How Cellular Plus is checking in with their customers using Statflo
To spark some much-needed inspiration in the wireless retail community, our new Spotlight Series gives you a behind-the-scenes look at some of the amazing things our customers are doing to stay afloat.
As the crisis continues to unfold across the US, Chad needed to adapt his outreach strategy. At first, he admits he was apprehensive about any outreach and felt uncomfortable with any sort of communication to his customers. But, after seeing the overwhelming positive feedback from his team and his customers, he’s totally bought in.
"We know for sure it was the right thing to do and I wish we would have done a bigger list with more people. It's what our employees want and it's what our customers are saying in their responses". - Chad Zueck
A few takeaways from our conversation with Chad:
Ease up on internal sales metrics:
Cellular Plus has quite the competitive group; they measure every activity and hold their team accountable to KPIs. But Chad and the leadership group collectively decided to prioritize their employees' health over sales targets. They wanted to make sure their team is still intact when business starts to normalize.
As an essential service, take a community approach with your outreach:
Chad was originally skeptical that any form of outreach would be well received by his customers. But, after careful consideration, he launched a "COVID-19 Check-In" campaign and, to his surprise, received an overwhelming amount of positive feedback from his team and his customers.
Be a pillar in your community, build relationships with your customers, and come out of this a winner
Chad and his entire team at Cellular Plus have really stepped up and have done an excellent job at positioning themselves as anchors in their communities.
"That piece about being human and letting your personality come through is so real."
While no one can predict how long this downturn will last, he's hopeful that his approach will yield long term benefits and set him up for a quick recovery.
Update Customer Outreach Strategy
Increased Customer Communication & Positive Customer Feedback