Smile Service!
How will it be – if every customer facing employee is smiling every minute looking at the customer, irrespective of the situation?
It is far better than having lifeless counters that stare at you to ensure not approaching them, in the name of "single window" service!
Overdose always has an effect for sure. If not anything, it will change the behavior.
Every start-up follows some positive/ negative reinforcement to enforce a customer friendly behavior. Once it moves to the growth phase, it starts classifying customers into different buckets and starts treating them differently. What most of these classifications miss out is the impact early customers had – irrespective of their personal net revenue/ margin contribution.
Early starters are the evangelists. They come mostly in small packages – guys who like to experiment, stick for a long time and provide timely, but mostly unsolicited feedback. More than that, once satisfied, they bring loads of high paying customers that shape the business. They are the future shifters! Ignoring them in the growth phase, brings more competition! Having them in the kitty, ensures more growth!
It is time customer relationships are based on the value of relationship away and beyond the direct dollar impact! Ask the ever nourishing small and medium enterprises like your favorite hotel, retail shop, book store… – majority of their success is attributed to the most loyal, early adopters!
Without worrying too much about the size of your business, teach your staff to smile… It does not dent your cost kitty. Who knows – they eventually get the real charm on their face, by habit and your cash register rings continuously… keeping competition away on their toes!
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