- On today’s episode, Alex Melen talks to Shannon, Penji’s Partnership Coordinator, about the best ways to support a customer if they have an issue. Here are three things you’ll learn in this episode: 1. Investment in Long-Term Growth: Smartsites’ growth is driven by a strategic investment in their own marketing and employee development, rather than focusing on immediate transactional returns. They spend a substantial amount on marketing (e.g., $300,000 a month) with the understanding that the returns will be realized over the long term through the lifetime value of clients. This approach contrasts with a short-term ROI mentality and emphasizes building a solid reputation and generating leads that will contribute to sustainable growth.
- Reputation and Unique Selling Proposition: Smartsites relies heavily on its strong reputation and positive reviews to attract clients, avoiding traditional outbound sales methods like cold calling. Their proposal process is focused on responding to inbound inquiries, explaining their unique services and processes, and leveraging their reputation to differentiate from competitors. In situations where they are in a bidding war, the emphasis is on showcasing their distinct value proposition and ensuring that their sales team effectively communicates their unique approach and expertise.
- Effective Customer Service and Empowerment: Addressing customer dissatisfaction promptly and effectively is crucial. Smartsites has a dedicated senior-level role to handle client issues, empowering this person to make decisions and resolve problems without needing extensive approvals. This approach, similar to the Ritz-Carlton’s $2,000 rule, ensures that customer service issues are managed efficiently, enhancing client satisfaction and maintaining a strong reputation.
January 10, 2025 Paramus, NJ
