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.
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