I live in an area where there is a number of, what can be described as traditional family-run corner stores. From my perspective, the success and viability of the corner store business is totally dependent on good products, good service and convenience, combined with great people working behind, and in front of the counter. In recent years, there has been resurgence in the corner store business, mainly because many of us are so short of time, and need this convenience, when we go shopping. Enough of the background! Now, on to my story.
Within walking distance of my home is a unique corner store business. It is owned and run by a local family, and it offers a variety of general groceries and convenience items, plus some really great “cooked on the premises” food that you can take home, heat up, and eat; plus a sensational selection of really good quality fruits and vegetables.
For the last three years I have been a regular customer, mainly for one product—fresh red apples. I would then give them away to my students, at the conclusion of the training programs I have been conducting, on Delivering Exceptional Customer Service. Over that time, I estimate that I have purchased in excess of 1,500 apples from this corner store, because they always have fresh, crunchy, quality red apples, with no bruises and dints in them. I am sure you would not be surprised when I tell you, that in all that time I have not had a bad apple.
What has always amazed me about this business is, that often just as I am about to leave, the father, whom the business is named after, presents me with a fresh piece of fruit, such as a nectarine. Just before this happens, I usually see him out of the corner of my eye, as he goes over to the fruit section, picks out a piece of fruit, and gives it the once-over, and an affectionate polish with his apron. Then, with a big smile on his face, he offers it to me, with his compliments. Now, call this what you wish! I see this gesture as a simple expression of appreciation for my business, and his desire to make his customers feel good. The payoff is that I keep coming back to shop, not simply for the great apples and the free piece of fresh fruit, but because he makes me feel extra special and appreciated.
Nick’s Quality Fruit Supply is owned and run by Nick (the father), Maggie (his daughter) and the other members of the family. They always smile, acknowledge, and talk to their customers in a warm and friendly manner, and as you would expect, they know most of their customers by their first names, including me.
I am sure that Nick, Maggie, and all the family also know instinctively that if you treat your customers with genuine courtesy and respect—do the little things very well, appreciate them, offer them the best quality product and always be pleased to be of service—you will create a very successful business, like they have.
So, when you have your business running, with all the right ingredients in place and working well, you have time to do the extra little things that make your customers feel special and talk about you!
2011-03-08 14:26 编辑：kuaileyingyu