Business Success Thursday #121

Today’s quote: “Build something 100 people love, not something 1 million people kind of like” – Brian Chesky, Co-Founder & CEO, Airbnb

What is your MCM?..

A simple way to improve your sales is to clearly identify your MCM.

MCM stands for Main Customer Message.

In other words

‘What message are you trying to convey to all your customers with everything you do?’

Let me explain:

A business colleague was chatting with Chris the owner of a specialist plumbing business in Auckland called K10 Plumbing

Chris told my colleague the main customer message he wants to communicate is that K10 Plumbing will always “start strong and finish strong.”

In other words, when you first meet Chris or any of his team you get a great impression.

You also get a great impression during the work they do and long after they finish the job.

One thing Chris does to ‘finish strong’ is to handle any customer concerns fast after his team has done a plumbing job.

So if a customer rings up and says they have an issue with something, Chris will put that client at the top of the list and have someone on-site fast to sort out their concerns.

Chris says that many tradespeople he has met are strong starters but not so good at finishing.

I also like what he has on his website.

He says in big bold letters

‘There are no problems only solutions.’

Take Action:

What is the MCM (main customer message) you’d like customers to get when they interact with your business?


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