Does your firm have in place scripts, processes and follow-up structures to convince me that I should buy local, instead of using a do-it-yourself option or an out-of-town competitor?

I’d like to share with you the story that happened to me recently.

A few weeks ago, I needed by buy some copies of my book. One place has been sending me information for about 18 months. Finally, I had the need and I called. This is a local company. They told me it would take three days to prepare a quote, and they would email it to me.

This was not what I wanted to hear, because I needed the books quickly. So, I called a place I saw on the Internet that advertises the fastest service anywhere. The receptionist asked me a few questions about the kind of book I wanted to print and immediately transferred me to someone who could give me not just a cost estimate, but the total cost.

Ten minutes later, I had a price that was lower than the local company could do and I was told to expect the books in four days. I think you already have a good idea who printed the books for me.

The bottom line is that I could not buy local because the local option for book printing could not provide the service to meet my needs.

My question to you is this: If someone calls your firm, is the receptionist ready to ask the right questions and direct that person to the right partner immediately? Will there be a partner ready to respond to the client’s questions immediately? Will you be able to estimate the cost in minutes or days?

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