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One Great Thing I Did Last Year (That You Can Do This Year): ‘Your Repair is Ready’ Phone Calls | April 22, 2015 (0 comments)
Merrick, NY—In our ongoing series titled “One Great Thing I Did Last Year (That You Can Do This Year)," The Centurion asks retailers to tell us about one outstanding thing they did in 2014 that turned out to be hugely successful in boosting sales, profits, or efficiency. This week, Mark Moeller of R.F. Moeller Jeweler in Minneapolis, St. Paul and Edina, MN, shares his insight.
According to Moeller, this tip is “ridiculously simple and costs basically nothing: we call on every repair to let the customer know it’s ready. We average about 15 repair calls a day.”
But along with the message that the customer’s repair is ready, there’s a special offer made to each one. “My sales associates tell the customer that ‘if it’s inconvenient for them to come in, I will be happy to deliver it.’ The operative word is ‘I,’ says Moeller. “About one in 50 customers will take us up on that offer. The other 49 receive a strong message about the level of service we provide.”
And if that weren’t enough, Moeller takes it one step further. “I’m happy to personally make a delivery. I love the look on the client’s face when they open the door and see the owner standing there with their repair delivery.”
We can see how Moeller’s customers would love this service!
See The Centurion’s retailer profile on R.M. Moeller Jeweler for more background.
Click to view other "One Great Thing" stories in our series: