two things happened this morning that got me thinking about my future customers and how important they are. maybe even more important than that is how important it is that they know how important they are to me. important. (i just wanted there to be 5 in the first paragraph).
the first thing that happened was my trip to the gym. now, i’m not stupid. i realize that going to a gym in scottsdale, arizona is basically like being in a wanna be 90210 zip code. believe me, i do not expect the warm, midwestern greeting i grew up with from the folks working the front desk. lamely, each time i go, i am not disappointed by them in this respect. this morning, for some reason (maybe the much increased humidity), it really irked me. i was the only person walking in the front door at that time and i smiled at the girl behind the desk, like i do almost every time i go. in return i get a hand held out for my keys. no eye contact, no smile, no greeting. seriously? i don’t want a hug and warm cup of joe, just some kind of acknowledgment that we’re both humans. that’s it.
now, i know i’m not paying them to be friends with me (that was back when i was a kappa kappa gamma. hahaha). but i’m not paying them to be rude to me either. i don’t remember the part in the contract that said “…and 50% of your dues will consistently go towards ensuring our front desk people will continually have the worst attitude you’ve seen since the last time you were on an overbooked flight.” what gives?
the second thing this morning that made me think about this topic is on a much more positive note. i read this blog (create business growth…can you guess why i’d read it?) and it talked about customer service and why it is so huge. these two things made me think about my customers and how this area is specifically muy importanto to durtbagz because of my business model. um, let’s think about this, shall we?
there is a bit of a domino effect that must occur and that will determine either the success or failure of durtbagz. actually, durtbagz will not fail so the effect will determine the level of success we have. my customers make up 3/4 of my entire business model. not only do i need them to buy the bags (i.e. pay my bills), but i also need them to 1) create the images that potentially will go on the bags, and b) help me narrow down and select the ones that we think will sell by voting on their favorites. basically, i need them to help create the product, narrow down the best ones, and them buy them. and do this on a monthly basis.
these people need to know they are appreciated. these customers will have more power in the company than i do, really. there is only one of me and hopefully lots and lots of them. oh, did i mention that they will consist mainly of jr. high, high school, and college kids? what could the consequences be if they or one of their friends gets treated poorly by durtbagz? do you think they might tell their other friends? do you think that what their friends think is important to them? do you think they mostly do what their friends do? actually, that could be somewhat condescending. better question: do you think they communicate with each other often about much?
i’m not trying to be dramatic, i’m just trying to make a point. if one likes it, they most likely will all like it. if someone has a bad experience, there is a very real possibility that they will be on to the next thing. like locusts. (no, i did not just call my future customers locusts. they work the trends and fads like locusts. don’t accuse me of that, geez.)
durtbagz has to have impeccable customer service because really, the services the customers are providing us are what the company is built upon. without their services, the company won’t work the way it’s supposed to. we need to make them feel like they are a part of the company because they are. three parts, really. we can’t afford to run this company with anything less than semi-decent customer interaction. i’m kidding. i think once we get launched and the concept becomes familiar to customers and visitors to the site, my job will largely be to take care of the troops. and i’m great at that. i’m very bossy. boss-like, i mean. nah, i’m a durtbag. i’m bossy.