That,Personal,Touch,What,makes business, insurance That Personal Touch
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What makes a person want to do business with one business but notwith another? I'm not talking about wishy-washy preferenceshere, like "Well, I'd prefer this to that". I'm talking about adefinite want to do business with a particular business, and adefinite aversion to another. "I can't wait to buy fromso-and-so, but I wouldn't go to such-and-such if my life dependedon it." This is one of those questions of the ages... a timelessproblem that business owners face day in and day out. Do youever ask yourself that question? Do you ever wonder why someonepicks you to do business with instead of the guy down the street?I got some terrific insight into this dilemma in an informaldiscussion with my sister last week. She was casually telling meabout an antique store she happened to visit and after being inthere for only a few minutes, she found herself wanting to findsomething to buy. Imagine that! Wouldn't you like to say thatyou had that effect on your customers? I asked her what made herfeel that way. Her answer, like the answers to many questionsthat seem complex, was very profound and very simple."They really cared."I was floored. Of course that makes a big difference, but Inever consciously thought about it in those terms.She had gone in to see a particular lamp, and the person whohelped her said that the design had a special meaning and wentout of his way to find out what it meant, the history of thepiece, etc. It was an attitude of being helpful without beingpushy. It was the personal touch.She went on to tell me about a chain of drugstores in her areawhere it is common knowledge that the people who work there justdon't care. Common knowledge! Can you imagine operating abusiness where your customers expect to be treated badly??? Youcan ask where something is and they will say, "Aisle 13", soundannoyed, and not even look up from what they are doing. Wellexcuuuuuuuuuse me! She avoids that place like the plague. Shesays that their badges should say "Hi! My name is Mary and Idon't care."The difference is in the personal touch. It has nothing to dowith the size of your business or how many employees you have.Employees of large companies like a drug store chain can show it,and small businesses may not.Instead of the scenario above, how about this: "Where's thetoothpaste?" They stop what they're doing, give a big sinceresmile, "Here, let me show you. What brand are you looking for?",then get up, walk to the proper place, find their brand, hand itto them, and then "Can I help you find something else?"Nordstrom's Department Stores is a large company whose employeesare legendary in their personal touch.You should be too. It will make an amazing difference in yourbusiness. Article Tags: Personal Touch
That,Personal,Touch,What,makes