Barkley: The business of business is business

"The business of business is business." I have read and heard that phrase a number of times. Causes one to pause and ask, ‘huh?’

My take on it is that businesses have to take care of their own business all the while selling their products or services. It may sound easy, eliciting a ‘duh!’ But saying it and doing it are two different animals.

A few years back I was able to interview about 20 some businesses in Maricopa – from home-based to brick and mortar storefronts. I came away with a wealth of information that gave me an insight into the mentality of how business principals in Maricopa do business.

Common among smaller storefront businesses was ‘the rent is too high, and I need more customers.’ Common among home-based businesses was ‘I need more customers.’ Common among larger businesses was a focus on customer loyalty/satisfaction.

Quite a difference I would say.

So how does the rent being too high and more customers mentality get to the next level of making certain customers are satisfied and remain loyal? That is where the business of business is business part comes in.

Having shopped a majority of the stores in Maricopa and having used some of the home-based services, I see many, many opportunities for improvement. Here are a few:
 
• Get back to your customer now – not tomorrow or the next day or the following week
• Get clear on what the customer wants or expects
• Listen to your customers
• Ask your customers how you are doing
• Say thanks for the business
• Develop a customer loyalty game plan
• Reward customers for doing business with you
• Ask your customers for referrals
• Ask your customers for testimonials
• Appreciate your customers
• Train your front line people in BASIC customer service
• Smile
• Be energetic