As a reward for 100 years of customer loyalty, on October 6th from 4pm - 8pm, they are rolling back prices to 1908 (10 cent sandwiches)!

Now, some may argue a certain sandwich originated at Cole’s, buy naprosyn

but many Angelinos agree that, Philippe the Original, is the birthplace of the famed french dip.  And to this day still serves up the best beef dip/au jus combo in the universe.  This family-run landmark is so precise in maintaining their brand integrity and in keeping with what their customers want - that they held a family meeting when deciding whether to add ketchup.  Not to mention they took a survey of their customers regarding the waiting time and the long lines…consensus?  “…they actually like a five- to ten-minute wait.  It’s kind of an accomplishment when they get to the counter.” (Los Angeles Magazine Oct. issue pg. 42)

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I see so many businesses focusing on new client acquisition, which is great - but only a fraction of the equation when it comes to sustaining business growth. The other crucial factor is building a strong culture of customer satisfaction, which will become the foundation for creating longevity with your brand.  By rewarding loyal customers you can create a fascination around your brand, or perhaps a ‘cult classic’.

How’s that for understanding the importance of lifetime value and its impact on the ongoing success and growth of their business.  To 100 more years Philippe!!

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I didn’t make this up.  “Wow” was something put forth by Ken Blanchard years ago.  Yet, its potency has never been more significant for the small business owner. 

 As a consumer of various products and services, I’ve become so accustomed to mediocrity in what is delivered to me:  My expectation bar is set way low.  Rarely does a service provider provide that one little thing that sends me to “WOW.  It happens rarely, and when it does, I want to tell everyone.  If fact, I’m still telling “Wow” customer service experiences from years ago.  That said, it doesn’t take much to innovate your business in such a way that you create that “WOW” reaction from your ideal clients.  And, I say ideal clients because that’s the client you want coming back again and again.

 I was stunned the day after a doctor visit, when he called me to check up.  I’m telling everyone.  I was in disbelief when the owner of an ‘order-and-pick-up-at-the-counter’ burger joint walked around with a pitcher refilling iced tea.  My chiropractor sends me articles of interest.  That’s “WOW”.  And it obviously doesn’t take a lot; just a focus on the hot buttons of your ideal client. 

 What is one innovation you can make in your business right now to have your best clients express “WOW”?

I don’t mean closing your business down, I mean don’t get so emotionally attached to your product or service that you lose sight of what your best customers really want. 

 I have a good friend who is an excellent chiropractor-one of the best I’ve ever experienced, but he has a mediocre chiropractic practice.  He’s so enamored and passionate about what he does that he has lost sight of what his ideal clients really want.  His business has become about him, and not about what matters most to those that come through his doors. 

 By contrast, I have another friend who owns a massage therapy center.  He couldn’t give a massage if his life depended upon it, but he knows what his clients want.  He asks them, he takes their proverbial temperature, and he understands how his prospects make decisions about whether to use the services of his massage therapists.  He just doubled in size by opening up a second location.  He understands that his highest income producing activity is getting people to come through his doors, not giving massages.

 Ultimately, your customers determine your success.  Start working on your business not in your business.Coyote Ugly dvd Stir Crazy on dvd Nocturna movie

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