Monday, August 06, 2007

How Do Your Customers Find You?

I just called my plumber, Levine and Son's to fix my stopped up sink. I have been doing business with them for over 10 years. I am a member of their family club. One look at my record would show that I am a loyal, long time customer. But the woman who answered the phone asked. 'What did you use to get our number?' Frankly, I was a bit surprised. I am used to being taken for granted at most of the places I do business. I asked her why she needed to know this. She explained that this was so they could make sure they were spending their advertising money well.

It turns out that the yellow pages was still the most effective source for new clients. But her repeat customers used the paper cubes they gave out and the stickers that they place on their appliances.

"Where did you find our number today?"
It is a really good idea to ask this simple question to your customers when they call. Although you may ask this question for your new customers, it makes good sense to ask it from your loyal customers too. You just might find that you are spending you money in the wrong places.