Blog provided by CJ McClanahan, Founder of reachmore.
How important is a customer to your business?
For the past 3 months I have visited a local Kroger (great salad bar selection) for lunch a few times a week.
The first day I ate at their local café I soon noticed that the ice machine was not working. I had to ask the staff to get me some ice from another location in the store.
I might as well have asked them to donate a kidney. They were not happy with the request.
Last week, I visited the same Kroger for lunch as I often do (again for the great salad bar selection). Would you be amazed to learn that the ice machine is still not working – 3 months later?
Would you be even more amazed to know that the staff is still stunned every time I ask them to fill my cup with ice?
I am really not that hard to please. All I ask is that they fix the ice machine. That’s it.
And now, I write a blog talking about the ice machine. It’s as if they could care less about the customer experience.
Do you care about your customer’s experience?
Are they writing a blog about you?
CJ McClanahan is the Founder of reachmore, which teaches small business owners how to build a business that runs without them. CJ is currently the business coach of Tom Jackson, C.E.O. of Jackson Systems.