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?