tag:blogger.com,1999:blog-30346489.post2625559311683159800..comments2024-03-20T11:22:09.369-04:00Comments on Flooring The Consumer: Tom Jennings - Installation is Not a Dirty WordCB Whittemorehttp://www.blogger.com/profile/03737846177421292411noreply@blogger.comBlogger2125tag:blogger.com,1999:blog-30346489.post-46316091315652858572008-02-22T21:38:00.000-05:002008-02-22T21:38:00.000-05:00Becky, thanks for the points you make. I love how...Becky, thanks for the points you make. I love how you describe that "the service experience has to shine more brightly than anything else." Oh, yes! You rock, too!CB Whittemorehttps://www.blogger.com/profile/03737846177421292411noreply@blogger.comtag:blogger.com,1999:blog-30346489.post-7260338448478324812008-02-21T16:46:00.000-05:002008-02-21T16:46:00.000-05:00Great post, CB! I am completely on board with a s...Great post, CB! I am completely on board with a shift in focus from the product to the customer. Yes, your staff is a key competitive differentiator - but so is the experience, as well as what you know about your customer (from the interactions you have with them) that your competitors don't know. When companies use their knowledge of customers to understand customer needs, then exceed expectations, they take great strides in building a long-term customer relationship!<BR/><BR/>Cheers for you also on your takeaways on service. It can't be an afterthought - in the flooring business especially. You are coming into someone's home or business. It is personal. It is a key customer touchpoint. The service experience has to shine more brightly than anything else. Do installers shine brightly? :) Some do, some don't. It needs to be consistent to work.<BR/><BR/>Thanks for your great insights. You rock!Anonymousnoreply@blogger.com