Communication is Key – Ruta Sinusas!

Our theme for the year is “Communication Is Key”, but for me sometimes it is what we do and not what we say that has the greatest impact.

I had been at Maxons for three days when was I sent to a social media training seminar.   The last exercise of the class was an experiment to show how far social media could reach and how connections could help one another out.    The rules were simple –state your name and explain what your company does.  Someone in the room could offer to connect and explain how that connection would be a benefit for both of you.

As my turn came and I stood up to explain who I was and what my company did.  Before I could even sit down a man from the other side of the room raised his hand to connect.  His response was “I know Maxons, your company fixed my apartment last year after I had a fire.”  His connection statement was “I would recommend you to everyone I know.”

You would think it was a setup or Candid Camera (either way it was a Marketing Managers dream come true).  What were the odds of meeting someone three days into my job that knew what my company did and loved us?  After the class the guy stayed behind and spoke with me about how happy he was with the work we had done for him and promised to connect.  I thought he was just being nice, but I was surprised when two days later I got our weekly Facebook update and sure enough he had connected and shared our company with people in his profile.   To this day he passes on our tips and weather updates to his Facebook friends when we post them.

In his job history there were notes about email updates from his Project Manager and a call logged by his Project Coordinator to discuss the work schedule.  Final notes were about the job being closed and a Certificate of Satisfaction being signed.   Simply put we had let him know what needed to be done, when we would be doing the work and when he would be able to get back to his normal life. We did all of this before he needed to ask.

For over 60 years our clients and customers have been telling their friends, family, coworkers and strangers in a social media seminar about the amazing work Maxons does every day.   For me there is no greater proof of our outstanding work and communication skills than to hear about it from satisfied customers.

One of the “Golden Rules of Business” is one unhappy customer will tell an average of 10 people about their bad experience.  A happy customer will only tell about 1 or 2.   It gives me a special thrill to know that three years later he is still proving that the “good experience” rule is wrong over and over again.

~Ruta Sinusas, Marketing Manager

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