Shoot
for Success by Aiming to Please Many
a great teacher has professed the pearl of wisdom that when one chooses to
focus on helping others to attain satisfaction and achieve success, they
in turn enjoy ultimate success. Consider
this from the Bible: "Riches and honor are with me, enduring riches
and righteousness. My fruit is better than gold, yes, than fine gold, and
my revenue than choice silver. I
traverse the way of righteousness, in the midst of the paths of justice,
that I may cause those who love me to inherit wealth, that I may fill
their treasuries." I
was too young to really understand this wisdom when I bought my first
business - a drycleaning shop - during the peak of the early 80's
recession when interest rates of over 20% made many a loan shark shy(lock).
But what instincts I did possess guided me to the realization that if I
made it my mission to hire the best people and work with them in a
harmonious fashion to produce the best product in my trading area, I would
in turn bring success for everyone. I
paid my people more than any competitor. I wrote a sales manual with the
direct input of my employees and had meetings "away" from the
sweatshop at my home. Enjoyed regular dinners in nice restaurants with my
store managers. In reality, I became friends with my staff and made them
call me by my first name rather than the cold and stoic "Mr.
Beneteau", like my competitors did. Generous bonuses were given to
the truly deserving. I tried my hardest to make a true team by asking for
their opinions and advice on every critical issue. And I'll tell you what,
I got great ideas from them! The
beauty was, they all thought like our customers did! And what a way to
approach customer service in a business where in reality, the drycleaner
was the last in a long line of services customers didn't want to have to
spend their hard-earned income on. And
what about my customers? Well,
the employee sales training reflected my employee's ideas. It all boiled
down to "treating" customers like family. And since my staff had
a lot of input into the manual and our procedures, they took the job of
training new employees very seriously. So, they took possession of the
training ritual, which became "Customers are King". On
the production side, I had all the bases covered - experienced and (now)
well-paid staff, good machinery, the best supplies, slick packaging,
upgraded stores and of course, top-notch public relations. Complaints?
Of course we had them. But my eager staff was trained to turn every
complaint into "an opportunity". The opportunity to make every
unhappy person a loyal, lifetime customer. A customer who would in turn
tell everyone they knew that their drycleaner bought them a brand new suit
just a week after losing their seven year-old suit. Competitors told me I
was a "sucker". My heart told me this was the way! Word-of-mouth
became my number one form of advertising. I
was young and wet behind the hearing organ when I made these choices. But
the epilogue has it that I did "clean up" in my town. In one of
the most difficult and complicated businesses to run, I simply parlayed my
early beliefs, which gratefully were the ones I still carry with me, into
a successful multi-store business with happy customers, employees and a
pretty darn good bottom line. And
you know what else? After having sold this business from
"underneath" my wonderful employees nine years ago, they threw
me the most wonderful and unforgettable "retirement" party. I
was only thirty-six. Their best-wishes cards still bring tears to my eyes
and their gifts, a gold neck chain and bracelet I wear to this day. I
still get phone calls, Christmas cards and letters from some of them. I'm
forever running into my former customers who almost without exception, in
some fashion, say to me "I wish you were still in business". Thing
is, I AM still in business, albeit in cyber-space. And I'm doing very well
thank you. I still hold dear, and know that those same values that I
started with almost twenty years ago, are responsible for what I have
achieved today on the Internet. Folks,
if there is only one thing that I will ever write that has any kind of
impact on you, let it be this: Shoot for Success by Aiming to Please. Written by Rick Beneteau
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