It was moving day, twenty some years ago. The trucks had long since
pulled away from our new home and we were left in that "what a mess
limbo" that you are probably all too familiar with.
We were also hungry and this was no time to hook up the stove and
go rifling through the stacked boxes to find our kitchen supplies.
With no phone installed, dad and two-year old daughter decide to try
out the brand new Taco Bell everyone
was talking about.
The parking lot was full but with babe in arms we filtered into one
of the LONG lines of eager first-time fast-food seekers and Sara had
her eyes fixed on the busy counter. As children have the uncanny ability
to do, during a dead silent
moment in the crowd, she screamed at the top of her little lungs,
"Daddy, look at that 'wary' big brown lady!!", pointing at the counter
person in charge of our line.
Look, I don't know how many shades of red a person can really turn,
but I know I must have sported them all. I can still hear both the
boisterous laughter and the silent gasps of sheer shock at this innocent
revelation. All I know is I felt
terrible that it was MY "out of the mouths of babes" that rocked this
joint.
When we finally reached the counter, I could only offer my most profound
apology to who would be this wonderful, large Afro-American woman
who said "No problem at all, I laughed too!". Phew!:-)
Well, 'Marva' and I starting chatting about her new job and other
things, and I told her I owned a drycleaning company in town.
Now, I admit that I still enjoy some Taco Bell fare, so I continued
to visit this location on occasion for over a decade. Each time, Marva
remembered my name, asked me how
business was, and of course, how Sara was!!
The point of this true story is very simple. Albeit a strange and
innocent way to make an impact, my two-year old tyke did just that.
And, in a big way. A strong impression that lasted more than ten years.
Each time I was there after that, I stood in Marva's line and whenever management wasn't looking over her shoulder,
I slipped her a nice tip which she always refused to take (but I always
won).
Although this particular fast food location is now gone, I will always
remember Marva and that day, and I'm quite sure Marva (and many of
the patrons, at least those with a sense of humor) will never forget
it either.
And so, we all should strive to make a profound impact on people,
especially in business, on our customers. Let me explain.
The very best way we can make an impact on customers is by making
sure our product or service itself makes one. Trust me, I'm not trying
to be boastful here, but by the time I was
finished writing my first book, The Ezine Marketing Machine, I knew
in my heart that if I could get it to sell well, it would help
an awful lot of people and make a strong impact on those folks who
wanted to use the best Internet promotion
method available in order to make a good living online.
Gratefully, I was able to launch successfully and with the help of
many dedicated resellers, turn EMM into one of the best selling Internet
marketing books ever. The evidence of the impact that this book has
made is clearly shown in the
testimonials I've received (this is about 1/3 of them) which I encourage
you to read:
http://www.interniche.net/said.html
Another great way to make an impact is with customer service. Let's
face it, most of the online population is still hesitant to spend
their hard earned money online. And who can blame
them with all the scam artists and hucksters hanging their crooked
shingles in cyberspace? Even the big brand websites are taking heat
for poor customer service.
Here's an example of someone who didn't like my book i.e.: an unhappy
customer. First though, my guarantee states "If you are not completely
satisfied with what my product does for you
after trying my Ultimate Marketing Method, I won't give you 100% of
your money back. Show me you've tried The Ezine Marketing Machine
and I'll give you 110%"
Now, this purchaser never tried anything in the book. Just stated
he thought the methods wouldn't work (wrong:-) almost right away.
I am too familiar now with the buy now/request a refund a half an
hour later scammers (like, at least don't make it so obvious:-) but
this person I didn't feel was one of them. So, without hesitation,
I rebated his credit card. This is what he wrote back:
"After doing business on the Internet for some time now, I must say
that although I didn't see the benefit in your product, I do appreciate
the level of customer service that you gave me. You refunded my money,
within 24 hours of my request, no questions asked. It is nice to
know that you are
running a first class business. I wish you continued success."
Now, I'm quite sure that a person who was impacted enough to write
the above to me has told all his online contacts about his experience
with Rick Beneteau. Word-of-mouth on the Web will always be the strongest
form of advertising!
Last example, and another odd one, but please bear with me. I received
an email a few weeks ago from a reseller. She had forwarded an email
she received from someone who offered her $10.00 to buy The Ezine
Marketing Machine (my reseller had
paid the retail price of $29.95). He was so bold as to tell her that
if she didn't take him up on his offer all he had to do was change
the ID# on the URL and someone else would buy it.
My immediate human reaction was anger. I mean, this
"sleaze ball" was canvassing my resellers to steal my work and undercut
me! Well, I had no choice but to immediately send a curt "Cease &
Desist" notice and threaten "swift and immediate legal action" if
he contacted anyone else in my organization.
I really didn't expect a reply but a few hours later came the "real
story". Here was a young man, full of apology, trying to "figure out
the Internet". I replied that if he had only
been "honest" with me upfront instead of trying underhanded tactics
he would have received a no-obligation free copy of my book. Which
was the truth. He received that copy and I know
one thing for sure - this young entrepreneur had the opportunity to
learn a valuable lesson and it's my gut feeling he did.
Bottom line: every time you make an impact, you make a difference.
Make a difference to your customers and you will make a difference
to your bottom line. I guarantee it!
About the Author
Rick Beneteau is the author of the best-selling marketing eBook, The
Ezine Marketing Machine at:
http://www.ezinemoney.net
Rick invites you to partner with him in his top rated affiliate programs
at: http://www.interniche.net