I wanted to buy my son, living in a country town, a pair of good sneakers “remotely”. Being sneakers he needed to choose them for himself so he could be sure that what he got fitted him.
I rang a branch of a well-known clothing store chain in his town and asked the rather unenthusiastic person who answered whether I could purchase a gift card over the phone so my son could come in and use it to buy his shoes. Much to my disappointment they told me they were “not allowed to do that” and kicked the 100 bucks I was about to spend out the door.
Disappointed, because I really did want to give my son the gift of a new pair of sport shoes he was desperate for, I rang a local trader in the town.
I made the same request of the cheerful sounding team member I was greeted by, but quite a different response! “Yep, no problem! Just give me your credit card details and we’ll have his gift card waiting for him when he walks in.”
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It was simple, as easy as that… and that local store made another 100 bucks in sales.
What was the difference? Attitude, pure and simple!
It was easy peasy for someone who cared about their customers and their business and wanted to make every opportunity a winner. It was too tough for someone who was “just a staff member” in a chain store.
I’m reminded of the memorable line in the movie Jerry Maguire “Show me the money!”
And in your business that should be your mantra. I’m not inferring you have to be greedy but, when a customer shows you the money, always have the enthusiasm and means to deliver what they want.
Stealing the Optus catchword, it’s a “Yes!” every time.
Having that attitude isn’t that hard… but it’s very, very rewarding!
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