A typically untypical day.

None of my days are typical. Every day brings something new. Some days I wake at 10am and work until 3am. Other days I work until 3am and wake at 7am. Today was one of the latter days, and that’s fine with me. I sleep when I need to and work every moment I can. My company “gets this”.

Today I woke up very early (for me) and drove ~90 miles to meet with a customer that wasn’t 100% satisfied with us. I had talked to him on the phone, and he wasn’t even really sure why he wasn’t happy. So at 9:30 this morning I met him in his office and we talked, briefly. It took all of 30 minutes to understand he did not have a problem with our service, but with how he perceived we perceived him. He thought we had grown too big for him to be important to us.

Until I showed up. The fact I just drove 90 miles changed his mind.

Showing up is the number one thing you can do for your customers. Show up where they need you – in their office, on Twitter, Facebook, or comments on a blog post. Just show up. Showing up is 60% of selling, my dad says. Another 10% is knowing your customer and the other 30% is just caring. You may not agree with the math, but my dad was a top sales producer for decades. I trust his math.

Show up, know your customer. Give a shit. This is really a simple game we tend to make overly complex.

This is Social Media, New Marketing – whatever you want to call it. But it is the same old game, with the same set of rules – we just have better playing fields than my dad did. It is actually easier for us to demonstrate that we care, and that we are listening – and that we are learning. But you still need to occasionally actually be there – in person, with breakfast tacos and a smile.


  1. Hi Rob. Great blog and I’m glad you listened to your Dad, because he was correct! I too believe you just showing that you care makes all the difference in the world in customer service.

    Your post reminded me about my Son, Rob, where I now see his accomplishments, that he did pick up on all the stuff I impressed upon him. At the time, i didn’t think that he was listening, but now have evidence that he was.

    Keep writing and keep up the great work!
    Bob Collazo

  2. Kaylyn says:

    Hi Stranger! It’s been so long since I’ve commented on your blog, I’ve forgotten my registration information. I hope you remember me. 🙂

    Anyway, I could not agree with you more. My job is 100% customer oriented, I don’t sell I resolve complaints for my company-well try to anyway. By the time the customers get to me they have already been through several other people and are REALLY unsatisfied. Utilizing the methods you talk about I usually have a somewhat happy person by the end of our conversation. Granted, I don’t have the means to drive to their home, but I’ll offer them a meeting in my office if they wish. Often all they need is to know some one cares about them as a person and not a number. Oh, and to never ever say “I don’t know” you say “I’ll find that out for you”.

  3. @Paul – If you look at it in isolation, I would agree with you. But being helpful always pays off. Sooner or later 🙂

  4. Paul Claessen says:

    I admit, that sounds wonderful, and it must feel good, to do such good, but from a business point of view, I have to wonder how viable this is.
    I mean, if a hosting service like, for instance, “1and1”, would start today with sending managers on 90 mile trips to anyone who doesn’t feel totally happy with their service, they would be out of business by the end of the week.
    And it’s already Friday!