Going the Extra Distance to Meet the Customer

Donald Brandly, Farmer Business Systems’ sales and operations manager, has extensive experience with customers and clients doing business in a variety of industries.  He recently spoke at one of our company meetings and left us with a few notes.

“We all talk about going the extra mile for our customers,” Donald said.  But do we think about going the extra yard, foot or inch?”

That’s compelling stuff.  Sure going the extra mile is something we will all do.  That could something as radical as refunding a client’s money and replacing a machine.  But thinking about those other “shorter” distances reflects the opportunities a company has, as a valued partner, to scale their support for a customer.

“Recently our own Wes Flores answered a call from a client,” Donald recalled. “It didn’t have anything to do with a copier, a network or even a service call.  The client needed help opening a ZIP file and Wes walked her through it over the phone,” Donald said.

That level of detail, commitment and service is what sets companies apart from their competition, Donald continued. There are other things to consider, he added.  That list includes:

  • Control
  • Creativity
  • Competence
  • Collaboration
  • Consequences
  • Commitment
  • Communication
  • Charter
  • Clear expectations and a vision
  • Customer first

“We call it the ‘list of C’s’ inside of our company,” Donald said.  “In the successful organizations I’ve been associated with, they all follow these guides.”

Truly, if you are looking for a strategic partner in whatever phase or part of your business, look for companies that exhibit these attributes.  It will save you time, money and inconvenience, Donald related.

Donald and the rest of the Farmer Business team can be reached at 972-818-4500.

The Office Farmer