And remember genuine service and quality product builds a great business I live
in an area where there a number of what can be described as the traditional
family run corner stores. From my perspective, the success and viability of the
corner store business is totally dependent on good product, good service and
convenience combined with great people working behind and in front of the
counter. In recent years there has been a resurgence in the corner store
business, mainly because many of us are now extremely time poor and need
convenience when we shop. Enough of the background, now 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 fruit and vegetables.
For the last three years I have been a regular customer and mainly for one
product - fresh red apples, which I have then given away at the conclusion of
training and workshop programs I have conducted on delivering exceptional
customer service. Over that time, I estimate that I have purchased in excess of
1500 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 who 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 go over to the fruit section - pick out a piece of
fruit, give it the once over and an affectionate polish on 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 that he wants to make his customers feel good. The pay off is that
I keep coming back to shop not just 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 in Narraweena 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 name, 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 are always
pleased to be of service - you will create a very successful business and they
have.
So what is the message behind this story - 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! Put simply, when we get it all going right, then we can deliver the
nectarines in our business.
Keith Ready lives and works in Sydney, Australia and is affectionately known as Mr Inspiration. He is publisher of InspirEmail which provides inspirational messages to refresh the spirit and boost the emotional bank account. You can visit his website at www.agiftofinspiration.com.au and he can be contacted via e-mail at info@agiftofinspiration.com.au Keith Ready © March 2004
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