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Verbal advice Off the Wall 11-30-06 Many years ago when I was living in Ohio, I had to be hospitalized due to some unexpected health problems. My parents, then, were residing in Oklahoma. Concerned about my well-being, my mother contacted the doctor overseeing my case and questioned him as to my diagnosis and prognosis. About a month later, my parents received a consultation bill in the mail that in their minds (as well as mine) was a bit exorbitant. I never forgot that incident. One day while visiting a pharmacy in Latrobe, I happened to chance upon a doctor. After greeting him, I proceeded to my business. When I returned to where we first met, I overheard a woman starting to ask him some questions. Halfway through the inquiry, the doctor interrupted her stating, "Please make an appointment with my secretary and we can further talk about your problem then." Actually, it all makes sense. Many of us fail to recognize that people such as this gentleman make their living by handing out verbal advice. But, I think there are two sides to the coin, as the saying goes. Every business needs to assert good public relations. On the other hand, compensation for services rendered is what keeps business in operation. Often, people will come into my store because they need to get something framed. I have gotten into a habit of roughly telling a person how much the cost will be without spending a lot of time with the individuals. Where I have gone wrong in the past is working up matting and framing for their artwork taking up maybe an hour's time only to hear, "Well, I'll think about it." My time and knowledge is valuable just as the doctors. This line of work is one of my professional pursuits and every minute I put into it, I believe, counts for something. Often I will get phone calls from anglers asking me questions about fishing. I will offer them free advice and even tell where I think they should go where fishing might be good. Since I used to fish the Loyalhanna Creek and some of the other bodies of water, I feel I know something about which I am telling them. Should I charge them for telling them information? No, it is my opinion, this is what I consider good PR and eventually these anglers will return because I fed them information that aided them in their pursuits. One thing I love to do is educate. Sometime back, a fellow showed me how to make loop knots. I love them because they are easy and fast to tie. One fisherman came into my shop not long ago and inquired what knot I thought would be the best to use. Not only did I tell him this one, but I actually showed him how to tie it, and then made a two-hooked rig with these loops on it and gave it to him. Should I have charged him for the information and the rig? Not from my perspective. To me, it was a way of showing him that I had a technique that worked for me and could be useful for him as well. As a result, he has returned many times thanking me for that simple gesture. Taking into consideration everything I've pointed out here, let me state some suggestions that may be of help to businesses as well. Citing example number one, my parents' surprise if my mother would have been told she would be getting a bill prior to asking, maybe it may not have been such a shock. Two, business owners should advise customers that with all advice given, a bill will be issued. Or, three, someone owning a business could state, "I'll give you some information, but if you need additional help, I'll have to charge a fee." Four, businesses should incorporate good PR as much as possible. Most the time, it will result in return business. Fifth, consumers must realize that income to any degree help pay the bills. And finally, the greatest tool that both parties can utilize is communication skills.
Paul j. volkmann 9/30/06 |
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