Hello from Studio 3B! Welcome back to the American Hardwood Advisor podcast. Today on AHA, host Steve Stack sits down with Baird Brothers’ commercial and residential sales consultant, Eric Hiner. Watch as Eric and Steve discuss customer relationship management (CRM), the importance of listening to customer needs, long-term customer retention, and customer base variety.
Providing the best customer experience doesn’t begin and end with a quality product. In fact, customer satisfaction is closely tied to the sales team because customer loyalty comes from customer-business relationships. Loyal customers don’t have to be homeowners or DIY-ers either; they can be other businesses with their own customer expectations to meet and exceed. A customer-centric business model is the best way to make current customers happy and turn potential customers into new customers.
If you want your profitability to grow, pay attention to customer feedback (including customer complaints). Customer support and customer communications are the keys to making repeat customers and long-term relationships. Strong customer relationships ultimately benefit your business as existing customers often spread word-of-mouth and bring in referrals. Positive customer interactions could be the thing that gives you a competitive advantage over similar companies. When it comes to managing customer relationships, the customer service experience can hold more weight than high-quality or new products.
Brought to you direct from Studio 3B at Baird Brothers Fine Hardwoods, AHA is your source for trends, tips, and insights into how the building industry has evolved. Join Steve Stack along with guest builders and industry leaders as they talk shop on what it takes to be the best of the best.
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