It is remarkable how often one encounters a retail establishment that lacks the two key ingredients for success. Firstly, the goods and services offered must be of acceptable or high quality. Secondly, the customer service provided must be good enough to create a pleasant experience for the consumer.
This experience should be enjoyable enough for two outcomes: first, the consumer will return to make future purchases, and second, they will spread positive word-of-mouth by recommending the establishment to their friends. Without these two elements, most retail stores will struggle to succeed. They may fail before they have a chance to recoup their investment, or they may continue to exist but with the owner working tirelessly without making significant profits.
The owner may find it difficult to take vacations and become increasingly frustrated. In hindsight, they may realize that they could have done better in their retail store or pursued a different path that provided them with passion and motivation to succeed.
It is not a secret that individuals with more financial resources often have more opportunities and options to enjoy life. They can afford leisure time to study and educate themselves further or go on vacations to explore different parts of the world.
Customer service plays a vital role in any retail business, and I would argue that many employees are not adequately trained in this aspect. Not only does this negatively impact their own fulfillment in life, but it also silently harms the business that supports their families. It is far better for a retail establishment owner to invest in proper training for their employees to ensure they do not inadvertently harm the business, especially in situations when the owner is not present.
Unfortunately, some retail owners are unaware of this and fail to provide satisfactory experiences for their customers. It is time to reflect on the meaning and importance of providing excellent customer service.
