The closer you are to the customer, the easier it is to become hurt or disappointed, warns columnist Don Green.
Despite what you might think after all these years, it really does take an awful lot to send me over the edge - especially when it comes to ending a relationship. I know what it takes to keep a customer happy to do a good repair job at a reasonable cost. I know the emotional and economical costs when things go wrong, so it isn't something I take lightly. The obvious question is, why let it happen? The obvious answer is simple: nine times out of 10, it can't be avoided because you don't see it coming. You know in your mind what needs to take place to make things work right, but somehow customers don't.
Like your businesses, ours is built upon long-term relationships. That means we generally are closer to our customers than the larger outlets that depend solely upon volume to sustain growth, which, under normal circumstances, is a good thing, but our growth is based on the wants and needs of our customers. The more intimate you become with your customers, the more rewarding the relationship is. But the other side of the coin is like a sharp knife which can cut deep and both ways. The closer you are to the customer, the easier it is to become hurt or disappointed.