By Joe Lair: A Brandt Group Trainer
Question: When I met you and told you about my business you said something that still puzzles me, “Quit being your competitors best advertising.” I’ve been trying to figure why you said that and I’m still puzzled, help me out.
Yo’ Joe: My dad told me that one day and I and I fell in love with it. Funny how when you finally understand some thing just how poignant it becomes, “No matter what don’t be your competitions best advertising.”
My dad loved saying things to me so I would have to think about them. I’d take what he said let it roll around in my head, until the answer came to me or I ended up back at his office asking for the explanation.
When I figured out, “Stop being your competitors best advertising,” I’ll share just a couple of things that struck me. I need to be paying attention to what I do as I move through my day.
If I am the reason customers are walking out the door not satisfied I’d better understand why. I had to learn that if my customers were leaving my store they were going to be heading directly to my competitor.
Next came this, I’m the one who is in charge of my actions, my attitude all the way down to how my day spins. As I move through the day I need to be mature enough to take responsibility for what is happening around me and how I react.
Blaming customers, employees or others for my attitude and actions is really immature. How I treat each person entering my business establishes the base line for my expectations on how employees treat customers.
Customers enter my business for a reason and how I greet them as they enter sets the tone of the relationship. Choosing to be the reason a customer has a negative experience and than leaves to spend time with my competitors is not okay. Training and improving skills on how best to work with customers is for every ones benefit.
Have Joe answer your business questions. Send them to: johnb@thebrandtgroup.com
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