A few months ago, my children's daycare fired their long-time director because she broke company policy for a family in need. The company found themselves in a PR nightmare throughout the entire ordeal. As a parent with two children at the daycare, I can tell you I was disappointed at the lack of communication with their "customers" regarding what was going on. I won't go into the details because that isn't what this blog today is about.
Fast forward...August 1st, the terminated director opened her own daycare and not surprisingly she not only attracted most of the children currently attending her old daycare, but also brought with her a number of the staff my kids enjoyed the most.
I struggled as a parent to decide what to do because we've been a customer of the current daycare for 10 years and have put three kids through the center's program. Ultimately I decided to move the kids.
Now to my point...As I was struggling with making the decision, I realized not once did the new director try to get to know me or my family. She was busy trying to make the center attractive, but forgot to connect with the people (her customers). She planted flowers, got new toys for the kids, painted etc. all to make the center look nice. When it came down to it, I decided it isn't about the appearance of the center, but the people in it and I wasn't alone.
Today will be my kid's last day at the daycare and the center is more of a ghost town then a vibrant daycare. If I had to guess, I'd say 80-90% of the existing families have pulled their children over to the new center. When I talked to some of the parents, they said it was for the same reason. The company has forgotten again that decisions ultimately come down to relationships.
When I gave my notice to the new director to let her know we would no longer be one of her customers, she just replied with "ok" and started working on whatever was in front of her on her desk. After 10-years of being a dedicated customer, this was the reaction. Wow...well...it confirmed my decision and at the same time reminded me of one of the most basic lessons in customer service. People do business with those they KNOW, LIKE and TRUST. People do business with People - it isn't about the pretty brochure or the fancy office. It is about the people inside making connections with customers.
Who is on the front line in your office interacting with your existing customers and what impression are they giving them?
Friday, August 12, 2011
Wednesday, June 16, 2010
Tuesday, April 13, 2010
Who do you do business with?
I pulled out a national study yesterday done by The Schapiro Group, an Atlanta-based market research firm. The study was completed last year I believe to determine the impact Chambers of Commerce have on their member businesses.
The study confirmed consumers are 63% more likely to buy from Chamber members. The results of the study were clear that positive perception increases among consumers and business owners when a business is identified as a member of the local chamber of commerce.
We've been giving this study out to perspective members for a while now, but it was a good reminder to me as to the perception people have of Chambers of Commerce.
People to business with those the KNOW, LIKE and TRUST. Trust...This study indicated people were 58% MORE LIKELY to think positively of a business’s reputation because they are a member of their local Chamber.
Once again, the question comes back to not if you CAN afford to be a member of your local Chamber, but whether you can afford NOT to be a member. As businesses struggle to find new ways to generate business through their doors, they should start by putting a membership sticker on that door to show they are members of a local chamber of commerce. May just be the deciding factor as to whether or not that customer will purchase product from that business or not.
The study confirmed consumers are 63% more likely to buy from Chamber members. The results of the study were clear that positive perception increases among consumers and business owners when a business is identified as a member of the local chamber of commerce.
We've been giving this study out to perspective members for a while now, but it was a good reminder to me as to the perception people have of Chambers of Commerce.
People to business with those the KNOW, LIKE and TRUST. Trust...This study indicated people were 58% MORE LIKELY to think positively of a business’s reputation because they are a member of their local Chamber.
Once again, the question comes back to not if you CAN afford to be a member of your local Chamber, but whether you can afford NOT to be a member. As businesses struggle to find new ways to generate business through their doors, they should start by putting a membership sticker on that door to show they are members of a local chamber of commerce. May just be the deciding factor as to whether or not that customer will purchase product from that business or not.
Wednesday, March 10, 2010
Volunteers
Volunteers are absolutely necessary for any successful non-profit organization to thrive. As companies need to cut back on staff, the Urbandale Chamber is still seeing an increase in the number of volunteers. Why is that?
Well, in today's economy people are getting back to the basics. People do business with those they know, like and trust. Networking events are great ways to get to know someone, but there just isn't enough time to build a business relationship soley through networking events. It takes outside meetings etc. to build it.
Volunteering on the other hand DOES allow people to build those relationships. Depending upon the volunteer activity, many are working on some sort of a project together. While working on the projects, relationships are built which turns into business.
Companies that allow employees to volunteer will see a return. In my 12 years in non-profit management I've seen it happen time and time again. If you or your employees are not volunteering...you may want to consider it....
Well, in today's economy people are getting back to the basics. People do business with those they know, like and trust. Networking events are great ways to get to know someone, but there just isn't enough time to build a business relationship soley through networking events. It takes outside meetings etc. to build it.
Volunteering on the other hand DOES allow people to build those relationships. Depending upon the volunteer activity, many are working on some sort of a project together. While working on the projects, relationships are built which turns into business.
Companies that allow employees to volunteer will see a return. In my 12 years in non-profit management I've seen it happen time and time again. If you or your employees are not volunteering...you may want to consider it....
