Behold the Jar
We like our RIB. We love our RIB. It’s an essential part of our lives and the passion is … well … let’s call it kinda cosmic.
We would like it in our living room or in a special place where we can watch it at all times, feel the waves again and smell the wind.
As we walk around the engine fumes prickle our brains and yes, we get RIB high. For us it’s a natural high.
Some of us are the lucky ones. They RIB nearly every single day!
We call them ‘the Chosen’.
But when your a newbie and when it comes to finally buying our RIB, you consulted the oracle a hundred times.
The long awaited moment is finally here…
You carry the golden coins in a jar and our your hands are sweaty. Sometimes you had to fight for these coins but you did it.
And then, like the sky is opening to reveal the sun … there is the one and only, the key holder to our passion: the dealer. The one I trust.
The sequel is known. I RIB and have stories to tell.
But It’s Not All Rosy
The fairy tale can end in a nightmare…
The product is outstanding, the references breath taking, the build and functionality jaw-dropping but when the dealer chooses to head down another way, he leaves a trail of angry passionates with empty jars behind. What happened to customer service? RIB enthousiasts full of disbelief, some angry, some fierce are left in the dark.
Patrick Maes from CPI-Commercial Performance Improvement, summarizes what the right mindset of a company should be:
Customer service is the new selling. Therefore make sure that your customer ends up in the service experience of your organization as quickly as possible.
This means that a company big or small, has a process, a flow to empower that service. This is an investment in client loyalty.
The ‘value delivery’ is the moment for companies to start up and cross selling. Put your focus on repeat purchasing.
And that’s the way the cookie should crumble.