sure your front-line staff is knowledgeable. There is nothing more frustrating than “I don’t know” …. are you telling me you “just don’t care”?

5. Get out from around the counter. Offer to hold a door. It makes you appear more approachable and creates a differentiation between you and your competitor.  When was the last time someone walked you to the door and thanked you for your business?  

7. Social Media is important. About 80% of internet uses are on at least one social media platform.

8. Remember, customer service is what sets you apart from your competition.

Watch for the next blog on why good social media can be easy and highly effective.

I challenge you to try one new thing…I bet you will see results!

Morrison-Maierle Engineering and Surveying Firm Member Highlight

Theresa Gunn, Cody Operations Manager, talks about company culture, core values, and how being employee-owned creates a competitive edge in the Morrison-Maierle, Inc. engineering and surveying member highlight.

Morrison-Maierle an engineering and surveying firm started in John Morrison’s garage in Helena, Montana in 1945. John Morrison and Joe Maierle (pronounced Merrily) co-founded the firm and play a large part in the story of Morrison-Maierle. From the start, the focus is always doing right by the client and providing quality technical work support. Today they have twelve offices in Wyoming, Montana, Washington and Arizona. Backed by the resources that a top 500 design firm provides, Morrison-Maierle cultivates a client-centered experience.

Core Competencies

What services do Morrison-Maierle provide? 

“We work in eight different market groups and have expertise in dozens of engineering disciplines. Primarily, we focus on building better communities by engineering airports, buildings and structures, land development, industrial engineering, natural resources, surveying and water rights, transportation infrastructure, and water/wastewater facilities” says Gunn.

What makes Morrison-Maierle engineering and surveying services excellent?  How does your company rise above your competition?

“Relentless focus on our clients, not shying away from the hard work, and always living by our values. Also, we are 100% employee-owned” Gunn added. 

What regions does Morrison-Maierle serve?

Theresa states “our principal markets are in the intermountain states of Wyoming and Montana, though we work in a much wider region and occasionally even on a national scale.” 

Company Culture 

What makes your company proud to do business in the Big Horn Basin in Wyoming? 

“Morrison-Maierle has an office in Cody, Wyoming. In 2016 we merged with Holm, Blough and Company, who had been in business in the Big Horn Basin since 1982.  We have continued to serve our clients in the Powell area and the Big Horn Basin.”

What defines your company culture? 

“We are a 100% Employee-Owned Company, and we feel our core values define our culture. The four pillars of the company’s founders come to mind: Integrity – We do the right thing, Respect – We value people, Commitment – We keep our word, and Excellence – We give our best.” 

What is one thing you really want people to know about your company? 

“We are here to create solutions that build better communities” states Gunn.

What song or genre of music best represents your company today?  

“2020 is our 75th anniversary so “You Say It’s Your Birthday” will be an appropriate song all year long!”

Team

What makes your company a great place to work?  

“We do great work. We get the chance to tackle the most challenging and complex projects, and we have a team of experts who always rise to the challenge. We are innovative and forward-looking and are not content to settle. Morrison-Maierle has visionary and strategic leadership” Gunn proudly states.

What do you value about your employees?

“We have many employees who have worked together for over 50 years.  This is a tribute to their dedication not only to their profession, but also to the comradery in our office. We look forward to sharing a cup of coffee and hearing about old times and learning about what our newly hired folks are doing.”

Aspire

How does your company invest in the future?  

“Morrison-Maierle invests in the future with our employee stock ownership program, strategic planning, professional development, and leadership development.” 

What will Morrison-Maierle engineering and surveying firm look like in 10 years?  

“In ten-years we will be thriving! Sustainable business practices ensure our company is profitable. We will also be in more markets and have a larger workforce in those markets to promote growth in the Big Horn Basin..” 

What inspires you to go to work every day? 

Theresa concludes, “We have a great group of individuals who are like-minded and strive to deliver the best projects to our clients.  It is a pleasure to work as a team with our office!”

It is clear Theresa Gunn is proud to be a part of the Morrison-Maierle team. The core-values and company culture play a big part in retaining their workforce and growing the company. At PEP, we look forward to seeing how Morrison-Maierle engineering and surveying services grows our community. 

Heart Mountain Equipment Member Highlight

Greg Wilson, General Manager at Heart Mountain Equipment, sits down with Powell Economic Partnership/ Powell Chamber to discuss company culture, their team and the future.

Heart Mountain Equipment products have evolved over time; but their dedication to servicing equipment and being able to source the right parts is a point of pride for Greg Wilson.

