Sporting event tickets, high-end gifts are NOT an effective trade-off for superior service

By
Mortgage and Lending with Crescent Bank & Trust

I have no statistical basis for this, but as you know by now, I'm never reluctant to pass along my un-varnished opinion.

Go to fullsize imageIn my 21 years as a Georgia community banker, I've learned that the people & companies who truly succeed are those who provide consistently superior service by sweating the small details. Those who either can't or won't do what's right always resort to 'purchasing' customer loyalty with expensive gifts. It's the same as the non-custodial parent who's compelled to buy big-ticket toys for the child they lost custody of. In the end, you can buy neither love nor loyalty.

Relatively inexpensive tokens of appreciation are one of the crucial details that turn customers into raving fans (It's the thought that counts).

When I'm the customer (i.e. of a real estate closing attorney, etc), receiving front row tickets to a ball game leads me to assume that there was too much margin there. I'd much rather have paid less for the service & skipped the ball game.

As a case in point, next time you eat at Chick-fil-A, try saying "thank you" to any employee in the building. If the response isn't an enthusiastic "My pleasure", I'll buy you a chicken sandwich next Sunday. (Obviously I'm pretty confident about this. Chick-fil-A ain't open on Sundays.)

Again, this is my opinion, which is usually somewhere way past the right field foul pole.

Posted by

North Metro Atlanta community banker, Woodstock, GA

Comments (2)

Jackie DeShazer
Montana Country Real Estate - Libby, MT

I agree you can't buy people's loyalty with big ticket items. If it was up to me I would rather have good service and a reasonable price too!

Apr 05, 2009 09:24 AM
Clark Blackwell
Crescent Bank & Trust - Woodstock, GA

Jackie, Thank you for reading my post! The first time I became aware of someone trying to buy loyalty was in dealing with a local real estate attorney about 15 years ago. He had box-seat season tickets at all the local sports arenas but it didn't take long to figure out why. He was a LOUSY attorney, and a loud, obnoxious drunk on top of that.

Apr 06, 2009 01:24 AM