Making Your First Million.pdf - Association of Net Entrepreneurs and ...

Making Your First Million
If you're making a motza out of their efforts, reward them. Send them to customer service
training seminars. Praise them when they look after customers well. Remember, anyone
can do the job well. You're paying them to do the job brilliantly. Encourage your
customers to nominate staff for excellent service awards. Mail each customer a 'Customer
Satisfaction Survey' and ask for suggestions as to how you can improve your service. Just
this one thing will radically improve your sales. Three days after taking the dog to the vet
we receive a follow-up call asking after her health. It might be just marketing but we
won't go anywhere else. Remind your staff that you're paying them a profit share over
award wages as a reward for good customer service. Anyone who won't or can't go the
extra mile, pay award wages till you can either turn them around or get rid of them.
They'll soon get the idea when their mates are earning 3 times their wages.
How will Rod go? It's early days yet. Now that he has his new premises he's starting to
expand into fleet sales, particularly to local authorities. He has a great product, well
priced, that's good for the pocket and the environment and he's developed an information
pack that draws the customer through the purchasing decision in a gentle selling process.
He has become entrepreneurial through doing Dale Carnegie courses and reading books
like this. He never stands still. He is always looking at improving his service, looking at it
with customers' eyes. He has employed a factory and office manager so he can focus on
customer and staff liaison as well as new customer acquisition. He now has a staff of 8
and converts between 8 and 12 cars a day. His volume buying has allowed him to offer
the most competitive after-market pricing and he is now getting inquiries from the
Sydney market. His next step is larger scale pre-market fitting for institutions such as
banks and government departments now that he has established some strategic contacts.
He is also working on larger deals with fleet leasing companies and has established good
personal contacts with the biggest of these.
If he continues in this fashion he will open another outlet in Sydney within the year and
inside ten years he will have a chain of franchised operations similar to Bob Jane's Tire
Marts. It is possible. All it takes is vision.
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