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Kelly's Kindness Marketing Story
By Kelly Warner
Contributing Writer
Article Date: 01.21.03
We are a web development company in Omaha, NE. Kindness Marketing has helped us in two ways - gaining new clients and retaining current ones.
Gaining new clients:
We never speak poorly of our competition. Whenever a potential client calls to inquire of our services, we tell them up front that we will not be the cheapest bid they get. We tell them to run through our clients page and contact anyone there - we do not supply them with a pre-selected group of clients to contact (a group whom we have "set-up"), they can speak with any of our clients. We also give them a list of questions to ask any development company they are interviewing.
We have a cd rom we provide that walks them through our set-up process and what they need to consider/plan when developing a site - this is all information we provide whether they become our client or not. More often than not, being honest upfront about our costs and providing good information they can use, they come back to us.
Retaining clients:
We are not an ISP, we are a web site development firm. We always tell our clients this from the onset. However, we have assisted many clients with finding an ISP and even with setting up in-house mail systems. As some of our clients are computer-illiterate and this may be their first foray into the internet, we do as much as we can to assist them and educate them in the process. We have clients who pass along solicitations from other firms - asking us to analyze the offers they receive. Not only do our clients not respond to our competitors' offers, they actually pass the information to us.
We have found that if we are honest and forthright, provide information and education, assist with things that are "not our department," clients commit to us and stay with us. We have several clients who have been with us since we started almost 6 years ago. It has gotten to the point where we do not even advertise - our business is generated via word-of-mouth. I credit our clients for our success.
Kindness in regards to search engine submission:
Just one example is About.com - when we complete a site, we find the appropriate category(ies) and email that editor. The email is always information yet concise and polite. I request they review the site, give them a bit of information on the site, and thank them for their time and consideration. I have never had a site rejected.
Thank you for your attention to this matter. It seems, both online and off, that kindness breeds kindness (what goes around comes around) and customer service is key, whether the person/company is your customer or not.
Kelly Warner
Director, Project Development
Cyberlaunch
402-498-9080
kawarner@cyberlaunch.net
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