Tuesday, December 14, 2010
The Customer is Always Right…right?
I can’t tell you as a retailer, how many times that I have heard that statement. I heard it from retail consultants, read it in trade publications and heard it from the lips of virtually thousands during my nearly 50 years in retail. I even had the fortune to see it not just as a catch phrase but as a core strategy during the years I called on Nordstrom buyers. Nordstrom being the poster child for being the ultimate, customer centric retailer. I have my own amazing stories to add to fabled tales such as the customer that returned an automobile tire to Nordstrom which was gladly accepted without a receipt, or the fact that Nordstrom does not sell tires!
Nordstrom department stores certainly put their money where the mouth is when it comes to “The customer is always right.” This holiday season Kohl department store is promoting something similar with a “no receipt necessary” policy. Is this a strategy that you should include in your business?
It certainly depends on what business you are in. There are of course many products where it would be impossible to restock or return the item to inventory to be resold because of health issues or quality assurance. But, there is a more basic question at hand that goes beyond the just the return of merchandise. What about meals in restaurants, movie tickets for disappointing movies, or a cruise on the Love Boat that did not have an amorous ending? The product or service was consumed/used and a request of a refund in submitted. Is the customer right, no matter what?
We have all heard stories of the customer that purchase an expensive gown, wears it and then returns the garment. Was that customer right? What about those scammers that find a way to abuse the system…your system, are they right?
Does the customer is always right set the standard for customer service or open the door for abuse?
What do you think? Let’s hear from you on this subject. Please post your comment.
Monday, November 15, 2010
To Gift, Or Not To Gift...
Yes, the topic for this month’s Talk segment is the question to give holiday gifts to your staff or not? Before you start screaming Bah Humbug and conjuring visions of the Ghost of Christmas Past, please hear me out.
First, this is a topic that has habitually come up this time of year. Second, though the question comes up often it never comes up in formalized business seminars, meetings, training sessions or webinars. This is the kind of conundrum that is quietly whispered from one exec to another. Anyone that has a supervisory or management position has it on their mind. Anyone that owns a business must live with it either way because there is no “upper management” to lay it off on as an excuse.
So, here are the pros and cons of giving holiday gifts to those that are either your direct reports or that you employ. The “cons” are:
1. Is each individual in the organization or your department treated equally? Do some deserve a “special gift” and others just “the gift”? You can see a bad dynamic beginning already.
2. How much do you spend? Should the spend be tied to the profitability of the company? Is it a gift, a thank you, or is it like a bonus or profit sharing? Again, a bad dynamic for future years.
3. If it is a “holiday gift” then whose holiday is it? You may have individuals who do not recognize the same holidays as you. Just because you are the boss does that really mean that you can make this call?
4. If you start this gift giving tradition, what happens when you have a bad year and can not afford to give gifts of the same value as past years, or you can not give gifts at all?
5. If you had to cut expenses by laying people off, how do you then justify spending for gifts?
Ok, now I will give you the “pros” before start calling me Ebenezer Scrooge.
1. Holiday or no holiday saying “Thank You” is never a bad thing, especially to the people that make you look good.
2. Creative gifting can be a great tool to inspire creativity from the whole organization. Make your gift giving unique and memorable. Something your staff would never think of themselves.
3. Giving everyone the same gift and then giving an additional, more personalized gift to an individual(s) that have done an exemplary job during the year is a powerful statement.
4. People talk. When your direct reports or employees sit around the living room with friends and family watching bowl games they talk about gifts received, including the gift you gave. This is an opportunity to show that you are a good company or great supervisor to work for.
5. Company culture is very important. A culture of giving can be a positive attribute that pays dividends.
There are certainly more reasons to give or not to give than what I have listed here. The question is what do you do? Let me hear from you on this topic.
Happy Holidays!
First, this is a topic that has habitually come up this time of year. Second, though the question comes up often it never comes up in formalized business seminars, meetings, training sessions or webinars. This is the kind of conundrum that is quietly whispered from one exec to another. Anyone that has a supervisory or management position has it on their mind. Anyone that owns a business must live with it either way because there is no “upper management” to lay it off on as an excuse.
So, here are the pros and cons of giving holiday gifts to those that are either your direct reports or that you employ. The “cons” are:
1. Is each individual in the organization or your department treated equally? Do some deserve a “special gift” and others just “the gift”? You can see a bad dynamic beginning already.
