At Skaters Landing we answer the phone; “Skaters Landing, this is Chris(insert any name), How may I help you?”  By help we mean; be of any service.  Answer a question?  Schedule an appointment.  Direct you to the correct person.  Provide further information on a product or service.  Or just share some information about ice skating in any way!

Execution of spectacular service should be at the heart of any business!  The products are the products.  They all have pros and all have cons.  The way a business takes the customer by the hand will determine the potential for any  long term relationship with that person.   Companies say they cannot afford to offer good service.  It seems to me that  great service is really nothing more than great relationships.

As a business owner, I will NOT implement or create any policies, strategies, or programs that would be unacceptable to me.  It is that simple!  Help people in the manner you expect to be treated. 

Businesses are not about policies or the company.  Businesses are owned and  operated by people.  The employees.  The entire business from its inception through its growth and maturity is about people. The customers.

I recently helped a potential customer purchase a product from one of our vendors directly, as we did not have the product in stock.  I called the vendor.  I booked the appointment for them, giving them the phone number, address, and contact person for their appointment.   I lost the sale to my supplier, but gained not only a new customer for life, but a loyal fan.  They ended up spending more money on our other offerings while I busily helped them make a purchase elsewhere.  They brag about their experience to everyone they can.

It has left me wondering; who really helped who here?