Do You Offer Service Or Provide It?

Last week, we called two companies to get ideas and estimates on building a driveway gate.  Both companies had equally polite folks who answered the phone and asked the usual questions.

After both companies came out – I noticed something right away – they both offered service – but after talking to them both, only one really provided it.

(Names have been changed to protect identities!)

Barry. 

Shows up on time – jumps out truck and first thing hands me sample materials, a  binder of photos, price list, folder with customer letters, business information, etc.  He asked me to “thumb” through while he made a couple calls.  Seems he was busy – phone kept ringing, he talked about all his customers, and in between calls he was doing his best to answer my questions.  He gave his ideas, made suggestions about what type of fence would work, talked about cost, how quick it could go up, etc.  We spent about 15 minutes talking, he handed me his card and said, “Call if you have more questions.”

Larry. 

Same thing, shows up on time, has samples and a binder too.  He introduced himself, we spoke briefly about our families, businesses, etc.  He then asked several questions about our driveway, our goals for a gate, what we like, don’t like, etc.  We walked the driveway (it’s a pretty big area), he measured, took pictures of the landscape and mailbox.  Then asked more about our driving pattern (we have a big garage in the back of the house),etc.  After a bit, he went to a photo in his binder and said, “We made this for someone years ago. I don’t usually refer to it because it’s unique – but tell me what you think of this design – we could start with this and design it around your needs.”  He'd draw a couple designs and we’d go from there!

I noticed a difference right away.

Barry didn’t care about service. I was another estimate to get and just another job to add to his list.

Larry on the other hand provided service. He considered what we needed and worked around us.    

So – when was the last time you asked yourself - are you a Barry or a Larry?