2. How much do you spend? Should the spend be tied to the profitability of the company? Is it a gift, a thank you, or is it like a bonus or profit sharing? Again, a bad dynamic for future years.
3. If it is a “holiday gift” then whose holiday is it? You may have individuals who do not recognize the same holidays as you. Just because you are the boss does that really mean that you can make this call?
4. If you start this gift giving tradition, what happens when you have a bad year and can not afford to give gifts of the same value as past years, or you can not give gifts at all?
5. If you had to cut expenses by laying people off, how do you then justify spending for gifts?
Ok, now I will give you the “pros” before start calling me Ebenezer Scrooge.
1. Holiday or no holiday saying “Thank You” is never a bad thing, especially to the people that make you look good.
2. Creative gifting can be a great tool to inspire creativity from the whole organization. Make your gift giving unique and memorable. Something your staff would never think of themselves.
3. Giving everyone the same gift and then giving an additional, more personalized gift to an individual(s) that have done an exemplary job during the year is a powerful statement.
4. People talk. When your direct reports or employees sit around the living room with friends and family watching bowl games they talk about gifts received, including the gift you gave. This is an opportunity to show that you are a good company or great supervisor to work for.
5. Company culture is very important. A culture of giving can be a positive attribute that pays dividends.
There are certainly more reasons to give or not to give than what I have listed here. The question is what do you do? Let me hear from you on this topic.
Happy Holidays!
Thursday, October 28, 2010
Are You Afraid of Cotton Balls?
How about clowns, snakes or things that go bump in the night? OK, I realize that most people are not afraid of cotton balls, but if you are one of those who are, then your fear is real. That person’s fear of cotton balls is just as real as someone else being terrified of spiders. So what is your fear(s) when it comes to your business?
Maybe it is public speaking, or maybe you are not comfortable in social settings like networking events. Just know that you are not alone. Most of us find that we must overcome our fears if we want to be successful in business. Behaviorist talk about adaptive verse nature style and it often shows up on DISC profiles in CEOs.
Last week was the 25th anniversary of our business and as such caused a moment to pause and reflect on the journey. One of the most profound bits of self-realization was that I have overcome (OK, well maybe “come to terms with” is more accurate) many of my personal fears. I still don’t like public speaking, but I do it all the time. I still feel uneasy at first in new groups but by using learned techniques I have found a way to be effective.
The bottom line here and the point of this month’s “Talk” article is we must face our fears if we want to be effective in business. It does not happen all at once but you can gain control of the fears that have up to now had so much influence on your growth and productivity. There is help out there such as Toastmasters for fear of public speaking and there are other such resources and support groups for other business related fears. But the first step starts with the desire and courage to face your fears.
Take a moment now and make a list of your fears. Be real, be honest. Then next to each fear write the date when you want to be free from each.
You my friend are now on your way to being a better leader, more effective businessperson and a much happier human being.
Happy Halloween!
Michael Sawitz, CEO
Maybe it is public speaking, or maybe you are not comfortable in social settings like networking events. Just know that you are not alone. Most of us find that we must overcome our fears if we want to be successful in business. Behaviorist talk about adaptive verse nature style and it often shows up on DISC profiles in CEOs.
Last week was the 25th anniversary of our business and as such caused a moment to pause and reflect on the journey. One of the most profound bits of self-realization was that I have overcome (OK, well maybe “come to terms with” is more accurate) many of my personal fears. I still don’t like public speaking, but I do it all the time. I still feel uneasy at first in new groups but by using learned techniques I have found a way to be effective.
The bottom line here and the point of this month’s “Talk” article is we must face our fears if we want to be effective in business. It does not happen all at once but you can gain control of the fears that have up to now had so much influence on your growth and productivity. There is help out there such as Toastmasters for fear of public speaking and there are other such resources and support groups for other business related fears. But the first step starts with the desire and courage to face your fears.
Take a moment now and make a list of your fears. Be real, be honest. Then next to each fear write the date when you want to be free from each.
You my friend are now on your way to being a better leader, more effective businessperson and a much happier human being.
Happy Halloween!
Michael Sawitz, CEO
Monday, September 13, 2010
Carmel Apple Latte Please.
