Simple Business = Good Business

I live in a small town 45 minuets outside of Toronto.  Sometimes, this works to my advantage (lower taxes, less traffic, nice folks).  Other times, it doesn't (fewer services, few restaurants, expensive groceries).

What is not unusual is for me to walk into a small local store, be greeted with a smile and asked how the person can help me.  Without ulterior sales training, the person just simply and honestly wants to help me.

Today, I found an example of simple, good business in an unexpected location.  A new pizza place opened up and I decided to give it a try.  The owner is from "the big city" and he reminded me of a "small town" simple business lesson.

Give people stuff for free and they will like you.

The new pizza guy knows he's new.  He's nice, outgoing and has that "new franchisee" buzz about him.  Of his own accord and out of his own budget, he's giving people stuff to make them like him.

Here's what he's doing:

1)
When a new customer phones in an oder, it is taken just like any other pizza shop.

2)
When you go in, you're greeted with a small town smile and a friendly "Hello". 

Nothing new yet.  You're a new customer and your order is ready - perfect.

3)
What comes next is genius.  The owner opens up the pizza after taking your money and says something like "this pizza is a bit overdone" or "there aren't enough pepperoni" on this pizza.  I can have a new one ready for you in 5 minuets and you can take this one at no charge.  Brilliance.

4)
What my big city turned small town business person has told me with this one pseudo promotion is: He cares about his product, he is a perfectionist, he is friendly, he does what I want, he is more concerned with my happiness than the cost of his product, and best of all - he knows that people talk.

So there you have it.  An insignificant new pizza shop owner that taught me a lesson about fundamental customer service.  If only Facebook applied these principles or what about Ford.  I'm not saying give away the farm, but DO THINGS that SHOW PEOPLE what you're made of.  Pizza or not.

Posted via web from Rob Brown