FOLLOW-UP FOR HOW SMALL BUSINESSES LOSE BUSINESS

LOSE BUSINESS

A few weeks ago I posted about two doing-business-poorly experiences – one, at a local coffee shop (not Starbucks, I have to say), and the other, several years ago at a recently-opened UPS store that refused to open the door at their 9am opening, with the new owner pointing to his watch that showed 5 minutes to 9am and shaking his head that they weren’t open (for 5 more minutes!) – the problem being that both my expensive wrist watch and my BlackBerry both showed the time as 9am.

So, one could suggest that the owner get a new watch.  However, I chose to walk away and never to visit the store again.  This morning, I dashed to my bank to cash a check, arriving just at 9am – the employee unlocking the double entry doors was still working on one door, but pushed the other door open for me.  Compare this way of doing business with the UPS store mentioned above.  And, yes, I’m a professional psychologist and therefore pay attention to these small nuances of the business process.  But the point is that all parts make up the whole – if a customer feels welcome entering the business’ premises, that customer will feel kindly disposed to continue doing business there.  And that customer might even turn out to be the writer of a national blog.  In which instance, she would probably be inclined to give a SHOUT OUT to that business – right?  So, given that that is, indeed, the case in this instance:  A BIG SHOUT OUT TO PACIFIC MARINE CREDIT UNION!  ‘Way to go in making your customers feel special and welcome!

FOLLOW-UP FOR HOW SMALL BUSINESSES LOSE BUSINESS

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