Masonry Magazine June 2001 Page. 24
the fom
company
Call The FOM Company, Ltd. for THE BEST foam core fill insulation for cmu's.
The Best R-Value...
The Best Pricing...
The Best Coverage...
AND
The Best Contractors!
For Information on Joining our National Network of FOM Insulation Contractors, CALL 1-877-381-1200 or write:
The FOM Company, Ltd.
1920 S. Main Street
Akron, OH 44301
See us at the MASONRY SHOWCASE Booth #349
www.thefomcompany.com
The FOM Company is proud to be a member of the Masonry Institute and The Mason Contractors Association of America.
KHK Scaffolding Houston, Inc.
(800) 545-0075 Fax: (713) 465-9965
* Scaffolding and shoring frames are manufactured at our Houston facility.
* All frames are powder coated for long-lasting durability
* KHK guarantees the highest quality at the lowest prices.
24 MASONRY JUNE, 2001
Offer customers a hearty greeting whenever they walk into your place of business. Shake their hands.
Allow your customers to determine employee bonuses or awards.
Personally deliver urgent goods to customers' homes or places of business.
Offer refreshments at your place of business.
Answer your telephone within three rings.
Offer a no-questions-asked refund on unsatisfactory merchandise or services and follow through on your commitment.
Ask customers, with courtesy and enthusiasm, how you can help them, whether you're speaking in person or on the telephone.
Hold the door when customers enter your office.
Take responsibility for any problem. And when a customer raises a need or question, address it directly, rather than referring the customer to someone else.
Create a simple customer lounge outside your office.
Make it easy for your customers to contact you. Give them in-person, telephone, fax and e-mail order and customer service capabilities.
Offer free services, such as research, gift wrapping, delivery, or other ancillary services.
Offer customers unexpected gifts when they pay their bills.
Invite customers to evaluate you and your service every time they deal with you. Pre-addressed, pre-stamped comment cards do the trick.
Match your competitors' prices.
Carry bags or other items for your customers.
Offer a "needs assessment service" to customers.
Meet customers at times and places convenient to them.
Whenever you speak with customers, signal your understanding of their thoughts by gently nodding your head.
Offer advice about products or services they've recently purchased.
Confer membership in a preferred customer club or product-related club.
Allow customers to liberally sample goods and services.
Invite customers in for an ad-hoc "customer advisory council" meeting over coffee or lunch.
Offer a "customer orientation" program. Introduce your peers or subordinates, and the workings of your business.
Participate in community or charitable activities at the request of customers.
Never forget to say "thank you" to your customers.