What do customers expect when they do business with you?
I’ve always loved small businesses. I love supporting them! I love how you’re treated when you walk in the door. As the more you go, the more you they get to know you and know what you like!
I lived in Greenville about 8 years ago and there was this tiny little restaurant that we would walk to from our house called the Soda Shoppe. It was amazing! I went there and would order pretty much the same thing every single time because I liked it so much.
One day, I walk in and the owner, who’s name was Ren, just waved at me and didn’t walk over. That was not like him at all and I just chalked it up to the fact that is was pretty busy at the time. Less than 5 min later he walks over with my exact order and drops it off at my table.
My jaw almost hit the ground! He knew me, knew the sandwich I wanted, with the correct dipping sauce and he just dropped it off and said, “the usual right?”
That’s where small business hits it out of the park. When they provide an experience and service at or above where you can find anywhere else. From there on out I’d just wave at him walking through the door, give him a thumbs up and it would be at my table in less than 5 min! I felt known, I felt cared for and honestly that was my spot from there on out!
So, what happens when the opposite happens. What happens when you frequent a small business and you do NOT receive superior service? Well, it happened to me the other day. I needed something for one of my various hobbies...and I decided that instead of jumping on amazon and saving a couple bucks PLUS my time, I would drive 15 min to this store to see if they had it.
I walk in...and the store was empty. 3 guys working unloading a few boxes and restocking shelves. I walked straight up to the owner, who I’ve talked to about 5-6 times recently and asked for what I was looking for.
“Ah we’ve had a hard time keeping that in stock. There may be some in these boxes but there’s just no way to tell.”
I kind of looked at him stunned, no problem solving, no let me look in the box real fast to see if I can make this sale. He simply said…”I’m sorry man, you may just need to come back tomorrow.”
Let’s just say I didn’t go back the next day. Now I get it, some days it’s tough, but you have to ask yourself some serious questions about the culture of your business. Now, more than ever, the customer has convenient options for how to get what they need! Now, more than ever, you have to find ways to exceed your customers expectations. That’s why they buy from you in the first place instead of going the convenient route. So, how do you do that. Is it hand written notes, is it working as hard as you can to remember someone’s name? Is it a follow up survey you can create in google to make sure their experience was excellent in every way?
This stuff matters! Do you know how many people I told about the soda shoppe? It was my go to lunch spot for 3 years! I took everyone there and the word started to spread. All because the owner took the time to build a culture at his restaurant that made me and the rest of his customers feel known, appreciated and cared for.
That’s what it takes! You’ve got to create customers that sell for you as they share the stories of their interactions with your business!
That’s what makes you worth the drive, worth the inconvenience, worth the price difference.
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Have a great rest of your week everyone!