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很红很红的便利店

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小编摘要:当你经营自己的公司时,在所有的要素都已经就位并保持良好的状态之后,你就应该去做一些特别的小事,让你的顾客们觉得很特别,进而对你所做的事众口相传!

 

在我居住的那个地区有很多可以被称为传统的家庭经营式的社区便利店。在我看来,这种社区便利店之所以生意红火、有生存空间,完全依赖于优质的商品、良好的服务、便利以及在柜台前后工作出色的人们。近年来,社区便利店的生意重新兴旺起来,这主要是因为我们中的很多人实在是没有时间逛街购物,因而需要这种便利服务。相关背景就说这么多了!现在,说说我的故事。
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.
从我家步行不远有这么一家独一无二的社区便利店。它由当地一家人所有并经营,提供各种日常用品和便利品,以及一些在店里做好的味道非常棒的熟食,只需买回家加热一下即可食用;还有可精心挑选的各种优质水果和蔬菜。
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.
过去三年里,我是这家便利店的常客,主要是为了买一样东西——新鲜的红苹果。我会在我讲授的“提供卓越的客户服务”的培训课程结束时,把它们送给我的学生。那段时间里,我估计我已经在这家商店里购买了超过1500个苹果,因为它卖的总是又新鲜又松脆的优质红苹果,苹果上面既没有擦伤也没有凹痕。当我告诉你那么久以来我没有买到过一个坏苹果时,我相信,你是不会感到吃惊的。
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.
而这家便利店时常让我吃惊的是,往往在我将要离开时,那位父亲(那家商店就是以他的名字命名的)就会送给我一个新鲜的水果,例如一个油桃。在此之前,我眼角的余光通常会看见他走到店内的水果区,拿起一个水果,检查一下,然后撩起围裙满怀深情地擦拭一番。接着,他笑容满面地把水果递给我,并说上几句问候的话语。好了,对于这种做法,你可以任意地进行评价!我只会把这一举动看作是他对我的光顾表示感谢,看作是他希望让他的顾客感到愉快。他得到的回报是,我会不断前来光顾这家便利店,不仅仅是因为这里有优质的苹果并附赠一个新鲜水果,而且因为他让我觉得自己在这里格外的特别,备受尊重。
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.
这间“尼克优质水果店”由尼克(那位父亲)、玛姬(他的女儿)和家里其他成员共同所有和经营。他们总是面带微笑,并热情友好地和顾客们打招呼、交谈。正如你们所预料的,他们知道大多数顾客的名字,包括我在内。
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.
我确信,尼克、玛姬以及他们全家也都本能地知道,如果你能够以真正的诚意和敬意来对待你的顾客——做好每一个细节,感谢他们,为他们提供最优质的产品并总是乐意为他们服务,你的商店就会非常成功,就像他们这家人一样。
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.
所以,当你经营自己的公司时,在所有的要素都已经就位并保持良好的状态之后,你就应该去做一些特别的小事,让你的顾客们觉得很特别,进而对你所做的事众口相传!
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!
标签:便利店
2
2011-03-08 14:26 编辑:kuaileyingyu
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