Cultivating Customer Relationships with Rae Cerasoli

• 01:44 - Developing People Skills
  “I try to focus a lot on positive energy. Part of my job is talking on the phone with people. You have to shine through the phone so they feel that from you.” 
• 04:00 – Cultivating and Maintaining Connections
  “Always touch base with your clients, even if it’s just a phone call to say, ‘Hey, I heard the weather was bad over there, so I wanted to check in on you.’” I check in with my big clients at least once a month.” 
• 07:54 – Why Fostering Relationships with Clients is So Important
  “I believe that once you have that connection with customers when it comes down to it, they feel comfortable calling you.  
• 11:39 –Beginning a Relationship with Clients
  “I always spend a lot of time with them and always follow up with an email with spec sheets and details the customer would want.”  
• 15:09 – Listening is Essential
  “You have to have the listening skills down pat because you really need to hear what the customer saying.” 
• 19:41 – Benefits of Having the Product & Doing Installation
  “It’s an easier process, and we hear that a lot. It takes the worry and concerns away from them.” 
• 21:48 – On Working with Michael Mercado
  “He is there to assist and always provide a second set of eyes. He’ll jump on a call with me any time. He’s hands-on.” 
• 25:06 – Getting Call Backs
  “Sometimes customers go for the lower price rather than the quality—but 50% of the time they call us back after their flash-and-dash job is done.” 
• 27:52 – Customer Feedback
  “We often hear feedback about our crews from customers: they can’t believe how professional they are. They also like that we stay in contact during a project and give consistent updates at least every two days so they know what’s coming next. They’re just happy.” 
• 31:35 – Staying Organized 
  “A lot of organization, a lot of notes, and a lot of lists every morning. I write down everything I have to complete that day. At the end of the day if it’s not checked off, it’s the first thing I’m going to do the following day.” 
• 32:52 – Why People Love SUNDEK
  “Our motto is, ‘You Stand On It, We Stand Behind it.” I’ve been with this company for 21 years, and that’s one of the reasons I have been because they really do stand by their word. And it’s just a great group of people we work with.” 
• 33:45 – When Customers Have a Bad Experience with Other Companies   
  “I don’t talk bad about the other companies, even when the customer is. I typically say, ‘Sorry you went through this, but let me tell you what we can do for you.’ I think that’s another reason they feel good when we walk away.” 
• 35:56 – Tips for Success in the Commercial Market
  “Utilize the commercial team as a resource. Let us walk you through it. We would be happy to guide you along.”