You’ve heard it ad nauseum: “the economy stinks,” “business is horrible,” “no one is spending money right now.”  So, as a business owner, what are you supposed to do? Fold up your tent and go home? Of course not. You need to roll up your sleeves and fight for your share of the business. Better yet, you need to get in there and get more than your share. 

So how do you accomplish this? With all things being equal as far as the pricing of your product or service, availability, etc., it’s the quality of your company’s customer service that will be the deciding factor for success. Right now, customers have the upper hand and they know it. They’re on the lookout for businesses that are eager to do business with them and aren’t afraid to show it.

At The EGC Group, we’ve heard this message loud and clear. That’s why we are urging our clients to not only adopt a more service-focused positioning, but to shout that positioning from the rooftops. A current example is the work we’re doing for Riverhead Building Supply. 

As you read this, we are rolling out a new service-oriented campaign that spans TV, radio, print, direct mail and online. This campaign reinforces what many people already know about Riverhead—that their service is superb and that contractors can always depend on Riverhead to get the exact supplies they need exactly when they need them. As a result, Riverhead looks good to their customers (the contractors) who in turn look good to their own customers because Riverhead helps them get the job done right, on time and on budget.

Who competes against Riverhead? You guessed it—good old The Home Depot. Home “D” talks a lot about service, but do they actually deliver?  In many cases, the answer is a resounding “no”. The lesson here is that the only thing worse than not taking a service positioning in this economy is to take a service positioning and not deliver on it. Riverhead Building Supply doesn’t just talk a good game, they play a good game and they’re in it to win it.

When it comes to delivering for their customers, Riverhead comes through. A practice we’re sure will not only help them weather tough times but also help them to thrive now and in the future. At The EGC Group were pleased to be a part of their success. So, how can we help you? (See, there’s that service positioning again!)

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