The Most Powerful Tool in Your Office
THE TELEPHONE
BY: DEBORAH MCKENNEY, FRANCHISE CONSULTANT
I n my nine years with Mr. Appliance ® I’ve heard Doug Rt hoeg Te or sp sGa uy ns ef rvaenr ac hl ti si me eo swtnheart shi en ct oh ue l nd ettawk oe rakn, yd roonpe tohf e m a n yTwhhi se ryee ai nr tmh ae rckoeudnat nr yoapnpdo rt ht ueny i wt yofuolrdDsouuc gc e’ sesdt.a t e m e n t t o be proven right when Steven Johnson, Mr. Appliance Over the Mountain in Birmingham bought an existing Mr. Appliance fsrtar un gc hg li es ed ifno rCai nfceiwn nyaetai .rTs haen df r awnacshjius set i nn eCvienrc ai nbnl ea ttiohma da k e i t owvaesr tthhaet ht huemypc.oTuhl de nm’ tagi ent i tshs ue ep fhroonme tthoer ionwg n. e r ’ s p e r s p e c t i v e C i n Wc i ni tnhai nt i tt hh reeyewweeree kbsooofkSetde voeunt taawk ienegkowv ei trht hs eerbv ui csei nceasl lss i n and hiring more technicians. When asked what he did dT ihf fee pr ehnotnl ye, hS taedv be ne esna irdi n, “gWi neg jaulsl tt ha ne stwi me er e, bd ut th tehdeapnrgi oprh o n e ! ” owner was letting the phone go to voice mail on the eveTnhinegostahnedr twheinegkeI’nvdesh. eard over and over again from fdriaf fnecrhe inste.”e sI ’,v“eMhye aa rr edai ti sf rdoimf f efrreanntc. hMi sye ceus si tno rmuer ra sl aarreea s a n d ldaor eg senm’ t emt raot pt eorl iwt ahne ar er eyaosufrr of rma nccohaisste- ti os -lcoocaast te. dT; hc eu st rt ou mt heirss i t wf i xaendt , tbhuet stahme ye at lhsion gwsa. nOtf tcoo ud resael wt hiet hy aw saenrtvtihc ee i cr oamp pp lai anny ctehsa t mb eatkreesa itte de afsayi rfloy ratnhde mg e tb ev ca al uues ef otrh tehyeamr eobnuesyyt. hTehye sypwe na nd t. t o
w h aAtc cc uo sr dt oi nmgetros ao fHsaerrvvai cr de cBoums ipnaens si eRs erveiaelwl y swt ua nd ty, a6b5o u t pa eornc ee -ncta sl la- iadn tdh- ed yo nwea inntt ek rnaocwt i loend. gMe ao bs tl er ef rsopnotnl idneenwt sodr ke fei rnse adn d “pkl ancoewd l oe dn gheoalbdl et o” as se aarbclhe ftoorasnosmweeor nqeu oe sr tti roannss wf eirtrhi on ug tt hb ee mi n g to sOonmee-ocanlel-ealnsde-.done tells me customers don’t want to lbeaacvke. aR emmees ms abgeero, gnevnoeircael lmy apiel oapnlde wt eanidt ftoor dsios mt r ue os tn seetrov iccael l cwoimt hp, awnhi ye swi no ut hl de tfhi resyt hpol al dc e- o. Iuf t t hh oe py eh oa vf eg edtitsi tnrgu sa t ctaol lsbt aarctk ? Papeoppolientamreenbtuasynd– mthoevyewoannwt tiothmthaekier alivceasll., schedule the b e cWa uhseeny tohue sppheonnt emdooneesyr ti on gg ei nt tyhoeu pr ho of fni ceet, oi t r’ si nrgi n. Og inn g ac uv es troa mg ee irt tcoo cs at sl l ayboouu. tD$o2 y0oiun rme aa lrl ky ewt i anngt ttoo grei st ka lnoes wi n g t h a t os opmp oerotnuen itthyabt ec caanuasne stwh ee rpqhuoenset iios nnsoat nbde ignegt at hn es wv ae nr erdo bl l yi n g ? Ya on ud rwpaeirt cfeopr tyi oonu mt oacyabl let ht heamt cbuasctko ma nedr smwa yi lbl el esaovme ae md oe;sbs augt e are Sytoeuvewnilhliansgatnoortihskeritq?uote I like a lot about keeping the customer first in everything we do. He tells his employees, “i nI cwoinl lvienncioennvc ee nai ecnucset oamn eerm, bpel coayue seebwe fi ot hr eo uI twt ihl le customer none of us gets paid.”
10
toolbox ® |4th Edition
Made with FlippingBook flipbook maker