Company Culture

Specialty farm equipment, construction equipment and lawn mowers are sold and serviced at Heart Mountain Equipment in Powell, Wyoming. Greg is proud to be a part of an area where the people are independent. At the core, Greg is a problem-solver. He wants to be able to help his customers solve problems so they continue to be independent.   

Like the customers they serve, Heart Mountain Equipment, formally Heart Mountain Farm Supply, has a rich family history in the Big Horn Basin. They have three generations currently working at the family business.  

Terry Swenson moved to Powell when his father, George, bought the International Harvester Dealership. Terry and wife Val are very much a part of Heart Mountain Equipment since they opened in 1982. This year marks twenty years that Greg Wilson followed his father-in-law’s life advise and moved back to Powell to work for the family operation.  

What books are you reading or have most helped you?

“John Maxwell leadership books are what comes to mind” says Greg.

Core Competencies

What does twenty years of experience tell you?

“We are really about helping people to find solutions. We aren’t about sales quotas. We have turned people away because we didn’t want to sell them something they didn’t need. We don’t have pressure tactics, we help them.” Greg confirms, these business practices do lend to repeat customers.

What areas do you serve?

“We serve Farmers in the Shoshone Irrigation lands from the Buffalo Bill Dam, farmers along the Shoshone River in Lovell and Worland, and Shell. We have construction clients all over the Big Horn Basin. Also, in southern Montana in Belfry, Bridger and small acreages are everywhere.  When you have 2 to 50 acres you need equipment to care for your place.  Those are a lot of the people we serve. Of course, there is also the commercial turf market from landscapers to schools and municipalities, we have Kubota mowers running all over.”

What equipment manufacturers do you carry?

Heart Mountain Equipment sells a premier product. Kubota is a Japanese company that builds about 50 % of their products in the United States. They have manufacturing plants in Georgia, Kansas and Missouri. Kubota is the number one seller of tractors under 100 horsepower.  The types of farms that use these tractors are growing hay, have cattle, are hobby farmers, have orchards, vineyards, or grow specialty crops.  Kubota is also the number one manufacturer of off-road diesel engines under 100hp. Think, generators, refrigerator trucks, welders, tractors and side-by-sides. 

The amount of orange on display at Hearty Mountain Equipment is a clear signifier that Kubota is their leading manufacturer. However, they also carry Trimble GPS and precision farming systems, Vermeer hay equipment, Land Pride tractor attachments, and Hesston small balers.

Team

What does talent look like to Heart Mountain Equipment?

 “We have a good rapport with our employees. It’s a good atmosphere. We look for people who can develop…The attributes we are looking for are integrity, hard work, solutions oriented, and people that interact positively with others. It is a fun place to work.”

Greg is particularly proud of their service department. They can fix anything, and do, “unless it just isn’t worth the customers money to fix it” Wilson says. He adds, “the parts department takes care of unique issues as well”.

In the Big Horn Basin, equipment lasts a long time, thirty to forty years. The Basin just doesn’t get the moisture that is so hard on equipment in other agricultural regions. Greg shares, “the parts department is really good at tracking parts down and finding the right replacement parts. In fact, we service customers from as far away as North and South Dakota”. With a smile, Greg explains, “a farmer in the Dakotas contacted Heart Mountain Equipment. The parts department was able to help him get what he needed. That same farmer told all of his buddies, and now Heart Mountain Equipment is widely known as a resource in North and South Dakota.”

What does technology in Farming look like?

“We use a satellite-based construction that doesn’t need a strong cell connection. You can also store the information and transfer it to a USB or complete a wireless transfer with the cell signal is stronger.”   

Aspire

How does Heart Mountain invest in the future?

“By making an investment in our employees.”

What will specialty farm equipment look like in ten or twenty-years?

Precision farming is going to be standard in ten to twenty-years, and it will be completely normal to have GPS guided/autonomous equipment do everything from planting to fertilizing to feeding cattle to clearing snow off the sidewalks” Greg predicts. “Heart Mountain Equipment will continue to differentiate with quality products and quality service; that is something that will not change.”

He projects that parts departments will change when they are able to 3-D print in metal on a mass scale. It will become cheaper to make a product than to ship one in.

When people free themselves from the mindset of this is what grandpa did, advancements will be more mainstream.  Now, and in the future, Heart Mountain Equipment is dedicated to helping people solve problems and getting them what they need; specialty farm equipment, construction equipment and lawn mowers new or repaired in Powell, Wyoming.