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Enjoy Your Nectarine . . . .
and
remember genuine service and quality product builds a great business
I live in an area
where there a number of what can be described as the traditional family run
corner store. From my perspective, the success and viability of the corner store
business is totally dependent on good product, good service and convenience
combined with great people working behind and in front of the counter. In recent
years there has been a resurgence in the corner store business, mainly because
many of us are now extremely time poor and need convenience when we shop. Enough
of the background, now to my story.
Within walking
distance of my home is a unique corner store business. It is owned and run by a
local family and it offers a variety of general groceries and convenience items,
plus some really great 'cooked on the premises' food that you can take home,
heat up and eat plus a sensational selection of really good quality fruit and
vegetables.
For the last three
years I have been a regular customer and mainly for one product - fresh red
apples, which I have then given away at the conclusion of training and workshop
programs I have conducted on delivering exceptional customer service. Over that
time, I estimate that I have purchased in excess of 1500 apples from this corner
store because they always have fresh, crunchy, quality red apples with no
bruises and dints in them. I am sure you would not be surprised when I tell you
that in all that time, I have not had a bad apple.
What has always
amazed me about this business is that often just as I am about to leave, the
father who the business is named after, presents me with a fresh piece of fruit,
such as a nectarine. Just before this happens, I usually see him out of the
corner of my eye go over to the fruit section - pick out a piece of fruit, give
it the once over and an affectionate polish on his apron, then with a big smile
on his face - he offers it to me with his compliments. Now call this what you
wish, I see this gesture as a simple expression of appreciation for my business
and that he make his customers feel good. The pay off is that I keep coming back
to shop not just for the great apples and the free piece of fresh fruit, but
because he makes me feel extra special and appreciated.
Nick's Quality
Fruit Supply in Narraweena is owned and run by Nick (the father), Maggie (his
daughter) and the other members of the family. They always smile, acknowledge
and talk to their customers in a warm and friendly manner and as you would
expect they know most of their customers by their first name, including me.
I am sure that
Nick, Maggie and all the family also know instinctively that if you treat your
customers with genuine courtesy and respect, do the little things very well,
appreciate them, offer them the best quality product and are always pleased to
be of service - you will create a very successful business and they have.
So what is the
message behind this story - when you have your business running with all the
right ingredients in place and working well, you have time to do the extra
little things that make your customers feel special and talk about you!
Put simply, when we get
it all going right, then we can deliver the nectarines in our business
Written
by Keith Ready - Inspired by Maggie and her family
Keith Ready is an Australian based business adviser and trainer whose specialty
is working
with his clients to improve top and bottom line business performance in a
measurable way, through people.
Keith can be contacted via e-mail at kready@netspace.net.au or you can visit his
website at
www.agiftofinspiration.com.au |
