Treating your customers like rock stars
I swear I don’t go to Fine Tune Media for the chocolates.
Truth be told, I record all my company’s podcasts and produce my client’s radio ads there because the principals, Romel Best and Samantha John, offer the best darn studio recording services in the country.
Their studio is tiny but bright.
Romel and Samantha are professional but personal.
And whenever I go, Samantha remembers what kind of chocolates I like and stocks up on them.
Ok. So maybe it’s the chocolates that do it, but I figure its their big attitude that keeps me coming back and spreading their gospel. They prove that when you’re in business you need to treat customers and critical competents as if they are rock stars and celebrity guests.
Here’s the number one trait of customers. They’ll show up when they want to and they’ll leave when they feel like it. You can’t talk them into staying with your clever ads. You have to prove your commitment to them by keeping them so happy, it makes the emotional costs of switching to another provider super high.
Yesterday as I was producing a CHOGM ad, I mentioned to Romel that I used another studio while they were on vacation but because my experience wasn’t the same there, I came back.
I also consider myself a loyalist to exceptional work. But maybe too, Romel and Samnatha understand that building a tribe of loyalists means instituting the same kind of relationships that exist in families.
Service is about care, love, passion. Competence too for sure. But believe me when the four becomes one, well, we’re talking rock star!