I live in an area where there are number of what can
be described as 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 whom 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 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 (a suburb in Sydney,
Australia) 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 is an Australian based business adviser and trainer
whose specialty is working with his clients to improve top and
bottom line business performance in a measurable way, through people.
Keith can be contacted at his new website:
www.agiftofinspiration.com.au
or via e-mail:
kready@netspace.net.au
