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Support_Is_The_Key_To_Business_Success
| Support Is The Key To Business Success
I know of a town in which there are five hardware stores.
Competition is keen. Customers come primarily from the
countryside which surrounds the community.
I entered one some time back. Call it Joe's Hardware. I was
looking for a filter for my heating system. But couldn't find
one. And no clerk was close by.
I leaned inside the office door and asked of three men, "Can
you help?"
An older man, just about to settle into a chair, straightened
quickly, moved toward me, smiled, and said, "Sure thing." The
two younger men in the room never looked up.
The old man had looked tired as he was sitting down. I kind of
wanted to apologize for interrupting him. Yet he eagerly went
out of his way to be sure I found what I wanted.
He spent some 15 minutes with me. I bought a heater filter and
three night lights. Total paid? $12.47. The man didn't make
wages.
But it was this old man who had built this store to be the
choice of most. For forty years, he had the most complete stock
in town. He either beat the competition or matched them. And any
problems were quickly resolved with a great smile. He was always
ready to take yet another step on behalf of a customer.
He had passed the store on to his sons, when I last visited.
The two younger men who had not looked up when I asked for help.
Prices are higher. Service and support are way down. Nobody any
longer recommends Joe's Hardware. Although most still think well
of Joe.
He built his business with great service and support. His sons
are allowing it to perish for they have more important things to
do then hustle a $12 sale.
In all, emulate this remarkable man, Joe. Provide outstanding
service and support. Without it, your business will perish.
About the author:
Bob McElwain For ANSWERS, click
to subscribe to "STAT News"
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