How Good Are Your People Skills?
Written by CMG News Contributor, Doug Carleton
When asked what the purpose of their business is, most business owners answer that it is to make a profit. The purpose of your business should be to exceed your customers' expectations, and if you do that, the profits will come. How do you make your customers feel? Do they feel special when they walk into your place of business? After they have left?
You are never going to win on a transaction. You’re only going to win if you can build a relationship.
If you’re competing with the Amazons and their relatives of the world, you had better compete on your people skills because you’re not going to beat them on price regularly.
Your most important inventory is your people. Do you listen to your employees? Do you ask them what’s working, or not, or could be improved? Can they feel proud to be a part of the business and feel like owners? That you are invested in them? That you want to help them gain new skills? Are they recognized for their achievements? They are the inventory that the customer will buy. If the inventory selection (your employees) is good, the customers will want to return because they had been made to feel special.
Think of a restaurant. If you go there fairly often, do they know your name? Do they know what you like? There is a restaurant that I go to regularly because they have the best milkshakes that I have found. When I walked in recently, the head server turned to the one who would be waiting on me and said, “He wants a small chocolate shake and a water with no ice.” The milkshakes are great. The food is ordinary. But the relationship keeps me going back.
“People will forget what you said, people will forget what you did, but people will never forget how you made them feel.”