I just had to share this article from The Age, because it captures the exact problem going on in tourism today; its more than just poor service and depreciating product, in fact its far more, its ATTITUDE and GREED!
A little bit of karma goes a long way for businesses
The concept of karma is thousands of years old. But, in an era when a business’ deeds can be shared, judged, and actioned by a well-connected public within seconds, it’s a concept that is more relevant than ever.
Recently a Canberra café surprised one customer, who, when trying to pay for their coffee by card, was told it was on the house.
Just giving away one coffee for free benefits our business … it’s just great to see the look on their faces.
The man, a visitor to Canberra, was told the coffee shop didn’t have card facilities.
“I saw the best customer service ever this morning. I asked at [the] café if I could pay by card. “No, but your coffee’s on us this time,” he tweeted.
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“In the end, my friend paid for it. Brilliant customer service move, though. I’d go back, if I lived in Canberra.”
Almost everyone has their own story of business karma – the bootmaker who punches holes in your belt for free, knowing you’ll come back to get your shoes fixed; the mechanic who fixes your door handle for free, knowing you’ll be back for a full service; the hardware store staff who go above and beyond for a special request, just because they can – but with the growth of internet coupons, an increasing expectation of a good deal, and the quick-sharing social media grapevine, is giving away something for nothing a good move for a small business?
Hannah, a part owner of the café in question, which Fairfax Media has chosen not to name, says the ‘coffee’s on us’ tactic has become an unofficial policy, and is part of building stronger relationships with their clientele.
“Just giving away one coffee for free benefits our business,” she says.” Most people have money on them, so it’s not like it happens constantly through the day.”
The feedback has been positive, both from the clientele and the staff working the front counter.
“It’s just great to see the look on their faces,” Hannah says. “I think it’s vital that they [the customers] have a good experience.”
Dr Raechel Johns, an expert in business-customer relationships from the University of Canberra, says with social media allowing quick and frequent referrals from customers to their friends, it is a good relationship-building tool.
“[Goodwill is] having customers feel that the business, particularly small businesses, are looking out for them and not just focussed on just making money from them,” Dr Johns says.
“If you can build a good relationship, and a genuine relationship with a customer, then you are more likely to satisfy them.”
Dr Johns says it is a common tactic in hospitality and tourism, but says a lot of businesses in any service industry are placing more emphasis on building loyalty. She recently contracted a Canberra plumber to do some work at her house, who not only fixed an extra problem for free, but also showed her how to do it herself in the future.
“[The plumber] said, ‘You can get me out, but why would you, if you could do it for free,’ which I thought was really impressive,” she says. She will be recommending the plumber to friends, and trusting him for the next job.
Chief executive of the Council of Small Businesses Australia and small business owner Peter Strong says it comes down to business owners understanding that they’re doing more than giving away a free item or a free service – they’re building lasting impressions in their clients’ minds, and making them want to return in the future.
“It’s the good feeling, not just getting something for nothing,” Mr Strong says. ““It’s an understanding of human nature. Most of us are fine people.”
Mr Strong says it’s something small businesses are able to do with a little more ease than larger corporations, because often the owners are working the frontlines, and are able to empower staff more easily.
“When you’re in a small business, you normally know your budget, you normally know what you’re giving away,” he says.
But he says there is a big difference between the pleasant surprise of a free cup of coffee, and the expectation of “something for nothing” from consumers who go hunting for a bargain, such as with online coupon websites.
“That doesn’t actually develop loyalty, because the people that do that actually go online to get it,” Mr Strong says.
“When the business makes their own decision and its based upon people coming in the door, it works. When the internet gets involved, it’s a bit out of their control.”
Dr Johns says businesses do need to be careful about managing expectations, and ensuring customers know it’s a goodwill gesture.
“You don’t want it to become the norm, that everyone actually expects they’re going to get something free,” Dr Johns says.
“The problem is that once you’ve raised those expectations, then people start to think this is going to happen for me … when it doesn’t they might be disappointed.
“But it doesn’t mean the business has to do it for everyone.
“What it means is the business is doing it for a variety of reasons, and those customers get to enjoy that experience, and everyone should think that’s a nice thing that they’ve done. Every customer doesn’t have to get the same treatment to make it a nice incentive.”
Back in the coffee shop, they’re not too worried about people abusing the system. Already most customers who had received a free coffee had been back in within days to buy another, and maybe even throw some extra change in the tip jar.
“A lot of people feel a bit awkward about it at first because they don’t like to accept charity for free,” Hannah said.
“The kind of shop like ours really thrives in Canberra … we try and make [us] part of their routine.”
Read the original article… click below…
A little bit of karma goes a long way for businesses.
