My Recent Experience Looking for a Service Company
Most of the work I do since I started my company has been working with service contractors nationwide. So when it comes to knowing the local contractors: who to call when I need service on my home, I do not always know who to call. I will rely on the Internet and pray I can find a good company I can trust.
When I moved to my new home 5 years ago, the contractor installed cheap carpet in my bedroom. He said it was top of the line, and he was definitely lying. It did not last all that long! This time around, I reached out online to a few local carpet companies to see what they would charge to install a quality pad and carpet.
Now, before I get to why I am writing this post, bear with me for a minute. Because I am in a lot of meetings, working on projects, on and off lots of phone calls, I rely a lot on email to communicate. I also trust that service companies have good systems in place to service demanding, Internet savvy people like me. I am particular – yet reasonable. I am not looking for the cheapest price. I do not have time to always get 3-5 bids. I am one of those busy guys who really just wants a company who will show up and do what they say they will do for a price that I can afford.
Who Will Respond
So I went to the web, did a search, found 4 carpet companies local to me, and cut/pasted my job description to each one of them. I gave them my phone number and email. I did not care if they emailed or called. I just wanted to get my part of the job done: getting in touch with these companies. I did not intend to get four bids, as I was pretty sure I would not hear from all four of them.
Here is where it gets interesting! Close to 24 hours later, I got an email from a sales rep who answered my questions. She gave me a few ballpark ranges and kept the conversation going. It still took almost a day to respond! No one responded within a few hours (during business hours). Two other companies (reputable ones) still have not responded in almost a week as I write this. The 4th company responded by putting me on an automated email campaign. I could not believe it. I get emails from this company with basically a buyer’s guide on flooring! No personal service. There is a place for email automation, but this was not one of them!
Who Got My Business?
I could have picked up the phone and called the 3 companies that really did not respond. Yet that is just not me. I rely on them to be the professional, not me. So the carpet company who actually responded with a sales rep, came out to the house and gave me a bid was the one who won my business. Guess what, it was a little more than what I was thinking too.
Are You Missing Business Too?
You might be surprised to know there are more people out there like me. I am a GenX guy, but I act a little like a Millennial when it comes to using technology. Millennials rely very heavily on the use of technology and little on phone calls. If they do happen to call an office and get an automated system, chances are they will hang up and not wait for a live person. That is just the way it is guys! Like it or not, that is the generation we live in now. You might be missing business if you rely on too much automation, do not respond quickly or do not check over your systems to see if your prospects are hearing from you at all! Sometimes it can be as simple as a broken link on your website.
This is a reminder to keep up with the times. That does not mean to have the latest and greatest software. No, it might just mean to make sure you are communicating with your prospects in a way they want to communicate with you! You will win more business!