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The Best Marketing Strategy: Care
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The Best Marketing Strategy: Care

The Importance of Customer Service in Business

A Memorable Delivery Experience

  • In December 2001, a significant snowstorm hit New Jersey on one of the busiest days for liquor stores, highlighting the challenges businesses face during peak times.
  • A customer called about her undelivered case of Behringer white zinfandel, which she needed for Christmas dinner. The entire case cost $45.
  • The speaker decided to personally deliver the case, taking two and a half hours to complete the delivery despite the adverse weather conditions.
  • Upon delivering the wine, the customer thanked him but quickly closed the door, leaving him feeling undervalued despite his effort. This reaction frustrated his father and staff who were concerned about lost sales.
  • This experience became foundational for how they treated customers moving forward, emphasizing that personal service can be a competitive edge in business.

Lessons Learned from Personal Engagement

  • The speaker reflects on not knowing the ROI of such an effort but recognizes its long-term impact on customer relations and business philosophy.
  • He criticizes modern businesses for lacking personal engagement with customers, suggesting that many operate without genuine care or connection.
Video description

-- ► Subscribe to My Channel Here http://www.youtube.com/subscription_center?add_user=GaryVaynerchuk -- Gary Vaynerchuk builds businesses. Fresh out of college he took his family wine business and grew it from a $3M to a $60M business in just five years. Now he runs VaynerMedia, one of the world's hottest digital agencies. Along the way he became a prolific angel investor and venture capitalist, investing in companies like Facebook, Twitter, Tumblr, Uber, and Birchbox before eventually co-founding VaynerRSE, a $25M angel fund. The #AskGaryVee Show is Gary's way of providing as much value as possible by taking your questions about social media, entrepreneurship, startups, and family businesses and giving you his answers based on a lifetime of building successful, multi-million dollar companies. Gary is also a prolific public speaker, delivering keynotes at events like Le Web, and SXSW, which you can watch right here on this channel. Find Gary here: Website: http://garyvaynerchuk.com Wine Library: http://winelibrary.com Facebook: http://facebook.com/gary Snapchat: garyvee Twitter: http://twitter.com/garyvee Instagram: http://instagram.com/garyvee Medium: http://medium.com/@garyvee