Service Wins The Game

“Being on par in terms of price and quality only gets you in the game. Service wins the game.!” Tony Alexandr

During a recent call that I co-host on a monthly basis with George Ross for a select private group of business owners and entrepreneurs, we discussed how to create the “wow factor” in non-real estate businesses like a convenience store or hardware store. George advised all to focus on the personal touch. Sure appearances and merchandising are important. Getting to know your customer, demonstrating a sincere interest in the person is what keeps people coming back.

I have no favorite stores any longer. I mostly shop on line and even the on line experience is mixed with ease of shopping. I do have a few favorite restaurants and as a business traveler I have a few (very few) favorite hotels. However, nearly every day there is an opportunity for a business to provide memorable service and they do. Trouble is the memories are not very positive in most cases.

Here is a recent example. It happened this morning. Jos A Bank is offering a two day buy 1 get 2 free special. There are a couple items I really like from that store. This is a great opportunity for a deal. However, their on line shopping cart is not working properly for the special. So I called and a pleasant lady helped me by phone. When I received my order confirmation, it was wrong …very obviously wrong since there was only one of an item I order instead of three. I called back to customer service and hopefully the order will be correct now.

Look at all the steps and look at the additional time and look at the impressio
I have of this business. Now I will shop again when I see a great deal since there are items where I like the fit and quality. Guess what there are many places where I can get the right fit and quality. I am not finding places where I feel I am honored as a customer. See the opportunity?

I know if I were to visit certain specialty stores I would receive personalized attention. However, I do not have the time and neither do a lot of other people. There are a growing number of businesses that promote deals: Groupon , Deal of the Day and many more. Nobody is promoting service…big opportunity.

Speaking of service ….that’s my business. Actually your success is my business.

Action Steps

Get A Business Coach! If you already have a business with more than 10 employees, Hire A Consultant who is able to work with you part of the time on-site