0816_TOEFL-Test-and-Score-Manual-1997

Customer Service ● 253
Advisers, many of whom work part time, earn commissions of up to 25
percent after paying $399 for training, fabric samples, and sales materials.
The business model seems to be working. Brian O’Malley, a board
member and investor, said the company benefits financially by not making
a shirt until it’s sold.
GREAT
Demand Great Service from Vendors
David Gumpert, an author, journalist, and consultant
shared this idea when we met a few years ago in
IDEA
Washington, DC.
He doesn’t niggle on price when he’s negotiating with new suppliers or
vendors. Instead, he tells people: “I will pay you top dollar, if you promise
to always give me excellent service.”
That means they will return his phone calls promptly, deliver his order
on time, and resolve problems quickly. He said his strategy works. Vendors
appreciate not being beaten up over price and provide excellent service in
exchange for being paid fairly and promptly.
It often makes sense to pay more for good service. For example, when
you need technical support, you may have the option of waiting on hold
for hours, or paying to be helped immediately.
Remember, your time is valuable.
GREAT
Get to Know Your Customers Personally
Soon after landing a job as a financial reporter at the
IDEA
Los Angeles Times Orange County, California, bureau,
I was sent to interview David Tappan, then chairman of Fluor Corporation.
Fluor is a giant, a global engineering and construction firm. Anxious
about meeting with such a high-profile executive, I did my homework.