Dear M & M: With everything a business owner needs to do, do you have any thoughts on the number one thing we seem to forget to do? – Jan
Whether you own a restaurant, are selling cars or showing a home as a realtor you need to personalize your business. People want to know who they are doing business with. Be human. People want to do business with real people. Share your core values. Let them know you are the face of your company. Treat people with respect, honesty and let them know you will do what it takes to make it right.
Consumers need to know if something is wrong where they can go to make it right or be fixed. Be transparent. You have nothing to hide. You are there to solve problems. You are not there to make it difficult or cause more problems. Sometimes it is easy to treat everyone the same old way. Remember, you are engaging, paying attention to details and giving individual treatment to do certain things each individual customer’s wants and needs to do business with you. Build a relationship.
Greet customers individually. Pay close attention to your customer’s individual specific needs. Let them know you. Let them know you want to make certain they have the best possible experience every time they do business with you. This is where you can’t be phony or not genuine. You are the person they can go to if they have any problem.
Before goods were mass assembled in manufacturing plants like Ford’s assembly line and clothing stores weren’t racks of premade clothes, storefronts had people that took your measurements. Time was spent picking out the right fabric and something was made according to your specific needs and wants.
Today, through mass commercialization everything is mass assembled, sold and everyone is treated the same. You all know when someone gives you the same chain store greeting or welcome. Let’s start calling people by their name, taking some time to get to know them a little. Show them you really do care. Understanding how they want it served and delivering whatever it is the way they want it is important.
You aren’t just walking through the same old steps. You are customizing and delivering your products or services the way they want them delivered or sold. I once read a quote by a writer known as Anonymous. It states, “People will forget what you said. People will forget what you did. But people will never forget how you made them feel.”