Successful businesses do this really well.

Posted by John Park on Aug 11th, 2014
Aug 11

Thanks to Groupon and other group deal web sites, I’ve been to a number of business establishments once.

Why just once?

In most cases, we got what we came for and so so service–what you might expect from most retail businesses these days.

These flash sale web sites offer an unprecedented advantage to business owners–the ability to clearly identity first time patrons.

Why then did no owner, manager, cashier or server say to us… “Hello, I understand it’s your first time here. If there is anything I can do to make sure your visit is a great one, please let me know. Also, here’s a coupon for your next visit. We hope you come back.”

You get the idea.

Think of it as a relay race. Groupon is running the first leg (getting the customer to walk in) and the merchant is running the second leg (delivering an experience worth coming back for).

Most successful businesses do one thing very well. They know how to identify a new opportunity and capitalize on the moment. In essence, they don’t drop the baton.

A customer walking into your business for the first time is a new opportunity. It can change everything.

Seize the opportunity.

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What Came First, the Chicken or Customer Service?

Posted by John Park on Aug 7th, 2014
Aug 7

My kids and I went to an El Pollo Loco the other day to pick-up some dinner.

There was no one in line. We walked up to the cash register to order and the Manager (in the white corporate dress shirt) said to me “I’ll be with you in a moment” and walked away.

I saw her go into her office and I could hear her doing things–important work I’m sure.

I waited and waited. By this time a line had formed. Periodically, I would get a blank stare from the cooks and the worker bees on the line.

Knowing that I was in a shopping center with approximately 10 other dining choices, we left and took our business elsewhere.

What’s more important than the customer standing directly in front of you?


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The Customer Service Business Lesson From Empty Booths

Posted by John Park on Nov 3rd, 2012
Nov 3

Recently, I took my family of four to a popular neighborhood restaurant.

The place was about half full. The host/waiter escorted us to a small corner table. I asked if we can sit at one of the empty larger booths.

The waiter asked the manager who promptly said no. The manager went on to explain that the booths were only for larger parties. Normally, I would engage at this point but I was so tired after a long day, we just accepted the small table.

Our dinner experience lasted for about an hour and a half.

And… giving me cause to write this piece, the booth we wanted to sit at was empty the entire time. I guess the phantom customers never arrived. The nonexistent customers were of higher value to the manager than us paying customers.

I would like to think that this scenario is not familiar to you and that something like this has never happened to you. Unfortunately, I know that’s not true.

In business, it’s important to take care of the customers you have instead of the phantom customers you are expecting.

Fleeting are the customers who are mistreated by you and courted by your competitors.

Jul 8

When Time Magazine declared EVERYONE as their person of the year, they had many scratching their heads.  In reality, they were right on the money.  Their tribute to the way an average Joe could create content and empower themselves on the WWW was well deserved.  The flip side of all of this is that businesses must also be aware of the empowering mass media tools readily available to every customer they serve.

As of today, this video has been seen over 250,000 times.  I bet United Airlines wishes now that they had fixed or replaced the poor guy’s Taylor Guitar.  We’ve all been there but now we have free tools to let millions know about it.  Food for thought for all consumer brands.  Social and Viral Marketing needs to be taken seriously.  It’s not just a buzz phrase.  It is very serious business.

Until Next Time…

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The Death of Capitalism in a Presidential Election Year

Posted by John Park on Oct 18th, 2008
Oct 18

Abraham Lincoln Pro Capitalism

In this year of 700 Billion Dollar bailouts, 85 Billion Dollar loans to companies that like to spend 500K on company retreats, and possible write-offs of loan amounts speculative homeowners willingly signed for because of greed and envy: I can’t help but fall back on my true to the core capitalistic principles.  The fact that our politicians are now taking the lead from financial market decisions made in Europe might have something to do with it as well.
Both Barrack Obama and John McCain have abandoned CAPITALISM for an election.  In a Capitalistic Society, some will fail and some will succeed based on decisions made by individuals and because of market conditions (Timing).  Government should implement policies to grow these principles and afterwards, GET OUT OF THE WAY.  Government should not serve as a deterrent to failure.  Without failure, success cannot exist.
Now, you know how I REALLY feel.  Would you expect a Biz Crusader to have any belief other than the above?
As an example…I would like to offer you a few quotes from another Biz Crusader.
“Property is the fruit of labor…property is desirable…is a positive good in the world. That some should be rich shows that others may become rich, and hence is just encouragement to industry and enterprise. Let not him who is houseless pull down the house of another; but let him labor diligently and build one for himself, thus by example assuring that his own shall be safe from violence when built.”
“The prudent, penniless beginner in the world labors for wages a while, saves a surplus with which to buy tools or land, for himself, then labors on his own account another while, and at length hires another new beginner to help him. . . .  Many independent men, in this assembly, doubtless a few years ago were hired laborers. . . .”

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