Customer service is just as important as the bottom lineDid you ever wonder why some businesses fail while others succeed? Certainly the product/service must be one factor but another may be as simple as good customer service.
I have a good friend who went to a new bicycle shop recently. The owner opened his place not too long ago. I've seen the owner at a couple of rides and he does a good job of guerilla marketing. Before group rides and at stops he'll hand out small flyers. So what's up? Well, as mentioned, my friend stopped at the bicycle shop but felt like the owner didn't want his business because he was too busy doing something else. The funny thing is my buddy was prepared to spend because he needed some new tubes. With less than perfect customer interaction, the owner lost a sale and perhaps a new lifelong customer. I should mention my buddy shared his experience with nearly a dozen fellow riders (including me) who ride together regularly and buy bicycle related stuff to maintain their bicycles. Oops!
Now I'm sure that opening a new enterprise probably has the guy stressed out and wearing so many hats at once (marketing, selling, operations, bookkeeping) can be draining. The cash flow worries of knowing how much you need to cover for overhead and the like can spill over in ways never intended which includes blowing a sale.
I am hoping the owner just had a bad day and I'm willing to give him the benefit of the doubt by stopping in his store the next time I need something for my bike(s). As a small business operator myself, I'll probably share with him some tips on what it takes to remain in business. For one, a customer is to be highly valued and they always deserve your best.
I am a CPA in San Antonio and provide bookkeeping, payroll, taxes and more. We offer a free initial visit and look forward to serving your business needs.
Richard J. Garcia | 07/26/2010