How many times have you gone into retail/service/food establishment, conducted business, dined or shopped for what you needed, stood in line at the checkout to hand over your hard-earned cash, only to have the clerk/associate/teller/waiter hand over your receipt and say "Have a good one"? A good what for heavens sake? What kind of a lame acknowledgement of customers is that?
I'm probably going to show my age here, but I swear I remember a time when employees were consistently trained to say "thank you" after you'd paid for something. I know I didn't dream that...it was real. So what the heck happened? When did it become okay for employees to neglect thanking customers for their business?
Now, I'm not expert on customer relations but I have a lot of experience training and managing retail service staff. More importantly, I'm a customer of a lot of businesses in town. (Yep...I SHOP!) Some establishments have obviously taken the time and care to properly train their employees to be appropriately gracious with customers. I love to do business in those places. I feel great when I leave, even if my wallet is a little lighter. A good old-fashioned "thank you" goes a really long way with me.
Conversely, I get really annoyed when I've spent money in a place and all I get from the clerk is a receipt. No smile, no "thank you for coming in", sometimes not even eye-contact from the person I handed my money to. In short, no customer service at all.
This economy is making it really hard for business to remain profitable. With consumers making fewer purchases than in years past, everyone is competing for a smaller piece of the pie. No fun. So how do you make sure that consumers will choose your business over others to patronize? By making sure your employees give the very best service available. Set the bar really high, and help your staff reach that peak level of service.
The same thing applies to the Chamber of Commerce. After all, we are a service company too, and I'm committed to making sure we are providing the very highest quality of service to our members. No negotiating on that point. High quality service is what makes the expense of your membership worth it. If we're not doing that, I really want to know.
I think this economy is a good time to get back to basics. Concentrate on your company strengths. Focus on what you do really, really well. And make absolutely sure that one of the things you do really well is customer service. That's my plan for the Chamber.
And by the way, in case we haven't said it lately, THANK YOU FOR YOUR BUSINESS. We appreciate you.
Thursday, March 19, 2009
Tuesday, March 3, 2009
"Community Schmoonity"
Every time I turn around someone is waxing on about "community". Building Community. Protecting Community. Growing Community. The LOCAL Community....the GLOBAL Community..., blah, blah, blah.
Don't get me wrong. I'm a big fan of this place we call the community of Chico. I grew up here, my folks still live in the house I was raised in, my husband grew up here and our kids want to make their lives here. In short, I'm not dissing the place. I just think the word "community" tends to be overused as a touchstone.
I say that because I think there is something even more basic than community as a basis for our shared lives. For me it all boils down to relationships. Without personal relationships with those we live, work and play with, there is no community. It doesn't matter if you live in a great neighborhood near a great park in a great city that's part of the greatest country in the world. Without relationships you are not part of a community.
When I took over the job as CEO of the Chamber of Commerce I heard a lot of folks referring to 'the business community'. Historically this seems to be a label that is applied to companies that make up for-profit industry. Big mistake!
I think the term should apply to every person and every organization that helps makes this economy run. That means everyone...government, non-profits, service providers, manufacturers, sole-proprietors and publicly traded corporations. Anyone who works here has a connection to the business community in one way or another.
So how do we determine if we're really living as a business community? By thinking about the relationships we've built, or not built.
Things are different now. None of us have the luxury of sitting back and letting success roll over us. Our mere survival may very well depend on the relationships we've built and how hard we're willing to work on them. This is where the Chamber of Commerce can really shine.
I can't speak for the Chamber of the past, but today we are all about relationship building. That will be our primary objective going forward. Connecting people and building relationships. There is no higher purpose for this organization. We will define specific activities as we move forward but trust me, relationship building will be the undergirdings of every decision we make.
So from now on, even though I might say "community", I'll be thinking "relationships". Try it and see if it changes your perspective, too.
Don't get me wrong. I'm a big fan of this place we call the community of Chico. I grew up here, my folks still live in the house I was raised in, my husband grew up here and our kids want to make their lives here. In short, I'm not dissing the place. I just think the word "community" tends to be overused as a touchstone.
I say that because I think there is something even more basic than community as a basis for our shared lives. For me it all boils down to relationships. Without personal relationships with those we live, work and play with, there is no community. It doesn't matter if you live in a great neighborhood near a great park in a great city that's part of the greatest country in the world. Without relationships you are not part of a community.
When I took over the job as CEO of the Chamber of Commerce I heard a lot of folks referring to 'the business community'. Historically this seems to be a label that is applied to companies that make up for-profit industry. Big mistake!
I think the term should apply to every person and every organization that helps makes this economy run. That means everyone...government, non-profits, service providers, manufacturers, sole-proprietors and publicly traded corporations. Anyone who works here has a connection to the business community in one way or another.
So how do we determine if we're really living as a business community? By thinking about the relationships we've built, or not built.
Things are different now. None of us have the luxury of sitting back and letting success roll over us. Our mere survival may very well depend on the relationships we've built and how hard we're willing to work on them. This is where the Chamber of Commerce can really shine.
I can't speak for the Chamber of the past, but today we are all about relationship building. That will be our primary objective going forward. Connecting people and building relationships. There is no higher purpose for this organization. We will define specific activities as we move forward but trust me, relationship building will be the undergirdings of every decision we make.
So from now on, even though I might say "community", I'll be thinking "relationships". Try it and see if it changes your perspective, too.
Tuesday, February 24, 2009
"MasterCard Marketing"
New Neon "OPEN" Sign....$75.00
1000 Glossy Business Cards....$295.00
1/4 Page Print Ad....$695.00
Membership in the Chamber of Commerce.....PRICELESS!
