“I’m working too much,” my client stated. “Six days a week every week is draining. I can’t get a weekend off.” She paused and then continued, “Neither can my staff.”
“Why can’t you take Saturday off?” I asked.
“Because Saturdays can get very busy,” she replied. “We are only open from nine to noon, but we often get a rush around ten and frequently end up staying later than noon.”
“Can’t you rotate who works Saturdays?” I wondered.
“Not really,” she responded. “Often both of us are needed, especially during a rush.”
“Do you know who is responsible for your situation?” I questioned.
Searching for the “right” answer, she thought for a couple of minutes before replying. “It can’t be my customers,” she began. “They are just showing up during my posted hours. I had considered making Saturdays by appointment only, but I don’t know if I can do that.”
“Which customers come on Saturdays?” I returned.
“The ones that require a great deal of time because they are making a big purchase. I usually know they are coming,” she finished.
“Then why not ask them to come at an appointed time,” I stated. “That gives you the opportunity to focus your attention during the time you are with them. You can still handle those who walk in without an appointment, but spreading out the appointments for those that require a great deal of attention is better for the customer and for you.”
“You’re right,” she agreed. “I want to give those making a big purchase plenty of time. Sometimes lately two or more of them come at the same time, and I don’t feel I give each of them enough attention. If they had appointments, that would not be a problem.”
“Exactly,” I concurred. “In addition, you can give yourself and your staff some Saturdays off. You select the Saturdays for appointments. Take one completely off every month.” I paused and then continued, “You need to establish parameters for how you interact with your customers. Most businesspeople don‘t realize that they set the parameters for customer interaction, either deliberately or by default. By default means no parameters have been set so the customers do whatever they want. Businesspeople react to what the customers want and often are not happy with the situation.
“Rather than being reactive, set the parameters for your customers. Control the situation. Give yourself time off. Your customers will follow the parameters you set. You have only yourself to blame if you do not like the parameters, and you are the only person who can change them.”
She smiled and replied in a determined voice, “I am implementing this change immediately and putting it on my digital sign today. Thanks!”
Take a look at how your customers interact with your business. Have you set the parameters for that interaction? Are some situations irritating you? Do you wish to eliminate these situations? If so, you are the one who can change it. Set the parameters that create a situation you want.
This week's marketing trivia challenge is What interaction with customers irritates you? E-mail me your answer.
“Why can’t you take Saturday off?” I asked.
“Because Saturdays can get very busy,” she replied. “We are only open from nine to noon, but we often get a rush around ten and frequently end up staying later than noon.”
“Can’t you rotate who works Saturdays?” I wondered.
“Not really,” she responded. “Often both of us are needed, especially during a rush.”
“Do you know who is responsible for your situation?” I questioned.
Searching for the “right” answer, she thought for a couple of minutes before replying. “It can’t be my customers,” she began. “They are just showing up during my posted hours. I had considered making Saturdays by appointment only, but I don’t know if I can do that.”
“Which customers come on Saturdays?” I returned.
“The ones that require a great deal of time because they are making a big purchase. I usually know they are coming,” she finished.
“Then why not ask them to come at an appointed time,” I stated. “That gives you the opportunity to focus your attention during the time you are with them. You can still handle those who walk in without an appointment, but spreading out the appointments for those that require a great deal of attention is better for the customer and for you.”
“You’re right,” she agreed. “I want to give those making a big purchase plenty of time. Sometimes lately two or more of them come at the same time, and I don’t feel I give each of them enough attention. If they had appointments, that would not be a problem.”
“Exactly,” I concurred. “In addition, you can give yourself and your staff some Saturdays off. You select the Saturdays for appointments. Take one completely off every month.” I paused and then continued, “You need to establish parameters for how you interact with your customers. Most businesspeople don‘t realize that they set the parameters for customer interaction, either deliberately or by default. By default means no parameters have been set so the customers do whatever they want. Businesspeople react to what the customers want and often are not happy with the situation.
“Rather than being reactive, set the parameters for your customers. Control the situation. Give yourself time off. Your customers will follow the parameters you set. You have only yourself to blame if you do not like the parameters, and you are the only person who can change them.”
She smiled and replied in a determined voice, “I am implementing this change immediately and putting it on my digital sign today. Thanks!”
Take a look at how your customers interact with your business. Have you set the parameters for that interaction? Are some situations irritating you? Do you wish to eliminate these situations? If so, you are the one who can change it. Set the parameters that create a situation you want.
This week's marketing trivia challenge is What interaction with customers irritates you? E-mail me your answer.
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