Staff or customers? This is definitely a tough question for business owners. Without staff you can't get as much done, without customers there's no point in getting stuff done.
The other day a local tourist destination said to me that their staff was more important than me - the customer. They didn't say it out loud or directly, but rather in actions. The 3 closest parking spots were all reserved for staff, directors. Customers need to park further away. We're obviously not as important in their mind. But without a customer, would they be a destination?
Showing posts with label customers. Show all posts
Showing posts with label customers. Show all posts
Disappointing Discounts
Yesterday it dawned on me. I've thought about it before, but yesterday I actually felt it - completely frustrated about a sale a local retailer was having. It's there 'we're closing' sale so everything is at amazing discounted prices. Sounds good right? Not if you are me.
I bought a bunch of stuff from that store before Christmas, some as presents, some as not. I didn't shop there because of the deal or because they were closing, but rather because I wanted to support them and I wanted what they were selling. But now I feel slighted.
People that may have never shopped there, nor supported them, are now privy to great deals on the SAME MITTS I bought from them at full pop. How is that fair? Their true shoppers / supporters pay full pop, and the bargain hunter (whom is never loyal) gets the deal? ARGH!
So, trying not to be the one that complains without offering a solution here are some ways that businesses (maybe not this one since they are closing shop) could not frustrate their loyal customers and still move their stock:
1. let regulars know about the sale dates in advance so they can decide if they will shop now or wait until then.
2. give regulars (with proof of recent purchase or something) a larger discount then just walk-ins.
3. have a regulars day.
Next time you're going to have a sale (and it seems like this is the month for them) or discount something, please, PLEASE don't disappoint your loyal regulars.
I bought a bunch of stuff from that store before Christmas, some as presents, some as not. I didn't shop there because of the deal or because they were closing, but rather because I wanted to support them and I wanted what they were selling. But now I feel slighted.
People that may have never shopped there, nor supported them, are now privy to great deals on the SAME MITTS I bought from them at full pop. How is that fair? Their true shoppers / supporters pay full pop, and the bargain hunter (whom is never loyal) gets the deal? ARGH!
So, trying not to be the one that complains without offering a solution here are some ways that businesses (maybe not this one since they are closing shop) could not frustrate their loyal customers and still move their stock:
1. let regulars know about the sale dates in advance so they can decide if they will shop now or wait until then.
2. give regulars (with proof of recent purchase or something) a larger discount then just walk-ins.
3. have a regulars day.
Next time you're going to have a sale (and it seems like this is the month for them) or discount something, please, PLEASE don't disappoint your loyal regulars.
What is wrong with this picture
I had to rent a car the other day, it was a PT Cruiser. Not a bad car, but I was a little disappointed, it was missing 1 thing...
Can you guess what..
Can you guess what..
What's your Sign say about you?
I really wish I had a picture of this one, really. But I will try to draw you a mental picture of it. I was driving passed a very busy intersection on the weekend when I saw one of those light up changeable sign boards for a nationally recognized tutoring business. It started with 'does your 3-5 year old know how to read?' so it caught my attention as I have a 5 year old. So I continued to read and was totally shocked at the next line - 'bring them in so we can touch them'.
WOW!
I hoping that they either meant touch them as inspire them to read or 'teach them'. Someone really needed to be checking (AND FIXING) that sign on the way in. I can tell you one thing for sure, I'm in no hurry to take my son in to be 'touched'!
WOW!
I hoping that they either meant touch them as inspire them to read or 'teach them'. Someone really needed to be checking (AND FIXING) that sign on the way in. I can tell you one thing for sure, I'm in no hurry to take my son in to be 'touched'!
What's wrong with this picture?
I don't think this one needs explanation. What do you see? I think this store owner needed to use one of our circle check sheets!
Do as I say
Well, over the holidays I had two of our own recommendations for small business owners bite me in the butt. Matt and I talk about have systems in place that don't allow you to miss important steps in business; and we encourage to have a contingency plan in place too. Two times this past fall I got sloppy and now I'm paying for it! So I thought maybe we could all (and mainly me) learn from my mistakes:
1. I accepted a credit card payment from someone I didn't know. I took an imprint of their card which includes the credit card number and their name. But that's all. The card got declined, but the customer walked away with the product. Those of you that have read the book, what should've I have done? I should have wrote down their address, email address and phone number to follow up in case that happened, not to mention to follow up from a customer service point of view. And even better - I should've called in the number right there on the spot instead of waiting until after the event.
