Touch Points -- They Matter!

I recently completed the sale of a home, and although it all went smoothly, one element stood out among the rest -- the performance of my moving company. This blog is not an advertisement for the company, but rather, an examination of key marketing elements called "touch points."

While most consumers share horror stories about their movers, I have nothing but praise for the company I hired. What made the difference? Every "touch point" I came in contact with provided a positive experience.

Let's break it down...

It started when my home was listed for sale. A company representative called me and offered to provide a free estimate. OK -- no big surprise here. When I told the representative that I was not that far along in the process, she asked for my permission to check in monthly with me. Check! Permission marketing.

Six months later when I had a contract on my home, the representative helped me set up an appointment for an estimate. The appointment, however, was scheduled during our once-in-a-century back-to-back blizzards and understandably, the sales person could not make it to my home through three-foot snow drifts. He rescheduled the appointment at a time that was convenient for me during a weekend. Check! Putting the customer first.

When the packing crew showed up the day before the move, the crew members were prompt, polite, and very neat. They gained my trust. The next day, when they actually moved my household, they arrived early, swiftly loaded the truck, and delivered the goods to my new home in record time. Check! Service exceeded expectations.

I ran into one glitch when I moved into my new home. I had planned to put some items in a storage unit, and discovered that I would need to use some of the packing materials from the crew, such as blankets and padding. The crew chief immediately called his supervisor and arranged for permission. Check! Immediate decisions at crucial moments.

Everyone in this company -- from the initial phone marketer to the crew that did the heavy lifting -- provided outstanding service. Each "touch point" that I encountered was positive, helpful, and professional. The results? When realtors, friends, and colleagues ask me, I will sing this company's praises. The power of word-of-mouth is mighty, and this company clearly "gets it."