You Can't Suck and Blow in The Same Breath

You can't suck and blow in the same breath. You can do one or the other, but you can't do both at the same time. I have a soft spot for service providers, having spent over 40 years as a general manager for a major retailer and an independent store owner. Profit and being profitable is not a dirty word. When small businesses go out of business, the whole community suffers. You have a choice. You can pay lower prices for the goods and services you buy, or you can have exceptional customer service, but you can't have both.

Automatic Teller Machines

I remember the time, yes I'm that old when my local bank installed an ATM (Automatic Teller Machine) along the side of the building. You had to stand outside - sometimes in inclement weather to use it. Customers had a choice. You can go inside the bank, stand in the lineup, and wait your turn to get served by the teller or learn to use the machine. Initially, there was a great deal of pushback from customers who refused to use the device. If you want the bank to hold the line on what they charge you for the services they provided, then something had to give. Either they needed to charge you more for those services so they can afford to hire more tellers or install more ATMs. They couldn't afford to do both. At least nowadays, you don't have to stand outside to use one. Better yet, some banks have a drive-through lane, so you don't even have to get out of your vehicle.

Self-Serve Checkouts

I know many customers are upset with retailers who are installing banks of self-serve checkouts. Some are going as far as to suggest you boycott those stores. I spent over 40 years in retail as a general manager and owner, so I understand the challenges they face. Margins continue to be squeezed. Costs continue to go up. Business owners are paying more for the goods they sell, the utilities they use, and the equipment they buy or lease. You have a choice. If you want exceptional customer service, you'll have to be willing to pay more for the products you buy, but you can't have low prices and service too. If you put it to a vote, the majority of customers would pick low prices.

Fast-Food Outlets

I love the touch screen machines being installed at fast-food outlets. You have a choice. You can either embrace the new way of ordering and paying for your food or stand in a lineup. However, keep in mind that they can only afford to hire one cashier, so it may take you longer to place your order. The new frontier being introduced by the Taco Bells of the fast-food industry is contactless service. They are experimenting with multiple drive-through lanes, some dedicated to mobile orders and curbside pickups. Customers can scan their order via a QR code at the digital touch check-in screen, pay for their order online and then proceed to the pickup area. Handling cash will become a thing of the past.

You can't suck and blow in the same breath. You have a choice. You can have low prices or pay for exceptional service, but you can't have both.

Copyright (c) 2021. Brian Smith - Power Link Dynamics. Not to be reproduced without permission. Are you looking for a keynote speaker or planning a training session? Brian specializes in soft skills training and leadership development. To find out more about Brian and what he can do for you and your organization, visit https://briansmithpld.com