TJ was doing some construction work for the homeowner, and he noticed something unusual about the paint texture on the storm door that he was about to install. The homeowner had purchased the door, and when TJ was getting ready to install it, he noticed that the door had a grainy texture to the paint instead of being perfectly smooth. “That’s not right,” TJ said, and he talked with the homeowner and investigated whether the paint job was defective or just a different finish than expected.
As he was walking through the house, he noticed cracks on the wall and remembered about some recent construction that had been done near that spot. He said “that’s not right,” and he told the homeowner, investigated the cause, and offered some potential solutions.
As he was getting ready to wrap-up his work, he noticed some trim at the house that could use a fresh coat of paint. “That doesn’t look right,” he thought. He wasn’t a painter, but he offered the homeowner two different painters whom TJ trusted to contact if the homeowner wanted some help.
TJ was observant and proactive. He didn’t make or buy the storm door, he didn’t cause the crack in the wall, and he wasn’t a painter. But he noticed all the concerns, proactively brought them to the attention of the homeowner, and gained nothing directly from any of the issues. In fact, it required more of his time than ignoring the issues would have required.
But TJ was focused on identifying the needs of the customer and doing what was best for the customer. Know that TJ has gotten multiple referrals from that homeowner and also got some repeat business as well.
Be like TJ. Look around. Identify customer needs and point them out to the customer. Maybe you can address the needs, or maybe you’ll just recommend a course of action to the customer. But by being proactive, you gain trust, respect, and loyalty.
Identify situations where “that’s not right” to get the right kind of relationship with your customer.
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