I am standing in line once again at my local coffee place. The guy in front of me gets to the counter and the barista says, “Your usual?” The guy nods and hands her his coffee debit card and then moved to the end of the counter to wait for his “usual”
While I was waiting in line I was perusing the menu list and noticed several new seasonal offerings. When I got to the front of the line and it was my turn to order the barista asked me if I would like to try the Pumpkin Spice latte or the new Carmel Apple offering. I went for the Carmel Apple. I paid my tab and then moved down to the end of the counter to wait for my new taste sensation to be concocted.
As I slowly sucked down my coffee drink I began to think about both transactions. Mine resulted in a verypleasurable experience with my new got-to-have another one seasonal special versus the guy in front of me that was not offered the special at all. He seemed OK with the whole thing. I think he probably would not have bought a seasonal special in place of his “usual.” Actually, I probably would not have purchased the seasonal special if I was not asked if I wanted one.
So, why was I asked and he was not? Was he slighted? Or was I because the barista did not recognize me from my numerous prior purchases?
Then I realized the real loser here was the coffee house owner. Why? Simple. The seasonal special was $2.00 more that just a cup of coffee. If the business served 400 customers per day and 10% were like me and responded to the suggestive selling the result would be an additional $29,200 per year.
Knowing your customers buying preferences is crucial to growing a profitable business. Knowing who is a regular and what they generally want and having it ready for them even before they ask can be a shinning example of terrific customer service. But, as you can see from my example in this case extraordinary customer service may stifle growth if you are making assumptions for your customer. Can you think of examples like this in your own business? Do you have situations where you are not asking for the order? Do you have regular customers that you continue to fill their orders and do not suggest new products or promotions?
All too often we confuse customer service with the sales process, or emphasis one over the other. To grow a profitable business you need both. Without an active sales process there would not be any customers to provide extraordinary customer service for. And without execution of an extraordinary customer service program there would be fewer and fewer customers to sell to.
Do not miss the opportunity to make additional sales to your existing customer base. This is the quickest and most effective way to build sales. And often your customer will thank you for your attention. Give it a try!
While I was waiting in line I was perusing the menu list and noticed several new seasonal offerings. When I got to the front of the line and it was my turn to order the barista asked me if I would like to try the Pumpkin Spice latte or the new Carmel Apple offering. I went for the Carmel Apple. I paid my tab and then moved down to the end of the counter to wait for my new taste sensation to be concocted.
As I slowly sucked down my coffee drink I began to think about both transactions. Mine resulted in a verypleasurable experience with my new got-to-have another one seasonal special versus the guy in front of me that was not offered the special at all. He seemed OK with the whole thing. I think he probably would not have bought a seasonal special in place of his “usual.” Actually, I probably would not have purchased the seasonal special if I was not asked if I wanted one.
So, why was I asked and he was not? Was he slighted? Or was I because the barista did not recognize me from my numerous prior purchases?
Then I realized the real loser here was the coffee house owner. Why? Simple. The seasonal special was $2.00 more that just a cup of coffee. If the business served 400 customers per day and 10% were like me and responded to the suggestive selling the result would be an additional $29,200 per year.
Knowing your customers buying preferences is crucial to growing a profitable business. Knowing who is a regular and what they generally want and having it ready for them even before they ask can be a shinning example of terrific customer service. But, as you can see from my example in this case extraordinary customer service may stifle growth if you are making assumptions for your customer. Can you think of examples like this in your own business? Do you have situations where you are not asking for the order? Do you have regular customers that you continue to fill their orders and do not suggest new products or promotions?
All too often we confuse customer service with the sales process, or emphasis one over the other. To grow a profitable business you need both. Without an active sales process there would not be any customers to provide extraordinary customer service for. And without execution of an extraordinary customer service program there would be fewer and fewer customers to sell to.
Do not miss the opportunity to make additional sales to your existing customer base. This is the quickest and most effective way to build sales. And often your customer will thank you for your attention. Give it a try!
Monday, August 9, 2010
If once upon a time could start now...
If once upon a time could start now...what would it look like? A silly question? I don’t think so.
If you don’t have a clear picture in your mind of what you want to achieve, you have very little chance of ever living out that dream. Call it “imagery”, “self-hypnosis” or the “power of positive thinking” the label does not mean anything. Whether you do it or not means everything.
