A Great Lesson in Adding Value

You may remember my blog post from April 9 on Taking the Marketing & Referral Bull by the Horns.

In that post, I shared a great example of a service provider “asking for the business,” and how you could likewise follow-up and ask for referrals in your own administrative support business.

My client and I had such a great experience working with this service provider. He presented a very professional image. He was polished and business-like,  conducting all his interactions with us very professionally. And once the job was fully completed, he asked us for our feedback and referrals, which we were very happy to give.

Being in Washington, we don’t have much need for process service in Minnesota. We’ll definitely pass this fellow’s name around to those who might be able to use his services, but truth be told, those opportunities to do so will in all likelihood be very limited.

I’m sure he realizes this as well. And yet today, he offered another great example that Administrative Consultants can take a cue from.

I received an email from Brian, this service provider. He hoped we were doing well over here on the west coast and let me know that through his networking, he came across a process server in Tacoma that he wanted to recommend to us. He made it clear that he hadn’t actually worked with him, but his communication with this fellow was impressive enough that he wanted to send his contact info our way.

Why does this simple, unassuming email have such an impact?

Because in an industry that is rife with unprofessionalism, unbusinesslike operations and fly-by-nights, it offers a stellar example of how to nurture relationships, deliver fantastic customer service and provide added, personable value.

Brian is no dummy. He realizes that as out-of-state customers it not likely we’ll work together again any time soon. But he clearly understands networking and building relationships.

He knows that in a highly commoditized industry like process service, it’s the relationships he nurtures and the value he provides that get the word out about his company and have it standing heads and tails above the rest.

Administrative Consultants will do well to heed this example. ;)

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