2. Throughout Kingston I often get asked by clients to buy my book, and if I have a copy on me I give it to them right there and then (don't want to loose the sale, right?). However, sometimes the customer doesn't have exact change on them or we don't have a pen to write down a credit card number, etc. Since I usually know these people I'm not worried as I can follow up with them about payment... if I remember that is. In 2008 we have probably given out 5 books to people and forgot to write down who. It's hard to follow up when you can't remember with who. Trucker readers what should we have done? Write it down right there, or leave ourselves a voicemail if we don't have a pen; have one master record of accounts outstanding; follow up with 48 hours of delivery, and the list goes on.
So, in looking back, what did you miss in 2008 that you'll be sure to fix for 2009?
PS - if you one of the 5, consider this your follow up and please pay up! Thanks.
1. I accepted a credit card payment from someone I didn't know. I took an imprint of their card which includes the credit card number and their name. But that's all. The card got declined, but the customer walked away with the product. Those of you that have read the book, what should've I have done? I should have wrote down their address, email address and phone number to follow up in case that happened, not to mention to follow up from a customer service point of view. And even better - I should've called in the number right there on the spot instead of waiting until after the event.
2. Throughout Kingston I often get asked by clients to buy my book, and if I have a copy on me I give it to them right there and then (don't want to loose the sale, right?). However, sometimes the customer doesn't have exact change on them or we don't have a pen to write down a credit card number, etc. Since I usually know these people I'm not worried as I can follow up with them about payment... if I remember that is. In 2008 we have probably given out 5 books to people and forgot to write down who. It's hard to follow up when you can't remember with who. Trucker readers what should we have done? Write it down right there, or leave ourselves a voicemail if we don't have a pen; have one master record of accounts outstanding; follow up with 48 hours of delivery, and the list goes on.
So, in looking back, what did you miss in 2008 that you'll be sure to fix for 2009?
PS - if you one of the 5, consider this your follow up and please pay up! Thanks.
Listen to your CB - People are talking
Last weekend I participated in the Women's Art Festival. Throughout the day I had many people talk to me about the difficulty finding beach glass now a days with all the recycling and plastic. They also told me about all different sources of media talking about this.
I was completely unaware of any media covering anything about beach glass; and being a beach glass artist this is really important for me to know. I could be missing opportunities to be featured as an expert, showcase some of my rare pieces or even just be in the know when customers talk about the media story. So I may not have been successful in listening to my radio (in this case it was literally the radio, not just a metaphor, and some print) to catch the media stories, but at least I was listening to my CB and heard my customers talking about it.
Here's one of the stories one of the customers passed on to me from the Art Festival. It was in National Geographic Magazine.
PS - if you're wondering where the CB / Radio analogy comes from.. from our book Trucker Management.
Hotel California Complex
So our International readers may not get this, but the Canadian readers sure will. The Eagles had a successful song called Hotel California. The last line is 'You can check-out any time you like, But you can never leave!'. Last week in Atantla I had that exact experience, and it made me think that first impressions are not the only important thing - last impressions are equally important.
As I was trying to check out of the hotel (which otherwise was exceptional), the line-up was out the door and the staff all seemed very panicked with the large crowds. Checking out took over 1/2 hr - which is the last contact I had with them and leaves a little bit of a sour taste in my mouth when I mention their name to anyone.
Then again, at the airport our flight experienced a 1 hour delay in the airport and then another hour and half delay once we boarded. Now, we can't exactly blame them for the weather (although some people tried), but there were still things they could have done better so that I wasn't so frustrated:
As I was trying to check out of the hotel (which otherwise was exceptional), the line-up was out the door and the staff all seemed very panicked with the large crowds. Checking out took over 1/2 hr - which is the last contact I had with them and leaves a little bit of a sour taste in my mouth when I mention their name to anyone.
Then again, at the airport our flight experienced a 1 hour delay in the airport and then another hour and half delay once we boarded. Now, we can't exactly blame them for the weather (although some people tried), but there were still things they could have done better so that I wasn't so frustrated:
- more frequent updates on the situation
- food & beverage service
- de-board until ready for departure
- music or movies
Maybe the Hotel California complex is part of their tourism strategy, but I don't know if it's a good one. Lasting impressions are a combination of first and LAST impressions. What impression are you leaving your customers with?
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