Drive down any street; on both sides are businesses competing for your dollars. They have their beckoning signs, their displayed inventories, their trained employees, their promotional strategies all focused on luring the customer and making the sale. If they fail to capture sufficient customer interest and enough dollars, the business dies.
Whenever customers or clients come, they have one overriding unstated concern: MAKE ME GLAD I CAME HERE. Every employee in that business should strive to figure out how to accomplish that. It is their primary job function, no matter what the job description says.
In a restaurant, for instance, the food should be at least adequate in taste and appearance; the mood should be comfortable, clean and inviting; the service should be prompt, efficient and performed with thoughtful concern. The ideal is acheved when every part of the dining experience matches (or exceeds) the customer’s expectations. When it works, the person with the money is glad to be paying for what he gets. If there are any surprises, they had better be good ones.
If you want to stay in business the corollary rule is: WHATEVER YOU DO, DON’T MAKE ME SORRY I CAME HERE. You don’t just lose a customer, you make an enemy-and they can do you business untold damage.
Anyone who runs any kind of business, or provides any kind of service, or works for someone who does (even the government) ignores this advice at their peril.
This article first appeared in BonBons to Sweeten Your Daily Life-Wisdom that Works
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