There are so many reasons why a person might choose one business over another. When it comes to a referral, trust is the main reason why people refer a person or a business. According to John Jantsch, author of The Referral Engine, trust is the single biggest reason why people make referrals.
I often wonder why trust is so rare, considering the amount of business service professionals and companies receive from referrals. It has happened to me and if you are reading this, it has probably happened to you. I’m talking about that feeling you get in the pit of your stomach when you realize you’ve been ripped-off.
Wikipedia defines rip-off as “a bad financial transaction. It refers to an incident in which a person overpays for something. A rip-off is different from a scam in that a scam involves wrongdoing such as fraud; whether or not something is a rip-off, on the other hand, is a matter of opinion.”
I wanted to share a story about my mechanic shop STM Automotive, owned by two brothers Steve and Terry. I will never leave STM Automotive! Before I found them, I went to several mechanics and felt like I was being sold, unsure of whether I really needed all the things they recommended. Like most people, I don’t know about cars the way I do technology. I rely on my mechanic’s best judgment to tell me what I need. When I met Steve and Terry, I was ready to spend quite a bit on my suspension because I felt something major was wrong. It turns out, there was a problem with the suspension but it was very minor and they recommended an inexpensive clamp be tightened. Nothing more! I couldn’t believe my luck and good fortune to meet two mechanics who told me the truth and didn’t try to sell me a bill of goods (that I was ready to pay for).
Each time I took my car in, I would ask, “Should I fix this…. should I fix that?” Again and again, they said, “It’s not necessary”. What I appreciated most, was that they gave me a reason, explaining the problem and telling me when it made sense to take care of it in a proactive rather than reactive way. With these mechanics, it really felt like they were lending me their good judgment, giving me the “smart choice”, about what was best for me. My good fortune in meeting Steve and Terry turns out the be the same reason Manawa exists to serve its customers. These mechanics really do want to nurture long-term relationships and do the best for their customers rather than earn a few extra bucks for things the customer doesn’t need. My experience is that customers are much smarter today and talk. They eventually find out if they are being ripped off.
I have experienced the full spectrum of customer emotions from feeling helpless and dejected to elated and delighted. Our company, being service obsessed, came to be because we want our customers to know, “we’ve got their back, no matter what”. Our customers are hard working, successful professionals from many sectors. What they want are trusted advisors to join their team to help them grow. When they win, we win! The best way we help our customers is to remember, always, to put ourselves in our customers shoes and make sure their technology works all day, every day. We work hard to earn the trust and confidence of each and every customer. If a referral follows from a customer, we always thank them and immediately get to work on how we can do best for a new prospect or customer.
We’re always looking for fantastic people. If you or someone you know has a great positive ATTITUDE and loves working with people and technology, please contact me us careers (at) manawa.net with “Attitude is Everything” in your SUBJECT line. If you want to keep in touch, please follow us on on our Facebook page or @ManawaNetworks
Images from here