If You Want to Impress Your Customers, Think Like a Brewer!
Scottish brewery Brewdog has recently launched a brewery in the U.S. They are known for their anti-establishment approach. They like to be known for doing things differently. They named their flagship beer Punk IPA. They avoid conventional advertising. Most importantly for the printing industry, they have an awesome customer service charter.
Like all good things, it is clear and simple. Anyone can understand it. And anyone can implement it.
Here are some things we can learn from their customer service charter
Their first rule of their charter is “Get Stuff Done – do it promptly, do it right.” Sometimes, it is too easy for us to get caught up with internal issues, and the customer’s interests are forgotten.
Next up is “Get Better Every Day.” Here, pointers include taking ownership and challenging the status quo. What are we doing to ensure we improve every day?
Thirdly, “You Have A Voice – Use It.” Vary communication, be personal, and build communications. When did you last truly reach out to a customer? And when did you try a new channel of communication?
Finally, “Don’t Be A Dick.” Choose your attitude. Be Mindful of others.
Their customer service charter is not rocket science. But it does contain four rules that we should remind ourselves of every single day.
Here’s a quick action point for you
Read through the rules and choose one action that will help you improve your performance for one of these targets. What will you do to improve today?
P.S. Here are two ways to spend 30 minutes improving your sales skills: download my free e-book “Ten Common Print Selling Errors and What To Do About Them” right now. You’ll also receive my regular “Views from the print buyer” bulletin, full of ideas on how to sell print effectively. Also, check out my practical guide on “How To Improve Your Print Sales In 23 Minutes A Week”
Many printing companies are frustrated how hard it is to engage buyers in today’s world. That’s where Matthew Parker can help. He is a gamekeeper turned poacher. Parker has bought print for more than 20 years and received over 1,400 print sales pitches. He now uses his buyer’s point of view to give practical advice to printers. He helps them engage with prospects and customers to create profitable relationships.
Download his free e-book, "Ten Common Print Selling Errors And What To Do About Them" and check out his recently launched book, "How To Succeed At Print Sales: Setting targets, planning the right activities and making sure goals are met."