Are Your Customers Growing You?

I've spent the past week trying to think of a unique blog to write.  I don't want to copy other ideas.   Today as I was running through Twitter updates, I began seeing the faces of the different people who update and an afterthought was the many faces who come through our door.  I love most of my customers.  I'm not going to lie and say they are all delightful.  However, I try to glean from my customers the wisdom of life that arrives with them.  


You see, I like to be treated with respect, whether I am wearing my black Capri's, Colts t-shirt and Ryka's or dressed in my nicest clothes.  The storage business is not what I would say an "opulent" business by any means. If you dress up, you may regret it by the end of the day.  I have faced the fact that Ivana Trump or Oprah Winfrey will never walk through my door.  Self-storage is what it is.  It is a temporary place to store your goods.  But, with each customer comes a unique story.  I have learned that through these stories, I grow and so does the business.  


I have single parent's, retired military, active military, retired couples, collectors of dolls and collectors of cars, traveling ministers, unemployed, underemployed, homeless families and more.  You see, I believe working for any retail business takes compassion but I have learned more about compassion working here than anywhere I have clocked in and out.  I have worked as a director for a foundation, a business analyst, in marketing and development and, well, I have been very blessed.  But it was a different type of blessing.  That blessing ensured that my son and I were well taken care of; and through my work in the non-profit industry, others were blessed monetarily but rarely was I able to spend time with the recipient and see the full effects.  


However, now it is time for soul growth and my customers have become my teachers.  I am able to see the effects of how we are helping people during some of the most difficult times of their lives.  Many of them have been through a lot and have faced harsh judgment and criticism from others.  I make it a goal when my customer comes in to treat them like Ivana Trump would be treated if she walked into the Waldorf Astoria.  I want to roll out the red carpet for them and let them know I care.  I talk with their children and get to know the names of everyone who walks through the door.  I ask about their job or if they are unemployed I ask how they are doing and listen when they tell me. I ask about their family, their day, etc. I offer to work with them if I know things are getting tight for them.  I offer to show them options and ideas for getting rid of some of their items and transferring to a smaller unit in lieu of defaulting.  I know what it is like to be unemployed, have a chronically sick child and lose everything you own.  I want my customers to see and know hope again. I don't want to be a talker, I want to be a listener. I encourage them and we often hug and have even cried together.  


"What?!" you ask, "and cross that invisible line and let the customer take advantage of you?"  If you are in tune with your customers and your business, you can often see from the beginning who is handing you a line and who is sincere.  And even the most sincere can put you in a position of wondering "will the money come in this time?"  Since I have started managing this business, our collections have decreased and our sales have increased.  I believe that what you sow into others you will reap in your own life.  Call it Karma or simply doing unto others as you would have them do unto you, but it works.  Being compassionate doesn't equivocate to being a pushover.  It actually motivates people to want to make right choices.  And from a marketing standpoint, you will increase your customer basis because they tell others about you and your great customer service.  But, that should never be your goal because it will only appear superficial when you are developing a relationship with your customers.  


Immanuel Kant said, "What are the aims which are at the same time duties?  They are the perfecting of ourselves, the happiness of others".  It's not all about me and it's not all about you.  It's not about the bottom line being the almighty dollar.  It truly is about putting others above ourselves.  How is compassion derived? Jon W. Parlett and Matt Seddon, owners of Americle Medical Supply company answer with this:  "A company’s compassion is derived from those who work there. An owner can influence the staff to a large degree but the SENSE OF URGENCY must come from the heart of all that work there.”  It begins in you and me.  So, the next time a customer walks in, remember a story just walked through your door.  Read it, embrace it and grow from it and watch yourself and your business grow as well.




Michelle Armstrong
Manager
Star Storage
816-765-7300