Aretha Franklin belts out her over-the-top hit song from the mid-sixties and it is hard to keep from getting up and dancing. Many of us danced miles to her song and know most of the lyrics! There is one crucial line in her song we sometimes take for granted…”r-e-s-p-e-c-t, find out what it means to me!”
Becky Carroll has a brand new book out entitled, The Hidden Power of Your Customers. There are a lot of tips, tools and techniques in her new book—some new, some an important refresher. But, the real theme of her book is the importance of showing your customers great respect…after “finding out what it means to them!” Her book is laced with stories that poignantly and unforgettably make this point. It is also the theme of her popular blog site, www.customersrock.net. My favorite story in her book is a Nordstrom story…no, not the tires again!
Becky was shopping at Nordstrom for a new pair of shoes while her two sons went looking for a tie for a special occasion in another part of the store. When Becky came to check on them she found one of the store employees patiently giving her two boys a lesson in how to tie them. Then, she went in the back and found them a sheet of instructions describing each step…”just in case you forget how.”
That is R-E-S-P-E-C-T at its finest! How can you show your customers great respect! And, how can you stay up-to-the-minute on what it means to them!