We’re being taken over by the world of instant communication. The closer we get to people on electronic equipment, the further apart we drift.
Walk into a coffee shop and search for a table. Half of them are already occupied by empty coffee cups and laptops. Some of the laptop society probably sit there all day thumping away. Never mind anybody else!
Stroll outside and look around you. Hundreds of people busy chatting away on their cell phones. Should you happen to meet somebody you know, don’t be surprised if you get the big brush off.
Can’t help thinking about Brendon, our plumber. Always on hand whenever we need him to repair something in the apartment. No job too big, none too small.
To get in touch with Brendon you need to ring him at home on his landline. Of course, he’s never there. Far too busy. Day and night. So, you are invited to leave a message.
Brendon will usually call back within one hour. He never misses the opportunity to return a call. But how does he get the message so quickly?
Recently, I asked him why he didn’t carry a cell phone. Wouldn’t it be more convenient to take direct calls?
"Not at all," he replied. "I’d never get any work done. People would be forever phoning me and wasting my time."
At home, his landline is always manned by somebody; either his wife or member of the family. No need to employ anybody. It’s a family business.
Yet, Brendon does carry a cell phone, but the number is only known to members of his family. When a call comes from a client to the landline, he’s immediately informed on his cell phone. Your call is quickly returned.
Little wonder Brendon is always busy. He understands the meaning of customer service and satisfaction.
"Where do you advertise?" I asked him.
"No need to," he replied. "Just word-of-mouth."
Lloyd Masel. Advertising Consultant.