My family and I went out to this little Italian place in our neighborhood this evening. Before I continue, why the hell is it always a “little Italian place”? No one ever says, “I went to this freakin ginormous Italian place.” I might go on that show “Shark Tank” and pitch this idea. Screw all this sales training stuff but any who . . .
Its one of those half pizzeria/ half restaurant types of places.
The pizzeria was booming.
The restaurant . . . not so booming. In fact, we were the only people there.
The waitress couldn’t do enough for us.
Our drinks never went empty.
She had a wonderful personality and showed a genuine interest in us.
She took great pride in decorating our dessert as if she were creating a work of art. A work of art that I promptly attacked like a lion taking down a gazelle but minus all that blood and the preponderance of raw gazelle but you get the point.
When we were leaving she took the time to shake our hands and thank us.
Note: She wasn’t doing this because of the tip I left her. I stiffed her for being too nice (come on did I get you for like a second?) Actually, she had no clue what I left her at that point. She was just showing her gratitude!
We had her undivided attention!
It made me think about the early days of growing our book of business. In the beginning, we typically don’t have lots and lots of customers so we trip over ourselves servicing the few that we do have.
We have the time and . . .
We’re really hungry to grow that business so . . .
Our customers have our undivided attention!
The challenge then becomes scaling that undivided attention once that book of business grows or at least giving the perception . . .
That you’re still tripping over yourself to out service, out care and most of all . . .That they still matter to you!
Most people won’t scale that initial level of undivided attention.
Most people will tell you that you can’t.
I see that as an incredible challenge and opportunity for those who wish to competitor proof their business!
Your turn . . . How do you make your customers feel is if they have your undivided attention?
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