Diffusing the great mask debate!
Masks are making business owners crazy!
Whether you agree with wearing them or not, as a business owner, you need to figure out how to diffuse customer situations from escalating and enforcing employee compliance. And still keep your sanity!
I just created a short video, 3 things you can do to diffuse the great mask debate and 1 thing you should absolutely NOT be doing!
The successful business is one that solves problems. Duh!
A very successful small business owner said to me last week, " A successful business is one that solves problems." It's a beautifully simplistic motto for us to remember daily.
What I am finding however, in the post-quarantine world, is too many business owners are trying to solve their own problems, not their customers'! It's understandable. You're fighting for the future of your business.
But if you are really looking for immediate and long term success, you need to be thinking about how to serve your customer. In subtle - and not so subtle ways- you may be putting your needs before theirs and quite frankly, losing the loyalty of these important early stage return customers.
Here are a few examples I’ve seen in just the past week:
A restaurant owner doubling the price of wine by the glass with the explanation that f he isn’t going through wine as quickly. Duh! Why not offer attractive wine by the bottle options to increase average sale and make the customer feel great about purchasing it?
A clothing retailer desperate to sell existing inventory that consists mostly of prom and wedding guest dresses. Duh! For the most part, people need comfortable daily wear to get them through a routine summer. Keep changing your inventory to meet the changing needs of today’s consumer and when the time comes, they’ll come back for your specialty.
A restaurant trying to cram outdoor seating areas to maximize capacity is wondering why so many potential customers are walking away. Duh! Even if you’re not scared of the virus, there are plenty of people who are still fearful. Do everything you can to make them feel comfortable. If you have to charge a minimum in order to make your numbers, go ahead and do that but don’t be insensitive to customer needs.
A dry cleaner bemoaning there’s no business because people aren’t going to work. Duh! By contrast, another dry cleaner is literally cleaning up by helping customers “clean the quarantine” out of their home goods (sheets, bedspreads, etc.).
Your custome'rs needs today bear almost no resemblance to their needs four months ago! Don’t sell them what you have. Fix a problem. Fill a need. Calm their fears. Solve today’s problems today and you’ll most likely have a loyal customer for life.
Until next time remember,
You can do this!
Angel