Who is YOUR competitor?

February 26, 2010 · 1 comment

When I ask organizations to name their competition, they ALWAYS point out other companies in their respective industry.

Yet, from the customer or client’s perspective…that’s not the case.

Customers do not discriminate in their evaluation of the level of service you provide based upon your specific industry.

Here’s an example of how that works from a recent presentation I made to a large group of financial advisors:

Share and Enjoy:

Brad Plumb

I think customer service is often times defined by the individual, and not by the company or the industry. If my insurance agent decided tomorrow to start selling cars, I would buy my cars from him, and only him. His “trust capital” transends any profession he chooses. At that point I would be shopping for a new insurance agent regardless of the company.