In the small river town of Bellevue, KY where I live there are quite a few local shops and eateries. I try my best to shop local or in family owned businesses when I can. However, I find that some of these businesses drive customers away through pour planning and customer service. The city has put much emphasis and resources into helping businesses that won’t help themselves. The key to maintaining a business is having a product that people want to buy and great customer service to deliver that product. It should be about the customer. If I wan’t to pay with a credit or debit card I should not be made to feel bad about it or pay more for it. Credit card fees are a part of doing business; either accept credit or don’t. Customers don’t like “Anti Customer Service” signs reading “Mean People Go Away” when they’re waiting fifteen minutes to buy a cup of coffee. It’s as if they know they give poor customer service and don’t care. I would rather endure 3 minutes at the CONVENIENCE store than fifteen minutes at the family owned business with poor customer service.
It’s the little things that bring people back to your business and compel them to refer people to you.
Just a few thoughts from a consumer!