What Women Want
Mel Gibson starred in a movie back in 2000 called, “What Women Want”. As a result of an accident, Mel’s character could read women’s thoughts. Even though it was a funny movie, it revealed that men had no clue want women are thinking.
Same is true today in the business world. This morning I was browsing a contractors website. They’re business was building barns for equine lovers.
Tucked in this contractor’s website was a page named, “Testimonies”. I began reading what his customers had to say about him and his business.
About half way through the page, I came to a lady’s lengthy testimony about her entire experience with this small company. She outlined specifically why she chose this particular contractor to build her horse barn.
Please pay careful attention, because here we have the rare opportunity to to look into the mind of a customer.
This is her first reason:
Moderate Cost - I wasn’t looking for the lowest price builder, however, I had a budget to stick to and needed someone who would fit in that range. Of the six I looked at, you were situated in the middle of the price range and within my budget.
Notice first she wasn’t looking for the cheapest price. I’ve found in my experience, most customers aren’t. You don’t have to be the cheapest on the block, you only need to be competitive. Secondly, she had a budget in mind. Most customers have a budget and I’ve found more times than not, if you ask what they’re budget is, they’ll tell you. Thirdly, our favored contractor was in the middle of the six that gave her quotes. Like I said, all you have to be is competitive.
Second reason she purchased from this specific contractor:
Quality of Construction - Based on the photos and references I reviewed, it appeared that you were a top quality builder. I discussed your reputation with some of your competitors, and was pleased to see that even they spoke highly of your quality.
Here we find our customer was looking for quality. She looked at the pictures posted on our contractors website of projects he had previously completed. Do you post pictures of your completed projects on your business website? Might be a good idea if you did. Uh oh, she even asked his competitors what kind of a businessman he is. Believe me, your reputation is important and your competitors know your reputation! In one of my businesses, we routinely have new customers come to us and tell us how rude our competitor around the corner is. Lesson is, always do your very best because customers want to know and will ask.
The third reason our contractor won the day:
Speed of Construction - I needed a builder who could build me barn in a relatively short time frame, since my home in Cincinnati, Ohio was sold, and my family and horses were relocating on January 15. I was not going to receive my permit for the barn until December 27. I was requesting you to build a 128′ x 48′ barn in about a three week time frame, right in the middle of the holiday season.
Our customer had a very specific need, a barn built in a short amount of time which was in a typically bad time to get a project completed on short notice. Many times our customers have specific needs that if we can meet them, we win the day. Sometimes they tell us, oftentimes we find out these specific needs only if we ask.
The final quote from our customers letter:
I am pleased to say you exceeded my expectations in all three areas. I was so happy that all the costs were billed to me exactly as estimated. There were no surprises in the final invoices.
Our contractor deserves a medal, he exceeded her expectations! When you’re talking to your customers, are you making mental notes of what they expect? You should because if you fail to meet their expectations, you fail.
My final comment from our customer’s letter: All costs were billed exactly as estimated. Now this is huge because its common practice among many contractors to add some at the end of the project, just for good measure. No, no one likes the unexpected surprise of additional costs. If a project has unexpected expenses arise, tell your customer then, don’t wait to give them the “big surprise” at the end.
There you go, you’ve just had the rare opportunity to look into the mind of a very satisfied customer. This contractor did such a great job, I’m publishing his name and website, White Horse Construction in Chester County Pennsylvania.
Folger’s Coffee and Nickolay
I often marvel at today’s technology. This morning is no different.
I’m sitting at my breakfast bar, drinking my usual coffee, Folgers with a heavy dose of French vanilla cream. Next to me sits my long time friend and business partner, Nickolay from Kyiv, Ukraine.
Nickolay owns KievApartment.com, a travel office I helped him start about 10 years ago in Kyiv.
He’s enjoying my Folgers, but just black. We’re both online with our laptops. I’ve been checking email and looking at some sales figures from yesterday’s online activity. Nickolay’s had several conversations via Skype with clients and business associates in Ukraine.
There’s an 8 hour time difference between Northeast Oklahoma and Ukraine, so it’s late afternoon there. But because of the technology of today and a fast internet connection, there is no distance, really.
Because of this, the world is much smaller and your business network is potentially much larger than ever before.
I just think that is really cool.
The Price of Freedom
Free enterprise is a benefit of freedom. I’m thankful for the freedoms we have in the USA, although they are shrinking. It’s not so much of the liberal Dems or Obama, it’s more about the time we live in.
Some Iranians are sacrificing their lives in the name of freedom, not to mention the thousands that have been harrassed and injured. We live in perilous times, love and embrace freedom.
Have you ever wondered what happened to the 56 men who signed the Declaration of Independence?
Five signers were captured by the British as traitors, and tortured before they died. Twelve had their homes ransacked and burned. Two lost their sons serving in the Revolutionary Army; another had two sons captured.
Nine of the 56 fought and died from wounds or hardships of the Revolutionary War. Twenty-four were lawyers and jurists. Eleven were merchants; nine were farmers and large plantation owners.
They signed the Declaration of Independence knowing full well that the penalty would be death if they were captured.
Carter Braxton of Virginia, a wealthy planter and trader, saw his ships swept from the seas by the British Navy. He sold his home and properties to pay his debts, and died in rags.
Thomas McKeam was so hounded by the British that he was forced to move his family almost constantly. He served in the Congress without pay, and his family was kept in hiding. His possessions were taken from him, and poverty was his reward.
Vandals or soldiers looted the properties of Dillery, Hall, Clymer, Walton, Gwinnett, Heyward, Ruttledge, and Middleton.
At the battle of Yorktown, Thomas Nelson, Jr., noted that the British General Cornwallis had taken over the Nelson home for his headquarters. He quietly urged General George Washington to open fire. The home was destroyed, and Nelson died bankrupt.
Francis Lewis had his home and properties destroyed. The enemy jailed his wife, and she died within a few months.
John Hart was driven from his wife’s bedside as she was dying. Their 13 children fled for their lives. His fields and his gristmill were laid to waste. For more and than a year he lived in forests and caves, returning home to find his wife dead and his children vanished.
Freedom is never free!
