I have recently acquired a new hobby. I bought a glass kiln and I’m experimenting with fusing glass. On Saturday, I went to the local glass shop with the intent of purchasing a mold to slump a vase. I walked in the door and was immediately greeted by the owners who asked what I was looking for. I told them I needed a handkerchief vase mold and they responded that they didn’t think they had any. A look on the shelf confirmed it.
That’s it. The end of the story. I REALLY wanted to buy a mold. I had money in my pocket and I was ready to hand it over to them. They had great service until they didn’t have the inventory item that I needed. Then they dropped the ball. They sent me to a competitor. No, they didn’t say “try our competitor” out loud, but they didn’t offer me any other options. They could have said: “we can order one for you” or “the next shipment is due on XXXX”, but they didn’t.
I’m certain this local mom & pop shop needs my business, but they are lacking some pretty basic customer service skills. The absence of those skills is costing them money. I witnessed this very thing happen to another customer on my previous visit. I wonder how much revenue they’ve inadvertently given to their competitors.
Today’s exercise: Think about your customer service procedures. Are you doing everything you can to keep your customers, make them happy, and reap the revenue rewards?
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Great post Kelly! This is so true. I have experienced the same thoughts walking through a local vendor or store who I’d love to support but who doesn’t have the service know-how to keep supportive customers or new-comers as long-time clients.
To share a recent story, I visited a local spot a few months back and purchased a lovely hat. When I went to reconcile my checkbook this month I noticed they still (4 months later) had not taken the money from my bank account. I returned last week and gave the woman cash along with what I hope was taken as a friendly heads up.
Just like not having stock, this business owner was oblivious to the business she lost. It appeared to me that she goes through life and business with a detrimental laid-back or perhaps unorganized approach.
Again, I had the chance to learn not to miss out on business and want-to-be-repeat-customers. Hone skills to service and meet the needs of those customers you do catch and with a little luck and a lot of skill, you’ll have customers for life.