By now you may have heard that Sears has closed some US stores but in Canada say’s they will improve Customer Service in the stores rather than close or sell any stores.
Below you can read a column citing Sears Canada as an organization to emulate or study when it comes to serving customers effectively.
Below this sentence you can read a release about this development at Sears.
My question is whether YOU feel stating that “we plan to make the shopping experience better” is a good statement or bad statement for Sears to make? i.e. does it say that the experience wasn’t good before to customers who have been supporting them until now OR does it say we’re always looking for ways to improve the experience for our customers?
I’m not judging one way or another – would just love to hear what others thing / feel about this move?
Until then, here’s to GETTING STANDING OVATIONS FROM EVERY CUSTOMER,
My Mother’s Mailman (well Mail-lady actually) used to arrive every-day with a dog biscuit for the Black Lab that My Mother had for 9 years.
I think it’s safe to say that she didn’t receive any financial benefit as a result of taking this extra initiative, however, she sure had fans in my Mother and my Mother’s dog.
Had she went into business for herself after all those years of going above and beyond, and had my Mother discovered this, isn’t it safe to say that my Mother would be a major supporter in helping her business grow?
Want to know why more people don’t go this far? Check back later this week for my opinion on this.
Until that time, perhaps you might like to think of a way that you can create fans for your personal brand like this Mail-Lady did with my Mother and my Mother’s dog, and also like this lady, without expecting anything in return.
Until that time, onwards and upwards,
The Following is an excerpt from our 2010 interview with Customer Service Guru John Dijulius of the Award Winning John Robert’s Salon.
Noted John, “From the first day, we knew we wanted to be completely focused on our customers, and that it was the best way for us to launch and grow the business, and that was partially driven by my desire to understand how an organization like Disney could engage a staff of close to 50,000 people on a daily basis. Once I got my feet wet in the business of serving with excellence, I started to understand that the companies that get it right more times than not, these organizations are typically the ones who are already good at it, and they are obsessed with serving the customer effectively. The funny thing is, the ones who need it most, those are usually the ones who won’t invest in it, and feel it’s a waste of money. It’s kind of ironic, isn’t it?”
Isn’t it funny how the organizations who are already doing a good job at serving with passion continue to invest and those who may be struggling don’t see the value?
So what’s the secret I’m referring to? Invest (personally or professionally) in creating a world class level of Customer Service.
Food for thought, isn’t it? If you want to be and operate at a world class level, you need to emulate what the world class providers do.
If you want to become the supplier that customers flock to, you have to fully understand what those customers are looking for, and serve accordingly.
The following is an excerpt from my 2010 interview with Cora Tsouflidou, founder of Cora’s Breakfast Restaurants.
And when asked why customers are choosing Cora’s more and more often, she adds, “People are looking for a quality, unique and tasty food experience; and Cora’s serves that up daily. We are really just answering the demand for Healthy Food in a desirable package.”
Perhaps that explains why the Cora’s Franchise group (at the time of our interview) is comprised of 115 stores across Canada, and providing paychecks for 4,000 people.
That’s what happens when you place your focus on your customer’s needs rather than your own.
Until next time, here’s to your greater success,