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con in Boston the number one hotel in the country, The Boston Globe interviewed several guests. One said, "Everyone knows me by name, everyone understands my prefer- ences….I don't have to even ask for things. They just magically appear." This is why 50% of the guests are repeat customers. It's not magic. Like the builder from Iowa, and the young financial analyst, the hotel staff gets it. They love to help. Serving and helping are the way to get refer- rals and recommendations. People become your ambassadors and are eager to talk about how you have helped them, rather than what you sold them. It's helping that attracts and keeps customers and here are some suggestions for engaging cus- tomers in a helping way: 1. Focus intently on what customers want. Note the little, seemingly insignificant, things that make them smile. These make the difference, so keep track of them. 2. In the same way, keep a record of dis- likes, the bothersome things that can add up fast and create discontent. 3. Put yourself to the test by asking if a pro- posed solution will really help your customer or prospect reach their goal. If there's doubt, reject it. 4. Express appreciation. Say thank you for the opportunity to help. 5. Keep customers and prospects top of mind by always being alert for helpful ideas to share with them. 6. Respond promptly to all messages, not just the ones you think are important. Peo- ple want to know you received the message they sent. It's a unique way to help. Nothing contributes more to success than helping. It sends a clear message that you know what has value to your customers. John Graham of GrahamComm is a marketing and sales strategist-consultant and business writer. He publishes a free monthly eBulletin, "No Nonsense Marketing & Sales." Contact him at jgraham@grahamcomm.com, 617-774-9759 or johnrgraham.com. DECEMBER 2014 21 THE JOURNAL T J • used in manufactured housing market • 8FT sectional cables with self-feeding action negotiates 4" "P" traps" • lowest maintenance machine on the market • cable spins at 500RPM for maximum cleaning of tough blockages such as tree roots • drive unit weighs only 72lbs, handle folds down for easy transport • minimum cable maintenance and lower cost with the sectional cable • smaller diameter(7/8") sectional cable adapts to Model C drive unit for 2" lines and 3" "P" traps The original dual cable sectional sewer and drain cleaner Model C - Cleans 3"-10" lines to 200FT 800-833-1212 info@electriceel.com www.electriceel.com See our display at the Louisville Show Booth 324 No. 11 on Get It Quick Page Celebrating products, companies and services that are American made. Material deadline is June 15, 2015 Calendar The Magazine For Manufactured & Modular Housing Professionals OURNAL J THE 706-655-2333 www.journalmfdhousing.com E-mail: news@journalmfdhousing.com Space closing is 5th of month prior Material deadline is 15th of month prior Community Management Perspective This issue will focus on communities and their growing role in the Manufactured & Modular Housing Industries. Material deadline is March 15, 2015 Tunica Show Special This issue is an overview of the Show with complete list exhibitors. Material deadline is January 15, 2015 National Congress & Expo Special On The Horizon Suppliers will show off their new products for the manufactured and modular housing industries. Material deadline is April 15, 2015 What's New-- Manufacturers Manufacturers will show off their new homes in this issue. Material deadline is May 15, 2015 Made In America Building Green This issue features manufacturers throughout the U.S. that are using Green Building practices. Material deadline is July 15, 2015 Financial Focus Issue This issue is a look at the Financial Institutions and their programs. Material deadline is August 15, 2015 35th Anniversary Issue This issues celebrates The Journal's 35th Anniversary. Material deadline is September 15, 2015 Show Preview Issue This issue will feature the upcoming shows in 2016. Material deadline is October 15, 2015 Louisville Show Special This issue is an overview of the Show with complete list of exhibitors. Additional circulation for this issue. Material deadline is November 15, 2015 2015 Editorial JANUARY FEBRUARY APRIL MARCH MAY JUNE JULY AUGUST SEPTEMBER OCTOBER NOVEMBER DECEMBER What's New-- Suppliers Q&A with industry professionals concerning the Manufactured and Modular Housing Industry in 2015. Material deadline is December 15, 2014 This issue is an overview of the Expo with complete list of exhibitors. Material deadline is February 15, 2015 View our latest issue, as well as back issues on our website. v i s i t our website Visit our website. You can view our current issue as well as back issues, download our media package and subscription form, see our Editorial Calendar and Industry Links, plus more. tel: 706-655-2333 news@journalmfdhousing.com THE JOURNAL The Magazine for Manufactured & Modular Housing Professionals journalmfdhousing.com