“Where are you? We miss you! Does your new firm want our business?” Tom, the COO of Erin’s best client at her former firm had tracked her down.
They needed their large volume of data managed accurately and on time, which Erin does spectacularly well. Tom and Erin had gotten to know each other during an intense project he had led. She moved to another provider because she didn’t feel anyone really respected her work, and had been with my client just 5 months. Now, how would a technician who is not a sales person, handle this conversation? And how would the promise that had led her to change companies be feeling to her after 5 hard months in the trenches?
One of the things I’m most proud of about my EOS® clients is that the system allows them to easily translate the founder’s enthusiasm throughout the whole organization. In this case, the leadership team had done a great job of building fanatical execution and fun into what otherwise could be pretty dreary work. Erin was excited to raise issues in regular Level 10 meetings™ when something interfered with her getting her work done well. Her response to Tom? “I LOVE these guys! You’ll love them too. Here’s Mitch’s contact info, and I’ll give him yours.” She even told him what their three unique attributes in the industry were. Pretty good for someone who’s not in sales!
Mitch and his team now have the delightful challenge of integrating a new customer that will add 10% to their revenue – just like that!
His take on it? He, who prides himself on his great sales ability? “We do all the sales and marketing in the world trying to reach customers like this, and then they come in through a technician because our culture is so good! Humbling! Awesome!”
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