Don't Build Walls

“Don’t Build Walls, but Lift a Lamp to light the way”

Who thought in this period of bottom line, heavy bulk buying, and Wal-mart mentality that our economy would be at this point? I didn’t for sure. If you look at the surface, most would think the American economy has been on a great ride. The stock market has made people millions of dollars and the American dream has been soaring high.

Do you know the lady checking you out at Wal-mart? Do you have the same lady checking you out each time you make a purchase at Wal-mart? How about the grocery store? Do you have the same people checking you out at the local gas station? In most cases, the answer will be NO. Between multi-shifts of people, self check out, or pay at the pump the thought of a relationship with your local vendor is crazy talk.

Why would you want to know the people you are paying? I remember not too long ago I had one guy I bought lumber from when we were selling houses. If there was a problem, a delay, or we were in a bind I could call him. In today’s world relationships are gone, the job goes to the lowest bidder, and hopefully he sends an invoice so I know who to write the check to. That is where we are today.

I have said before we have to reevaluate not reinvent. This mentality we have grown a custom to has created walls between businesses and customers. I would think this would be a reason so many would buy online. If you are not going to be customer oriented and work to build a relationship, why involve a breathing human.

Since I am in the Financial Industry full time I have to say Community Banks in this arena are ahead of the game. They understand the need of a warm body, someone the customer can speak with, and the ability to actually meet face to face. They also understand the fact that a relationship is more than saying hello. Business owners should take notes here. If you are going to offer multiply services or products do they have synergy? Do they go hand and hand? If you can tie services and products together you have a better chance of pleasing your customer. If you have multiply services or products going to one client it is much harder for that client to be persuaded by competitor.

S. Truett Cathy, Founder of Chick-fil-A once said, “People are more important than profits”. I would agree. A Relationship will last a long time, while a pay at the pump is an instant win. The instant win is a quick fix and dwindling niche. I am not saying that in the next 12 months the pay at the pump option will be obsolete, but I am saying the relationship will last longer than the machine. If we look at history the idea of relationships will ultimately play a larger impact in life, business, and our success than the instant win. If you are looking to improve your business take a look and determine what walls have been built in your company. Look inside at your employees’ relationships first and work your way out.