Delivering Stellar Customer Service = Lasting Customer Loyalty “People don’t care what you know until they know you care.” Anonymous

Since JMTE opened its doors for business nearly 14 years ago, we have gained a wealth of knowledge about what our clients want and don’t want. We have learned from listening intently to them, from personal experiences, as well as observing our competitors in the marketplace. Successful projects and long-term client relationships don’t happen by accident…they happen because the right things are done. Here are a few things we have learned over the past decade that are critically important as we strive to deliver stellar performance and build lasting client relationships:

·       Speedy Delivery. The most critical metric currently used by our clients is the speed at which our services and products are delivered.  If we take too long to return a call or deliver a product, we know our clients will go somewhere else. We have learned never to be late and always strive to be early.

·       Genuine Interest and Empathy. Taking a personal interest in our clients and striving to really understand the role our services and products play in making them more successful, is essential to building lasting customer loyalty. It’s important to educate the client and help them improve their operations, ask for their opinions, and make them feel important. We strive to find ways to express our gratitude by saying “Thank You” in meaningful and memorable ways. 

·       Quality. Our clients care less about our detailed and rigid processes but more about how we will exceed their expectations and contribute to their success. Henry Ford said many years ago, “You can’t build a reputation on what you are going to do.” Our relationship and performance must be resourceful and amaze the client, exceeding their expectations each time, every time.

·       Trust. We have learned that trust is a function of our personal intimacy or relationship along with competency, degree of risk and history. To build trust it is important to start the relationship from a position of trust; listen with an open mind and respect other’s opinions; admit when we make a mistake; give credit where credit is due; and be consistent in what we say and what we do.

·       Price. While price is important and will sometimes determine selection, one of the reasons we have so many repeat clients is because our public and private clients have voiced their trust in our ability to get them across the finish line. They tend to focus on value, the superior and continuing combination of quality and price coupled with speedy delivery and commitment to their success. In a competitive setting we will rarely submit the lowest fee and always prefer engaging with our clients through a Quality Based Selection (QBS) process. 

Jeffrey Gitomer is an American author, professional speaker, and business trainer who writes and lectures on sales, customer loyalty, and personal development. Jeffrey owns some of the most poignant one-liners that all of us can learn from as we seek to deliver stellar customer service and build lasting customer loyalty:

“Customer satisfaction is worthless. Customer loyalty is priceless. Customers will want to talk to you if they believe you can solve their problems. Quality performance (and quality service) starts with a positive attitude. In sales, it’s not what you say; it’s how they perceive what you say.

You don’t earn loyalty in a day. You earn loyalty day-by-day. Great salespeople are relationship builders who provide value and help their customers win. Rich relationships lead to much more than money. They lead to success, fulfillment, and wealth.”

JMTE is grateful for the opportunity to serve hundreds of public and private clients throughout the country over the past 13 years. We look forward to sharing our passion for speedy delivery, genuine interest, empathy, quality, trust and value pricing with many new clients in the years ahead. 

This is an unpaid commercial advertisement from a traffic engineering and transportation planning firm that cares about making its clients successful.