Napoleon Hill in his classic Think and Grow Rich had it right; "What the mind of man can conceive and believe, it can achieve". Don’t get me wrong. You need a business plan. You need skills. You need resources. You need drive. But all of that is wasted if you can not clearly see in your head exactly what success looks like. Visualize it and believe it with all your passion is the ticket. That is how you will achieve your goals.
Michelangelo said that he saw the finished statue in side the block of marble and all he did was to remove what did not belong. Simple really. If you can clearly see your goal. Impossible if you can’t.
You have the opportunity to achieve your goals, To reinvent yourself. To create. To do anything you really want to do. Start by answering the question: If once upon a time could start now...what would it look like?
If you don’t have a clear picture in your mind of what you want to achieve, you have very little chance of ever living out that dream. Call it “imagery”, “self-hypnosis” or the “power of positive thinking” the label does not mean anything. Whether you do it or not means everything.
Napoleon Hill in his classic Think and Grow Rich had it right; "What the mind of man can conceive and believe, it can achieve". Don’t get me wrong. You need a business plan. You need skills. You need resources. You need drive. But all of that is wasted if you can not clearly see in your head exactly what success looks like. Visualize it and believe it with all your passion is the ticket. That is how you will achieve your goals.
Michelangelo said that he saw the finished statue in side the block of marble and all he did was to remove what did not belong. Simple really. If you can clearly see your goal. Impossible if you can’t.
You have the opportunity to achieve your goals, To reinvent yourself. To create. To do anything you really want to do. Start by answering the question: If once upon a time could start now...what would it look like?
Wednesday, July 14, 2010
What is the cost of a cup of coffee?
I was standing in line the other day at a local coffee house. I was waiting in a line that was about 8 or 10 people deep. A few feet away were people in a different line. Those in the second line were customers who only wanted a cup of coffee, where those in the line I was in wanted anything else on the menu.
Two things became very clear to me as I was waiting for my morning "fix" of a steaming hot Latte. The first was that the other line was moving much faster than the line I was in. That bit of information is actually not news at all since somehow I always choose the wrong line to stand in. I have an uncanny talent for getting in the slowest line at the movies, checking out at the supermarket, at my bank or any other place where I can stand waiting to give someone my hard earned dollar.
The fact that the other line was moving faster is not the focus of this month's Small Business Talk. The revelation that I had while standing in that slow moving line was that the other line seeming to get better service. I am not saying that the customers in the "regular line," where I was, were not getting good service. My point is the customers in the fast moving "express line" were actually spending less money per transaction than those of us in the regular line, but we had to wait longer. Point being; what kind of a message is being sent by the use of the express line? Could it be that this particular establishment values the small, quick commodity sale over the larger, high value/high profit sale? Is management saying that the $2 coffee customer is more important than the $4 latte or the coffee and muffin or coffee and breakfast sandwich customer? It does not matter what the intended concept was. The result was that a clear message was being sent to those of us in the regular line that we were not special, or at least not as special as the coffee only customer. That violates the number one rule in dealing with the public; that is, all customers are special.
The question for you is, "What mixed messages are you sending in your business? What can you change in your order process, work flow or customer service that would clearly shout that you believe all customers are special?"
So, that was my first revelation that morning.
My second thought was that my mind focuses on too many negative thoughts before I get my much needed caffeine. Or, is it that I need to go back to just ordering coffee in the morning, so I too can use the express line?
If any of this makes any sense to you? Or if you have created solutions to this type of customer service challenge? Then please share it with others.
Please weigh in with your take on this issue and post your comment on my blog. Let's hear from you.
Michael
Two things became very clear to me as I was waiting for my morning "fix" of a steaming hot Latte. The first was that the other line was moving much faster than the line I was in. That bit of information is actually not news at all since somehow I always choose the wrong line to stand in. I have an uncanny talent for getting in the slowest line at the movies, checking out at the supermarket, at my bank or any other place where I can stand waiting to give someone my hard earned dollar.
