Yesterday, I visited one of my favorite magazine and CD shop. It is not any established chain which draws my attention and earns my business because of some heavy discounts or some amazing assortment. In fact, it is a small shop which has most of the popular magazines on their racks, and some of the most popular movies titles are in their inventory.
Good thing about them is that they remember which magazine I read often and know the genre of movies I watch.
Yesterday, as soon as I entered the place, owner was prompt enough to remind that my favorite travel magazine's new edition had come. I was awed by the fact that he remembered my choice. I am sure that I am not one of his high spending customers, whom he should target specifically. For him, I can just be another customer and he can treat me like a cog which can be replaced easily with another one.
I observe that a lot of small and neighborhood businesses are proactive. They are proactive in remembering my choices. They are also proactive in recommending products based on my previous choices. If a product I am asking for is not is stock, this small shop proactively notes down my requirement. Proactively they give me the time-line by when they can arrange the product for me. When the product has arrived, these guys call me to inform that the product is available with them and I can pick up. I love them for their pro-activeness.
And I will continue to be your customer because you make me feel special. And because I am earning this 'feeling-special-kind-of-thing', you continue to earn my business.
Good thing about them is that they remember which magazine I read often and know the genre of movies I watch.
Yesterday, as soon as I entered the place, owner was prompt enough to remind that my favorite travel magazine's new edition had come. I was awed by the fact that he remembered my choice. I am sure that I am not one of his high spending customers, whom he should target specifically. For him, I can just be another customer and he can treat me like a cog which can be replaced easily with another one.
I observe that a lot of small and neighborhood businesses are proactive. They are proactive in remembering my choices. They are also proactive in recommending products based on my previous choices. If a product I am asking for is not is stock, this small shop proactively notes down my requirement. Proactively they give me the time-line by when they can arrange the product for me. When the product has arrived, these guys call me to inform that the product is available with them and I can pick up. I love them for their pro-activeness.
And I will continue to be your customer because you make me feel special. And because I am earning this 'feeling-special-kind-of-thing', you continue to earn my business.
by Siddhesh 'Ravan' Kabe , on March 17, 2010 1:14 AM
True, happened with me at my library, I had got harry potter 1, the person calls me up in 2 days and says 2 is in shop, shall i reserve it for you. I felt so nice exchanged it the next day.
by Ramesh , on March 17, 2010 5:22 AM
This is the beauty of small businesses. The intimate personal relationships they can build will simply dwarf any CRM software !
by LEB , on March 18, 2010 10:20 AM
In a world of botox, the special attention is missing. Everything is superficial. I miss walking into those small places and wanting to hang on to those places. Reminds me of the small book store from You Have Got Mail !! Btw ... you have been awarded by me. http://lebblogs.wordpress.com/2010/03/11/and-the-award-goes-to/