Leave it to the endlessly greedy NFL owners to pass on a great PR opportunity in favor of once again being perceived as a bunch of greedy bastards.
it to the endlessly greedy NFL owners to pass on a great PR opportunity in
favor of once again being perceived as a bunch of greedy bastards.
in business outside the world of professional sports does not dream of having
customers that you can call “fanatic” about your product or service? Who would
not love the opportunity to fit out these customers with all manners of
clothing and just about anything else with their company’s logo? And have the customers pay sometimes
outrageous prices for the clothing and other stuff.
is why I am amazed to hear reports of the National Football League threatening
legal action against peddlers of Who Dat? T-shirts and other items down in New
Orleans in the lead-up to their appearance in “the big game” (afraid calling it
by the name you would all recognize might earn me a “cease and desist” letter).
Where was the NFL in even one of the 44 prior years the good citizens of The
Big Easy celebrated and supported this (often struggling) team?
are some lessons here and even though I know the aforementioned greedy bastards
will not get it, maybe some of the rest of us in business will. From my point
of view the lesson is real simple. There is a time to stand up and defend your
legal rights and there is a time to actively pursue the position of “good guy”
and simply sit down and shut up while your customers have their fun and enjoy
to service customers with the mission of taking them from “satisfied customers”
to “fans” takes a lot of focus and attention to details. Once you have made the
customers so glad they are doing business with you that they will tell their
friends and family about you, the mission has not been accomplished. You must
work to keep your customers in the “fan club” with every single touch, be it a
simple phone call, a cherished referral, a repair job, or a new opportunity to
bid more work. Take them for granted once and they will drop from your fan club
and start talking about you the way I talk about NFL owners.
Damato of the Day Is... "Who Dat? Who Else?!"
By Rick Damato
Rick Damato is the editorial director of Roofing Contractor. He has held a number of posts in the roofing industry since 1974 and has contributed to the magazine since its inception in 1981. He can be reached at 770-331-7858 or on Twitter @RoofsByRick.