The fact that the other line was moving faster is not the focus of this month's Small Business Talk. The revelation that I had while standing in that slow moving line was that the other line seeming to get better service. I am not saying that the customers in the "regular line," where I was, were not getting good service. My point is the customers in the fast moving "express line" were actually spending less money per transaction than those of us in the regular line, but we had to wait longer. Point being; what kind of a message is being sent by the use of the express line? Could it be that this particular establishment values the small, quick commodity sale over the larger, high value/high profit sale? Is management saying that the $2 coffee customer is more important than the $4 latte or the coffee and muffin or coffee and breakfast sandwich customer? It does not matter what the intended concept was. The result was that a clear message was being sent to those of us in the regular line that we were not special, or at least not as special as the coffee only customer. That violates the number one rule in dealing with the public; that is, all customers are special.
The question for you is, "What mixed messages are you sending in your business? What can you change in your order process, work flow or customer service that would clearly shout that you believe all customers are special?"
So, that was my first revelation that morning.
My second thought was that my mind focuses on too many negative thoughts before I get my much needed caffeine. Or, is it that I need to go back to just ordering coffee in the morning, so I too can use the express line?
If any of this makes any sense to you? Or if you have created solutions to this type of customer service challenge? Then please share it with others.
Please weigh in with your take on this issue and post your comment on my blog. Let's hear from you.
Michael
Thursday, June 17, 2010
Middle-Age Entrepreneurship Is On The Rise
Middle-age entrepreneurship is the leading demographic in new business start-ups. "More than 80% of all start-up businesses in the United States are launched by people over 40 years of age," according to research by the Kauffman Foundation, a private entrepreneurship organization.
Over the next 20 years, it is estimated that nearly 80 million baby-boomers are expected to retire. For some, the decision to start a business is a reality of not having the resources to retire in a manner of their choosing. For others, it is the excitement and challenge of finally owning their own business. Either way, this demographic is a huge driving force in the American economy.
Is your business positioned to capitalize on this new wave of entrepreneurs? Do you have products or services that can be utilized by middle-age entrepreneurs? Is this important demographic group included in your marketing mix?
Or are you a candidate yourself for owning your own business? If you do not have a concept or dream for a business you have secretly wanted while you were working for someone else, then franchising may be the best route for you. It has been for me and for thousands of others who have found there is life after your current or last career.
You don't need a higher education degree or specialized knowledge to start a franchised business. The beauty of franchising is that you are provided a proven system. It's your job to use that system to create wealth and a new life for yourself.
I chose an industry that is positioned to greatly benefit from this projected wave of new entrepreneurs. The millions of new business owners will need support services that AIM Mail Centers is uniquely qualified to provide. If you are a baby-boomer who has started your own business, we welcome you as a valued customer. We can help you grow your business.
If you are not sure what type of business is right for you, I will extend an invitation to you to explore our business opportunity as an AIM Mail Center franchisee. Let's talk.
Please weigh in with your take on this issue and post your comments below.
Over the next 20 years, it is estimated that nearly 80 million baby-boomers are expected to retire. For some, the decision to start a business is a reality of not having the resources to retire in a manner of their choosing. For others, it is the excitement and challenge of finally owning their own business. Either way, this demographic is a huge driving force in the American economy.
Is your business positioned to capitalize on this new wave of entrepreneurs? Do you have products or services that can be utilized by middle-age entrepreneurs? Is this important demographic group included in your marketing mix?
Or are you a candidate yourself for owning your own business? If you do not have a concept or dream for a business you have secretly wanted while you were working for someone else, then franchising may be the best route for you. It has been for me and for thousands of others who have found there is life after your current or last career.
You don't need a higher education degree or specialized knowledge to start a franchised business. The beauty of franchising is that you are provided a proven system. It's your job to use that system to create wealth and a new life for yourself.
I chose an industry that is positioned to greatly benefit from this projected wave of new entrepreneurs. The millions of new business owners will need support services that AIM Mail Centers is uniquely qualified to provide. If you are a baby-boomer who has started your own business, we welcome you as a valued customer. We can help you grow your business.
If you are not sure what type of business is right for you, I will extend an invitation to you to explore our business opportunity as an AIM Mail Center franchisee. Let's talk.
Please weigh in with your take on this issue and post your comments below.
Tuesday, April 20, 2010
Does It Take A Crisis To Create A Leader?
Moses, Abe Lincoln, Winston Churchill, and even Steve Jobs are acknowledged as great leaders, but only after being tested by turmoil. So the question is; “Do great leaders arise out of the ashes of pending defeat and soar into the sky “faster than a speeding bullet”, or were they great leaders before their call to duty?
