For Want of a Nail…Redux
Published by Bob Foster
Back in October, I posted an article titled “For Want of a Nail…” where I described a bad customer experience I had at a nearby coffee shop. I described the poor management of the business, and intimated that the business would not survive under its current management.
Well, guess what! Last month I drove by the coffee shop and saw a large banner over the door that read “Reopening Soon–Under New Management.” Since then, I have stopped in a couple of times and have been pleasantly surprised by the eager greeting, the good coffee, the great service, the offer to set up a frequent coffee card, and the visibility of the manager. All the things that drove me away before have been eliminated and replaced with an attitude of wanting to make me a loyal and happy customer.
Any small business that relies on repeat business to be successful, needs to concentrate on building a loyal following…or “Tribe” as Seth Godin would call it. Now, I predict that as long as the present manager continues doing the things he is currently doing, this business will do well. I am now one of their tribe.
How are you doing with building your “Tribe?”
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I must say this is a great article i enjoyed reading it keep the good work