April 2009 Issue
Water Garden News asked professionals in the water garden industry how they rate customer service and ensure that their customers remain satisfied. With the state of the economy, we also asked if businesses are doing anything different to get clients in the door. Here is what they said.
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Courtesy of Cioli & Hunnicutt/BowTie Studio
| "We send hand-written mailers to customers for more personal contact and included a free service call. It generated such a large return that we almost could not keep up with the responses. Hang on, and hold on tight; this is not our first recession, and it will not be the last. Do what you need to survive.”
Anthony K. Richmond, owner, Lawn & Garden Center, Gulfport, Miss.
"I get calls every day from people wanting service. If it weren’t for customer service, I would not be in business. Take care of customers, and take care of customers. All of my customers come from word of mouth.”
James Tillman, owner, The Pond Man, Dallas, Texas
"Customer service is the most necessary thing you can have for a business. If you do not have customer service, you do not have customers. By pleasing customers, you keep them for life.”
Alfred Baccigalupi, owner, Al’s Custom Ponds Plus, Meza, Ariz.
"We maintain contact with customers with fliers for spring start-ups and for winter shut-downs.”
Dan Ross, owner, Affordable Pond Services, Colorado Springs, Colo.
"Try to keep communication channels open as much as possible, and keep clients involved in the project from planning through completion.”
Kevin Shannon, owner, Waterscapes by Kevin, Meniffe, Calif.
"Be honest with customers. They appreciate that.”
Francine Lafferty, owner, Rolling Hills Ponds, Rolling Hills East, Calif.
"We increased advertising in addition to relying on word-of-mouth from our good client base. We also offer lectures on how to build or maintain a pond.”
Richmond Gwatkin, owner, Enchanted Gardens & Ponds, Orange, Conn.
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Marketing Success:
How do you market your products and services?
E-mail smeyer@bowtieinc.com with YSI in the subject line with your ideas by May 31. Selected responses will be published in an upcoming issue of Water Garden News |
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April 2009 Issue
Industry Professional Site: Comments from non-industry professionals will be removed.
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