History exposes how many superior leaders were initially failures as leaders and in many cases also failures as human beings. Alcoholism, drug use and other human failures are a common occurrence among the list of extraordinary leaders. Ulysses S. Grant, Winston Churchill both come to mind as boozers, yet both are regarded as extraordinary leaders of their times.
That creates a side question of; “Is it OK to be an alcoholic or drug dependent if you are still good at what you do?”
Back to the original question; “Does it take a crisis to create a leader?” Are there great leaders that were not born of conflict?
This is a classic debate between nature vs. nurture.
Please weigh in on this one. Let’s hear from you.
History exposes how many superior leaders were initially failures as leaders and in many cases also failures as human beings. Alcoholism, drug use and other human failures are a common occurrence among the list of extraordinary leaders. Ulysses S. Grant, Winston Churchill both come to mind as boozers, yet both are regarded as extraordinary leaders of their times.
That creates a side question of; “Is it OK to be an alcoholic or drug dependent if you are still good at what you do?”
Back to the original question; “Does it take a crisis to create a leader?” Are there great leaders that were not born of conflict?
This is a classic debate between nature vs. nurture.
Please weigh in on this one. Let’s hear from you.
Tuesday, April 6, 2010
Link to a Small Business Pod Cast
I have been following http://www.blogtalkradio.com/smallbiztrends recently and have found some really timely topics on small business. Check it out for yourself.
Tuesday, March 23, 2010
I Trust You Today...But Will I Trust You Tomorrow?
So the Prius has a mind of its own and accelerates out of control. Yesterday my blog was highjacked and redirected all visitors to other sites because of a widget I downloaded from Google. Case in point...both failures were delivered by up to now World Class companies. Toyota earned more accolades for quality than any other car company and Google wrote the book on how to build a global quality company. We consumers trusted both companies above all others in their respective areas of expertise. Trusted that is until we experienced a failure.
Now don’t misunderstand me. I am not equating sticking accelerators that have caused death and destruction to my malware issue. The damage to life and limb from faulty cars is extremely serious. What I would like to discuss is how quickly reputations can change. How instantly Toyota’s seventy years of brand building is wiped out. How two days ago I was singing the praises for Google and today I say how did they let that happen to me? Or another example; how Enron was marked as an evil empire when in reality it was a handful of greedy executives whose bad deeds branded tens of thousands of valued employees and the entire company.
When companies we trust let us down the public’s reaction is usually swift and widespread. We refuse to do business with them. We make them pay for their sins by withholding our dollars. Retribution is meant to be catastrophic and final. Make them pay.
When we lose trust in a company we are done, but when we lose trust in an individual we generally give that person a second chance. In fact, we have built much of our societal values around giving people a second chance. Learn from your mistakes, right?
So, why are we not as forgiving to companies when they make a mistake? What is your opinion? Please post a comment.
Now don’t misunderstand me. I am not equating sticking accelerators that have caused death and destruction to my malware issue. The damage to life and limb from faulty cars is extremely serious. What I would like to discuss is how quickly reputations can change. How instantly Toyota’s seventy years of brand building is wiped out. How two days ago I was singing the praises for Google and today I say how did they let that happen to me? Or another example; how Enron was marked as an evil empire when in reality it was a handful of greedy executives whose bad deeds branded tens of thousands of valued employees and the entire company.
When companies we trust let us down the public’s reaction is usually swift and widespread. We refuse to do business with them. We make them pay for their sins by withholding our dollars. Retribution is meant to be catastrophic and final. Make them pay.
When we lose trust in a company we are done, but when we lose trust in an individual we generally give that person a second chance. In fact, we have built much of our societal values around giving people a second chance. Learn from your mistakes, right?
So, why are we not as forgiving to companies when they make a mistake? What is your opinion? Please post a comment.
Saturday, February 20, 2010
Does Anybody Really Know What Time It Is?
One origin of this question is obviously from the Chicago tune which bemoans the fact that most of us are rushing around too fast and furious to stop and “smell the roses”. So what does that mean to those of us in small business? As I type this question I notice that it is 1:36 AM on a Saturday night. My guess is that I am far from being alone in this activity. Most of us in small business fit one or both of the following descriptions.
