Letter on the Third — October 2020

Dear Datamax Family,

I’ve always been big on writing thank you notes.

As a way to differentiate myself from other sales people, I would write thank you notes after each prospect appointment. When someone bought something from me – and even if they didn’t – I wrote them thanking them for the opportunity. When I had created what we now consider a Raving Fan, I wrote a note asking them if they knew anyone that we might be able to help.

The power of the referral, i.e., someone who would happily recommend your products or services to another, cannot be understated. It’s one of the greatest weapons for growth we have in our arsenal.
The Net Promoter Score^® (NPS^®), a number that essentially measures customer satisfaction and retention, embraces that same spirit. It is one number that we should all know, because we all have a role in our collective score.

NPS^®strips away the complex customer models and cuts to the chase, by asking a simple question: “How likely is it that you would recommend our company to a friend or colleague?”

The idea is, the more “promoters” your company has, the bigger its growth. To me, a recommendation is the greatest accolade we can get.

You’ll learn a lot more about NPS^® in this month’s newsletter: How it works, why we utilize it, and what it means for our continual progression as a company. But the basic scoring elements are: Based on their responses on a 0 to 10 rating scale, we group our customers into “promoters” (9 to 10 rating and extremely likely to recommend), “passively satisfied” (7 to 8 rating), and “detractors” (0 to 6 rating and extremely unlikely to recommend). To that, I would add that we constantly monitor our score based on these customer surveys, and we make it a point to pay close attention to our “detractors.” As I always say, people respect what we inspect. When those numbers come out, we’re looking at those low scores, immediately contacting them and ensuring we’ve gotten whatever issue there was squared away.

For me, NPS^® tells us a lot about what our customers think of us. When a customer is willing to recommend you, they’re putting their reputation on the line. And they’ll only take that risk if they’re intensely loyal … and intensely enthusiastic.

That’s Creating Raving Fans. That’s staying in tune with our customer experience, even when it’s not rave worthy. And that’s always remaining green and growing.

Speaking of growing … in the one-on-one conversations I’ve had with people in Sulphur Springs, this acquisition is everything we expected. The people there are behind us, and now we’ve got to make sure the customers feel the same. This was about culture, and we’re finding out that the cultures do blend together. We look forward to a lot of success with Sulphur Springs being part of the Datamax family. The Best is Yet to Be.

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Letter on the Third — October 2020

Dear Datamax Family,

NPS® strips away the complex customer models and cuts to the chase, by asking a simple question: “How likely is it that you would recommend our company to a friend or colleague?”

For me, NPS® tells us a lot about what our customers think of us. When a customer is willing to recommend you, they’re putting their reputation on the line. And they’ll only take that risk if they’re intensely loyal … and intensely enthusiastic.

About the Letter on the Third.

NPS^®strips away the complex customer models and cuts to the chase, by asking a simple question: “How likely is it that you would recommend our company to a friend or colleague?”

For me, NPS^® tells us a lot about what our customers think of us. When a customer is willing to recommend you, they’re putting their reputation on the line. And they’ll only take that risk if they’re intensely loyal … and intensely enthusiastic.