It amazes me how much people will spend on items to promote their business, yet not invest much if any time and money on themselves. If you read the quote above you will see what I mean. “Your smile is your logo” is the first part. How many places to you enter where they do not even offer you a smile? Margie and I recently went to one of our favorite breakfast spots. When we entered the sign said “Hostess will seat you” the hostess, without looking up, asked how many were in our party. After informing her there were only two so she would not have to strain her neck by looking up, we expected to be seated. While still not looking up, she waved her hand in a general direction and said, “You can sit over there.” Had this been our first trip to this place we may not have even bothered sitting down. Margie, in her not so patient with poor customer service way, asked the hostess for some clarity as to what the wave of a hand and ‘over there’ meant. Luckily, a lady caught our confusion and clarified. We were shown to a table and treated to great service by a young lady named Izzy. Had we not ate here before it would not have even come to that. A smile can either make or break a first impression. Best of all? It doesn’t cost a single thing.
“Your personality is your business card” is the second part. Before this breakfast experience, we had went to look for a new vehicle. While at the dealership we ran into the issue of being shown the vehicle for a test drive at the same time another couple was. Our sales man pushed the other salesman out of the way and they exchanged explicatives with each other. As I turned the key I noticed the ‘check engine’ light was on. That coupled with the fact the sales staff was almost at blows, caused me to leave the lot without a purchase. The man gave me his business card on the way out. However, his personality is what I will remember more. Acting with a sense of professionalism and customer service is not that difficult. Neither is refraining from swearing at or punching your coworker. Having a great personality with customers is priceless but does not cost you anything.
The last part of the quote, “How you leave others feeling after having an experience with you becomes your trademark.” Think about how people must feel after having left your presence. I believe this practice should be uniform throughout your business as well as your personal life. Not only is it near impossible to fully ‘switch’ personalities, but it is far easier and less stressful to maintain a great personality. On a personal level, when we DJ there are 3 things I do my best to leave with everyone I come in contact with. First, I like to make them laugh. Everyone needs a little humor, especially when you are out having fun. Second, I want them to feel good about themselves. That is why my humor is usually positive and inspiring. Lastly, if there is a couple in attendance, I try to instill and magnify feelings of love between them. If you go home from our show laughing feeling good about yourself and with a new appreciation for your partner, why would you not want to come back?
All of these items are free from a monetary standpoint. The time and effort you invest in them will be worth its weight in gold. Next time you are in the process of purchasing new business cards or marketing materials for your business, ask yourself, “Am I, and all the members of my staff doing what they can to leave the customer with a good experience?” If the answer is ‘no’ then you might be better off putting your investment there. If the customer has a bad service experience, no fancy business card or flashy mailer will impress them. Spend your time and money on books and materials that can assist you in better relating to people. It will not only help your bottom line, it will also help your reputation. With people sharing their lives on social media and through word of mouth, you cannot afford a poor customer service experience.