Important,Words,Wisdom,for,Int business, insurance Important Words of Wisdom for Internet Success

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I live in a rural part of Connecticut and drive a Volvo wagon(I'm not sure, but I think it's a state law now that everyonehas to drive a Volvo). Despite its boxy, almost hearse-likestyling, I love it. Plus, the fact that it's a turbo makes thisfamily truckster a rocket ship on wheels. (This is an 850 we'retalking about, made when Volvos were still Volvos, before theywere Americanized by Ford. Ugh.)Recently, my car was in need of service which could be postponedno longer, despite my best efforts. Being out in the country,it's hard to find a good mechanic I can trust that can servicean import. As a result, I made arrangements to take it to one ofthe bigger dealers in the state, nearly an hour away.When I first called to make an appointment, the service rep waspolite, helpful, and eager to answer my questions. As I hadn'tpurchased the vehicle from them, a loaner was not available."Would you like me to make rental arrangements for you?" heasked. "I'll have them pick you up when you drop off your carand bring you back after you drop off the rental. I can get youa good rate, too.""Huh?" I thought, "You mean you're going to go out of your wayto solve my problems?"I've rarely experienced anything like that before, and neverwith a mechanic. I made the arrangements for the following week.When the day came and I walked into the service area, I noticeda conspicuous absence of, well, for lack of a better word,grease monkeys. Instead, I encountered professionally-attiredmen and women busily hurrying about their duties. They weren'ttoo busy, however, to extend a warm "hello - we'll be right withyou". I also noticed a fresh pot of coffee in the waiting area,next to the TV and very comfy-looking couches.I waited less than a minute before a service rep helped me. Igave my name, and my paperwork was there, waiting for me. Ididn't have to complete any forms, or give the same informationthat I had previously given on the phone all over again. Ialerted him to another potential problem, and he made a note tohave it checked out. He knew what had to be done, and wasted notime - all without making me feel hurried.This was mid-morning. He said he'd call me to confirm the work,and if all went well, the car would be ready by the end of theday. I handed over the keys.An hour later, I was in a meeting when my cell phone rang(normally, I turn it off - but this is my Volvo we're talkingabout here)."Hi Mr. Chapuis. I just want to let you know that everythinglooks good. It's exactly what you thought it was. Here's yourestimate...""What about that other problem?" I asked."Oh, that's fine. There's no need to have it done," he replied."I'll give you a call when the car's ready."After we hung up, I thought to myself: they could have milked mefor another couple hundred bucks (like many other mechanicswould have). I wouldn't have known the difference.Just after lunch, the phone rang again."All done Mr. Chapuis," the rep said.I was expecting the car at 5:00. It was ready four hours early.After the rental car agency drove me back to the dealership, Inoticed a conspicuously shiny vehicle backed into a parkingspace. It looked just like mine would if it were for sale on thelot. Upon further inspection, I saw that the floors were clean,too - spotless almost. Couldn't be my car."I hope you don't mind we cleaned your car up a bit," I was toldwhen paying inside."Huh?"I looked behind me for cameras or the ghost of Alan Fundt. Iwalked outside, a bit stunned by what had transpired.Before pulling away in my new-looking, smooth-driving car, Inoticed the service light hadn't been turned off. I went back injust as the shop was closing. I found a man in a sharp suit wholooked a sales manager, or at the very least, like someone whohas never had to scrub grease off their hands. A few secondslater, he had popped open the hood, removed some covers,fidgeted with some buttons and wires, and then merrily sent meon my way.I can hear you asking:"OK, Joe, what in the world does this story have to do withinternet business?"Everything. The internet is no different from the "real world".Just faster.Here are a few questions you need to be asking yourself aboutyour business and online activities:Is your organization trained to respond to inquiries in a timelyand professional manner?Are you catering to the customer's wants and needs?Are you showing an appreciation for your customer's business?Are you greeting and responding to people by name?Are you going out of your way to solve problems?Are your services saving customers time instead of wasting it?Are you offering solutions?Are you instilling a sense of trust?Are you delivering what you promise, on time?Are you delivering MORE than you promise?Do your customers leave feeling they received good value fortheir money?Are your customers consistently coming back for more?Are your customers so thrilled with your service that they'redoing the best advertising for you, for free?Bottom Line:If you're not answering "yes" to all of these questions, you'relosing money.I may or may not go back for something as simple as an oilchange. But, where am I going to go for a brake job or tune-up?Better yet, where do you think I'm going to buy my next Ford,um... I mean, Volvo?Wishing you much online success...