Every Chaldean business entrepreneur is in business to make a profit. That means having customers, and lots of them. It goes without saying that location is important. Having a hotel by an airport, business district, or entertainment district is a “no brainer”. Opening a store at the crossroads of a busy intersection or highly dense residential area is just as simple. So simple that you will find four convenient stores facing one another or two hotels across the street from one another. Location is one of the primary deciding factors for guests.
If the hotels are next door to each other; one isn’t closer to the airport. One isn’t closer to downtown. If the location could sustain a million dollars in sales and there are four stores vying for that million we can safely estimate $250,000 each. Can we? Will each business operate the same? Will each owner carry the same goods or offer the same service? Drive by any corner crowded with businesses and you would be stunned at how similar they are. There is nothing unique about any of them. They are virtually indistinguishable from each other.
Limited business entrepreneurs turn to the easiest solutions to differentiate their business. Lower prices or give more goods away. This simplistic solution may be a good short term solution but in the long run hurts the business. The long term fix for any Chaldean business owner is to differentiate their business by offering better service and developing meaningful customer relationships.
And this is how to do it…..
What differentiates hotels, convenient stores, restaurants, and most any other business? Why would someone choose to stay or shop at one versus the other? Why would any customer return to that hotel? There is only one reason: the people inside. The employees.
The same is true in any business. How your customers are treated determines if they will return. Whatever business you’re in, the primary element that distinguishes you from the competition is your employees and the level of service they offer. What your employees do and how they act determines client satisfaction.
You may invest thousands, or millions, of dollars in your facility, your phone system, or your computers. Yet, what matters most to customers is how they are treated by employees. Are you investing in your employees? Are they properly trained? And, I don’t mean in the technical aspects of the job. I’m talking about training and empowering staff to provide exceptional service.
Does your staff know your company’s customer service philosophy? Do they know how to handle customers who request a refund or demand a guarantee? Can they communicate with the customer using good listening, verbal and non-verbal skills? Does your staff know how to adapt communication to different behavior styles? Can they effectively deal with upset customers?
Developing customer-oriented employees requires an investment. Every employee who comes in contact with a client will make an impact. What type of impact do you want them to make?
Perhaps this video below can help drive the message home.
Did you find this article helpful? Are you interested in improving your business and making more money? Do you value networking opportunities and enjoy developing ventures or partnerships with other successful Chaldean entrepreneurs. If you answered yes to any of these questions we invite you to join CAP (Chaldean American Professionals).
CAP is a group of successful Chaldean professionals that collaborate and cooperate to improve their business.