Rainbows End

How come some businesses are doing really well despite the current economic climate and some aren’t?

One reason is that some businesses make it a priority to be a step ahead of the competition by ensuring that their employees are performing at optimum levels.....and some don’t. My husband is currently overhauling our bathroom (and by overhauling I mean ripping it apart limb from limb, dragging it kicking and screaming from the early 1960’s into the present and lovingly restoring it in full Victoriana glory) and it through this experience that I draw my conclusions.

Some businesses that are...

1. The Vitreous Enameller: currently the guardian of our precious cast iron bath, located 160 miles from us. Small, family run firm, operating in a niche market. Staff answer the telephone politely, know the answers to my questions, are helpful, respond to e-mails in a reasonable timescale and the firm promises that if I am not entirely satisfied with the result then they will do it again. Spot on.
2. The Plumbers Merchant: even sent someone to visit our bathroom as the fittings were so unusual that they didn’t want to order the wrong parts.What can I say?

Some businesses that aren’t...

1. The Decor Shop: staff very pleasant but unable to answer my fairly basic questions relating to wallpaper and paint (stock in trade one would have thought). I was referred to another customer (who was in the queue) when I asked if they had a wallpaper measurement chart! (note to bloke in queue: your professionalism and attention to detail were second to none, and feel free to use my comments in your marketing material)
2. Some professional sellers on e-bay: Really bad photographs and descriptions, failing to add any specifications at all to their items, not responding to questions posted and when they do sounding like teenagers with attitude.

HOW DIFFICULT CAN IT BE????

Having conducted a robust analysis (as you can no doubt tell) I conclude that businesses that fall into the second category need to spend a little bit of time working on the following:

• If you want your staff to answer customers questions then you had better make sure that they know the answer (or alternatively, go bust)
• If you want your staff to be nice to customers, make sure that they are happy at work (or go bust)
• If you want your staff to be happy, start at step 1 again (or it’s overs gadovers good night Charlie)

For more ideas on improving a business see our workshop section