In a general sense, many of us turn our heads away from what might matter most until that person/thing/issue is right in front of us and we can no longer ignore it.
Natural disasters are one of those things. Most of us tend to think they happen to other people.
When Hurricane Harvey was headed to the gulf shores of Texas, most people who resided and worked inland never thought about the possibilities of what could happen because:
- They weren’t on the ‘coast’
- It had never happened ‘here’
But this time, unfortunately, it did.
The tremendous outpouring of service that has been exhibited in communities across Texas and from others across the nation is heartwarming. And, yes, these are the real faces of who we are as human beings.
In the middle of the largest disaster in the state of Texas, Jim McIngvale (aka Mattress Mack), opened the doors of two of his Gallery Furniture Stores as shelters to those who were without homes. Jim sent out his delivery trucks to find those stranded by the storm.
Once inside, Jim and his staff provided comfortable furniture on which to sit and sleep. They also provided breakfast, lunch, and dinner to the people while they stayed. Jim did not do this to gain new business, he did it because he cares.
In the long run, he did more for building his business than any sponsored ad or circular insert in the local paper will ever do.
And Jim was not the only one to open his doors. There are hundreds of stories of local and chain businesses providing shelter, food, and supplies to humans and animals in need.
People caring about people.
Sometimes we do the same when interacting with our customers. We don’t think about all the possibilities of providing them service. We think of how to ‘sell’ them.
A better approach is to think about what they need and want before they are standing right in front of us.
It is, however, interaction, understanding, and listening to your customer which create the ultimate customer experience any human being really wants.
Let’s learn from the ‘customer’ service we have seen exhibited through Harvey and other natural disasters.
Work with your staff. Help them to understand they should not wait until a customer is in right in front of them to act. Study and know your customer base to be prepared to:
- Welcome and assist.
- Have on hand what they absolutely need.
- Then go one step further and give them more.
- Make sure they have all they need and want before they leave.
- Be generous, humble and kind.
Mother Nature – and human nature’s response – has shown us that it really is that simple.
Our thoughts and prayers are with those who were affected by Hurricane Harvey, Hurricane Irma, and the wildfires in the Northwest US.
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