It's true. Sometimes you DO get more than you pay for. I think membership in the Chamber is one of those times.
Oh sure, you can just stick to the basics when it comes to growing your business. Produce a bunch of flyers, pass out business cards, maybe even run some TV and radio spots. Nothing wrong with that strategy. In fact all of those activities are great ways to market your business.
But standard marketing isn't everything.
What if you bump into a problem that takes you completely by surprise? What if you have trouble getting a permit you need from a government agency? What if you want to connect with other business owners and pick their brains? What if you want to try to break into the new social networking scene? What if...What if...What if...?
Every business owner runs into an issue or two sometime in their career that stumps them. (Okay, maybe not Donald Trump, but most everybody else!) Where can you turn when this happens to you? How about your friends, associates, peers (and yes even competitors) within the broad umbrella of the Chamber of Commerce.
I'll be the first to admit that I don't have all the answers you'll ever need run and grow your business. But it's a pretty good bet that I know somebody who does! That's the beauty of a business association like the Chamber of Commerce. With over 950 members, we surely know somebody who can help you out. And the great thing is, most everybody DOES want to help. Especially now.
So what's the real benefit of Chamber membership? Building relationships with other business leaders who've "been there and done that". It's the relationship part that's priceless.....
Thursday, February 19, 2009
"Can you recommend a good Ventriloquist?"
"I need a ride to Texas. Do you know anybody going to Texas?"
"Do you know anybody who wants to buy a rusty hay crimper?"
"Where in Chico can I buys pants that have a crease that won't fall out?"
Uh.....What?
Seriously. These are some of the questions we've been asked over the years at the Chamber office. NO KIDDING! We've kept a list of the funny questions people phone in. It's hysterical!
What this really tells me though is there is a lot of confusion about what the Chamber of Commerce really does. So in case you don't know...here goes!
The Chamber is the collective voice of business in the community. We advocate on behalf of the business community at the City, County and State level. We're watching your back when it comes to business issues.
We share business news. We give members an opportunity to promote their own business. We plan events as networking opportunities. We offer training. And now....we BLOG!
It is somewhat challenging to lists all the things we do, but to sum it all up, we're here to help. If you have a particular need, and don't see it listed above (0ther than selling a hay crimper or renting a camel) give us a call. We'll help find a solution for you.
And to answer just two of the funky questions we've received over the years.....Robert E. Lee's Birthday is January 19, 1807, and NO, the Chico Airshow will not be at the Silver Dollar Fairgrounds. Hope that helps!
"Do you know anybody who wants to buy a rusty hay crimper?"
"Where in Chico can I buys pants that have a crease that won't fall out?"
Uh.....What?
Seriously. These are some of the questions we've been asked over the years at the Chamber office. NO KIDDING! We've kept a list of the funny questions people phone in. It's hysterical!
What this really tells me though is there is a lot of confusion about what the Chamber of Commerce really does. So in case you don't know...here goes!
The Chamber is the collective voice of business in the community. We advocate on behalf of the business community at the City, County and State level. We're watching your back when it comes to business issues.
We share business news. We give members an opportunity to promote their own business. We plan events as networking opportunities. We offer training. And now....we BLOG!
It is somewhat challenging to lists all the things we do, but to sum it all up, we're here to help. If you have a particular need, and don't see it listed above (0ther than selling a hay crimper or renting a camel) give us a call. We'll help find a solution for you.
And to answer just two of the funky questions we've received over the years.....Robert E. Lee's Birthday is January 19, 1807, and NO, the Chico Airshow will not be at the Silver Dollar Fairgrounds. Hope that helps!
Friday, February 13, 2009
If you LOVE Friday's, shout YAHOO!
Don't you just love the Friday before a holiday weekend? I do! That last minute push to get everything done that you really need to finish before you can cut looseand relax with your family is a real rush. These can be the most effective days of the entire month!
"Effective". That's one of my favorite words. I think it's so much more important than being "efficient". You can be "efficient" all day long, and still not do a single thing that is "effective". I'd much rather be "effective". You'll have more to show for it at the end of the day.
My goal is to move the Chamber more toward being truly effective for members. I'd really like to hear your ideas on how we can be effective for you! Post a comment, or give me a call. And in the meantime...have a fabulously long weekend!
"Effective". That's one of my favorite words. I think it's so much more important than being "efficient". You can be "efficient" all day long, and still not do a single thing that is "effective". I'd much rather be "effective". You'll have more to show for it at the end of the day.
My goal is to move the Chamber more toward being truly effective for members. I'd really like to hear your ideas on how we can be effective for you! Post a comment, or give me a call. And in the meantime...have a fabulously long weekend!
Thursday, February 12, 2009
Focus, Focus, Focus
This will be another great day of information gathering as I host about 20 Chamber members (and former members) in two Focus Groups. So far the information I've gathered is quite interesting, some unexpected, but all very USEFUL!
My goal is to determine what we're doing well, what we're doing poorly, what we're not doing that we should be, and finally the ONE BIG THING...what is most important to business in this new economy.
This information will be used to move us forward in the direction that is relevant to our members and our community. I can't wait to see how it all shakes out. What an adventure!
My goal is to determine what we're doing well, what we're doing poorly, what we're not doing that we should be, and finally the ONE BIG THING...what is most important to business in this new economy.
This information will be used to move us forward in the direction that is relevant to our members and our community. I can't wait to see how it all shakes out. What an adventure!
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