In my last Post I made a fair argument for the value of recommendations and in this post I'll do the same for customer feedback. Whether the feedback you've received in the past is un-solicited or you ask them for it, always get it in writing. If you are in the Customer Service or Sales worlds documented customer comments are HUGE! If you are out there building relationships they will follow through just as you have done for them so don't be afraid to ask them for thier experiences in writing.
Here are a few examples of what some of my previous customers had to say when I was working for a custom bell company, please note [ ] would indicate I have modified the text for privacy and licensing reasons:
Dear Randy,
I do not think when Mr.[M] began the [Bell Company] in 1981 that he would have ever imagined the word "google" factored into his future, yet that is in fact how I found you. How fortunate for our family.
I just wanted to drop you this line to say thank you again for being an Ambassador for [Bell Company]. John is sailing home as I write you now, from the Caribbean He is aboard his beautiful custom [name of yacht]. He was very touched to have received his now beloved [Bell] on his birthday, and it arrived in ample time, just as you promised. It was the crowning touch for his new yacht.
Despite John's career as a business leader through the years, and having received many generous tokens and gifts in his lifetime, I think you really tipped the scales by encouraging me to consider this quality and memorable treasure. (OK...maybe the rosary personally given to him by Pope Paul VI is up there with great memories too)!
We are in the process of building a [power yacht] 47 in Florida, and upon completion, I'll be touching base to ask you to design another [Bell] for her. We do not have a name yet, and I think the engraving will reflect our love for the sea. Just need to find the right quote. If you were here, I know you'd have just the right one.
I wanted to honor my husband and his love of sailing; your enthusiasm,
ideas about design, consideration for my budget, and grace and professionalism with which you transacted the entire process, made the decision seamless for me. Thanks so much for that.
Continued success in your work at [Bell Company], Randy. Your loyalty and service is a tribute that reflects the love of what you do and or the product you represent.
Sincerely,
M. [G]
Proud owner of a [Bell]
Maryland
More:
Randy,
Very recently our organization, the Virginia Maritime Heritage Foundation, bought an eight inch bell from you as a going away present for one of our captains. We had been looking for the perfect gift for someone who had just about everything you could ask for in the nautical department. We also had a very limited lead time for a bell of the caliber your company produces. The engraved bell your company produced for us was of the highest caliber, and the perfect gift for Captain [A], who had given so much to our organization. My experiences dealing with you directly were always positive and exemplified what I expect from a company that cares about their product, reputation, and clients. Everything about the experience was positive. Thank you for what you do, and the quality product you produce.
Sincerely,
Captain [H M]
Schooner Virginia
Virginia Maritime Heritage Foundation
Norfolk, VA
More:
Randy has worked with me on an exciting bell cast to celebrate my mom's 65th
birthday. He has been patient with my many suggested modifications, and very
professional from start to finish. His demeanor and actions consistently
exemplified customer service. It was a pleasure working with him.
Dr. [J A] MD
[Maine]
More:
My experience with you has been outstanding. Also my son related your
great cooperation with him in getting the bell he ordered on behalf of
my company as a gift at my retirement dinner on March 12th. My
understanding is you turned the order around in record time and
shipped to be available for the dinner. Your cooperation in dealing
with my subsequent order for a mounting stand was excellent as well.
Thanks again,
[B S]
BAE Systems, Retired
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