Monday, February 15, 2010
Value of Chamber membership
Now is the time of year when many Chambers ask businesses to reinvest in their business through membership in the Chamber of Commerce. As the Director of the Urbandale Chamber, the most common response I get from those who are interested in dropping from the organization is that they just can't make it to events.
Lets think about this for a minute. When did a Chamber become an organization thats only benefit is networking? A Chamber of Commerce is the voice of the business community. It is an action organization that helps businesses grow and thrive through advocacy, promotion, education and of course networking.
Networking is vital to EVERY business. People do business with those they know, like, and trust and a Chamber is the vehicle to get people to connect, but it isn't the only benefit.
Take advocacy for example. Retailers in Urbandale are now able to display temporary A-Frame Signs or banners for 100 days per year. Without the Chamber advocating on behalf of the business community, this would not have happened. Memberships help fund these efforts as well. How valueable is it to Urbandale's retail businesses to be able to promote their company through temporary signage? According to the members who we spoke with, it is vital to their business. Vital!
How about referrals. The Chamber only refers member businesses. We sent out nearly 2,000 referrals in 2009 alone. Non-members miss out on these - how important are referrals to businesses?
Benefits in Chambers differ by Chamber, but they are all working hard for business members. An investment in a Chamber of Commerce is an investment in your business. The question isn't if you can afford membership in the Chamber, it is whether you can afford NOT to be a member in the Chamber.
Lets think about this for a minute. When did a Chamber become an organization thats only benefit is networking? A Chamber of Commerce is the voice of the business community. It is an action organization that helps businesses grow and thrive through advocacy, promotion, education and of course networking.
Networking is vital to EVERY business. People do business with those they know, like, and trust and a Chamber is the vehicle to get people to connect, but it isn't the only benefit.
Take advocacy for example. Retailers in Urbandale are now able to display temporary A-Frame Signs or banners for 100 days per year. Without the Chamber advocating on behalf of the business community, this would not have happened. Memberships help fund these efforts as well. How valueable is it to Urbandale's retail businesses to be able to promote their company through temporary signage? According to the members who we spoke with, it is vital to their business. Vital!
How about referrals. The Chamber only refers member businesses. We sent out nearly 2,000 referrals in 2009 alone. Non-members miss out on these - how important are referrals to businesses?
Benefits in Chambers differ by Chamber, but they are all working hard for business members. An investment in a Chamber of Commerce is an investment in your business. The question isn't if you can afford membership in the Chamber, it is whether you can afford NOT to be a member in the Chamber.
Friday, January 29, 2010
Economic Development Tours
Today we had a fascinating tour of Mail Services in Urbandale, one of our larger members who specialize in sorting and mailing pieces for businesses. The Chamber started organizing tours as a way to engage Public Officials into our area business community. We wanted to begin dialogue between the two groups so when issues come up that impact area businesses, our public officials, on every level, can fully understand the impacts to local business.
Today was a perfect example of how the Chamber can make a difference to our members. In attendance was Congressman Boswell, Senator Brad Zaun, Mayor Robert Andeweg, School Board Member Adam Obrecht, as well as staff members from Congressman Harkin and Congressman Grassley's office.
Once Mail Services presented to the group as to what they do and what makes them unique, the time turned to Q&A where our Public Officials asked questions.
The Chamber is setting up tours for other member businesses throughout the year to continue connecting business and government. Thank you to our Public Officials who participated today and to Mail Services for hosting everyone. It is so important to continue to connect and the Chamber is proud assist in these efforts by organizing these tours.
Today was a perfect example of how the Chamber can make a difference to our members. In attendance was Congressman Boswell, Senator Brad Zaun, Mayor Robert Andeweg, School Board Member Adam Obrecht, as well as staff members from Congressman Harkin and Congressman Grassley's office.
Once Mail Services presented to the group as to what they do and what makes them unique, the time turned to Q&A where our Public Officials asked questions.
The Chamber is setting up tours for other member businesses throughout the year to continue connecting business and government. Thank you to our Public Officials who participated today and to Mail Services for hosting everyone. It is so important to continue to connect and the Chamber is proud assist in these efforts by organizing these tours.
Tuesday, January 26, 2010
Thank you - City of Urbandale
As a follow up to the blog I posted earlier today, I wanted to write this one to say THANK YOU. Thank you to our City of Urbandale City Council members for adjusting the sign ordinance to allow businesses in Urbandale the ability to display temporary signs for up to 100 days in a calendar year. Our members spoke up as to the need of this type of marketing in today's economy and the City Council listened.
Thank you to our members and some prospective members who took time to come to the Council meeting tonight to tell their own personal stories of how these signs impact their businesses.
Together we can do great things! Your Chamber of Commerce IS the VOICE OF BUSINESS! Thank you to everyone who provided input on this issue.
Thank you to our members and some prospective members who took time to come to the Council meeting tonight to tell their own personal stories of how these signs impact their businesses.
Together we can do great things! Your Chamber of Commerce IS the VOICE OF BUSINESS! Thank you to everyone who provided input on this issue.
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