Customer Engagement: The Gentle Giant Challenge
By Eric Anders • Jul 9th, 2009 • Category: Customer EngagementRecently New England Cable News (NECN.com) covered a story about a giant that caught my attention – a Gentle Giant.
If you have about fifteen minutes, you might be interested in listening to Larry O’Toole, the President of Gentle Giant Moving Company, share his thoughts on the impact the recession has had on the moving business in general and on his Boston based company in particular.
In the latter half of the three segments Mr. O’Toole addresses what his twenty-nine year old company is doing to weather the storm. Up till now, about 80% of their business has been the best kind – from word-of-mouth referrals.
Larry’s story follows the typical man-and-a-van genesis of a small moving business but it takes some interesting turns along the way. His comments include not only the growth strategy that’ll be used to expand their 16 offices in seven states but also some strange – but effective – benchmarks his staff uses to ensure their quality standards are met.
Visit the company’s website or their YouTube page and you’ll get the impression that they do things differently at Gentle Giant. For example, why would you solicit questions AFTER a move is complete? And, more importantly, is this contraption used for customer engagement or driver recruiting?
Eric Anders is
Email this author | All posts by Eric Anders
