Thursday, June 7, 2012

How Box Brothers Networks with Property Managers

One of the original marketing methods we utilized in growing our business, was to reach out to property management firms and to resident apartment managers, to help us ascertain just how much moving activity
there is within their properties and developments.

While our pursuit was originally for the sale of moving related cartons for those who are moving, we soon found out that many property management firms and resident managers have rules for how a firm loads
and unloads on their property.   Further, elevator management in some complexes are limited, and management as well as fellow tenants, do not appreciate not having access to their elevators, when delivery
firms and movers monopolize their use.

We have made tremendous relationships just by making sure that when we deliver moving boxes, that we
do not block entrances, restrict use of the elevators, and we are courteous and we notify the customer to
expect us prior to making the delivery.

Many firms understand extra needs when delivering to, or servicing clients out of commercial buildings
due to requirements for proof of insurance, and dock access, as well as freight elevator access, but those
same firms, do not always show the same degree of due diligence in residential settings, but I believe that
is both a mistake and a tactical error on the sales side of the equation.

While this blog is not the place to take about other firms mistakes or errors, it is not a secret that a good
firm will always give the very best service, to its smallest customers and to its largest customers.  I have
never understood how someone regulates heart, concern and commitment to do it right and how respect
are things you can dish out like condiments.  

Successful firms are full of quality people who care about their customers and about the people they service
as they tend to understand that their customers are not numbers on a balance sheet, but the people who put
food on their families table.   This is a very hard lesson to learn for a lot of workers and heads of firms, but
today, in a difficult if not impossibly competitive economy, what is the point of doing it half way, as I have one question for those who think effort and the best possible service is something to only talk about in the
class room or board room......"how is that working out for bad service....?"

There are those in sales who say that I am of base to speak about property managers in this way as they are
not our customers.   Their tenants, who are the ones who are buying the boxes, are our customers, focus on
them, not the people who collect the rent.   Maybe they are correct, but we have received so many referrals
from property managers to their tenants over the years--for moving boxes, that I would have to disagree with this opinion, no matter how successful they are.

You just have to expand your definition of what a customer is, as anyone in sales will agree, that you take care of your referral sources and they will take care of you.   Like I said, it is just a question of definition.

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