Yeah, but what’s in it for me?

Dear Reader,

If you own a small business, and are having trouble getting more customers, or keeping the ones you have, then you may be suffering from “aren’t I just the greatest” syndrome.

You see, your customers won’t be yours much longer if all you do is talk about yourself all the time. Because it’s not “all about you.”

It’s all about them, and they want to know, “What are you going to do for me?”

The secret to an outrageously successful business.

If your advertising isn’t making an offer every time it goes out, then you’re wasting money. Throwing good money after bad.

What kind of offer?

I’m glad you asked.

How about what you can offer them that is better, easier, simpler, more cost efficient, higher quality, we do all the work so you don’t have to, etc…. just make it easy for them to give you the money. Don’t make them work to get what you have.

For instance, customer service.

I have, in just the last week, been confronted with some of the worst customer service on display.

Man, what does a guy have to do to get some service in here?

How long will I have to wait to pay you and get my stuff? I’m leaving. Is any body paying attention? Hello, management, are you seeing what is happening here?

Now, on the other hand, I had to go to the Apple store the other day, and the difference in customer service from you ordinary big box store was striking to say the least.

The customer service people there were bending over backward to help me. My new laptop was giving me trouble with logging in. It turned out to be something not well known, but known.

So what happened? Did I have to go through the usual tech support rigamarole? Did I have to reboot my laptop over and over while making silly changes to some strange part of the inner workings of the software on the machine? Was I treated like I was lucky to have someone help me and would I please leave and soon?

Not a chance.

The solution was given quickly and proficiently. I was informed this was a infrequent issue but it was known about so, what was going to happen was, I was going to get a BRAND NEW LAPTOP!!

Not a refurbished, or returned or repair or_________… you fill in the blank with your worst experience.

So what did I get?

It was a brand new MacBook Air with the latest revision of firmware.

I even got an upgrade with no additional cost. A huge, whopping grand over-the-top upgrade and no questions asked have a very nice day sir, response.

I was bowled over with all the attention. This is something truly amazing.

More importantly, I am sold. I am now a dedicated Mac guy. My future computer purchases will be Apple oriented.

You see, it doesn’t take much to get my business. It just takes a little attention to detail, a little show of concern, and some action. Put it all together and you’ve got me.

And do I love to buy things when the service is great. I will definitely be back to that store, in Town Square, to buy something in the future.

Now, if only everyone did business that way. With that kind of enthusiasm and friendliness.

You definitely wouldn’t see so many businesses going out of business.

What you would see is some serious competition. Competition that is healthy and drives the quality that this country used to be known for. Worldwide.

So, as my headline above asked, “What’s in it for me?” I’ll tell you what I want in it: offer me something I don’t have to bend over backward to get, and give it to me with great service, and you will have a customer for life.

That’s surely something to chew on, isn’t it?

Regards,

Andrew