Tips From The Coalface December 2015
I heard about a guy in New York who’d discovered a brilliant laundromat where he could get his washing done, his shirts pressed and suits dry cleaned. It was new and the lady who ran it was really on it in terms of customer service.
A great new place gets more clients and soon it got busier. After several months it started to get so busy that the service slipped. The lady became a bit snippy when he went in because she was under so much pressure. Mistakes got made and items got lost.
The man said he would have happily paid two or three times the prices he was paying to support the business and to keep the service levels high. He believed many other customers felt the same way.
Eventually the man stopped using a business he’d once loved.
Are you a victim of your own success, just like the laundromat? Many business owners refuse to acknowledge that they can’t just keep doing it all for everyone. They’re not able to muster up the courage to increase prices, or more importantly let some clients go who don’t really fit what they do.
All of these firms once prided themselves on the service they provided, but now they’re so stretched mistakes get made and life isn’t as much fun anymore.
Don’t let yourself get snippy, stressed and watching service standards fall. Address the real issue and watch your business fly.