How Customer Service and Marketing Go Hand in Hand

I spend a lot of time traveling between stores, and I am always watching for the way other businesses in all fields perform training, use marketing, implement marketing campaigns, and in general operate to be successful. Traveling to Houston recently,I used a lot to park in at Love Airport called the “Parking Spot”. I chose this particular company for the customer service provided and the curb appeal of their facility among other factors. I took note that I was waiting in a line that was moving efficiently with about 10 cars.  The facility next door had no line and attendants were slouching against the outside of the ticket booth wall. Their curb appeal was not as nice, but they were running a great deal. Upon entering the Parking Spot, I was greeted by a well groomed smiling employee that welcomed me to the Parking Spot and offered me free water and a morning USA Today along with the row number that had availability. Upon parking and approaching the shuttle, the driver assisted with baggage and also handed me a business card with my row number and spot number. The reason I mention the co,petition is the funny little thing that happened on our return trip. We were on the shuttle back to the lot from our return, and a block from the lot, a gentleman with a tip ready in hand,  approached the driver and explained that he was not in the Parking Spot lot, but in the lot next door. They had not given him anything with their name on it or used their name enough in the entry presentation to remember it. All he could remember was he was next door to the Parking Spot.  He meekly asked the driver if he could drop him off next door. The driver graciously complied with his request.

This illustrates the importance of brand and name recognition. It should also illustrate the importance of making sure new customers have a business card with your name on it, a customer referral card with your location on it, along with any other marketing material you can put in their hands. It is important to remember each employee, their appearance, and their actions are a reflection of the Brand. Keeping the curb appeal refreshed and pleasing is as important as paying the electric bill. Windows clean, paint refreshed, seasonal flowers and mulch refreshed as well as the parking lot being clean and freshly striped. A little care goes a long way to the bottom line. 

Remember, Keep Smiling... It is Contagious!