The Lawn or The Porch?
Categories: Corporate Culture | Customer Service | Entrepreneurialism
Posted by
Paul Orfalea
at
5:24 PM
2
comments
This generally joyous season of giving is also a stressful shopping season for many. Great customer service can make the difference between cheerful "Noels" and grumpy "Bah! Humbugs!" In the best organizations, excellent customer service is an ingrained habit, not just a marketing initiative.
Former swimsuit model Kathy Ireland made the successful transition to mega-successful entrepreneur, creating a design and retailing empire. Forbes called her "the prototype for model-turned-mogul."
I had the good fortune to speak with Kathy recently, and she shared a story that I believe explains much of her success. As a child, Kathy had a paper route, and her father told her to never throw the newspaper on people's lawns, but to take the extra care to place the paper on the porch. Thus, in her first entrepreneurial endeavor, Kathy Ireland got in the habit of providing good customer service. Her work ethic centers around giving - giving her best effort for her clients and customers.
Entrepreneurs who internalize excellent customer service as part of their character go farther, faster. Kathy went into business to help busy moms. Do you know whom your business exists to serve? Are you giving them your best? Do you throw the paper onto the lawn, or place it on the porch?
From all of us here at PaulOrfalea.com, Merry Christmas, Happy New Year, and best wishes for a prosperous 2010!
Comments
Kai Stephan wrote on 01/25/10 3:00 PM
It's amazing how many business don't grasp this obvious, easy-to-implement concept. The difference between you and your competitor is that little extra, which often costs little but rewards greatly.
I think another good example is Zappos.com, where they allow customers to return their purchases (usually shoes), for an entire year after the purchase date. Yes, some people take advantage of the policy and return/buy shoes every 364 days. But the vast majority won't do that. This policy only increases sales as it gives customers a feeling of security- that they can return the product whenever if need be. No risk. Brilliant.
Joanne wrote on 01/22/10 5:12 PM
I love that story about the newspaper on the porch. Porches are important in our lifestyle design. They have been underrated in terms of the perspective they can provide us. Lawns, on the other hand, are artificially created landscapes that have distracted us from the natural beauty of our place. Getting the news on the porch is so much better than the lawn in so many ways. Thanks for sharing.