In the "old days", when many stores in numerous industries
were what we would consider "mom and pop" stores, whenever you
entered the store, you were greeted by your name, and often you
would enjoy some personal time conversing with the owner.
In today's world of few small stores and many large stores, much
of that personal touch is ignored, and there seems to have been
a departure from the concept of serving the customer and his
In my town, there are a number of cleaners, some large and
some much smaller. While the larger ones are often lower priced
and have faster turnaround time, I still prefer using a small
"Chinese Laundry" that has been in this area since 1947. Every
time you go in, they know who you are and they chit-chat just
enough (enough to be friendly and welcoming while not so much as
to waste your time).
As you enter, even before you hand in your claim ticket, they
are already retrieving your cleaning, and pay particular
attention to detail. While I would be very hesitant to bring
some of my better custom made shirts to the other cleaners, I
don't hesitate to bring my shirts here. They combine superior
customer service with quality.
When I go into my favorite cell phone store in town, they fully
understand and cater to my needs. They are patient when I don't
understand something or one of my kids invariably lose or
destroy their phone. They never try to "nickel and dime" me to
death, and I never hesitate to refer others to them.
Contrast that with the cell phone store nightmare stories that I
have heard from others where someone tells me about the great
"deal" they were offered, only to vehemently complain shortly
thereafter when the inevitable complication or problem occurs.
I know that my store, which has been in business far longer than
most in its industry, does more business, more repeat business,
and is more successful than most of the others. Their commitment
to their customers is what sets them out from the rest.
Many of us have heard auto mechanic horror stories, how someone
was either lied to, overcharged, charged for something that
wasn't needed or done, or given shoddy service.
Again, in my town, I have been fortunate enough to have found an
honest mechanic who stands behind his work, and goes the extra
mile for his customers. While my mechanic may or may not always
be the least expensive, to me having the peace of mind and
honest service is far more important than shopping around simply
for price. Why aren't there more like these?
All of us have gone into stores, offices, department stores,
warehouse stores, etc., where we are either unable to find any
assistance, or the assistance is rude, pushy or otherwise
Smart stores, regardless of their size, understand the
importance of customer service, yet few make it the priority it
Just think about that the next time you are placed on hold with
a recording that tells you to type in your account number, etc.,
only to be asked all that same information once you are "lucky"
enough to get a live person on the other end of the line.
You might just ask yourself: "What ever happened to customer
About the Author
Richard Brody has over 30 years consultative sales, marketing,
training, managerial and operations experience. Richard is a
Senior Consultant with RGB Consultation Services, an Ecobroker,
a Licensed Buyers Agent (LBA) and Licensed Salesperson in NYS,
in real estate. Richard Brody has owned businesses, been a Chief
Operating Officer, a Chief Executive Officer, and a Director of
Development, as well as a consultant. Info:
http://tinyurl.com/rgbstake and be followed on Twitter..