Windows and Trust

A colleague told me a story the other day about a company that installed the windows in a brand new Chicago high rise. Seems they had a bit of a problem. There was an issue with the windows popping out due to the internal air pressure of the building. Now if you’re in a one story building, having the windows pop out isn’t a huge issue, unless you happen to be standing outside next to one when it happens. But a high rise? That’s a whole different story.

So it seems the building was having a major problem leasing office space, and in the offices they did lease no one wanted to sit by the window for fear of getting sucked out if a window happened to go. Something had to be done.

Easy fix, right? The window company came, fixed the problem, and moved on. But the problem wasn’t necessarily the windows; the problem was the perception of what would happen if a window blew out. And this problem still existed even if the window itself had been fixed. How could the tenants actually know they were now safe?

Enter the CEO of the window company. He made an appointment with all the tenants in one of the large conference rooms on one of the top floors. At the designated time, everyone showed up to hear what the CEO had to say. As people arrived they noticed there were no chairs, so they stood. When the starting time for the meeting came, the CEO walked into the conference room with a briefcase in hand. Everyone turned their attention to him as he set his case on the floor. He removed his coat but didn’t say a word. He then turned, faced the group, and motioned with both arms for them to split apart. Still, without speaking, he took off running as fast as he could through the crowd towards the windows. Having reached full speed he threw himself into the windows with a thud. He proceeded to bounce off and land on his feet. He turned, walked back to his briefcase, put his coat back on, and looked back at the stunned crowd. “That should take care of any concerns that you have,” he said as he turned and walked out.

Gaining your customers trust is imperative when you are selling a service. In this case the service was window installation. LifeLock is another service where the CEO goes to extremes to gain his customers trust. Think of what extremes you can go to to gain your customers trust.

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One Response

  1. […] is one of my favorite stories on how a CEO built instant […]

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