I wonder how many FREE coffees are given away in Port Douglas?
I just had to share this article from The Age, because it captures the exact problem going on in tourism today; its more than just poor service and depreciating product, in fact its far more, its ATTITUDE and GREED!
A little bit of karma goes a long way for businesses
The concept of karma is thousands of years old. But, in an era when a business’ deeds can be shared, judged, and actioned by a well-connected public within seconds, it’s a concept that is more relevant than ever.
Recently a Canberra café surprised one customer, who, when trying to pay for their coffee by card, was told it was on the house.
The man, a visitor to Canberra, was told the coffee shop didn’t have card facilities.
“I saw the best customer service ever this morning. I asked at [the] café if I could pay by card. “No, but your coffee’s on us this time,” he tweeted.
“In the end, my friend paid for it. Brilliant customer service move, though. I’d go back, if I lived in Canberra.”
Almost everyone has their own story of business karma – the bootmaker who punches holes in your belt for free, knowing you’ll come back to get your shoes fixed; the mechanic who fixes your door handle for free, knowing you’ll be back for a full service; the hardware store staff who go above and beyond for a special request, just because they can – but with the growth of internet coupons, an increasing expectation of a good deal, and the quick-sharing social media grapevine, is giving away something for nothing a good move for a small business?
Hannah, a part owner of the café in question, which Fairfax Media has chosen not to name, says the ‘coffee’s on us’ tactic has become an unofficial policy, and is part of building stronger relationships with their clientele.
“Just giving away one coffee for free benefits our business,” she says.” Most people have money on them, so it’s not like it happens constantly through the day.”
The feedback has been positive, both from the clientele and the staff working the front counter.
“It’s just great to see the look on their faces,” Hannah says. “I think it’s vital that they [the customers] have a good experience.”
Dr Raechel Johns, an expert in business-customer relationships from the University of Canberra, says with social media allowing quick and frequent referrals from customers to their friends, it is a good relationship-building tool.
“[Goodwill is] having customers feel that the business, particularly small businesses, are looking out for them and not just focussed on just making money from them,” Dr Johns says.
“If you can build a good relationship, and a genuine relationship with a customer, then you are more likely to satisfy them.”
Dr Johns says it is a common tactic in hospitality and tourism, but says a lot of businesses in any service industry are placing more emphasis on building loyalty. She recently contracted a Canberra plumber to do some work at her house, who not only fixed an extra problem for free, but also showed her how to do it herself in the future.
“[The plumber] said, ‘You can get me out, but why would you, if you could do it for free,’ which I thought was really impressive,” she says. She will be recommending the plumber to friends, and trusting him for the next job.
Chief executive of the Council of Small Businesses Australia and small business owner Peter Strong says it comes down to business owners understanding that they’re doing more than giving away a free item or a free service – they’re building lasting impressions in their clients’ minds, and making them want to return in the future.
“It’s the good feeling, not just getting something for nothing,” Mr Strong says. ““It’s an understanding of human nature. Most of us are fine people.”
Mr Strong says it’s something small businesses are able to do with a little more ease than larger corporations, because often the owners are working the frontlines, and are able to empower staff more easily.
“When you’re in a small business, you normally know your budget, you normally know what you’re giving away,” he says.
But he says there is a big difference between the pleasant surprise of a free cup of coffee, and the expectation of “something for nothing” from consumers who go hunting for a bargain, such as with online coupon websites.
“That doesn’t actually develop loyalty, because the people that do that actually go online to get it,” Mr Strong says.
“When the business makes their own decision and its based upon people coming in the door, it works. When the internet gets involved, it’s a bit out of their control.”
Dr Johns says businesses do need to be careful about managing expectations, and ensuring customers know it’s a goodwill gesture.
“You don’t want it to become the norm, that everyone actually expects they’re going to get something free,” Dr Johns says.
“The problem is that once you’ve raised those expectations, then people start to think this is going to happen for me … when it doesn’t they might be disappointed.
“But it doesn’t mean the business has to do it for everyone.
“What it means is the business is doing it for a variety of reasons, and those customers get to enjoy that experience, and everyone should think that’s a nice thing that they’ve done. Every customer doesn’t have to get the same treatment to make it a nice incentive.”
Back in the coffee shop, they’re not too worried about people abusing the system. Already most customers who had received a free coffee had been back in within days to buy another, and maybe even throw some extra change in the tip jar.
“A lot of people feel a bit awkward about it at first because they don’t like to accept charity for free,” Hannah said.
“The kind of shop like ours really thrives in Canberra … we try and make [us] part of their routine.”
Read the original article… click below…
A little bit of karma goes a long way for businesses.