Sometimes you come across a business story that just makes you feel good.
That's the way I felt today when I read this article about how upstart high-tech retailer Micro Center has boosted revenue by nearly 150%.
How did they do this? They used "old-fashioned customer service".
I don't know why it's old fashioned - but apparently focusing on the needs of the customer continually and finding a way to be of service to them actually contributes to business success. Who would have thunk it?
The article is really a paeon to engaging and supporting the customer - even when it's extremely painful. After a series of really great anecdotes the 'punch line' is:
"All of that is done in pursuit of a lifelong customer", Jones [Ed: Kevin Jones, Micro Center's vice president of merchandising] said. "It's about qualifying the customer, getting to know them, their needs and their level of expertise, then pulling all of that information together in an effort to help them make a well-informed purchasing decision"..."By listening to our customer, Micro Center will be the best computer retailer in the world," Jones said. "Strictly by listening to our customer. There [are] no fancy secrets behind closed doors here. There is no magic formula. There is no magic dust. It is just truly being passionate about listening to the customer. You have to listen to the customer when it is painful and when it is exciting. A lot of companies just want to listen to the excitement and really like to put the pain under a rock. But you have to listen to the customer through pain and pleasurable conversations."
There's something for all of us to draw from in this story. And to act upon.
We salute you Micro Center.
