Thoughts and ideas for small business development and growth
I’ve just been to lunch in a small independent cafe, I try wherever I can to use small businesses for obvious reasons! What a pity, I don’t think I’ve had such a stressful experience getting served in such a long time.
Putting that to one side and whilst I waited an age for my elusive cappuccino, I noticed something interesting. Every time a waiter (there were several) interacted with a customer, their first word was sorry…..sorry to keep you waiting, sorry you haven’t been served yet, sorry your order is taking a while!
What a way to start a relationship with a customer and a new one in my case. Even if things are not right, and don’t get me wrong the ’sorry’ bit is a direct result of something going terribly wrong way up the customer process chain, try and think of starting the opening sentence with something a little more positive.
It’s an interesting thought that this cafes most used word was sorry, made me think what mine was and perhaps it might make you think of what your most used word is with customers. Whatever it is make sure its a positive, dynamic one!
The cafe in question, I give it 8 months!!!!
Great post by Mark Ramsay at:
www.hear2.com/2008/05/it-doesnt-have.html
I supply a lot of training to business support agencies funded by the government. I enjoy doing them and I meet some great people running businesses. Yesterday I got a letter from one of them, who will remain nameless, addressed to “Dear Valued Supplier.” It annoyed me…if I’m particularly valued why haven’t they addressed me by my name?
Fundamental mistake in marketing no business, if you are addressing a letter to someone never ever make it ambiguous. Be courteous and get straight to the point…Dear Ann, Hi Ann or whatever! It’s unbelievable that basic errors like this are being made.
Rant over…….!
I spent quite a bit of time in the car today which got me thinking (to pass the time.) What are some of the key questions we should be asking ourselves on a regular basis. You know the ones we avoid immediately as soon as they enter our head, or, the ones our staff possibly ask themselves each day. Anyway I came up with five:
1. How would your customers recognise you if you got rid of your company logo?
2. What if your best customer was about to go and do business elsewhere?
3. What if your exceptional reputation for customer service was based on just a couple members of your staff or team?
4. What else would you do at work if you had an extra hour a day?
5. Which customers should you be picking the phone up to tomorrow…. urgently?
I’m not saying what you come up with you might do, but hey it may get you thinking!!! What other questions should we be posing?
I recently had a holiday in the