A. I have so much on my plate that I seem to work around the clock.
B. I am so passionate about my business that I can’t get enough of it.
Either way, we tend to work more hours than those who “have a real job” {BTW: That phrase really bugs me!} So, if you and I are working at all hours of the day and night...how important is it be able to meet your customer’s needs beyond the normal business hours?
Remember the phrase “Bankers hours”? Yes, there was a time when banks were only open from 10:00AM to 5:00PM and not on Saturdays. Not only are banks now open on Saturday, but are inside of supermarkets with long hours or are available to you 24/7 online. Consumers have responded to the added hours and ease of access in a major way.
Jim Collins in his important book, Good to Great, shares the story about a building supply firm that created a way for their key customers to access road repair materials after hours. The around the clock access to road repair materials was a major differentiator and helped the firm outpace competitors.
What are some of the steps you can take to give your customers what they want...when they want it?
Or, as a consumer what products or services do you wish you had access to on your time schedule?
Let’s hear from you. Please post a comment.
A. I have so much on my plate that I seem to work around the clock.
B. I am so passionate about my business that I can’t get enough of it.
Either way, we tend to work more hours than those who “have a real job” {BTW: That phrase really bugs me!} So, if you and I are working at all hours of the day and night...how important is it be able to meet your customer’s needs beyond the normal business hours?
Remember the phrase “Bankers hours”? Yes, there was a time when banks were only open from 10:00AM to 5:00PM and not on Saturdays. Not only are banks now open on Saturday, but are inside of supermarkets with long hours or are available to you 24/7 online. Consumers have responded to the added hours and ease of access in a major way.
Jim Collins in his important book, Good to Great, shares the story about a building supply firm that created a way for their key customers to access road repair materials after hours. The around the clock access to road repair materials was a major differentiator and helped the firm outpace competitors.
What are some of the steps you can take to give your customers what they want...when they want it?
Or, as a consumer what products or services do you wish you had access to on your time schedule?
Let’s hear from you. Please post a comment.
Saturday, February 6, 2010
Do the clothes make the man, or does the man make the clothes?
I am a Business Coach to a team of marketing students in their senior year at one of our State Universities. The students are working on several projects contracted by various private enterprises. While preparing the students for a first meeting with their respective clients the issue of appropriate dress came into play.
I was quite surprised when there rose a general uproar in the classroom at the mention of coats and ties for the men and the women should “dress like ladies”. Even after discussions centered a round first impressions...
"You never get a second chance to make a first impression" Will Rogers
and, showing respect for the client/professionalism/competent image and a whole host of other reasons why the students needed to depart from their flip flop and holey jeans look when visiting the offices of the organizations that had hired them; there was still a lack of understanding why? They were saying; “What does how I look like have to do with the job I am about to perform? In other words; Isn’t it about the content?” This statement is coming from a generation that has been raised to embrace diversity and individual uniqueness, both admirable traits. And they are right about the fact the “content is king”.
So here is the question. Is it the old school approach of “Dress for Success” and “When in Rome do as the Romans do?” Or, is it as the students believe; “It does not matter what I wear, what is important is if I deliver the goods or not?”
Let’s hear from you on this issue. Which approach do you use in your business?
BTW: For you old schoolers:
“Clothes make the man. Naked people have little or no influence on society.” Mark Twain
I was quite surprised when there rose a general uproar in the classroom at the mention of coats and ties for the men and the women should “dress like ladies”. Even after discussions centered a round first impressions...
"You never get a second chance to make a first impression" Will Rogers
and, showing respect for the client/professionalism/competent image and a whole host of other reasons why the students needed to depart from their flip flop and holey jeans look when visiting the offices of the organizations that had hired them; there was still a lack of understanding why? They were saying; “What does how I look like have to do with the job I am about to perform? In other words; Isn’t it about the content?” This statement is coming from a generation that has been raised to embrace diversity and individual uniqueness, both admirable traits. And they are right about the fact the “content is king”.
So here is the question. Is it the old school approach of “Dress for Success” and “When in Rome do as the Romans do?” Or, is it as the students believe; “It does not matter what I wear, what is important is if I deliver the goods or not?”
Let’s hear from you on this issue. Which approach do you use in your business?
BTW: For you old schoolers:
“Clothes make the man. Naked people have little or no influence on society.” Mark Twain
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