As the title says- a little extra effort, makes the difference. This statement first came to me from the Penticton Knights. They were a junior hockey club playing in the old BCJHL that used this as their slogan for a few years. In fact, I still have a sticker on my skates from back in the day (circa 86-87′) with the logo and slogan.
I was inspired by this quote again this morning from a story on Inspire More of a Sherwood Park woman who left her car after a night of drinking at a local establishment. The manager of the establishment left a note on her car and thanked her for not drinking and driving and gave her a coupon to return. An absolute genius idea that everyone should be doing. Not only does it promote the public safety aspect but it does something far more important for the business. It creates loyalty and in this particular case, a viral social media posting for the company involved. Which all came from a GM with a policy for caring and wee bit of opportunism.
So, what are you doing to create this type of environment in your establishment? What are you teaching you staff? What are you doing for your clientele that make them inherently feel loyal to you? You can use words like value, or service, but neither of those create loyalty. Loyalty is created, by a mutual respect between the client and the provider of the service/product, employer/employee, husband/wife, child/parent. It is about building relationships that are mutually beneficial to both parties. Treating people with respect goes a long way in business and when you actually care about your clientele, it’s that little extra effort that makes the difference.
Here is the link to the original article here.
By Rob Hilditch, franchise professional and business consultant